Solving Digital Communication Confusion
When you communicate digitally does what you say match what you mean? Even though we think we’re crystal clear, the truth is we are frequently falling short.
Why? Here are some of the top reasons:
What’s implied in person (a nod, a look, a handshake, a smile, a grimace) must be made explicit when we communicate digitally.
We forget to communicate our mindset (I’m really busy right now. I’m rushed. I’m so happy. I’m excited. I’m disappointed. I’m sorry. I’m glad to hear from you)
We make their response time mean something. (They must be mad. They don’t care about me. This is important. They forgot to get back to me. I don’t matter)
We’re unclear what’s expected when we are listed in the To:, the CC: or the BCC: sections.
We are too casual before trust has been built.
We don’t ask clarifying questions, often making assumptions instead.
Overcoming these common challenges isn’t hard. I have a few simple steps that you can put into action immediately!
As the communicator:
Always clearly communicate:
what you need
when you need it
why you need it.
Share how you best like to communicate (e.g. email works best for me; text me; respond on Slack; give me a call to discuss)
Communicate your mindset. (e.g. you are grateful, happy, rushed, confused, etc.)
When there is high trust, you can be informal. When trust is still being built, be more formal in digital communication.
Power dynamics impact how communication is received. The more power you have in a dialogue, the more specific and clear you must be.
Establish an explicit agreement on the meaning and expected responses when you include people on CC:, BCC:, and Reply All.
Pick up the phone and make a call rather than sending a complex communication.
As the recipient:
Ask “What is the priority?” if that information is missing from the communication.
Don’t allow your thoughts to get hijacked because you don’t understand the tone.
Confirm your interpretation is correct before you react.
If you can’t answer or respond to a request right away, communicate when you will get to it.
Check the necessity of using “Reply All” before you hit the button. Most times, you can simply reply to the sender directly.
Know when to pick up the phone instead of keeping a communication volley in play.
The increase in digital communication is not likely to go away. But it is possible to impact the amount of time wasted by miscommunication, assumptions, and lack of body language.