CIO — By Chuck Martin
As more communication up and down the line at work is done electronically, face-to-face discussion can easily fall by the wayside. While the speed and volume of communication increases with e-mail, voicemail and instant messaging, some of the dialogue and personal touch can start to disappear.
A global survey shows that 67 percent of senior executives and managers say their organization would be more productive if their superiors communicated more often by personal discussion. While they desire more personal discussion from their superiors, however, the top personal method of communicating for these same business leaders is e-mail, based on the survey by NFI Research.
“Too many people take the easy way out and try and do everything via e-mail and in a lot of cases consume more time on both sides of the equation than they would have by simply picking up the phone or going to see the person,” said one survey respondent. “I often find that when I look the other person in the eyes and ask them something I get far more than I ever would over e-mail.”
“Personal discussion is the foundation of communications,” said another respondent. “Once this foundation is established, it enables all of the other forms of communication. Having a personal connection builds trust and minimizes misinterpretation and misunderstanding.”
When Technology Does the Communicating
While the majority of business leaders say their organization would be more productive with more personal discussion, some lament that many people fall back on technology to do the communicating. “We have started to run our business by using technology instead of good old-fashioned personal communication,” said one manager. “We need to take vacations from our BlackBerrys, computers and voicemail and get out and talk to everyone in the organization. Nothing can replace open and honest face-to-face communication.”
Using e-mail rather than personal discussion can also delay decision-making. “I find that many executives avoid conversation because they may be forced to make a decision or express an opinion,” said one respondent. “If they can keep communications within e-mail, they can continually pass the buck around or back without having to commit. Management by failure to act may be the new favored process.”
In other cases, communicating via technology can be effective. “Instant messages and e-mail are communication accelerators,” said one executive. “Discussion databases are more efficient for larger groups. But there is no substitute for in-person communication when appropriate.”
“Our organization uses DVDs as a medium to distribute corporate messages to significant segments of the workforce and it is effective,” said another.