Sticky,e-Situations,you,are,an communication Sticky e-Situations

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If you are anything like me,you are spending more and more hours in the workday at your computer.  Perhaps, you are out and about but sendingand receiving messages via your hand-held device.  Communication in today's work world goesbeyond the face-to-face interactions or even the telephone contacts of thepast.  We zip off more and moreemails and texts than ever before.  DavidShipley and Will Schwalbe in their book, Send, tell us that the BushAdministration turned over 100 million emails to the National Archives incontrast to 33 million from the Clinton Administration in 2001.  Most of us don't need statistics to tell ushow much we depend on email to conduct our daily businesses.  In fact, a large telecommunications companyinitiated a weekly "no email" day similar to the "casual"Fridays.  At first the staff balked, butafter the first day, they enjoyed not having to deal with email.  In a poignant example, one staff membercontacted another by telephone.  Duringtheir conversation, they realized that they worked in the same facility; andafter a bit longer time, they realized that they sat a few cubicles away fromone another.  These realizationsdemonstrate for us that we have become overly reliant on email and otherelectronic communication.Before we step back andexamine the sticky situations that evolve from the email explosion, we mustlook at when it is appropriate to email and when another form of communicationserves us better.  In addition toexamining email in this fashion, we must also consider Instant Messages (IM's),text messaging, and all other forms of e-communication.One of the biggest problemswith e-communication is the "send" button.  As soon as you hit that button, you cannotturn back.  Furthermore, e-communicationprevents us from judging a reaction to our message.  Via countless nonverbal messages, we passalong our feelings and the underlying intent of the communication.  When we say to a colleague, "The bossshould see this report," do we mean should, meaning the boss needsto see it, but don't send it for goodness sakes! Or, do we mean, he should getthe report, and yes send it, like, now!  Arewe joking?  Are we being sarcastic?  Are we deeply affected?  We cannot convey any of these feelingsthrough e-communication where the risk of misunderstanding skyrockets.  Yet, more and more of us are writing notes tocolleagues, clients, subordinates, and bosses and expecting those one-waycommunication notes to convey meaning.How can we take advantage ofthe amazing convenience of e-communication and avoid the risks ofmiscommunication?Choosing the right kind of communicationWhen we look at communicationof all types, we must evaluate the medium in which we communicate.  In the past we had fewer choices, namelyface-to-face, telephone, or written letter. For years people wondered about the best time to use each of thesemedia.  Clearly, when we had somethingurgent to convey or when we wanted to make our message particularly personal,we chose a face-to-face interaction. When the message was less personal, we moved down the continuum totelephone communication and finally to the least personal, the businessletter.  After years of struggle, thatis, where we sent letters when we should have called or where we called when weshould have communicated face-to-face, we finally figured it out.Today, however, we have manymore choices and those sheer numbers add to the confusion around what to dowhen.  For example, a letter no longerseems impersonal.  In fact, because weget so few letters or hand-written notes, we take notice when one comes acrossour desk.  We appreciate the time ittakes to actually put a letter in an envelope and attach a stamp.  These efforts suggest something much moremeaningful than it did in the past.  Thetelephone call, which used to be more impersonal, has become an"interaction."  Indeed, we'vereached a new crossroads in communication where we must decide on a medium forour message not based on convenience alone but based on purpose and intent.When to usee-communicationEmail•  Whencommunicating with a large group of people.•  Whencommunicating simple, direct, clear facts, e.g., "The meeting is at themain entrance to the hospital at 5 o’clock."•  Whenonly one or two responses will give you an answer; not when trying to reach acomplex decision.•  Whencommunicating across continents or great distances.  (Although telephone services, such as, Skype,have become so inexpensive, that phone contacts, too, can be an alternative toemail if distance is the only obstacle.)•  Whensetting up a telephone appointment or a face-to-face appointment.•  Whenincluding a link to an article or blog you think someone might enjoy reading.•  Whenyou do not want to interrupt the other person. For example, when the other person is in a meeting, on an airplane,attending a wedding or funeral or otherwise unavailable by telephone.Texting and IM's•  Textingis a great alternative to cell phone conversations in public.  Who wants to listen to you set up your bigpresentation or purchase your car?•  Whenyou need an instant response. But, how often doyou really need an instant response?  Here are some examples where an instantresponse might be necessary: you are lost and need to get to an importantmeeting; your flight was cancelled and you need to contact others before theydepart their cities; documents were not received; you need to locate yourteenage daughter.•  Whenyou know the other person is unavailable by email or cell phone and it's thebest way to send a short message.•  Whenyour boss refuses to communicate in any way except texting.As we wrestle with theappropriateness of which form of communication to employ when, we findourselves facing more and more confusing, sticky e-situations.  The next time, before you hit that sendbutton, ask yourself, 3Is this the best way for me tocommunicate?3