Purpose of Communication

The phrase “everything but the kitchen sink” describes a situation in which almost nothing is left out. This phrase can easily be used when the intended communication has included far too much information. We live in a fast-paced world, so getting to the point is a valued time-saver. Having someone explain how to build a watch on the way to answering the question, “What time is it?” demonstrates a speaker who has lost track of the primary purpose of the communication.

Here is an all-too-common example of the irritation and time that is lost in business communications when a purpose is not established.

Date: 7/2/17

To: Julie Johnson <jjohnson@buildathing.com>

From: Suri Tanaka <stanaka@goodhomesremodel.com>

Re: Remodel Project

Management is really pleased with the progress made on the remodel. There were four employee focus group meetings held and two meetings with the architects. Just last week, the architects brought back the layouts for the back offices and employee break room.

This new drawing included couches, kitchen facilities, and many outlets to recharge electronics. Can you each provide some feedback on this design? With some of the ergonomic furniture choices, the project started to look like it would be exceeding the budget by 10 percent.

Management needs employee feedback on areas where some of the improvements could be delayed.

Best,

Suri

Judging from the first sentence of the message, this email is a report on the status of the remodel. It is easy to set this message aside if it is a busy day (or week!). Only when you get to the second paragraph does it become apparent that this is not a status message, but a request for input. When creating a business message the writer must narrow the communication and organize the communication to highlight the primary purpose. Let the receiver know if any action or response is expected early in the message.

Clear and Efficient Communication

The primary purpose of every business communication is to deliver information clearly and efficiently. Clear communication ensures the receiver understands the intended message. Efficient communication ensures the message is communicated quickly without a lot of back and forth. For example, imagine someone sends out a message about the team meeting next week on Tuesday in the main conference room but forgets the time of the meeting. A flurry of messages then fly back and forth, filling everyone’s inboxes.

In a less obvious manner, this back-and-forth of communications comes when the initial message invites a response but does not show consideration of the message recipient because it omits needed background. “Management decided to hold the company picnic on Tuesday, May 13 at the Southside park.” This message generates a flurry of emails about “Who will be the backup staying in the office?” and “What happens in case of rain?” It is likely the sender has the answers to all these questions but did not think about how the receiver(s) might need to know this as well.

To avoid the back-and-forth of communication you must ensure two things:

• The sender’s idea is clearly received by the audience
• The communication provides just what the receiver needs to know: not too much and not too little