Most of us learn to draw with crayons and learn to write with a pencil. In elementary school, we’re handed markers, watercolor paints, glue sticks and elbow macaroni. Later, we get access to the dangerous tools like pastels, Xacto knives, and Adobe Creative Suite. If you’re brave and artistic, these tools are liberating. For the rest of us, it’s tempting to keep reaching for those trusty yellow pencils; they feel good in our hands, we remember how to hold them, and we always know which end is the eraser.
The tools we have to communicate with one another are like the supplies in an artist’s tool box. Knowing when to pick up the right one can mean the difference between a masterpiece and the grayest sunset ever.
I’m not claiming to be Rembrandt, but here’s my attempt at organizing the toolbox most of us bring to work each day:
E-Mail
Best features: It’s familiar, comfortable, and everyone uses it. It’s the #2 pencil of communications tools.
Drawbacks: Everyone uses it. Inbox overload is a common problem. Reply-All volleyball matches and unwieldy file attachments are excruciating.
What it’s best for: The two paragraph conversation. Direct requests for action or information. Urgent announcements.
When it doesn’t work: Discussions with large groups, very short messages (consider using instant messenger instead), sensitive topics or contentious debates (just pick up the phone, already!)
Tips for using it well: Be brief, but not curt. Start with a short greeting, and make your request or call to action clear. Close with a word of thanks. The key to using email well is to know when not to use it: If your message is more than three paragraphs long or takes more than 20 minutes to write, set up a meeting instead. If your topic is sensitive and you’re at all concerned about how the other person will react, pick up the phone or talk in person. If your file attachment is bigger than 1 MB, post the document on a file-sharing site and email your audience the link instead. If you’re hoping for a lively back-and-forth conversation with a group, use an online discussion forum.
Instant Messenger
Best features: You can get someone’s attention immediately. The conversation doesn’t linger afterward and clog your inbox. It’s easy to use and you can tell whether someone is available, busy, or offline. You can send file attachments or screenshots.
Drawbacks: Flashing messages can trigger anxiety if you’re busy or get too many at once.
What it’s best for: The two-sentence conversation: Little nuggets of info, quick questions with easy answers.
When it doesn’t work: Long, complex conversations. Requests that require research, follow-up, or a record of the conversation. Discussions with more than 3-4 people.
Tips for using it well: Start conversations with a friendly greeting. If you’re making a request of someone, ask if they have a moment to chat. Set your own status to “In a Meeting” or “Do Not Disturb” or sign out altogether if you are unavailable.
Meetings
Best features: Face to face (or voice to voice) contact strengthens communication with body language, vocal inflection, and full attention (or so we hope).
Drawbacks: Costly, in terms of time - a 1-hour meeting with 20 people costs the bank 20 hours of productivity. In large meetings, more vocal/extraverted participants tend to dominate the conversation.
What it’s best for: Brainstorming with small groups (fewer than 10), making big/high-level announcements to larger groups, team building and camaraderie
When it doesn’t work: Decision making and brainstorming with large groups, presenting detailed information to large groups
Tips for using it well: Keep your meeting small and ask yourself if it’s the best use of everyone’s time. If you’re including more than 10 attendees, consider using a blog (to give news updates) or a discussion forum (to brainstorm or make a decision) instead of or in addition to your meeting. Check out some of my tips for making the most of offsite meetings and conference calls.
Online Discussion Forum
Best features: Enables many:many conversation, where multiple participants can post messages, read, and reply to one another. More effective than meetings at giving everyone a voice, especially introverts.
Drawbacks: Newer technology, has a learning curve. People often need to be reminded to participate (email helps). Depending on your company's available technology, creating a forum or community with all of your participants may require extra effort.
What it’s best for: Brainstorming and problem-solving with groups of 5 or more. Socializing and team building with a geographically diverse group. Crowdsourcing – posing a question to a large group without knowing exactly who will have the answer.
When it doesn’t work: Quick decisions or strong declarations – If you open yourself up to everyone’s input, be prepared to receive and listen to it.
Tips for using it well: Follow the same rules of politeness that you would in a meeting. Don't try to rein in the conversation if it veers slightly off-topic; the magic of this medium is its openness.
Blog
Best features: Easy online publishing, supports sharing of photos and videos, allows user comments, reach an interested audience without imposing on people’s time or inbox space.
Drawbacks: Learning curve. Depending on where you post it, your blog may attract readers outside of your intended audience.
What it’s best for: Project updates, leadership messaging, knowledge sharing, an elegant alternative to meetings and emails
When it doesn’t work: Urgent messages – Since blogging is a “pull” communication method, your readers may not find you right away unless you email them.
Tips for using it well: The next time you're getting ready to send a mass email to your team, copy/paste the message into a blog instead, and email your team the link. See how they respond.
