Page 35 - MetalForming April 2010

us less social. And how efficient is it considering the barriers created due to misunderstanding of a few words in an e-mail? If this sounds like a rant, I apol- ogize, but there comes a time when we need to pause and take the batteries out long enough for our people to reconnect.
This topic recently came to light while working with a client to evaluate its organizational planning and process- es. While the company is relatively small—fewer than 100 employees—its ability to communicate within the organization seemed strained and fraught with frustration. There was a real feeling of “them” and “us” even between internal groups who should be relying on one another, where synergy should be organically realized. After some one-on-one sessions and process- flow evaluation, it became evident that the firm’s primary vehicle for commu- nication was e-mail. So even innocent statements of fact or requests for infor- mation were perceived as if there was more to it, “Why did she copy her boss on this?” So often these e-mails created opportunities for misunderstanding, driving resentment and division. Not to mention a side effect of gradually changing the culture from collaborative to individualism seasoned with para- noia. All suffer from very full in-boxes. The simple fact is that devoid of e-mail, this organization would take on a very different dynamic—potentially, a more positive and productive one.
I’m not suggesting that we all stop using e-mail or that we deny our busi- nesses the benefits that communications technology affords us. In fact, people who know me classify me as an early adopter.
But what I am suggesting is that we need to ensure that our internal process- es—how we reach and engage customer touch points and supply partners and so on—is done efficiently and appropri- ately. Technology should supplement our ability to communicate, not domi- nate it. In the end, business is all about the people that make it happen, so how
they interact and communicate is too crucial to leave to chance. This said, take the opportunity for reflection and evaluate how well you and your people communicate—with one another and with your customers and suppliers. Now don’t martyr me on this subject by
blasting out an you can e-mail written in ALL CAPS! Maybe meet a few asso- ciates over coffee and talk about it. MF
To watch the United Airlines ad, go to
www.youtube.com and enter: united air- lines speech 1989 or go directly to: www.youtube.com/watch?v=zZ6Z8kcoi-E .
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