IMI WHITE PAPER SERIES. and the Decline of Business Communications
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1 IMI WHITE PAPER SERIES and the Decline of Business Communications
2 Introduction and the Decline of Business Communications Business writing has come a long way in the last 30 years. Most would say downhill. When correspondence had to be painstakingly typed or handwritten, professionals chose their words carefully. Often times, a secretary typed (and retyped) the correspondence before it was sent, putting an additional burden on the writer to pay attention to sentence structure, tone, and how the correspondence would affect their professional status. Things have changed. Somewhere between typewriters and Instant Messaging, professionals have lost the art and science of communicating effectively with their peers, managers, customers and staff. In a world where even the most primitive typist can hen-peck their way around a keyboard, people are more interested in quickly dispatching an to clear their plate, than to carefully word and organize their thoughts to achieve an intended result. The consequence is that people are spending more time in an endless spin of reading and writing , and less time communicating and achieving an outcome. Reading and writing have become the job. A recent survey of nearly 600 professionals by Information Mapping, Inc. (IMI) showed that 95% of respondents said that writing is important, very important, or extremely important to their effectiveness on the job. In fact, over 63% of respondents spent between one and three hours a day writing s; and over 65% spent the same amount of time reading s. In the worst case, that results in 75% of a professional s day spent in leaving the remaining two hours to actually perform their respective functions. Average Time Spent Writing Average Time Spent Reading 10% 3% 24% 10% 2% 22% < 1 Hr/Day < 1 Hr/Day 1-3 Hrs/Day 1-3 Hrs/Day 3-5 Hrs/Day 3-5 Hrs/Day 63% 5+ Hrs/Day 66% 5+ Hrs/Day Continued on next page Copyright 2011 Information Mapping, Inc. Page 1
3 Introduction, Continued According to the survey, 70% of respondents attributed the time reading was spent on 20 or more communications. That respondents are spending up to six hours a day reading and re-reading as little as 20 s flies in the face of the productivity gains that are ascribed to technology. In fact, the majority of survey respondents (89%) indicate that up to an hour per day is wasted trying to decipher poorly written s. The Cost of Poor Communications The IMI survey sheds light on the decline in writing skills in the business world. For years, business leaders and academicians alike have raised the flag on the cost of poor writing skills. Lin Grensing, author and consultant in employee relations and organizational communications, reported that 79% of surveyed executives cited writing as one of the most neglected skills in the business world, yet one of the most important to productivity. The National Commission on Writing estimates that remedying deficiencies in writing costs American corporations as much as $3.1 billion annually. This does not include the soft costs of people reading and re-reading communications that they do not understand, taking wrong actions based on miscommunications, or taking no action and jeopardizing corporate initiatives. A survey of 402 companies reported by the Associated Press noted that executives identified writing as the most valued skill, yet admitted that 80% of their employees at all levels need improvement. As a generation of business professionals enter the market who were raised on and Instant Messaging where punctuation, grammar, and capitalization are often below the 2 nd grade level the picture becomes grimmer. It is not a surprise that s are difficult to understand, comprehend, interpret or act upon when most professionals do not have the underpinnings to structure and communicate their thoughts. When one considers the top five reasons that survey respondents use , the need for improved writing skills becomes a priority. The reasons listed are: 1. Answer questions 2. Request information 3. Provide feedback 4. Provide progress reports or status updates 5. Communicate policies and procedures Clearly, how effectively writers can communicate information affects professional reputation, corporate productivity, customer satisfaction, compliance mandates, and the overall bottom line. Yet people are so overwhelmed by the mass of disorganized information that they receive, they do not know how to respond. Continued on next page Copyright 2011 Information Mapping, Inc. Page 2
4 The Cost of Poor Communications, Continued A call to action: It s time for professionals to get back to the basics of business communications. is a critical communications tool that can enhance careers, be effective and efficient, and stand the scrutiny of business accountability or it can adversely affect an organization s overall performance. The Failure to Communicate In addition to the time wasted reading and writing , nearly 80% of IMI survey respondents indicated that s they receive from people within their organization contain content that is not relevant to the work that they do. What we have here is a failure to communicate. - Cool Hand Luke 66% of respondents want people to act on or respond to their , however 53% of respondents are not clear how they should act on or respond to another s . Poor structure, communication, and writing skills are at the heart of the problem. Major issues that IMI survey respondents face in trying to decipher corporate s include: Content is too long or wordy; hard to read 49% Content is disorganized 51% Content has misspelled words or grammatical problems 43% Critical information is missing or difficult to find 41% Not clear what I should do or how I should act on the information 53% Subject line is missing, vague or unclear 29% A significant number of respondents identified the need to follow long threads of conversations within an as a particular waste of time, in addition to being copied on items that have little or no relevance to their jobs. Redefining the E in Effective and Efficient must become a corporate priority. Despite its downfalls, most people feel lost when forced to be without for more than a couple of hours. Copyright 2011 Information Mapping, Inc. Page 3
5 Although most organizations have outlined policies and procedures to protect themselves against compliance violations, the basic need for effective, professional communications has been pushed aside. It is incumbent on organizations to train their employees how to write effective and efficient communications, structure content to meet the needs of a diverse range of recipients, and maintain consistent dialogs that provide content that is relevant and audience specific. Reviving Business Communications in an World As a leader in Information Life Cycle Solutions, IMI has over four decades of helping organizations overcome business communication challenges. Based on this experience, IMI offers some advice for dealing with the most common writing mistakes and challenges. Write Clear Subject Lines. Often vague, inaccurate, or missing altogether, subject lines should help users know what to do and how to act. Writers should spend time crafting a subject line that will get attention in a crowded inbox. Organize the Information. Authors should take time to create a purpose and main thought, organize a logical flow of information, group relevant information together, and identify what action is expected of the recipients. Communicate Effectively and Efficiently. Good writing skills include proper grammar and spelling in addition to the use of positive language, the appropriate tone and style for the audience, reduced hyperbole and succinct communication. Practice Good Etiquette. Proper etiquette ranges from copying and responding to only those interested and keeping information relevant, to not expecting a recipient to read a long trail of forwards in order to quickly ascertain why they are being communicated with and what is expected of them. An E-Learning Program for Communications IMI has introduced an e-learning program to help companies cultivate the skill of effective communications. This online, self-paced program introduces users to the essential concepts of writing organized, actionable, and well-understood e- mails. The IMI program called Making Work! teaches authors how to: Establish a purpose for their correspondence Identify a desired response Communicate more effectively Differentiate between appropriate and inappropriate content Identify reader-focused content Organize and label content effectively to assure communication Copyright 2011 Information Mapping, Inc. Page 4
6 Sequence and structure content to enhance readability Write effective subject lines Practice good etiquette The goal of the program is to reduce the delays, errors, misunderstandings, loss of information and decrease in productivity that are escalating in today s business world due to the proliferation of poorly-written and structured s. With corporate usage showing no signs of slowing, and the proliferation of wireless access to the Internet making it easier for people to write and receive anywhere and anytime, the time for companies to go back to the basics of clear communications has never been more urgent. Copyright 2011 Information Mapping, Inc. Page 5
7 About Information Mapping (IM) Mission IM s mission is to help leading global organizations achieve significant improvements in performance by improving all aspects of the information lifecycle. IM helps customers improve the way people design, develop, deploy, manage, and communicate information across the enterprise. Reputation IM is a high-integrity organization that partners with its clients to bring practical, effective solutions to difficult information challenges. Our customers generally recognize human performance problems related to poorly constructed information. They are looking for a lasting solution that will produce measurable results. Many of the IM s largest customers have recognized the synergistic value of the suite of IM s offerings services, technology, and training. Longevity For the past 40 years IM has been helping leading organizations worldwide achieve significant improvements in performance by changing the way people design, develop, deploy, manage, and communicate information throughout the information lifecycle. More than 300,000 people in thousands of organizations in at least 40 countries have benefited from IM s unique services, technology, and training solutions. Experience IM has helped thousands of leading organizations worldwide address a wide range of information-related challenges. IM s expertise includes assessing current knowledge and content management practices and creating strategies for optimizing how knowledge is captured, communicated, used, and reused evaluating performance objectives and designing appropriate solutions, curricula, and learning programs creating effective information architectures and taxonomies for organizing content on paper, on the Web, or in content management systems designing and developing usable policy and procedure documentation, Web and Intranet content, user guides, and product information, and managing complex multi-phased consulting and development projects. For More Information Please contact us at: Information Mapping, Inc INFOMAP ( ) ext contactus@infomap.com Copyright 2011 Information Mapping, Inc. Page 6
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