The Three "Hows" of Communication

When I worked at John Brown University, one of my responsibilities was to contact students about paperwork. All students were provided a university e-mail address and free local telephone service in their dorm rooms, so contacting students should have been a simple task. Unfortunately, some students wouldn't check their e-mail and many of them opted out of the free phone service available to them.

Regardless of what field you’re in, "Communication" is always a popular buzz word. Leaders need to communicate and listen; sales people should carefully listen to their clients’ requests; ministers must effectively share the gospel; families must keep bonds strong with each other. Communication is vital to every aspect of your life, but what happens when the message isn't heard?

The Three "Hows" of Communication

1. Make it specific. When I contacted students, I would send a mass e-mail that started with a vague greeting and that offered little information about how the student needed to respond. Then I learned about mail merges. With little extra work, I was able to send e-mails that said, "Dear John Smith, Please come to the Financial Aid office to sign your student loan papers," instead of, "Dear Student, Please come to the Financial Aid office to complete some paperwork."

The response was clear and immediate. Students took the time to read and respond to the e-mails that looked like they were written specifically to them. With very little additional effort, my communication to the students became more effective. Truth be told, I could send hundreds of these messages in only a few seconds.

Regardless of your communication needs, this concept is still true. Substitute generic and vague language with specific information. You will probably only need to tweak your prepared message, but the results will be immediate.

2. Make it clear. My office was off the beaten path, so many students did not know where it was or how to get there. When we needed students to come to our office, it was necessary to include directions.

When you communicate, any confusing element can cause the whole message to be lost. Is the main point clear? Are the expected responses and outcomes clear? Is the location of your hard-to-find office clear? Any missing element can cause miscommunication.

3. Meet your audience. If you don't have a Twitter account, what good is a tweet to you? If you don't have a phone, what good is a call to you? The message must be delivered in a way that is relevant and accessible to your audience.

When I contacted students, some responded to e-mail, but very few responded to phone calls.  As I tried different modes of communication, I eventually realized that sending Facebook and e-mail messages to the students were much more effective than calling them.

What kinds of communication are you involved in? Where does your message get lost? What other ways do you effectively communicate?