When we work together to resolve issues or make decisions, or even to gather information, we engage in a series of exchanges. We ask and respond to questions, report status, propose explanations, provide opinions, and much more. We do this in email, by teleconference, in face-to-face meetings, and at times, by text message. One exchange can even span several of these media. But because so many of us are moving targets, email has become a primary means of carrying out these exchanges. It's so dominant that we use it even when we don't need to, and that's where the trouble begins.
Exchanging email is a kind of conversing, but it differs from telephone and face-to-face conversation in important ways. Email doesn't represent emotive content faithfully; the writing skills of authors of email are variable; and authors tend to dash off messages without careful thought. I could go on.
But four properties of email exchanges expose participants to elevated risk of making wrong decisions. These four receive much less attention than they deserve. Here in Part I are two of these properties.
- End-to-end latency
- In the context of email exchanges, latency is usually defined as the time between origination and receipt of a contribution to the conversation. We can call this form of latency transmission latency. It can differ for different participants. Perhaps more significantly, and more usefully, latency could be defined as the time between the author's conceiving a contribution and the recipient's reading it. We can call this kind of latency end-to-end latency. What happens during the end-to-end latency period includes all transmission delay, but also delays caused by workplace interruptions, offsets in the sleep-wake cycle, urgent demands for the attention of authors and recipients, and other factors.
- In some Email exchanges are unlike
Time delays can
have severe effects.instances, end-to-end latency can be infinite. This happens when spam filtering blocks or quarantines messages; when authors intend to contribute but fail to do so for some reason; when recipient errors or high incoming email volume cause recipients to overlook messages; or when recipients misinterpret messages and on that faulty basis elect not to respond.
- Duration of message content validity
- In synchronous meetings — face-to-face, live video, or telephone — when a participant's contribution is invalid in some respects, other participants can offer corrections almost immediately or relatively quickly. The original contributor might then either dispute or accept the correction, equally immediately. Invalid contributions have relatively short lifetimes.
- By contrast, in email exchanges, invalid contributions can have longer — sometimes much longer — effective lifetimes, because of the longer end-to-end latency of email messages. And during the time in which the invalid content is extant, it can spin off additional content that itself can be invalid. When contributions correcting the original message finally appear, the original poster might not see them immediately, which further delays final resolution of the issue.
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More articles on Effective Communication at Work:
- High Falutin' Goofy Talk
- Business speech and business writing are sometimes little more than high falutin' goofy talk, filled
with pretentious, overused images and puff phrases of unknown meaning. Here are some phrases that are
so common that we barely notice them.
- When we take time to express to others our appreciation for what they do for us, a magical thing happens.
- An Agenda for Agendas
- Most of us believe that the foundation of a well-run meeting is a well-formed agenda. What makes a "well-formed"
agenda? How can we write and manage agendas to make meetings successful?
- Changing the Subject: II
- Sometimes, in conversation, we must change the subject, but we also do it to dominate, manipulate, or
assert power. Subject changing — and controlling its use — can be important political skills.
- The Limits of Status Reports: I
- Some people erroneously believe that they can request status reports as often as they like, and including
any level of detail they deem necessary. Not so.
Forthcoming issues of Point Lookout
- Coming July 8: Multi-Expert Consensus
- Some working groups consist of experts from many fields. When they must reach a decision by consensus, members have several options. Defining those options in advance can help the group reach a decision with all its relationships intact. Available here and by RSS on July 8.
- And on July 15: Disjoint Concept Vocabularies
- In disputes or in problem solving sessions, when we can't seem to come to agreement, we often attribute the difficulty to miscommunication, histories of disagreements, hidden agendas, or "personality clashes." Sometimes the cause is much simpler. Sometimes the concept vocabularies of the parties don't overlap. Available here and by RSS on July 15.
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