One of the best pieces of advice I got was “Find out if they are an email person or a phone person and communicate with them that way.” These days you have to add text messages, hangouts, whatsapp, irc, etc to the list, but the same principle holds true.
I’ll give you an example of how this can go wrong if you don’t “speak the right language.” Someone recently called the GNOME Foundation Board and identified themselves as press and asked to speak to me. Note that the board doesn’t have a phone. It’s just a virtual mailbox because organizations are supposed to have phone numbers.
If he had emailed the list, I’m confident he would have been forwarded on and gotten an answer (or been told no) within 24-48 hours. Instead he called.
I read about it in the board meeting minutes.
Here’s an overview of the proposed agenda/topics for this meeting:
* Adboard meeting at FOSDEM 2015
* Next steps for the Outreach Program
* Responding to a phone press inquiry asking to reach S. Peters
I replied back that if he was looking for me, he should be able to find my contact information easily on the web but that they were welcome to forward him to me or to the press list. Now note that they can’t forward it. It’s a voice mail in a virtual voice mail box.
So the next week I read in the minutes:
* Responding to a phone press inquiry asking to reach Stormy Peters
* Comment from Stormy: “There is a press mailing list to deal with press inquiries. And if they are looking for me, they should be able to find me but you are welcome to point them my way.”
* ACTION: maybe Rosanna can check with the caller to see what he wants and see if we need to get back to him by press contact, or if he really wanted to reach Stormy in particular?
Now, before you say how absurd, why didn’t they call him back, I want you to think back on all your communications over the past week. If you are like most people, I bet there’s at least one email, text message or voice mail you haven’t answered yet. And one of those unanswered messages is probably in a medium you don’t like to use much. People that know you well, know whether to send you a text message or an irc ping if they need a quick answer from you.
I think this is especially important when it comes to team communications.
If your team usually communicates over mailing lists and irc, and you set up a video meeting, does that fit their culture? If you set up an irc meeting, does that fit their culture? And if not, are you purposely trying to drive cultural change? Did you tell them that?
I tried holding all my extended team meetings as irc meetings instead of video meetings last year in order to involve more volunteers. It didn’t work. I’m guessing it’s either the meetings themselves that are either not in the culture or the meetings were not useful or our internal structure of teams didn’t match what volunteers thought of as projects.
Project communication goes beyond meetings and includes things like announcements, discussions and decisions. Should announcements be emails from a single person or newsletters or blog posts in your project’s culture? Should discussions happen on irc or mailing lists? Should they be logged? Should decisions be made on mailing lists, in meetings or in bug tracking tools?
How does your team communicate? How do you change those channels when you need to? Or can you?
2 Replies to “Speak their language: communicate in the right tool”
This was quite insightful. Also thank you for validating my hated of phone calls.
Very true. Most of the Bluefish community communicates on a mailinglist. I’ve directed lots of people with ideas and questions to the mailinglist, and I found that some do and other don’t. Apparently a mailinglist doesn’t fit some people. Then I added a facebook page, and started building community on facebook too. And quite some people started following. But I found that the groups hardly mix. Either people like mailinglists, or people like facebook. Very few are active on both channels. The drawback of two channels is that that I need to communicate on multiple channels, but in return I reach far more people.
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