The idea is that the link between communication and action can be measured and reported. We do this for financial and product flows: Why not do it for our communication?
These ideas map to my concept of a new kind of email tool. Part of the idea requires that the sender classify every message as one of the following types: Information, Request, Order or Confirmation.
Rule 1: IROC.
- Classify all communications as one of the following:
- Information: No reply required.
- Request: Reply options are “Yes” or “No” (System asks “why?”). No response is considered “No”
- Order: Reply options are “Accepted” or “Rejected” (System asks “why?”). System follows up aggressively when it gets no response.
- Confirmation: Reply options are “Yes” and “No” (System asks “Why?)
Rule 2: Passive approval.
“Yes” is assumed for all intra-company requests unless you hear “no” within 48 hours. “No” requires a rationale.
Rule 3: Brevity.
Use short words. Use short sentences. Use short paragraphs. Be clear.
Rule 4: If it wasn’t said by email, it wasn’t said. “I told you on the phone last week,” “I told you in the hall” etc., are unacceptable.
If you have questions post them here – I will answer them.
This is an excellent post.
ReplyDeleteAn issue I have within my company is getting people to actually use e-mail. I sent a request to our bookkeeper and a week later I was told, I don't use e-mail. So I had to hunt the e-mail down, print it out and fax it to her. My boss (the owner) read an email I sent him (asking for advice), blew up and accused me of being wrong and not listening to other people's advice and opinion - after I just asked a question on which direction he wanted me to go - and never gave him my opinion. He finally said - don't email, call me. Yet everything I tell him, he wants in writing so he won't forget it. I don't understand.
ReplyDeleteBut great post.