Picking the Right Tool for Effective Communication

Effective communication content is critical for project managers, but so is the tool you use to send your messages. Here are tool guidelines based on the intent of your communication:

• Email is appropriate for repeatable and expected messages such as status reporting or scheduling meetings. Because recipients can’t use factors like the voice inflection to interpret the meaning of your emails, it’s unwise to use email for messages that require interpretation. That’s why email should be limited to messages when only a straightforward acknowledgement is required from the recipient.

 

• The telephone works when more information needs to be exchanged and the data or management process has been previously discussed, such as risk items, known issues being resolved, confirming requirements or simple change requests. Communication like this conveys information that may be questioned by the recipient, but those questions are predictable and the information is easy to discuss. Note: In situations where conflict may occur, use video conferencing or face-to-face meetings to manage the contention.

 

• Video conference tools are recommended when new or unexpected information needs to be shared. Problem solving, discussing more complex requirements, or reprioritizing requirements are examples where this richer medium is needed. Idea generation and complex problem solving can also be performed via video conferencing, if functions like whiteboard sharing are available and all participants are comfortable with them. Otherwise, train attendees before using these virtual tools or meet face-to-face.

 

• Face-to-face meetings are recommended when discussing your project in depth with difficult or powerful stakeholders or working through very contentious issues.

 

It isn’t always possible to use the recommended tool. To reduce risk, use the richest possible communication tool for the situation at hand.

Don’t trade efficiency for effectiveness. If you send a lot of messages that don’t yield the actions or answers you need, you’re sending the wrong message or using the wrong communication tool.

 

For more on communication, check out Doug Rose’s LinkedIn Learning course on project communication.