Why email should not be your primary form of communication
The Insight
Good communication is about conveying an idea in a way that the receiving party understands and empathises with. An email can be a great way to communicate and confirm various pieces of information, however as a project manager, it should never be relied on as the primary form of communication.
In most cases, if your email does not start with “as per our discussion”, don’t send it. This is particularly important when delivering unwanted or unexpected news, maybe to clients about a budget issue. An email can often be misinterpreted and does not convey all the emotive parameters intended.
While an email can be a great medium for sharing details, the key points should be discussed in conversation beforehand. Conversation can take place in person, on the phone, or over video call.
Communication is complex because it is tied to more than what you say. Emails neglect body language, facial expressions and tone.
Emails cannot adequately facilitate conversation because it distorts how we ‘listen’.
The Impact
Appropriate and thoughtful communication at all stages of a project is critical to the relationships on the project as good communication is the basis of informed decisions.
For example, while building a performance space, a contractor constructs a proscenium wall in the wrong location. While it’s easy for the project manager to simply defect the work, this can damage the working relationship. Instead, by visiting or calling the contractor the error can be promptly discussed. This subsequently allows time for the contractor to conduct their own investigations, giving them the opportunity to correct their error with no further correspondence or time wasted. More importantly, the good working relationship is maintained as the contractor remains in control of their works/site. With this mutual understanding, the trust and confidence grows.
Conversation allows the project manager to understand stakeholders, anticipate requests, thoroughly comprehend the project and contract, and help facilitate important discussions.
This allows for projects where stakeholders know what to expect, contractors know what to deliver, and the project manager will be confident that the project will be successfully delivered within the defined/specified parameters.