Not Another Memo!

The road began to rise as I approached the mountains just east of Seattle. The skies were blue and the road was dry. Ahead, a readerboard warned there was construction ahead and to be prepared to slow down to 55 mph.

I was making pretty good time heading toward the pass until a pair of trucks pulled out in front of me. They blocked the highway and each truck displayed a sign: Do not pass. The trucks proceeded down the interstate going 20 mph. Traffic backed up quickly and stretched out as we traveled west at this slow speed.

We headed down the highway for 15 then 30 minutes in a procession. We passed more reader boards with the same message: Construction ahead, be prepared to slow down to 55 mph. Questions began to nag me. Why are we doing this? How much longer will this last?

This situation reminded me of a common complaint that I hear from both employees and managers. 

From the staff, I frequently hear such comments as, why are we doing this? What is it we’re supposed to be doing? From management I hear, why is this taking so long? Why is this is a problem? Typically the comments resonate with frustration.

When managers are asked how they communicated a new requirement, they will cite how they sent an email or memo explaining all the details. They will typically claim they sent the information out well ahead of time and in detail. In other words, they did their job.

In spite of this effort, many remain frustrated by a lack of understanding. Employees and managers alike want to know what is going on, to be informed. This want for being “in the know” was identified as a top priority for both employees and managers over 60 years ago.

Part of the problem is that few people read emails and even fewer read memos. Why? Because they haven’t found them to be very helpful or they are overwhelmed and can’t get to them. Another possible obstacle is that they resent the lack of personal interaction represented by written notification, which they may perceive as a lack of concern and respect.

Too often the solution to convey information is deemed simple. But in reality, it takes a lot of effort. To successfully get the word out requires going and talking with the folks with whom you want to communicate. Doing this in an informal manner allows you to see people’s reaction, answer questions and verify the message was received. People will feel respected, valued and be more inclined to help with whatever you’re trying to accomplish.

Sure, this takes time – but cutting corners by not making the effort to meet with people will invariably lead to frustration and challenges in what you’re trying to accomplish. This will lead to delays in accomplishing the objective. Going slowly up front by personally getting the word out will allow you to go much faster in accomplishing your objective with considerably less frustration.

After following the trucks for 40 minutes, they pulled over and the two lanes of traffic made it safely through a very short detour. As I sped up, I wondered about the return trip.