Communication!

Communication in a small company can be difficult, and in a large organization is nearly impossible. Making sure the activities of your company are at least in some part familiar to everyone who represents you takes constant effort, but if it is not done consistently the image of your business will quickly fall prey to the old adage of "The left hand not knowing what the right hand is doing".

Each individual who represents your organization may come into contact with an internal or external client, potential client, supplier, or media personality and should have a resource they can turn to, to be able to keep informed of the goings-on. With the advances of technology, this can be as simple as an email folder for events and distribution procedure, an up to date online calendar, a notice board in a place everyone has access to, a communications department, or a well-informed receptionist. The best systems are clear, uniformly available, updated regularly and accountable by someone.

As obvious as it may be, when you don’t communicate your wishes, you take a risk that people won’t guess what your preferred response is. The benefit of a closely knit team is that you learn to read each other, can forecast reactions and preferences, and then formulate responses that reflect your group. When you don’t have this advantage yet your best bet is to be extremely clear – and let it be known that you welcome questions and will make time to clarify any issues.

The most amusing example I've encountered lately (business or residential) of a communication blip was aired over my radio this morning. The excited announcer was placing a live call to the just-announced winner of a pair of coveted concert tickets. After several rings, the phone was answered by a woman whose tone gave the impression that she was employed at the residence. The DJ asked if he could be connected with the individual and gave both names of the person he was looking for. She replied he lived there, but she wanted to know who was calling for him. When the announcer identified himself, he stated that "John" was a listener who entered a radio contest. The woman then politely responded that it must be the wrong number, that the "John" who lived there would not listen to that station, and hung up the phone. I hope "John" wasn’t listening from his vehicle, because if he were things may be a little tense tonight.