Practical models for technical communication - Shannon Kelley 2021
Why workplace communication matters
Workplace communication
Abstract: This chapter explores the purpose, types, etiquette, and ethics of workplace communication. The documents we use in daily workplace communication are an essential part of technical communication and require attention to audience, purpose, and message. This chapter covers the conventions, format, and style of different types of workplace communication, including emails, video and phone calls, memos, minutes, agendas, business letters, and even text messages. Technology continues to change how we communicate in the workplace. However, the fundamentals of technical communication remain the same and can prepare you to succeed in the future.
Looking Ahead
1. Why Workplace Communication Matters
2. Types of Workplace Communication
3. Communicating Professionally
4. Collaboration
5. Global Workplace Etiquette
Key Terms
” agenda
” block format
” code-switching
” collaboration
” directive
” indented format
” memo
” minutes
” modified block format
” thread
” tone
” workplace communication
Why workplace communication matters
You might not think of a business letter or memo as technical communication. But they are. Remember that technical communication means delivering specific and precise information to users. In the workplace, both the message you send and the people who read it have a unique job. As a result, workplace communication requires a technical approach.
Take the humble email, for example. Frank, an executive assistant, spends most of his day sending emails. When his supervisor asks him to send vital project information to his team, Frank finds a group email from a few weeks ago and hits “reply all.” He cuts and pastes tables from the project report into the email and sends it out. What do you think happens?
You guessed it. Most don’t read the email because the subject line appears unrelated to the recent meeting. Even those who do open the email aren’t sure what they’re to do with the information they received. Frank hasn’t saved any time, for himself or anyone else.
An effective communicator makes the email’s purpose clear by starting a new thread and giving it a timely subject line. The email opens with the most important information. The data tables include a heading and explanation of the content. It then closes with a specific request for action or response.
To communicate effectively in the workplace, you need to keep in mind the audience’s expectations for content and format. You’re going to spend most of your career communicating with others at work, either face-to-face or virtually. You can distinguish yourself and create an efficient workflow by learning the expectations and standards of workplace communication.
Workplace Communication Defined
Workplace communication is any information sent from one person to another to accomplish a task. This includes staff meetings, emails, memos, business letters, and more. You’ve certainly written emails to your family, led a scout meeting, or sent a text to your landlord about the leaky roof. But the workplace equivalent of these communication tools requires a technical approach.
As with other types of technical communication, workplace communication seeks to solve a problem, and this problem takes the form of a need. Workplace needs can be sorted into the following categories:
” A need for information
” A need for instruction
” A need for persuasion
For example, your coworker missed a meeting due to illness. They need information, so you share your notes in the form of meeting minutes. Alternatively, you’re convinced that a policy in the employee handbook needs to be updated, so you send a proposal by email to persuade the HR manager to reconsider the issue. The success of these workplace documents depends on considering your audience.
See Chapter 1 for more on purpose, message, and audience.
When you’re working with others, be sure to remember that they’re people. They have strengths and weaknesses and families and problems—just like you. Consider how your words will affect others. Realize that people have limited time and limited attention spans. Keeping your document tightly focused on your specific goal will make your communication more likely to be successful.
Knowing who you’re writing to (your audience) and why you’re writing (your purpose) should guide your message and direct you to the most appropriate medium (an email, a letter, an agenda). Is your audience the executive board or your workplace bowling team? Should your message be formal or informal? Answering these questions will get you moving in the right direction.