Fathers and Sons
I was talking to a veteran manager and he told me an anecdote that caught my interest.
This man had a son that had a room in the upstairs floor of the family house. One day the son told him he was sending him a web link of interest; the link failed to arrive. The father asked for a resend, which the son promptly effected; yet still no link was received. Finally my friend asked what email address the kid was sending it to – and the son, surprised, said “Skype!”…
A growing communication gap
What was happening is something I often observe: the younger generations –Y and Z – use many new messaging channels that their Baby Boomer parents often don’t use at all – and vice versa. Where the older folks are primarily email users, younger people are all about Facebook, Skype, WhatsApp and so on. But the problem isn’t just that that they don’t share a channel to communicate on. There are many interesting implications here, such as:
- The son in the story was unaware that his messages were going into limbo. He just couldn’t imagine that his Dad was not constantly logged into Skype. This is typical, and I observe it often: senders don’t bother to check that their intended recipients are users of the channels used. They just hit SEND and are confident that the connection will happen.
- This situation is not limited to cross-generational mail. I often find messages that have been waiting for me in obscure corners of my digital world – say, on LinkedIn, where I check my incoming mail less religiously than on other channels.
- The story highlights the fact that while email is certainly not going away anytime soon, younger people do tend to disfavor it compared to other methods.
- Even when failed communication is not an issue, the profusion of channels is a problem. The people I work with use multiple channels to reach me – including Email, Facebook messenger, WhatsApp, SMS, LinkedIn InMail, and web site contact forms. Not only do I need to keep track of many streams, but also the channel chosen is often sub-optimal for the type of message (for example, when a long missive is shared using Facebook’s rather limited message interface).
So – what can we do about this?
One solution is to apply the concept of a Unified Inbox, a single user interface that shows you all your incoming messages in one place. There are various software tools in this space; run a Google search on “all your mail in one place” and “all your messages in one place” to find them.
Another option is to have those services capable of it notify your regular main email when you get a message in one of them. Combined with a rule to sort them into folders that make sense to you this can be a good workaround.
And of course, you can actually negotiate with your correspondents – when they say “I’ll send you the link”, specify “please send it to my Gmail address”, or to whatever service you prefer.
Organizations face a bigger challenge: Given that most workplaces today are multi-generational, with Gen Y and Boomers working side by side, it is critical to ensure that employees are all on the same page regarding the channels they use for work communications. If you manage such a diverse group, you would also do well to provide them with messaging effectiveness training that will teach them what channel to use in what circumstances for best productivity and least messaging overload (give me a call if you need help on this).
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We have a generation gap to bridge!
Nathan, I find that within organizations (beyond the startup), this issue gets smaller. There is the accepted email path and there is an accepted messaging path. The biggest issue (for me) that arises is the expectation of always being available on that path. Obviously, if I am not running Slack and you send me @messages there, I will only see them the next time I login.
Jack,
I’m curious what you are defining as channels. One of the reasons large enterprises can’t seem to tame the info beast is because of their perceived control over the channels being used…
People are tricky tricky! Everyone’s butts are on the line to pump out more “products” and more “innovation”—they don’t have time for their information system to break. When it does (and it does, every three seconds), somebody WILL slap up a new channel to keep the ball rolling. I’d be willing to bet you everything but my cat on that statement. 😉
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Nathan,
Funny/relieving that your article checked into my stream this morning. I just published a project on Behance last night. The theme revolved almost entirely around the multiplying state of information channels.
https://www.behance.net/gallery/53786685/Information-Can-your-organization-handle-it
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I do think, though, that the solution goes deeper than training on what’s and when’s.
It’s not that people don’t know when to use a channel or which one. It’s that people’s brains don’t have the ability to categorize and systematize information. Their viewing of communication as one big thing (and the resulting sloppiness in messaging behaviors) is a manifestation of our population’s decline in linguistic capacity.
The solution, I would argue, is to bring rigor of language into our businesses.
Can’t figure out how to write an email shorter than 17 sentences? Fired.
Can’t capitalize cities and states in any of your presentations? Next.
Very interesting, Kay… and I agree that language skills (especially as relates to writing well, a key component in the classic “liberal arts” education) are an endangered species.
Impressive project you have on Behance!