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RF — Workplace Communications and Technology

Research and Analysis of the "big picture" of messaging within the workplace. What types of communication are happening and how?
by

Chad Owen

on 13 September 2012

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Transcript of RF — Workplace Communications and Technology

E-mail User Types Workplace Communication: A Big-Picture Model An investigation of workplace messaging and communication in light of new technologies and tools to collaborate and get work done. Message Anatomy VELOCITY AUDIENCE LENGTH Sentence CONTENT Paragraph Single
Thought Ideas Short Answer A Task List Fill out and send the TPS Report to Jane. I will meet you in the lobby of the hotel. We aren't using email marketing as effectively as we could to reach our clients. Item 01
Item 02
Item 03
Item 04
Item 05 While researching our social media and email marketing strategies, several possible changes could increase our customer satisfaction and retention. By sending a weekly email newsletter we can notify customers of out newest service offerings and help the sales force. Maintaining an active Twitter account will let us respond quickly to any customer service issues that may not be going through our regular support channels. Short Story Last week I went down to Orlando to see Client X. The first thing I saw when I got there was that all their machines were on the fritz, despite all of our remote support efforts! Working tirelessly through the night, the team was able to get everything back online and running like clockwork. To reward ourselves we all went to DisneyLand to take a photo with Mickey. Pages Analysis Storytelling How-To One Few Many Org Public 2-5 individuals Single addressee 6+ individuals Entire enterprise (100+) Accessible to anyone Slow Fleeting Fast The result is important, not the conversation Conversation Analysis Research Emphasis on knowledge and information, not actions Status
Updates "What are you doing right now?" Q & A Commenting Task
Management Document & Work Sharing Knowledge & Information Sharing Correspondence Delegation ToDos Reminders Task Tracking Feedback Attachments Shared Document Links Links Lists Threads Social Communication Debate Negotiation Expertise "Why do I hate you so much?" Because email... is overflowing into your inbox
dictates what you do
is where you spend up to half of your working day
is a horrible task management system Frequent
Filers No
Filers Spring
Cleaners Relaxed — Schedules and spends
little time with email
— Batches email processing
— Has low-velocity expectations Driven — Processes email continuously
— Responds as quickly as
possible
— Keeps notifications on Stressed — Spends lots of time processing
email
— Feels pressured to respond to
messages
— Overwhelming inbox Inbox almost always empty
Structured folder system
Filters by sender, priority, content All messages live in the Inbox
Rely on search and scrolling
"Stressed" users Infrequent Inbox purges
Half-implemented folder system Social Communication Information Exchange,
Storage, Retrieval Project & Task Management Activities Scheduling Casual Conversation Gossip Playing "Catch-Up" Off-Topic Discussion Task delegation Feedback Reminders Updates Task Lists Attachments Document Links Contacts Website Links Meeting Requests Availability Requests Meeting Reminders Invitation Responses The majority of emails are:
Action Requests or
Information/Document Attachments

followed by:
Status Updates
Information Requests
and Reminders. Here are the four broad categories of email activities that are prevalent today... Video Instant Messaging Voice Communication Modalities This is how we express ourselves in the workplace User Types Frequent
Filers No
Filers Spring
Cleaners Relaxed — Schedules and spends
little time with email
— Batches email processing
— Has low-velocity expectations Driven — Processes email continuously
— Responds as quickly as
possible
— Keeps notifications on Stressed — Spends lots of time processing
email
— Feels pressured to respond to
messages
— Overwhelming inbox Inbox almost always empty
Structured folder system
Filters by sender, priority, content All messages live in the Inbox
Rely on search and scrolling
"Stressed" users Infrequent Inbox purges
Half-implemented folder system Social Communication Information Exchange,
Storage, Retrieval Project & Task Management Activities Scheduling Casual Conversation Gossip Playing "Catch-Up" Off-Topic Discussion Task delegation Feedback Reminders Updates Task Lists Attachments Document Links Contacts Website Links Meeting Requests Availability Requests Meeting Reminders Invitation Responses The majority of emails are:
Action Requests or
Information/Document Attachments

followed by:
Status Updates
Information Requests
and Reminders. Here are the four broad categories of email activities that are prevalent today...
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