Recently, my boss took myself and the other supervisors from my job on a field trip. I got to spend two eight-and-a-half hour days in an auditorium with decent acoustics so I, and my coworkers, could listen to important people in leadership positions talk about, well, leadership. The leadership conference was simultaneously boring and thought-provoking. After coming home on day 2 and being asked how it was, all I could really say was that at least I wasn’t in front of my computer all day.
There were some very interesting tidbits, but I didn’t really bother to take too many notes or pay close attention through most of it. I found much of what they discussed all but useless. Or they were things that I already knew so I promptly tuned it all out.
However there was one presenter that had a piece where they discussed, and I quote directly here, “2D Communication in a 3D World.” I found myself sitting up and actually taking an interest. That interest was not because of my job and how I work behind a computer screen every day. The first thought I had after she said that was, “the community.”
Too often, we are communicating with meat suits across the Internet separated by computer screens or tablet/cell phone screens. While this networking can be stimulating and aid us, it can also be frustrating because we live in a world where we are raised to listen to nuance and read subtle body language to determine a person’s emotions relating to a topic. They may be speaking monotonously but you can pick up by their body language or by the way they over enunciate just how they may actually feel about the topic at hand.
Pen pointed neatly above my notebook, I waited for some amazing piece of advice to resolve conflicts that may occur because of our failure to read facial and body cues. And the answer from this amazing presenter was to get up and go have a conversation with someone instead of sending that possibly confusing email.
Well, by golly gee! What wonderful advice… for people who are close enough where that’s feasible.
Since there was no great advice, no great secret ready for me to use the next time I accidentally found myself in some deep shit because of the very 2D communication problem that is very real for all of us, I had a silent fit and then wondered how I could use this. How could this complete lack of a substance from an alleged leader help me, help the community, help anyone for fuck’s sake?
One of the first pieces of advice we supervisors will give to new or established employees is to “slow down.” Too often, we have emails flying in and out of our inboxes, blowing through our work flow as quickly as possible to open us up for non-client facing work. However the desire to shoot off a quick response can cause trouble:
- Strategic words missing
- Words misspelled
- Run on and confusing sentences
- No concrete purpose or substance
Any one of these can cause a world of hurt for us, but all four taken together could potentially lead to disaster.
In an effort to prevent something horrible from happening, we tell everyone to slow down, to re-read what you’re writing, to take a moment before hitting send to make sure that everything in the email is appropriate and what you needed to say. People claim that they do this but I can tell you that the amount of times that I have gone through my employees’ emails, whispering, “what the fuck,” to my computer pays the lie to their assurances.
So the first piece of magical advice I have is: “slow down.”
As exciting and thrilling as it may be to get some word vomit out and into cyberspace, when you are working on building interpersonal relationships with strange meat suits across the world, the more important thing is to make sure that what you’re saying makes a lick of sense. From conversations about our gods to disagreements about word meanings, we all need to take the time to step back and really review what it is we’re trying to convey.
Many of us with blogs already do this, so it’s not as if it’s an impossible exercise. Most of us take the time to be clear, concise, read and re-read what we want to convey in our blog entries. Most of my entries can take a week, or more, before they’re as ready as can be to go out onto the Internet. So it’s not necessarily a difficult thing to begin to add into this step into our inter-community discussions in forums, servers, and Tumblr posts.
If we all took an extra five minutes, or even more, to re-read and think about to the list of four things above before sending out a response, we could prevent a large amount of miscommunication (or auto correct fails).
One of the second pieces of advice we give out to our staff is to have someone else read over what you’re trying to say if the need arises. In our world where our conference call recaps can span a good three pages in a Word document, we have to make sure that we are being as clear and concise about what is being done and what the next steps are for our projects. Any one of the four things listed above can cause trouble on some of our projects, but taken all together, we’re asking for trouble.
We let our staff know that if the email they’re trying to send out is long-winded or convoluted, beyond slowing down and re-reading what they’re writing, it’s always best to have someone else review the emails. I will send my more confusing emails to other staff members – both supervisors like myself or other staff in the office – to have them take a look and make sure that I’ve hit all of the salient points that need to be touched on. Not all of my staff use this either, but they’re learning more and more as I guide them on how best to communicate with our clients that I’m always willing to do a quick email review to make sure nothing gets missed.
So my next piece of magical advice would be: “beta readers.”
We all have friends in the community that we bounce ideas off of or share issues with. These are the people who you can rely on, if they’re around at the time, to review something you’re trying to get out and onto the Internet. Fan fiction writers tend to have beta readers that go through and offer feedback; why not people who are trying to work within a community entirely derived over the Internet?
When the topics at hand can be as personal or impassioned as can be, we need to take the time to find someone to read through what it is that we’re saying just to be sure that nothing gets missed. I have done this for friends’ blog entries as well as response posts when the shit has hit the fan. I have also had my friends do this for me to make sure that what I’m saying is accurate, concise, and as clear as possible. This step may delay the post going live, but sometimes waiting for that person to read through what you’ve written is more important than immediately publishing whatever comments you may have.
If we took the time to have someone review whatever it is that we want to say, it could also cut down dramatically on misunderstanding across the community.
Sometimes, I must have difficult communication with representatives, clients, and vendors that I work with on a regular basis. I am not a person who enjoys having these types of high level conversations, but occasionally we need to have difficult conversations in order to save the relationship, to ensure that the issue that occurred doesn’t happen again, or because whatever process we determined could work here didn’t in fact work and now we need to come up with a new one.
Leading up to those types of conversations, there is usually a flurry of back and forth between myself and whomever I am ultimately going to have this conversation with. And quite often, when someone thinks that their point of view is the only point of view that matters, this can lead people into a state of high dudgeon. This is when it is always best to step back before heading into that conversation.
If I walk into these types of conversations in the midst of a paroxysm of anger, I am not doing myself any favors. And I am not going to be doing anything productive with that conversation because I’m too busy assuming that what they’re telling me is wrong or a lie.
So my next piece of magical advice is: “take a break.”
When it comes to facilitating a community, especially a text-based one, I think this is probably the most important piece of advice that we can give to ourselves and to others. Tempers can snap or fray because the conversation is so close to who you are as a person or to something you deeply believe in. Arguments can stem from an emotional reaction or the reading of tone where none was meant. It is always best to step back and walk away than to give in to the temptation to either defend yourself when no defense is necessary or to think critically about what has happened and how best to respond.
If we can give ourselves even ten minutes of time to walk away from the conversation and focus on something else, you can come back to it a little bit more clearer minded. This can help you to decide how best to respond, if you even feel a response is merited at that point anyway. Taking a break can give you that extra time you need to come down and determine how best to proceed.
Unlike my job where I have the option for phone communication and in-face meetings, a purely text-based community is going to have its issues with miscommunication. No matter how often we refer to magical advice or do our best to hypothetically put ourselves in someone else’s shoes, it is going to happen; it’s inevitable when other human beings are involved.
The only magical piece of advice for when it finally does happen to you is to be able to be critical enough of the situation and yourself to think about where it went wrong. Instead of doubling down on who is right and who is wrong, figure out where you may have made mistakes when communicating and learn from those mistakes for better communication in the future.