By Michael Cummings
I recently had a conversation with an association CEO, who was lamenting about all the time her 20-something staff spends on Facebook "If they would only put that much energy into work," she exclaimed. My reaction was probably not what she was expecting: "So what, let them post, tweet, whatever to their heart's content," I said.
It's not that I care to indulge Millennials and beyond, but I feel that with the good comes the not so good. Technology, particularly using it for research online and sending materials via e-mail, saves us so much time today that it is just sour grapes to kvetch about Facebook.
But something I can fight for is the good, old-fashioned telephone call not going the way of the fax machine.
After reading a lengthy e-mail exchange between a colleague and a novice volunteer committee chair, it became evident that after six months of service, the committee chair still did not understand what his responsibilities were as opposed to the staff's. My colleague's suggestion was to once again forward the "Committee Member Expectations" document to the volunteer. I suggested he consider a phone call instead as such an e-mail had the potential to come across as annoying. Not to mention, he had tried this before so what was he expecting to change? My colleague was uncomfortable about that and, I think, a little afraid. When I asked a few more questions, I realized that the two had never spoken to one another; in fact, they hardly knew one another!
Nurturing the volunteer relationship is essential to every association, especially during the first year of a volunteer's service. You're getting to know one another, creating value for the association, and building a relationship. Part of that successful relationship building necessitates talking on the phone. Quite simply, it's part of member service.
Maria Ungaro, executive director of New York Women in Communications, says that frequent conversations are essential to her relationship with her board. "Calls are filled with information exchanged in a nuanced manner," says Ungaro. "E-mail could never replace the benefit of listening for subtle changes in vocal tone that could prevent misunderstanding, as well as casual banter about friends and family." In other words, talking on the phone equals getting to know one another and developing a relationship.
That got me to thinking about some common situations that often develop at work because of e-mail:
Missed deadlines/unclear actions: People can and will interpret verbiage differently. "When you have a chance, would you send me Mary Ann's e-mail address"? To the recipient, that could mean next week while to the sender it may mean in the next hour. The best way to ensure mutual accord is to make a phone call.
Hurt feelings and anger: We frequently misinterpret tone in e-mail. We've all been forwarded an e-mail that says something to the effect of: "Can you believe she said that? She should get it herself!" Well, she didn't "say it," she wrote it, and she probably didn't mean it the way it came across. She probably should have called you instead but before jumping to conclusions and being angry for an hour. You should give her the benefit of the doubt and call her and clarify.
The time killer: How many e-mails have we seen that answer a question with a question and seem to go on in perpetuity?
Robert: Can you send me the file?
Jan: By mail or e-mail?
Robert: E-mail
Jan: Which one?
Robert: You know, the one I sent last week?
Jan: Which one?
Robert: The one with the art on the cover.
Jan: The one we sent to the awards committee?
It didn't end there. The above exchange is not texting or instant messaging. It represents excerpts from a real e-mail string; each line represents a separate e-mail. You need action and there is confusion? Pick up the phone and ask.
Of course e-mail is fabulous for a host of reasons. I'm not suggesting we abandon it. As far as communicating with multiple recipients at once, sending materials and providing proof of actions, to name a few, it is indispensable. However, I am suggesting we remember that nothing builds a relationship quite like a phone call.
So, next time you're about to craft an e-mail, just ask yourself, can this be accomplished in a phone call instead? If it can, give it a try. You may be surprised at the results!
Michael Cummings, is business development director, Kellen Company, and chair of NYSAE's Education Committee, for which he just received NYSAE's Outstanding Committee Chairperson Award. He can be reach by phone at 212-297-2154 or if you must, by e-mail at mcummings@kellencompany.com.