As well as creating a record of exchanges, communicating ideas in writing formalises a view of issues which others can study at their leisure. The writer’s aim should be to create a record of information as it arises, confirming questions, answers and statements, establishing reference points about the course of action being taken or which could or should be taken as work proceeds.
Written communication as a follow up to conversation, gives recipients the chance to consider the issues much more carefully and the opportunity to respond after due reflection. Subject matter can range from a single issue to a description of aspects, or even the whole of the project. Confirming decisions in this way is important as it:
• reminds the writer and the recipient about things which have been said, requested or decided;
• guides the work of others so that the basis for their contribution is clear;
• confirms the need for others to respond if progress is to be maintained as planned;
• transfers responsibility for decisions onto those who have taken them;
• formalises concerns or reservations which may have future implications.
The two-way nature of communication referred to previously means that although the writer may have a clear idea of what they wish to say, the reader’s understanding of written communication is likely to depend on:
• them having the time to read the document fully;
• them having the inclination to study the document in order to extract significant meaning;
• their degree of familiarity with the language used, including technical jargon;
• them possessing the knowledge and experience to interpret or fill in missing gaps.
For example, in describing the intricacies of alternative heating systems, the heating engineer will be able to understand all the technical details in conjunction with construction, air changes, ‘U’ values and applicable legislation, whereas the client may only be interested in the cost. The client’s building maintenance manager will need to know how the system works, but the managing director’s only interest is that it does work. Therefore, the content of written communication to each person must be adjusted so that the information which they require is clear and not obscured by incomprehensible or essentially irrelevant detail.
Consider too that in conversation, expressions of desire, humour or regret can be adjusted or balanced in response to the attitude of the listener, but there is no immediate opportunity to do this when the comments are made in writing. The recipient can only read the words and interpret, or misinterpret them at face value. When writing any document, the following points will help the writer to express themselves and assist the recipient’s understanding.
• reminds the writer and the recipient about things which have been said, requested or decided;
• guides the work of others so that the basis for their contribution is clear;
• confirms the need for others to respond if progress is to be maintained as planned;
• transfers responsibility for decisions onto those who have taken them;
• formalises concerns or reservations which may have future implications.
The two-way nature of communication referred to previously means that although the writer may have a clear idea of what they wish to say, the reader’s understanding of written communication is likely to depend on:
• them having the time to read the document fully;
• them having the inclination to study the document in order to extract significant meaning;
• their degree of familiarity with the language used, including technical jargon;
• them possessing the knowledge and experience to interpret or fill in missing gaps.
For example, in describing the intricacies of alternative heating systems, the heating engineer will be able to understand all the technical details in conjunction with construction, air changes, ‘U’ values and applicable legislation, whereas the client may only be interested in the cost. The client’s building maintenance manager will need to know how the system works, but the managing director’s only interest is that it does work. Therefore, the content of written communication to each person must be adjusted so that the information which they require is clear and not obscured by incomprehensible or essentially irrelevant detail.
Consider too that in conversation, expressions of desire, humour or regret can be adjusted or balanced in response to the attitude of the listener, but there is no immediate opportunity to do this when the comments are made in writing. The recipient can only read the words and interpret, or misinterpret them at face value. When writing any document, the following points will help the writer to express themselves and assist the recipient’s understanding.
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