Using communication channels properly is probably the most frustrating thing in the world. We live in an age where we are introduced to different ways of communicating. And, because of all the choices, miscommunication is introduced when the users do not use the proper protocol for each communication device or application. An example is the use of texting as a communication tool. Is it a product/service that can be used for decisions that impact business? Or is it a tool that should be strictly leveraged for information services?
The exact same question has raised debates for e-mail, the leading online application. Can e-mail be utilized as a tool in business decision-making or an archive/storage type? Ultimately, e-mail is being utilized as a documenting tool, which people have adopted to protect themselves from miscommunication, working out in a positive manner since the system has many ways to archive and restore folders and inboxes. My point is pretty simple – both e-mail and SMS are "usually" not traceable and have no "receipt" confirmation when sending, reading and replying. Add to that the fact that e-mail has evolved into some sort of a communication documenting tool because the messages go outside their local system. So when an important decision has to be made or has to be recorded, can e-mail be used as a reliable documentation tool? Or does it increase the chances of miscommunication and muddle the entire communication process.
In the past, I worked for an organization whose reason for being was to provide a fast and very reliable means of communication for the military – be it on food, medical supplies, armament or intelligence. Of course, we tested all sorts of new devices and applications on a daily basis. And each device was introduced as state of the art, reliable and secure. The system we used was a combination of text-like features with e-mail but these were secured and on a private network that had a traceable system for security purposes. And, believe me, even with proper protocol we still ended up with our share of miscommunication. So at the end of the day what was necessary was a process that everyone understood, where there was a clear communication flow from the sender and receiver of the message.
We send text messages for varied reasons – from jokes to Scriptures to invitations to polling and other information-based text messages. But when it comes to messages that need a reply or action, the better idea is to simply call rather than text. Thus, miscommunication is kept to a minimum. Then, if you feel it is necessary, document afterwards. This is the proper protocol. This is not something I just made up. It is the way business is done. You get to the point by making clear statements so that those responsible can make clear decisions.
| Technology moving forward |
Now there is always the technology factor. In the technical world, something is always on the planning stage or has already been built. It could be a device or algorithm that makes issues move forward. There are applications out there that have the tracing and return receipt features, such as a product called Chikka – which has done a great job of introducing business class redundancy in the texting world. At the end of the day, if miscommunication is minimized then you are most likely using the proper and most direct communication tool.
Texting in the Philippines is far ahead than in other countries. What we lack is the mass acceptance of how it should be used properly. Without proper protocol, we will just be dubbed as the texting capital of the world for the sheer quantity of text messages exchanged rather than for using the tool for its real value.
Semper Fi!