Yes, it's really about the message: using email, a cell phone and voicemail.

Publication: Canadian Manager

Publication Date: 22-SEP-04

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COPYRIGHT 2004 Canadian Institute of Management

Along with the laptop computer, email, voicemail and the cell phone are among the best tools business has available today. And they keep getting better, more efficient and easier to use.

Although we can't escape from the ubiquitous reach of one communication device or another, it's preferable to being cut off. When the chair of a meeting asks that all cell phones be turned off, half the group goes into withdrawal, while the other half ignores the request.

No one says, "I can hardly wait to go on vacation and get away from the phone." Yet, not so long ago these were the last words spoken before heading out.

While the plus side of the communication ledger is impressive, there's another, darker side. And it isn't "wouldn't-life-be-wonderful-without-the-technology" nonsense. There's lit tie room today for latter-day Luddites.

The problem isn't the technology. It's with us, the users. Great communications has not produced great communicators. Just the opposite is true. As communications technology improves, communications skills decline. This includes email, cell phones and voice mail.

If you think otherwise, just ask anyone who depends on these technologies to write a business letter. It will be a painful, frustrating experience and nine times out often, the results will be total failure.

These technologies tend to promote unacceptable business (and personal) behaviours:

* "Off the Hook" attitude. If we're late for a meeting, calling to say we'll be along in 30 minutes absolves us from the responsibility for being on time. Just making the call is all it takes. Or emailing the message that we didn't...

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