Miscommunication
Miscommunication is the first step in building tensions in business relationships. Often miscommunication is caused by the lack of a response or an inappropriate response from one business to another. Avoiding communication gaffes is not always under our control and often leads to lost sales or disagreements that could have been avoided. A recent study showed that in 2009 19.9% or about 20% of all commercial emails went undelivered. That is one in five business emails that didn't reach its intended destination.
Imagine this scenario: John at XYZ Company sends an email to Mark at ABC Company that states. "We will have met all deadlines by February 4th and expect to complete the project by February 10th." Mark from ABC responds, "Is there any way we can get this done by February 5th, this is crucial to our product rollout." But Mark's email never gets delivered to John. A few days later, assuming Mark is O.K. with the February 10th completion date, John sends out another email saying, "I am certain you will be happy with the final results, we will have no problem completing the project by February 10." What happens next? Mark thinks John has completely ignored his request for an earlier completion date. John is totally oblivious to the fact that his last email probably infuriated Mark. While both parties are trying to communicate in an appropriate manner a communication device has let them down.
How can miscommunication like this be avoided. If email is being used to communicate in commercial transactions it is important to use and accept read receipts. This informs the sender that an email sent has been received. If no return receipt ever arrives the sender knows there may have been a breakdown in communications. The sender can send the email again or call to make certain the information arrived. This simple strategy can alleviate the bulk of miscommunication caused by email transfer of business information. A read receipt also helps determine whether or not someone is responding in a timely manner. If I send an email late Thursday afternoon and do not receive a return receipt until Monday morning, I will understand that the person did not receive the email until Monday and that is why the person did not respond on Friday.
Email communication has it's advantages, fast, low cost and unlike the telephone it is easy to attach documents but it shouldn't be relied on with out procedures in place to assure delivery or you may just be missing part of the conversation.
