Message Not Received: Why Business Communication Is Broken and How to Fix It

Praise for MESSAGE NOT RECEIVED

"Most of our at–work life is spent communicating poorly. Phil Simon has written a modern business classic that compels you to adopt new technology and simplify your discourse."
Jay Baer, New York Times best–selling author of Youtility

"Business communication is dismal today. Message Not Received gives us reasons and tools for change."
Scott Berkun, best–selling author of The Myths of Innovation

"Message Not Received tops my list of this year–s business book club suggestions. We need to start a movement for communication clarity throughout our organizations.Simon–s book can be our clarion call."
Professor Terri Griffith, PhD, chair of Santa Clara University′s Management Department; author of the award–winning book, The Plugged–In Manager

"Ironically, it takes a book–this book–to help people understand how to effectively communicate in a business world increasingly dominated by quick electronic messages that might be completely ignored or flashed to a billion people. Phil Simon has given us a twenty–first century guide to communicating that is both personal and universal."
David H. Freeman, contributing editor, The Atlantic; author of Wrong and A Perfect Mess

"Message Not Received blows the linguistic lid off all that lazy communication at work. Simon challenges you to take charge of your communications, cut the obfuscation, and make them meaningful. Your colleagues, your customers, and your bottom–line will thank you."
Dr. Nick Morgan, president of Public Words, Inc.; author of Power Cues: The Subtle Science of Leading Groups, Persuading Others, and Maximizing Your Personal Impact

List of Figures and Tables xv

Preface xvii

Part I Worlds Are Colliding

Introduction: The Intersection of Business, Language, Communication, and Technology 3

Subject: The Other Scourge of Business Communication 5

Technology and the Cardinal Importance of Business Communication 5

What s the Big Whoop? 6

From Pencils to WhatsApp: A Little History Lesson 7

Book Overview and Outline 8

My Communication Bona Fides 17

Next 19

1 Technology Is Eating the World: The Dizzying Nature of Today s Existence 21

Whoops 22

Accelerating Technological Change 25

The Rise of the Machines 28

Trailing the Goldfish: Our Declining Attention Spans 30

A Communications Revolution 31

The Age of the Entrepreneur 32

Disruption Is Cool 34

SEO, and the Really Long Tail 35

The Sliding Scale of Search 37

Google and the Never–Ending Jargon Train 40

Marketing Madness 41

Mobile Mania 44

BYOD 44

The Rise of the Tech Celebrity 45

A New Body Politic 46

Other Trends 47

Next 48

Notes 48

2 The Increasingly Overwhelmed Employee: Is This Becoming the New Normal? 51

Mad Men No More 52

Abundant Leisure: Keynes Was Wrong 56

Drowning in Data 57

Demonizing the Tech Companies 59

The Limits of Technology s Tentacles 60

A Different Kind of Workplace 61

Is Being Overwhelmed Even a Choice Anymore? 64

Next 69

Notes 70

Part II Didn t You Get That Memo?: Why We Don t Communicate Good at Work

3 What We Say: Examining Words at Work 73

Jargon: The Cause of So Much Noise 75

Beyond Jargon: Other Communication and Language Atrocities 90

Next 93

Notes 93

Appendix to Chapter 3 95

Notes 98

Part III Message Received

4 How We Say It: E–Mail Is Dead. Long Live E–Mail! 99

A Communications Dynasty: Explaining E–Mail s Impressive Reign 102

E–Mail Nation 112

How We re Working Isn t Working 114

Next 125

Notes 125

5 Why Bad Communication Is Bad Business: The Unintended Consequences of Mixed and Missed Messages 127

One Size Does Not Misfit All 129

Message Not Received 130

Decreased Clarity, Credibility, and Trust 131

Lost Sales 131

Severed Relationships and Burnt Bridges 132

Poor Execution and Strategic Blunders 135

Lower Productivity 137

Inefficiency, Waste, and Severed Relationships 138

Increased Risk of Project Failure 139

Other Long–Term Employee Issues 141

Net Effect: A Vicious Cycle 142

Next 142

Notes 142

6 Don t Call It a Paradigm: Guidelines for Effective Business Communication 145

Language 147

E–Mail 148

Selecting a Communications Medium 150

Handling the Fallout 150

Next 151

Notes 151

7 Words and Context: Building a Solid Communication Foundation 153

A Trip Down Memory Lane 154

The World of Words 155

Communication Context, Awareness, and Technique 165

Next 174

Notes 175

8 Life Beyond E–Mail: How Progressive Organizations Are Using New Tools to Enable More Effective Collaboration and Communication 177

Communication and Collaboration Circa 2004 178

The Benefits of Old Tools 181

E–Mail Detox 182

If Not E–Mail, Then What? 184

True Communication and Collaboration in Action 187

Slaying the E–Mail Dragon: Klick Health 187

Keep Calm and Jive On 198

The Internal Social Network 204

New Tools: No Guarantees 210

Next 211

Notes 212

Part IV What Now?

Coda: Was This Message Received? 215

Acknowledgments 219

Thank You 221

Selected Bibliography 223

About the Author 227

Index 229

Phil Simon is a frequent keynote speaker and recognized technology authority. He is the award–winning author of six previous management books, including the award–winning The Age of the Platform. While not speaking and writing, he advises organizations on matters related to communication strategy, data, and technology. His contributions have been featured in the Harvard Business Review, CNN, Wired, the New York Times, NBC, CNBC, Inc. magazine, BusinessWeek, The Huffington Post, Forbes, Fast Company, and many other media outlets. He holds degrees from Carnegie Mellon and Cornell University.