SUNDAY LINEUP --- WHOSE LINE IS IT ANYWAY? Communication Issues, Skills and Techniques AUTHOR:  Marie Davis, IDG Trainer/Speaker

Last week, we looked at the “Who” question.  This week, I’m going to provide questions to help you answer the “what” and “when” aspects.

What?

• What does the reader need to know?
• What does the reader already know?
• What else does the reader want to know?
  This often speaks to the reader’s personality style.  Using the four “standard” styles, there are two that really don’t want the details; there is one that absolutely wants every detail you could imagine (and then some); and there’s one style that is more concerned about people so if you want to give the detail, they’re happy to have it, if not, they don’t want it.
• What are my reader’s biases?
  If your reader has strong biases, you can use these to persuade (or dissuade) him.
• What motivates my reader?
  This piece of information can be crucial in persuading your reader.
•  What will the reader do with this message?

When?

• When does the reader need this information?
• When will the reader read this information?
  If you know they’re a morning person, it might serve you to ensure they get the document in the morning; if they’re an afternoon person, the opposite is obvious.
• When will the reader act on it?
• By when do I need a response?
  Make sure you clearly state your deadline and (if the person is above you), why you have that deadline.  Phrases like “as soon as possible” or “at your convenience” will be taken as their response is not critical.  Be clear in your communication!
• What is the reader’s deadline?
• How much time will the reader spend on it?
  It’s our job to make the document interesting enough for them to take the time to read it.