Tag Archives: communication

under-communicating

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Due to the extreme pace and environment of my little startup-life these days, I have had a chance to recognize how much poor communication bothers me. Especially under-communication. A.K.A. the expectation that I should somehow get your drift and immediately comprehend what you are trying to communicate.

Obviously, as soon as I convinced myself this is about everyone else, I realize that, no, this is about me and what I need to work on to improve my communication.

So, I made a couple guidelines for myself:

Provide the context

Everyone else hasn’t been reading the same emails, or articles, or overhead the same conversations. So, let people in on the context of where I am coming from.

Be clear about my opinions vs. the facts

I know whether I am stating my opinion, or citing facts. (Um, usually.) But, that doesn’t mean anyone else does. Unless, I explicitly tell them.

Be clear about any questions or expectations for response

Don’t you hate rhetorical questions?

Make sure communication is directed at the appropriate channels

Reduce unnecessary duplication of information, or needing to have the same conversation multiple times.

What would you add to the list?

Three-minute Rule is a Great first step into Customer Development

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Most companies I have spoken with–who are reluctant to explore the customer development process–feel that talking to customers is too hard and don’t even know where to begin. The secret (there is no secret) is to just start. It is much easier to have done something, than to think about doing something. In other words, JUMP IN!

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Anythony Tjan has provided a great exercise that should make it easier get started:

You can learn a great deal about customers by studying the broader context in which they use your product or service. To do this, ask what your customer is doing three minutes immediately before and three minutes after he uses your product or service…

[ via The Three-Minute Rule - Anthony Tjan - Harvard Business Review ]

If you still need a little help, (i.e. want to wear a life jacket and an inner-tube before jumping in) then you need to learn how to ask your customers questions. The secret (there is not secret) is to just start. Pick one customer you have spoken to before (not so scary) and ask them those two questions: (1) What were you doing 3 minutes before you last used our product? (2) What were you doing 3 minutes after you last used our product?

Don’t create a form. Don’t send out a mass email. Don’t assign it to your sales team. Don’t make your intern do it. Pick up the phone and call one customer. You don’t need to promise them anything, and you better not try and defend yourself or your product. Just listen, learn, and share the love by saying thank you.

Now, you’re ready to swim in the deep end.

email with intention and purpose

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Trudging my way through my inbox this morning, I encountered an email newsletter product update announcement that I actually enjoyed reading. The message didn’t even matter. The experience was everything. Sadly, this joy was an unexpected sensation.

In theory, there is no dfference in time or cost for good communication over poor communication. One way or the other, you are simply typing words and paragraphs. The distinction arises from the willingness to execute with intention and purpose.

These intentional form and format decisions caught (and kept) my attention:

  • branding consisted of a top centered logo
  • no other visual noise
  • singular purpose to the email
  • describes very concisely each step I should take
  • informs me there will be more detail below the signature
  • very personal thank you for reading
  • signature block with very basic strategic info to stay in touch
  • more detailed information below the signature
  • solid headings for each section
  • higher than average spacing between blocks of content

Maybe someday I’ll come back and share more thoughts on each of these points.