Jean Roberts

Knowledge and information in the main are passed from one party to another through formal or informal conversation, in written or visual form, or through the use or application of technology.  The tool for knowledge and information transfer is EFFECTIVE COMMUNICATION.

Effective communication is passing the right message or information to the right person with the right effect, impact and outcome.

Face-to-face (ie person to person) communication is the most effective form of communication, and carries the following percentages of impact in terms of effectiveness:

• words:                   7% of impact
• tone of voice:        38% of impact
• body language:     55% of impact

Therefore listening, questioning, explaining, clarifying, encouraging, facilitating, challenging, convincing, verifying, comforting and supporting must include the right words, the right tone of voice, and the right body language. Otherwise, chances of effectively communicating with another person or group of people are slim.

For instance, a task or request can be expertly analysed and prepared.  However, if the task is not effectively communicated to the person or group responsible for carrying it out, then the desired result will not – and cannot – be achieved.

How and why technology is a major problem

1. how many emails have you received:
• that you’ve had trouble reading – let alone understanding?
• with ‘text language’ inserted – obviously to save time on the part of the sender?
• meant for someone else?
2. how often have you read text (in any form or document) that obviously has not been edited for accuracy, flow and consistency?
3. how often have you received a written response to a request for information in which the sender of the response has misread or misunderstood your request – but hasn’t bothered to check back with you?
4. how often have you been requested to complete a ‘(client, customer, staff, etc) satisfaction survey’ by linking to an electronic survey instrument – relying entirely on words… which means no tone of voice or body language, therefore 7% of impact: and how often have you found that such a survey is seen to be an effective quality assurance tool!!!

So let’s look further into the basic tools for effective communication – ie effective knowledge and information transfer.

The four basic tools are:

• questioning
• listening,
• expressing, and
• observing.

You must think through what you want to communicate, be prepared to question or be questioned, listen to what is being said or implied (and what is not being said), note the tone of voice, observe the body language… and use the appropriate method or means to express or transfer your knowledge or information.

Where you need to transfer specific knowledge, information, instruction or detail, or where a record of the content is required, it is wise to use written communication – and note that almost all written communication involved technology.  And in doing so, always check that you’ve written what you need to say in a manner that readers will read what you want them to read, know what you want them to know and be able to do what you are asking them to do.

It is easy to assume a level of knowledge and understanding in a reader or listener that is simply not there. Easy, too, to assume a commitment to your ideas, knowledge or instructions for action or change when it would be better to provide greater detail in order to earn or ensure the required commitment.  Misplaced assumptions can be at worst dangerous, at best unproductive.

Your style of verbal communication is worth checking too, as to tone and emotion, language and emphasis, method of addressing, amount of information presented, and the skills of the listener to question and listen.

Great care should be taken to use acceptable and appropriate language and forms of communication, whether person-to-person, in meetings, and when distributing information within and from your organisation.  Relevant factors in determining appropriate language and forms of communication include:

• the culture and background of the people involved or affected,
• levels of confidence, competence and comfort,
• use of symbols where there is a language or literacy barrier,
• use of large-print, audio tapes or video where sight is impaired, and
• use of sign language or visuals where hearing is impaired.

Much research has been undertaken over many years into the concept, meaning, application and transfer of knowledge.

My dictionary states that ‘knowledge is (1) the facts or experiences known by a person or group of people, (2) the state of knowing (which is defined as being or feeling certain of the truth or accuracy of a fact, etc); (3) to have a familiarity or grasp of, and (4) to be intelligent, informed, or sensible enough to do something… and there are eight other definitions given!

Knowledge is power – but only if knowledge is transferred to another person or group in a form and manner that is (a) effective, and most inportlantly, (b) genuinely and speedily checked by the sender as to effectiveness.

My own experience with and understanding of information has been described in many of my publications, viz:

What is information?

Information is knowledge acquired through experience or study, knowledge of specific events, people, places or things or instruction, advice, opinion or judgement.  Information circulates through – and contributes to:

• action, research, trial and error,
• decisions and choices,
• discussions, debates and problem-solving,
• ensuring a healthy commitment to the purpose of the organisation,
• experiences, behaviour, attitudes and values,
• knowledge, fact and opinion, and
• perceptions, observations, analysis, views and opinions.

Information flows within any group, family, workplace or organisation from a variety of internal and external sources.  It is then processed, applied, altered, added to or discarded through a series of procedures and processes by different
people:

• if information circulates easily and well, knowledge and understanding will increase and all involved will benefit,
• if information is stifled, deliberately misinterpreted, misquoted or circulated in a way that displays negative use of power and authority, the effect can be traumatic for all involved,
• it takes courage to demand information that should be freely available,
• it takes courage to challenge people who are using information in a destructive or divisive way.

To manage information effectively and efficiently, each person must be able – or be assisted – to:

1. express themselves adequately,
2. convey exactly what they intend and need to convey,
3. assess and compare information,
4. trust the source and the content, and
5. appreciate and accept the results of the management of their information.

Management of information must ensure that:

1. a person or group is responsible for the content and quality of each piece of information moving through the organisation,
2. each piece of information is managed to and from each position and each level in the organisation, with the source and author/s clearly shown, and
3. every person is able to manage the relevant information to and from her/his position effectively and efficiently.

To manage information, it is necessary to:

1. treat information as a valuable and valued resource, product and service,
2. ensure clarification of expectations and requirements as to availability, which means establishing a number of categories to define the status of particular information, eg confidential, restricted, available on request, desired reading or required reading, and
3. determine appropriate audiences, frequency, format, status, timeliness give clear instructions as to storage, ie paper (hard-copy) filing systems, procedures and security; and computer access, back-up, filing, retrieval, disposal, security.

Effective and efficient information should, at the appropriate time, enable each person to:

1. inform, express and explain with accuracy,
2. predict, educate, persuade, empower, challenge,
3. convey emotion, logic, direction, choices, implications.

To be effective, information should be:

1. created and used sensitively,
2. captured in writing and in conversation,
3. portrayed in visual and graphic form,
4. assessed, queried, clarified, verified, tested, compared, acted upon,
5. owned,
6. located, stored, retrieved, disposed of,
7. built on, added to,
8. applied, adapted,
9. analysed, debated, criticised,
10. translated, explained,
11. offered, presented, defended, and
12. used economically.

Risks with information

Information can be mis-managed, which means it can:

1. cost or waste money and time,
2. cause frustration and despair,
3. generate hostility and lack of trust,
4. contribute to defensiveness and counter-productive attacks,
5. distance one community, organisation or group from another,
6. distance person from person,
7. further complicate any undesirable circumstances, and
8. contribute to the very problems that communities, organisations, groups or individuals are working so hard to redress.

There is such a thing as ‘un-managed’ information:

1. ad hoc in nature, interpretation and use,
2. has no clear or accepted policy and procedure for its use,
3. carries no obvious accountability,
4. creates mixed and misleading expectations,
5. can lead to confusion, embarrassment, distrust,
6. can lead to reduced job satisfaction, low morale, and lack of personal and professional credibility, or
7. can damage the professional reputation of a total organisation.

Mis-managed or un-managed information is open to abuse, to mis-interpretation, and to negative and disruptive use of power and control.

Organisations need formal information to function effectively and efficiently, and to achieve the objectives of the organisation.    Organisations need informal information for support, sharing, feedback, floating ideas and initiatives, inspiration or removing stress and distress.

Organisations need a system and process for the management of information which positively empowers its people to perform their responsibilities as effectively and efficiently as possible. 

If your system or process includes – or relies on – technology, be very sure that such technology is a tool for effective communication – as a means of transfering knowledge and information, and achieving organisational effectiveness.