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[(Message Not Received : Why Business Communication is Broken and How to Fix it)] [By (author) Phil Simon] published on
Winner, 2015 Axiom Award for Best Networking / Communications Book***George Bernard Shaw once famously said, “The single biggest problem in communication is the illusion that it has taken place.”Although he died in 1950, Shaw’s words live on, especially in the business world. Far too many executives, salespeople, consultants, and even rank-and-file employees suck at communicating. Some think that they’re speaking and writing effectively when they drop ostensibly sophisticated terms like paradigm shift, synergy, net-net, form factor, and optics. Others think that they’re being clever.No doubt that you know the type. (Maybe you’re even one of them and don’t realize it.) These are the folks who regularly rely upon obscure acronyms, technobabble, and buzzwords when plain English would suffice just fine. They constantly invent new tech-laden words, bastardize others, and turn nouns into verbs. They ignore their audiences, oblivious to the context of their words. In other words, they talk without speaking.If bad business communication is a disease, the prevalence of hackneyed and utterly meaningless terms is just one of its major causes. Aside from using confusing language, many corporate folks depend almost exclusively on a single communications e-mail. In the process, they actively resist new, powerful, and truly collaborative tools specifically designed to make people work and communicate better. What’s the net effect of this near-pervasive failure to effectively communicate while at work? The precise monetary figure is impossible to quantify. At the same time, though, it cannot be overstated. At a minimum, communication breakdowns are directly responsible for myriad inefficiencies, duplicate efforts, ineffectual campaigns, project failures, largely avoidable gaffes, internal political squabbles, and forgone business opportunities. If that seems a bit lofty and abstract, then consider the following real-world scenarios. Think about how many misunderstandings could have been averted at your organization if two colleagues had simply engaged in a five-minute in-person conversation or videoconference over Skype. Ask yourself how many technical problems could have been solved with a quick phone call and a simple screen-sharing session. Have you ever missed a truly critical e-mail because it was hidden in your never-ending inbox? Have you even been unable to your jobs because key documents languished in someone’s inbox or on someone’s hard drive? How many software vendors have lost a potential sale because the prospective client couldn’t or didn’t understand what your company is selling? Fortunately, business communication need not suffer from antiquated tools and a commensurate mind-set. In Message Not Received, award-winning author Phil Simon demonstrates how intelligent professionals and organizations are embracing simpler language and new technologies to communicate in a much more straightforward and effective manner. No theoretical text, Simon takes us on a journey, stopping at progressive companies along the way like Klick Health, Sidecar, and PR 20/20. Message Not Received examines how we communicate, use, and often misuse language and technology at work. It’s high time to reexamine not only what we say while we’re on the clock, but how we say it.
Hardcover
First published February 25, 2015
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101 people want to read
About the author
Phil Simon
28 books101 followersPhil Simon is a dynamic keynote speaker, world-renowned collaboration and technology authority, and advisor. He is the award-winning author of 14 non-fiction books, most recently The Nine: The Tectonic Forces Reshaping the Workplace.
He consults organizations on communications, collaboration, project management, and technology. His contributions have appeared in The Harvard Business Review, CNN, The New York Times, and many other popular media outlets. He also hosts the podcast Conversations About Collaboration.
He consults organizations on communications, collaboration, project management, and technology. His contributions have appeared in The Harvard Business Review, CNN, The New York Times, and many other popular media outlets. He also hosts the podcast Conversations About Collaboration.
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Displaying 1 - 8 of 8 reviews
February 18, 2015
Email is killing us! The problems caused by information overload are real and very serious. Phil Simon does a great job of explaining the many problems too much email causes.
The ironic part is that it isn't the email or the tools that manage our email that are causing the problem... it's us! Yes, the person in the chair using the computer is the actual problem.
Why? Because we are drawn to checking for email. Drawn to reply as soon as an email comes in. And.... we refuse to use the tools that are available that can better manage our work flow.
Email has a definite purpose in our work lives, but it was not meant to be a to do list, a collaboration tool, or a tool for sharing ideas. We should instead use other tools that were specifically built for these purposes.
Phil gives some really great case studies that shows how using the correct tools can benefit a company's bottom line, employee productivity, and reduce information overload.
The tool to use depends on the task in mind. Phil gives a few examples, but the list isn't exhaustive, nor can it be. One tool that caught my eye was Yammer. Not that I think that it is the right tool for me, but it sounds exactly like an internal IBM tool that is available. The tool has great potential, but isn't reaching its potential because too many people are sticking with familiar email instead. I'm now determined to try harder to convince my team to invest in this tool to cut back on the email we receive.
Phil also mentions a new tool called IBM Verse. I've heard it's coming, but haven't yet had the privilege of seeing it.
The book also reminds us to focus on the basics: write for the intended audience: use jargon only if it is completely understood by all. Stay away from buzz words that might sound impressive, but are really vague and cause a whole host of problems down the line.
I was able to read this book in a single weekend. I recommend this book to anyone is looking for a catalyst for real change in their work places.
The ironic part is that it isn't the email or the tools that manage our email that are causing the problem... it's us! Yes, the person in the chair using the computer is the actual problem.
Why? Because we are drawn to checking for email. Drawn to reply as soon as an email comes in. And.... we refuse to use the tools that are available that can better manage our work flow.
Email has a definite purpose in our work lives, but it was not meant to be a to do list, a collaboration tool, or a tool for sharing ideas. We should instead use other tools that were specifically built for these purposes.
Phil gives some really great case studies that shows how using the correct tools can benefit a company's bottom line, employee productivity, and reduce information overload.
The tool to use depends on the task in mind. Phil gives a few examples, but the list isn't exhaustive, nor can it be. One tool that caught my eye was Yammer. Not that I think that it is the right tool for me, but it sounds exactly like an internal IBM tool that is available. The tool has great potential, but isn't reaching its potential because too many people are sticking with familiar email instead. I'm now determined to try harder to convince my team to invest in this tool to cut back on the email we receive.
Phil also mentions a new tool called IBM Verse. I've heard it's coming, but haven't yet had the privilege of seeing it.
The book also reminds us to focus on the basics: write for the intended audience: use jargon only if it is completely understood by all. Stay away from buzz words that might sound impressive, but are really vague and cause a whole host of problems down the line.
I was able to read this book in a single weekend. I recommend this book to anyone is looking for a catalyst for real change in their work places.
July 29, 2018
I had to read this book for a class and I admit I was reluctant. By the end of the book I was trying to figure out ways to reduce the emails I send as well as the emails I receive. I typically received 300-400 emails per day just for work, not to mention the daily personal emails I received. After practicing some of the techniques and simply using the telephone or instant messaging I eliminated 100 work emails by the time I finished the book. My only issue now is more people need to read the book in my office.
February 20, 2015
Most of us spend many more hours writing for business than ever before, yet the quality of that communication has deteriorated. Phil Simon takes a look at why so much of our email, marketing messages and day to day communication is simply not cutting it.
The book is thorough--some might say too thorough, if you're just looking for a quick guide to better email-- in helping us understand why jargon, business-speak and just plain muddled thinking is impacting our ability to get work done. Whether you're interested in the big-picture changes that have occurred in the way we work, or looking for ways to offer clear guidance to your co-workers, employees or customers, this is an important book and well worth reading.
The book is thorough--some might say too thorough, if you're just looking for a quick guide to better email-- in helping us understand why jargon, business-speak and just plain muddled thinking is impacting our ability to get work done. Whether you're interested in the big-picture changes that have occurred in the way we work, or looking for ways to offer clear guidance to your co-workers, employees or customers, this is an important book and well worth reading.
April 20, 2015
Phil Simon has updated the familiar arguments of those of us who decry business jargon and obfuscatory writing in favor of clarity in both thinking and prose. I contributed a paragraph to chapter 7 about figuring out your audience. Phil's done his homework; the book is chock-full of the latest research and insights into the perils of poor communication and fuzziness in thinking -- and how to do it right. I highly recommend Message Not Received to anyone who regularly creates or consumes business communications.
May 21, 2015
A necessary reminder of how we communicate.
January 30, 2023
What are your favorite quotes from the book?
"Use email as a last resort if you need an immediate answer or response. Exhaust all other methods first."
"We complain about the email deluge, yet we effectively enable it by checking our messages constantly and replying as soon as they arrive. This perpetuates the vicious cycle. What's the solution? In a word, don't."
What is a specific real world application that you will be able to make from what you learned in this book?
Avoid using business jargon in emails. Business jargon tends to distort and hide the true reason for the communication.
What is the one thing that you think you will do differently or think differently about since you read the book?
I will look for other forms of communication before starting an email that includes a larger audience. This will hopefully allow us to better ensure that what we are trying to communicate is better understood and discussed by all that need to be involved.
Be more aware of the lack of attention span. Our audience's attention span has been decreasing year over year as the amount of data humans try to process day to day. Simon points out that modern man "is exposed to more data in a single day than his fifteenth century counterpart was in his lifetime". With this people spending less time focusing on an item making more likely that they will not read all the details and gain a full understanding of a message but only briefly look at it causing them to jump to conclusion about the message that is being sent.
What is one point you disagreed with, or at least questioned, in this book?
Simon got very into using technology other than email for communication. He offered up many platforms and apps that can have value in the correct circumstances; however, this gives us the opportunity to have to many forms of communications that just end up giving us more busywork to check more data point which is counter to the theme of the book of reducing data flow. When using other communication tools we would need to be selective and stick to those applications only.
I don't think Simon emphasized enough the need for good verbal conversations whether in person of via teleconference.
"Use email as a last resort if you need an immediate answer or response. Exhaust all other methods first."
"We complain about the email deluge, yet we effectively enable it by checking our messages constantly and replying as soon as they arrive. This perpetuates the vicious cycle. What's the solution? In a word, don't."
What is a specific real world application that you will be able to make from what you learned in this book?
Avoid using business jargon in emails. Business jargon tends to distort and hide the true reason for the communication.
What is the one thing that you think you will do differently or think differently about since you read the book?
I will look for other forms of communication before starting an email that includes a larger audience. This will hopefully allow us to better ensure that what we are trying to communicate is better understood and discussed by all that need to be involved.
Be more aware of the lack of attention span. Our audience's attention span has been decreasing year over year as the amount of data humans try to process day to day. Simon points out that modern man "is exposed to more data in a single day than his fifteenth century counterpart was in his lifetime". With this people spending less time focusing on an item making more likely that they will not read all the details and gain a full understanding of a message but only briefly look at it causing them to jump to conclusion about the message that is being sent.
What is one point you disagreed with, or at least questioned, in this book?
Simon got very into using technology other than email for communication. He offered up many platforms and apps that can have value in the correct circumstances; however, this gives us the opportunity to have to many forms of communications that just end up giving us more busywork to check more data point which is counter to the theme of the book of reducing data flow. When using other communication tools we would need to be selective and stick to those applications only.
I don't think Simon emphasized enough the need for good verbal conversations whether in person of via teleconference.
October 25, 2018
Unfortunately, poor business communication costs companies money and time. By not communicating clearly, confusion and frustration can arise. Many times communication failures occur when people promise more than they can deliver.
The author discusses ways to make communication stronger. One thing is to avoid jargon and acronyms. These can cause confusion. If you have to use them, define them right away. Make sure that the language is clear and simple. Shorter sentences are better for complex ideas.
The author discusses ways to make communication stronger. One thing is to avoid jargon and acronyms. These can cause confusion. If you have to use them, define them right away. Make sure that the language is clear and simple. Shorter sentences are better for complex ideas.
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June 8, 2017Phil Simon (DC 1993), Author
From the author:
George Bernard Shaw once famously said, “The single biggest problem in communication is the illusion that it has taken place.” Although he died in 1950, Shaw’s words live on, especially in the business world. Far too many executives, salespeople, consultants, and even rank-and-file employees suck at communicating. Some think that they’re speaking and writing effectively when they drop ostensibly sophisticated terms like paradigm shift, synergy, net-net, form factor, and optics. Others think that they’re being clever. No doubt that you know the type. (Maybe you’re even one of them and don’t realize it.) These are the folks who regularly rely upon obscure acronyms, technobabble, jargon, and buzzwords when plain English would suffice just fine. They constantly invent new tech-laden words, bastardize others, and turn nouns into verbs. They ignore their audiences, oblivious to the context of their words. In other words, they talk without speaking. If bad business communication is a disease, the prevalence of hackneyed and utterly meaningless terms is just one of its major causes. Aside from using confusing language, many corporate folks depend almost exclusively on a single communications vehicle: e-mail. In the process, they actively resist new, powerful, and truly collaborative tools specifically designed to make people work and communicate better. What’s the net effect of this near-pervasive failure to effectively communicate while at work? The precise monetary figure is impossible to quantify. At the same time, though, it cannot be overstated. At a minimum, communication breakdowns are directly responsible for myriad inefficiencies, duplicate efforts, ineffectual campaigns, project failures, largely avoidable gaffes, internal political squabbles, and forgone business opportunities. If that seems a bit lofty and abstract, then consider the following real-world scenarios. Think about how many misunderstandings could have been averted at your organization if two colleagues had simply engaged in a five-minute in-person conversation or videoconference over Skype. Ask yourself how many technical problems could have been solved with a quick phone call and a simple screen-sharing session. Have you ever missed a truly critical e-mail because it was hidden in your never-ending inbox? Have you even been unable to your jobs because key documents languished in someone’s inbox or on someone’s hard drive? How many software vendors have lost a potential sale because the prospective client couldn’t or didn’t understand what your company is selling? Fortunately, business communication need not suffer from antiquated tools and a commensurate mind-set. In Message Not Received, award-winning author Phil Simon demonstrates how intelligent professionals and organizations are embracing simpler language and new technologies to communicate in a much more straightforward and effective manner. No theoretical text, Simon takes us on a journey, stopping at progressive companies along the way like Klick Health, Sidecar, and PR 20/20. Message Not Received examines how we communicate, use, and often misuse language and technology at work. It’s high time to reexamine not only what we say while we’re on the clock, but how we say it.
From the author:
George Bernard Shaw once famously said, “The single biggest problem in communication is the illusion that it has taken place.” Although he died in 1950, Shaw’s words live on, especially in the business world. Far too many executives, salespeople, consultants, and even rank-and-file employees suck at communicating. Some think that they’re speaking and writing effectively when they drop ostensibly sophisticated terms like paradigm shift, synergy, net-net, form factor, and optics. Others think that they’re being clever. No doubt that you know the type. (Maybe you’re even one of them and don’t realize it.) These are the folks who regularly rely upon obscure acronyms, technobabble, jargon, and buzzwords when plain English would suffice just fine. They constantly invent new tech-laden words, bastardize others, and turn nouns into verbs. They ignore their audiences, oblivious to the context of their words. In other words, they talk without speaking. If bad business communication is a disease, the prevalence of hackneyed and utterly meaningless terms is just one of its major causes. Aside from using confusing language, many corporate folks depend almost exclusively on a single communications vehicle: e-mail. In the process, they actively resist new, powerful, and truly collaborative tools specifically designed to make people work and communicate better. What’s the net effect of this near-pervasive failure to effectively communicate while at work? The precise monetary figure is impossible to quantify. At the same time, though, it cannot be overstated. At a minimum, communication breakdowns are directly responsible for myriad inefficiencies, duplicate efforts, ineffectual campaigns, project failures, largely avoidable gaffes, internal political squabbles, and forgone business opportunities. If that seems a bit lofty and abstract, then consider the following real-world scenarios. Think about how many misunderstandings could have been averted at your organization if two colleagues had simply engaged in a five-minute in-person conversation or videoconference over Skype. Ask yourself how many technical problems could have been solved with a quick phone call and a simple screen-sharing session. Have you ever missed a truly critical e-mail because it was hidden in your never-ending inbox? Have you even been unable to your jobs because key documents languished in someone’s inbox or on someone’s hard drive? How many software vendors have lost a potential sale because the prospective client couldn’t or didn’t understand what your company is selling? Fortunately, business communication need not suffer from antiquated tools and a commensurate mind-set. In Message Not Received, award-winning author Phil Simon demonstrates how intelligent professionals and organizations are embracing simpler language and new technologies to communicate in a much more straightforward and effective manner. No theoretical text, Simon takes us on a journey, stopping at progressive companies along the way like Klick Health, Sidecar, and PR 20/20. Message Not Received examines how we communicate, use, and often misuse language and technology at work. It’s high time to reexamine not only what we say while we’re on the clock, but how we say it.
Displaying 1 - 8 of 8 reviews