Honest Communication
I know a health care provider who has an interesting recording that callers hear when a person doesn’t answer the phone. (That never happens.) The message includes a statement noting that “…we probably won’t call you back.”
That might qualify as brutal honesty. If we ignore the brutality, he gets credit for the honesty.
I suspect many Grangers would be surprised at the number of times I, as communications director, am contacted by frustrated folks who have tried to reach someone in our organization unsuccessfully. Usually, they have left multiple voicemails or sent emails that have gone unanswered. I’m pretty easy to find, and with the title “communications director,” I don’t blame them for thinking I can help.
Sometimes I can help if it’s a question of a general nature. Other times, I can verify whether they are using the correct contact information.
But occasionally, I admit that I can’t force people to reply to emails and return phone calls.
It seems ironic that, with all the communication technology developed over the past several decades, it’s debatable whether actual communication has improved. In the case of the healthcare provider, perhaps it has. He’s using technology to let people know he’s not interested in them.
So consider this. If you are a Granger holding a position of responsibility at any level of the organization, what are your communication priorities? More importantly, how do your priorities impact others and their opinion of our organization?
“A Patron places faith in God, nurtures hope, dispenses charity, is noted for fidelity, returns phone calls, and answers email.”
► FACT: The Communications Department of one has a goal that email and voice mail will be replied to within 24-48 hours.
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