February 2004 FAQ: Our company is “globally wired.” How should we take advantage of that fact in our upcoming change initiatives? How should we use e-mail to communicate change? 

Answer: Despite today’s “wired state,” change remains a “contact sport”… and should be handled with communication channels as close to eyeball-to-eyeball and “hand shake distance” as possible.  

That means that the communication order of battle should be (1) almost always face-to-face (same room or video conferencing), (2) sparingly by phone, (3) rarely by mail, and/or (4) never by e-mail, in that order… and that order only.  

The importance of change to individual organization members requires the use of the “richest and most respectful” communication channels available. That means face-to-face and phone first … and mail next … and ugh, email last. Use the electrons for redundancy and copies but not to carry the load of communication about change. Good luck!     

By: Dutch Holland, Ph.D.

Dutch Holland, CEO of HDI, has worked as a management consultant for 30 years, helping organizations and leaders manage and implement change successfully. And if you enjoyed this short article, you'll love his new book, Red Zone Management: Changing the Rules for Pivotal Times (Dearborn Trade, Chicago, Fall 2001). Check your local bookstores or read a review at amazon.com or barnesandnoble.com! Contact Dutch at dholland@hdinc.com.

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