We’re No Longer Talking

Six years ago, a mate of mine bought an accounting firm up north and it’s been going gangbusters ever since.

And then about three years in, he had to find some larger office space for his bulging roster.

Everyone got a new desk except the receptionist. She was made redundant.

It wasn’t her fault. The firm’s clients preferred emailing their accountants directly instead of waiting on hold.

It’s the world we live in now – asynchronous communication.

We send emails in our ‘own’ time and the recipient replies in their ‘own’ time.

Recently I lunched with a good friend whose eldest son had just started a graduate program with an engineering firm.

(Gee’s you know you’re getting old when your friends kids start graduating from uni!)

Anyway, she asked what advice I would give her son.

“Know how to communicate in writing.” I said.

Specifically, know the difference between a memo and a story and when to use them.

A memo is like a newspaper article which delivers the punchline in the first paragraph.

Conversely, a story is like a magazine article which delivers the punchline in the final paragraph.

A good business memo should be written like a newspaper article.

Let me give you an example of the stuff I see.

Whenever I get an email from a client, they usually jump straight to the point.

Hi Adam,

I’ve been thinking about doing X,Y,Z.

Here’s why.

What do you reckon?

Bang! They deliver the punchline up front. Love that.

And then I’ll get an email from some suit in town looking to sell something covered in gloss…

Hey Adam,

I hope you’re enjoying this gorgeous autumn weather. (No I’m not, I work in an office)

Hey, did you see the golf the other night? (No, I was asleep) How good Tiger was! He’s still got it. Such an inspiration!

As you know, the findings of the Royal Commission were handed down five years ago and we’re still feeling the ramifications to this day from clients and advisers alike. (YAWN!!)

During this time, we’ve also been listening to what other players have been saying in the investment space and…blah, blah, blah.

DELETE.

In the age of email, it’s so easy for the message to get lost in the noise.

If you want your child to be an effective communicator at work, ask if they know the difference between a memo and a story.

There’s a place for both, they just need to know when to use them.

End of story.

Adam

Back paddock – if you’re the smartest person in the room you’re in the wrong room.