It doesn’t matter whether it’s a multi-million-dollar communications campaign or a single tweet, a professional communicator should know the answers to these 8 questions before touching that keyboard, mouse or computer screen:
#1. Why are we doing this?
If you don’t know why you are communicating, there is a good chance you will miss the mark in any number of ways. Know why you are communicating. Know what in the world can be made better through your communication and how that communication will make a difference. Otherwise, you’re probably talking to yourself.
#2. What are we trying to achieve?
What are the specific goals and objectives of the communication? For any communication to be effective, it must have an objective. All communication is designed to inform or educate, entertain, or persuade. But it should go deeper than that. You should know specifically why you are trying to connect with someone, and why that targeted audience matters.
#3. Who are we trying to reach?
In the communications business, we often call them our targeted audiences or stakeholders. They are the people with whom we are trying to reach, connect with, educate or inform, entertain or persuade. All real communication is two-way, and as such, knowing as much as we can about who we are trying to reach and why is critical.
#4. What do we want them to do or think?
Whether the goal is to educate, inform or persuade, we should have a clear vision of how we want the targeted audience to react to the communication. Knowing this from the outset helps shape the message and helps determine the best way to time and deliver that message. Without a clear idea of the desired effect of communication it will fall flat.
#5. Is it right or responsible that we are doing this?
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Ethics. Are we doing the right thing? Are we doing it the right way? Do we have the appropriate credibility on the issue? These are just a few of the sub-questions that only we can answer before communicating. Since each case can be so unique, the key is to have a guiding set of values, principles and a code of ethics, not to mention a set of best practices. Not having any one of these things can lead to crises of credibility and not only a failure of the communications effort, but ultimately damage to your reputation and that of the organization.
#6. Is the information we receive accurate?
In today’s digital environment, it’s extremely common for many to receive un-vetted information and to share it without verification or to comment on it as though it’s fact. Very often, this information is inaccurate, misleading or wrong. It’s the equivalent of spreading rumors and gossip. Accepting the premise on face value of the information we receive is quite often the first major step towards disaster. Even if it’s “just” a social media share or post, make sure that the information or claims you are required to address are accurate and credible before you base any of your own presumptions and communication on it. In other words, check it out before accepting it as fact.
#7. Is the information we are sending accurate?
Honesty isn’t just telling the truth. To borrow from a common term used in courtrooms, it’s “telling the whole truth and nothing but the truth.” More to the point, it’s assumed that in any human interaction you have a good faith obligation to be honest. This is often based on the accuracy of the information you share. When you engage in partial truths or untruths, you lay an unstable foundation and risk alienation of those most important to you. This is not to say anyone has an obligation to share proprietary or confidential information, or that others have a right to know everything about a particular person or organization. Without question, everyone should expect a certain right to privacy. This must be balanced against the need for accountability. When organizations communicate, accuracy goes beyond literal meanings and into intentions, which should be forthright.
#8. Is this the right time?
“Timing is everything,” we all know, right? But when it comes to communications that’s an understatement. You can say all the right things to all the right people, but poor timing can create perceptions of insincerity or even callousness. For example, you may have a great idea to boost employee morale after a round of layoffs, but the day after the downsizing is not the right time to announce much of anything. That’s a mourning period, believe it or not, and no time to have a pep rally.
Or, let’s say a beloved celebrity died last night. It’s probably not a good idea to flood your Twitter feed with gratuitous “tributes” that come off as thinly veiled marketing tactics. Choose your timing carefully.
Anyone can think through these 8 questions in a very short span before engaging in every communications activity, from a simple social media post to the process to plan and implement a major communication initiative.
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