Communication is the exchange of information through various means such as speech, writing, gestures, and other behaviors. Effective communication involves a sender, a message, and a receiver. Key aspects of good communication include being complete, concise, clear, and considerate. Different types of messages are used for different communication purposes, such as emails, documentation, and meetings. Proper communication is important for business goals like understanding, building relationships, and getting things done.

1. The art of communication -
Managing digital
communication
Anoop John
CTO, Zyxware

2. Wikipedia: Communication
Communication is the activity of conveying
information through the exchange of ideas,
feelings, intentions, attitudes, expectations,
perceptions or commands, as by speech,
non-verbal gestures, writings, behavior and
possibly by other means such as
electromagnetic, chemical or physical
phenomena. It is the meaningful exchange of
information between two or more participants
(machines, organisms or their parts).
The art of communication

3. Define: Communication
Merriam Websters: the act or process of using words,
sounds, signs, or behaviors to express or exchange
information or to express your ideas, thoughts, feelings,
etc., to someone else
Cambridge Dictionary: the exchange of information
and the expression of feeling that can result in
understanding
Farlex Free Dictionary: The exchange of thoughts,
messages, or information, as by speech, signals, writing,
or behavior.
The art of communication

4. Pieces involved
The information - ideas, feelings, intentions,
attitudes, expectations, perceptions or
commands
The sender
The message - encoded information in the form
of speech, non-verbal gestures, writings,
behavior and possibly by other means such as
electromagnetic, chemical or physical
phenomena
The receiver
The information decoded from the message
The art of communication

5. The art of communication
Types of Messaging
Verbal
Email
Project management system
Documentation
Voice chat / Phone call
Video chat
Personal meeting
Non-verbal
Expressions
Behaviors
Actions

6. Goals of Business Communication
Understanding by the receiver
Getting the receiver to act as required
Getting the receiver to respond as required
Building a relationship with the receiver
Having the receiver build a favorable impression about
the sender and the sender's organization
Get the receiver to trust the sender
Getting things done
The art of communication

7. The art of communication
Aspects to consider
Complete
Concise
Concrete
Clarity
Considerate
Courteous
Correct
Ref:
http://www.slideshare.net/kamranqamar/business-communication-effective-business-communi
cation-chapter-2

8. Email communication
Proper subject lines
Proper format
Proper references
Clearly specify actions to be taken by the receiver
Think about unwritten aspects being conveyed
Ensure proper sense is being conveyed
Address the seven aspects
Read from the perspective of the receiver
Read couple of times before sending
The art of communication

9. The art of communication
Titles / Subjects
Clear, short and complete
Eg:
ABC-project: Request for meeting about requirements on
2014-09-24
Resize thumbnail image in article teaser
Avoid duplication
Ensure that context / issue is clear

10. Sample Email
Sub: ABC-project: Request for meeting on 2014-09-24 around
requirements for new work
The art of communication
Dear Name,
Thank you for sending over the requirements document. I have reviewed
the document and I have some questions about the billing integration. I
would like to request for a skype meeting with you on 2014-09-24 at
5:30PM IST. Please confirm if the time is good for you.
Thanks
Anoop John
Sr. Engineer

11. Date and Time
Use YYYY-MM-DD format in all communication
Use hyphens instead of / or . - more readable
Mention time zones when specifying time
The art of communication
2014-09-26 1:00PM IST

12. Timing of messaging
Be prompt in replying
When a message requires an action do not wait for the
action to be completed to send a reply. Reply an
acknowledgement with plan & schedule of action, Reply
again once action is completed
When timelines are not going to be met communicate
ahead of time
Never surprise anybody, surprises are only for birthdays
and anniversaries. Keep everybody updated with the
progress and status of things
The art of communication

13. Following up on communication
Do not assume that the receiver will remember / plan
everything and get things done like you have requested
Follow up courteously
Follow up until the action gets taken
Fall through to other channels of communication when
one channel does not yield results / actions
The art of communication

14. Tracker communication
Proper titles for issues
Clear definition of issue, task, bug
Documentation of actual work done
Documentation of cause of problem and fix
implemented
Documentation of references
Communicate a sense of professionalism and build
trust in the client
The art of communication

15. The art of communication
Communication through
documentation
Thorough and comprehensives
Clear and concrete
Structure and format
Communicate a sense of professionalism
Convey a sense of dependability

16. Think about unwritten messages
Style of writing
Just clear cache to fix the issue ← impolite
Sense of confidence
I will get back to you on Monday with an answer
Sense of dependability
We have started working on the issue you have
reported. We will fix this and get back to you.
Polite and courteous
Can you please let me know if you are going to be
available on Monday 18th for a meeting
The art of communication

17. Think about unwritten messages
Sense of capability
Being clear, complete and concrete conveys a sense of
capability
A concern for the other party
I understand that the second feature is more critical
to the business and I am prioritizing that
The art of communication

18. The art of communication
Tone of communication
Assertive
Defensive
Aggressive
Passive & don't care
Confident & in control
Negative
Positive

19. Implying through unwritten
messages
I will get back to you on Monday - Don't come back to
me asking for updates before that
We are looking into this - We don't know what has
happened
We had pointed out the possibility of this happening
and had suggested measures to prevent this - You did
not follow our instructions or do what we had
recommended
As communicated earlier / documented - You are not
reading the documentation / notes
The art of communication

20. Oneness with the client
Think from the perspective of the client
Avoid you, your team
Use us, we, our project, this project, the onsite team, the
offshore team etc. Use this, the instead of your
A clear understanding of the client business
Convey a sense that you are re-aligning whenever
required with the client at your own call
The art of communication

21. Dependability and trustworthiness
Always take initiative in taking up responsibilities
If you know that something has to be done proactively
communicate it to the client than wait for instructions
Do not surprise
Communicate clearly when there are changes in plans
or changes in expectations
Confirm understanding on both sides, do not assume
The art of communication

22. Training through communication
Use opportunities to train the client to align with the
processes expectations.
Communicate up front when expectations are not met
or client does not align with processes
When systems fail because of mismatched expectations
or non-compliance refer to earlier communication and
factually assert and connect failures to lack of
compliance or mismatched expectations
The art of communication

23. Final notes
Understand difference between intention of sender,
message and understanding of the receiver
Be sensitive about the 7 aspects
Plan your communication
Stand in the receivers shoes
Critically evaluate everything
Re-read everything
The art of communication

24. The art of communication
Thank you