Is technology helping or hindering your communication?

I recently heard Sherry Turkle speak at a Conference. She is the author of Alone Together: Why We Expect More from Technology and Less from Each Other. Her subject was how the same technology that permits us to be “connected” from anywhere and with anyone, also reduces direct human connection and creates an illusion of non-existent communication.

Turkle contends that what was meant to be a way to facilitate communications has pushed people closer to their machines and farther away from each other. She makes a strong case for restraining ourselves from becoming technology’s willing slaves instead of its guiding masters.

When I walk into organizations I often hear complaints about the use and abuse of technology. People complain that someone in the next cubicle sends them a text instead of coming around and making real time contact. Or a colleague in a different location sends a long and complicated email instead of picking up the phone and clarifying a point. Teleconferences have become common. Yet, many times people are giving little attention to whomever is speaking, while they check email, text, or work on a document instead of listening.

We are in danger of becoming a race of keyboard tappers unable to communicate with each other, meaningfully, in a natural manner, face to face.

There is an assumed premise for all emails and other forms of virtual communication. That every recipient will read same and think it is as important as the sender thinks it is. It's part of the illusion of communication.

Technology should be used to enhance human communication, not to replace it. How can you use the technology to help your communication instead of letting it become a threat to human interaction? Here are a few ideas:

• Use the most appropriate medium. It's an unfortunate truth that many people use the wrong mediums for the messages they want to convey. Differing cultures, skill sets, and age groups require that information be delivered in a variety of formats. Depending on your circumstances, choose the most appropriate way possible to communicate.
  It could be face to face, a phone call, a text message, an email, or even a facebook message. The trick is not to be lazy and use what seems more convenient. Use instead the most appropriate.


• Learn to use technology properly. Don’t be afraid to experiment with new programs, new venues, and new ways of making contact. The better you understand technology, the easier will it be to use it in a helpful way. If you are trying to do a tele-conference, and don’t know how to make the connections, everybody will loose time and a meeting will start in a negative tone.


• Use technology to facilitate real time contact. For complex issues and problems, we can’t expect a screen and a number of typed characters to express the complex messages we communicate in person using words, facial expressions, and body language. Don’t hide behind a screen to avoid conflict or evade contact. Use email or other forms of technology for logistics and to help set up a phone call or in-person meeting.


• Be Clear and Concise. In order to be effective, email and other forms of virtual communication need to be clear and concise. Clarify who, what, where, when, and why. Be sure to state when and if a response is necessary. This will help minimize unnecessary back and forth.


• Control your devices. Don't let your devices control you. Technology can be addictive. If you have to keep your phone on, and answer email or messages when in meetings, or even when someone is trying to talk to you in person, it’s a sign that you are becoming a “technology addict.” You need to be able to “unplug” and take time to reflect, think strategically, dialogue, and relate with people. If your devices have become an extra “limb” you can not live without, you are addicted.

Remember. . .

Technology can’t help or hinder communication by itself. It’s your use of technology what makes the difference. Use technology as a bridge to enhance effective communication in your workplace. When used properly, technology can be very good and useful. It’s up to leaders to set the tone for how technology is used, and not used in their businesses.

It is still true that for decisions and task requests that may require clarification, in-person conversations may still beat out all the best technologies. When two people take the time to talk to one another in person, they are able to clarify responses on the spot, brainstorm new ideas with one another, and ultimately come to a decision about what needs to happen. This give and take also develops trust. Trust in one another's skills and abilities to get the job done.

Share your thoughts

In your experience, what has helped you and your organization positively use the available technology? What is your personal experience with the use and abuse of virtual communication? Leave your answers in the Comments area below, and let’s get a conversation going.

Photo by: Xjs-Khaos