There’s a new term circulating around workplaces today called the coordination tax. It came about because of all the time each of us spends trying to connect with co-workers, vendors, the boss and everyone else upon whom we depend. Think about the last time you tried to put a group of people together for a meeting or to review a proposal. How many messages? How many follow-ups? How much elapsed time? Multiply that by everyone in the organization and you have hundreds, if not thousands, of hours invested at how many dollars per hour?
The coordination tax has really come about because of four issues. First, the number of apps and devices available for us to communicate on. Second, asynchronous communication. Third, unwanted or unneeded messages. These fall into two categories; spam and “keeping-you-in-the-loop” or reply-all messages. Fourth, the bozos (and I do mean bozos) who don’t respond to messages in a timely way and then say “Oh, sorry” when you finally track them down, as if all can be forgiven by saying “Sorry.”
So, let me tackle these issues one at a time. First, the number of apps and devices. Let’s face it, most of us have our mobile devices welded to our hands, or at least within reach every waking hour. Outside of whether this is a good thing, there are just too many options. Depending on your comfort with digital technology, you might be someone who uses one or two apps or someone who bounces from app to app when communicating with a diversity of people. The problem, of course, is that you waste time trying to figure out which app each person prefers. You may have to be familiar with a few different apps because customers prefer a certain platform. But when it comes to in-house communication, everyone should be compelled to use the same platforms. Does this happen in your organization? If not, why not?
Second, asynchronous communication. Prior to the “convenience” of digital technology, most communication was conducted in real time, or synchronously. The exception to this was leaving a voice mail. Today it can take hours, sometimes days, to resolve an issue that used to take two minutes in phone call or in-person chat. As a manager or leader, it might be easy to decree that people should pick up the phone rather than sending endless messages back and forth. But there is evidence that many of those 30 and under have phone phobia. In other words, they are afraid to make phone calls. (Lest you take to task for saying this, I challenge you to set this expectation and see what happens.) Ironically, this phobia is a result of emerging generations not being compelled to converse with each other and adults as they came of age. In essence, many of them lack the skills and confidence to do so. (Hint: If you are hiring these young people, compel them to make a phone call or two in simulation as a part of the selection process. You may still decide to hire them. But at least you’ll know a bit more about their comfort in initiating live conversations, especially with strangers. If their position will entail this skill in dealing with co-workers and customers, you’ll be forewarned.)
Third, unwanted or unneeded messages. As I said, these fall into two categories, spam and reply-all. Outside of email filters and software requiring every sender to complete a captcha field, there is not much you can do to totally eliminate spam. But installing these options will cut down on it a lot. (I realize that some filtering software is not compatible or allowed in some organizations.) But when it comes to reply-all messages, a lot can be done. In many workplace cultures, reply-all is more about CYA than it is about legitimately keeping people informed.
So, ask yourself, “Am I part of the solution or part of the problem?” Consider the messages you receive from others as well. Are there certain people who copy everyone on everything? Perhaps it’s time to let them know that you don’t need to be kept in the loop. Do this diplomatically. But if that doesn’t work, you might want to sit down with them and ask them to explain why they copy you and everyone else on everything they send. If 90% of us had our way, we’d eliminate the reply-all option from the next software update.
Fourth, the bozos. (Of course, I’m not talking about you. I’m talking about all the other bozos.)
Digital technology has allowed us to respond at a time of our choosing. This is very much a mixed blessing. In some cases, we may not have an immediate answer to the question or request. Problem is, if we don’t respond, the sender has no idea what’s going on. I make it a practice of responding to messages from colleagues and clients within four hours if I possibly can, even if I don’t have the answer. It takes about 15 seconds to say, “I don’t have an answer yet, but will let you know when I do. (You can even set this kind of message up as a macro.) This is especially important if you told the person to check back with you after a certain period or on a certain day.
I can’t tell you the number of compliments I get from prospects, clients and others about the fact that I respond in a timely way. I have the privilege of communicating with lots of business owners and senior executives. With few exceptions, they get back to me in a timely way. You may argue with me about this, but in my mind it is simply an indication of respect in a less-than respectful world. Effective leaders know that what you model is what you get back in return, at least from the people who count.
Is there a quick solution to the coordination tax? No. But the solution begins with everyone. Take a little step in that direction today.