the muddled memo: a case study of poor messaging

In today's fast-paced world, effective communication has become more crucial than ever. Unclear expectations, vague instructions, and ambiguous messages can lead to unwanted confusion and misinterpretation. When communication lacks clarity, employees may make assumptions or engage in guesswork, resulting in errors and delays.

For example, here’s a case study that showcases the futility of terrible messaging:

A supervisor who managed 36 professionals in six city libraries wanted to cut the costs of unnecessary overtime. So, she issued this one-sentence memo to her staff:

When workloads increase to a level requiring hours in excess of an employee’s regular duty assignment, and when such work is estimated to require a full shift of eight (8) hours or more on two (2) or more consecutive days, even though unscheduled days intervene, an employee’s tour of duty shall be altered so as to include the hours when such work must be done, unless an adverse impact would result from such employee’s absence from his previously scheduled assignment.

Once the 36 copies were sent, the supervisor’s office received 26 phone calls asking what the memo exactly meant. What the remaining 10 staff members who didn’t call thought about the note still remains a mystery. Finally, it took a week-long time for the office to clarify the directive and for everyone to properly understand the new policy.

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One key point you must keep in mind is this: Simplicity enhances understanding.

Complexity is often the enemy of effective communication. In an era filled with information overload, simplicity is a breath of fresh air. When you simplify your communication, you distill your message down to its essence, making it easier for others to comprehend and retain the information.

By removing unnecessary complexity, you ensure that your message is accessible to a wider audience. Whether you are explaining a concept, presenting a proposal, or providing instructions, using simple and concise language, avoiding convoluted sentences, and breaking down complex ideas into digestible pieces can significantly enhance understanding and engagement.

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