We’re Not Curing Cancer in Employee Communications

by Frank Roche on October 17, 2011

in Communication

Every day when I leave The Fractory I ask the same question: “Did we cure cancer today, kids?” It’s a bit of calibration about the business we’re in. Then I follow that with, “Well, let’s try to do it tomorrow.”

As much as I’d like to think so, we’re not curing cancer in employee communication. But you’d think so by the sturm und drang that some editing goes through.

You know what? If you make a mistake in communications, just tell people. Tell them what happened. Say you’re sorry and move forward.

That’s why I really liked what American Express did this weekend. I got an email that was titled “TEST.”

A little while later I got an email from them saying this:

Earlier today, you received an email from American Express that incorrectly contained the word “TEST” in the subject line. This email was not a test and does contain important information about your paperless communications. Please review the content of that email. We apologize for the incorrect subject line.

Sincerely,
American Express Customer Care

Clean. To the point. And the world didn’t come to an end. And no cancer was cured. Just a simple statement of fact.

That’s your communication lesson for today: Realize that what you do matters. But not as much as curing cancer. When you do that, you earn the right to edit everything.

The TEST Message

The Well Considered Explanation

{ 2 comments… read them below or add one }


Fatal error: Cannot assign by reference to overloaded object in /nfs/c10/h05/mnt/143652/domains/knowhrplus.com/html/wp-content/themes/thesis_185/lib/classes/comments.php on line 187