Since we started using our own internal Sonar deployment as a test bed, we’ve been noticing a subtle but distinct shift in the way we compose emails. We’re taking just a little bit more care to write informative subjects and supply more context, whether we’re consciously aware of it or not.
One of the main characteristics of the email noise that pervades the enterprise is a lack of persistent context. I long ago lost count of the number of hours of lost on fruitless trawls through my inbox for some nugget of information that I *know* is there, languishing in some long-forgotten recess of my mail client, but I just can’t find it because it’s lost in a morass of meaningless subjects, like “meeting notes”, or “tomorrow”, or – everyone’s favourite – “Re:”. A communication medium such as email, without the situational or emotional context that is generally inferred from ambient knowledge such as a previous verbal conversation followed up with an email, or from the non-verbal clues that provide up to 80% of our meaning, can inevitably lead to serious misunderstandings or just….. noise. A potential goldmine of crucial information – somebody’s inbox – quickly becomes a black hole of knowledge that can never be found again.
What we’re finding since implementing Sonar is that the knowledge that our emails are going to be processed and have themes extracted from them is making us – consciously or subconsciously – put that little bit of extra thought into providing that context in our sentence construction. It only takes a second to change a subject line like “meeting notes” to “notes from production meeting”, or change “tomorrow” to “tomorrow’s development tasks”, but that extra context makes the world of difference when you’re dredging back through your inbox, months down the line.
It also means that the picture of organisational expertise that Sonar can build up can be rich, informative, and ever-evolving. It’s changing the way we communicate, in subtly varied ways, making us provide more relevant information and, frankly, cut out the crap – and that, to my mind, can only be a good thing.
