The Quality of Communication

When we think of quality, we often think first of the quality of products and packaging. However, more often, I find that I am working on improving the quality of communication. It is ironic, that with the growth of speed and quantity of communication, we still suffer from waste and rework resulting from issues with the quality of communication.

Communication has the characteristics of a manufacturing process. The right ingredients have to be introduced at the right time. Homogeneity is a critical factor – people have to have the same understanding. Excessive heat can damage the process.

Quality tools apply to the process of communication too. The process design has to be clear. The specifications need to be comprehensive. In-process checks will ensure that the process stays on-track. Action limits need to be defined. Everything has to focus on the customer. The quality of communication is defined by how well it meets the needs of the customer – both expressed and un-expressed needs.

The rise of both Artificial Intelligence and networks raises interesting questions. Will the connected nodes of AI be more successful at the quality of communication than we humans? And how will we be able to monitor and intervene in real-time before mis-communication gets out of hand?