I call it The Flip Side because I offer both external and internal communications. My writing typically spotlights one or the other. But here’s an opportunity to kill two blogs with one subject.
Keith and I were exchanging emails with someone about the possibility of refinancing. We’ve known her for years. She is very nice. Most importantly, we trust her. And she responds to questions on Saturdays! So she sent an email detailing our options. Her email included the following phrases:
• MTA fasttrack
• streamline program
• stated documentation
• LTVs
• MI
In addition to those terms, other sentences required me to be someone who spends at least part of my time hanging out in a loan office. After reading the email, I spent time Googling these terms and exchanging emails, defining each phrase one by one. It was as if we were speaking different languages.
Don’t do The Lingo. If a member of the media is scheduled to interview your client, cleanse that client of all the jargon (or “jargonese” as I like to call it in this blog on the topic) he or she is comfortable with in the corner office. If you don’t, those sound bites will, well, never become sound bites, and the reporter will forever categorize your client as the business geek that can’t relate to the rest of the world.
Losing The Lingo is just as important in internal communications. When sending your employees important information, the last thing they need is to download a translation app just to figure out what the heck you’re saying about the lastest 401(k) or healthcare policy changes. And corporate or industry insider language simply reinforces a glass wall some employees already feel stands between the boss and his staff.
Sometimes, there is no way to get around using some of your industry terms. If you must use them, define them clearly. I’m amazed at the number of companies with websites busting at the seams with jargon. They assume they have one type of audience. They are possibly turning away media inquiries or potential customers without even knowing it! For internal communications purposes, consider creating a company or industry glossary of terms. Post it on your intranet. It’s a great resource for new employees, too. Create hyperlinks to words in the glossary whenever you use key words in e-communications.
Don’t do The Lingo. If you do, you’re forcing people to dance around your words. Communicating clearly (and like a human being) is important for business both externally and internally.
What kind of lingo do you see as an employee and as a consumer? Do you have good examples to share? What works to combat jargon? We’d love to hear from you!
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