Sometimes we can spend too much time worrying about the latest Google update, smartphone or OS version and forget that effective communication – for that’s what all these tools are there to support – often needs to be clear and simple.
This runs throughout our lives, as I found when I was booked into my local hospital for a medical procedure. I had a preparatory appointment with a nurse to brief me and took home a leaflet giving detailed instructions. I also had a preparation to start taking on the day before the procedure.
On that day, I found some of the information from the nurse, the leaflet and on the box containing the preparation conflicted. It was a Sunday so I used my common sense to work out the problem: a minor niggle that didn’t matter much.
I was getting concerned because the leaflet said the procedure would take 30-40 minutes to complete and, knowing that it was likely to be uncomfortable and that sedation would not knock me out completely, I braced myself for this mentally. I felt it was going to be tough. As it turned out, just before my turn the doctor mentioned that he was timing each procedure for a study and that the average time was 6-7 minutes: I breathed a sigh of relief.
I am glad to say the procedure was quick, painless and the results were fine. However, I had approached it in completely the wrong frame of mind as a result of the details in the leaflet.
Such gaps between perception and reality can be created by any written instructions. Whether we’re selling a flat-pack wardrobe, an electrical gadget or a holiday, it can be easy to plant the wrong impression in a customer’s mind. Once planted, that seed can grow into a dream or worry that bears no relation to the real product, service or experience.
For businesses selling products and services, this can create unrealistic expectations, impossible to deliver; for doctors it can cause unnecessary worry in patients.
Consistency and clarity are essential when writing instructions or descriptions. Not only do they prevent confusion and wrong impressions, they help to create happy customers . . . and patients.