Here at Mattern & Associates, we are communicators. Time and again, one of the highest compliments we hear from our clients is our ability to communicate effectively and openly. It may sound like a matter of course, but it is not. We all know that effective communication is an art as much as it is a skill, and certainly one of the key ingredients in everything that we do here.
So, we extend this philosophy beyond the negotiation tables and communicate through brief emails, the bi-monthly Mattern Minute, and our quarterly newsletter, Mattern Matters. As with everything we do, we develop the content with best practices in mind providing useful information to the people who know us and, in keeping with the CAN-SPAM Act, providing easily accessible opt out buttons.
What is interesting to me these days are those who choose to opt out of these communications. As a professional communicator, sometimes I just don’t quite understand.
Last week, for instance, we sent out our Mattern Minute highlighting how the firm of Kaye Scholer outsourced certain aspects of their operation based upon the firm’s principles, and specifically how they wanted their employees treated. The project was a success from all aspects – operationally, financially and most importantly from the employee aspect. You can read the case study here.
Occasionally, then, what will happen is that someone will hear of a recent success story or will hear of a complimentary outsourcing contract review we may be offering and express a regret and not being aware. After a brief conversation, it usually happens that they had opted out of receiving one of the email updates.
Well, communication is a two-way street.
Now, I am as tired as the next person about the emails from the King of Nigeria wanting to recover his fortune, and wish there was, in fact, an opt out button for that. And sometimes, when I click on that little Microsoft Outlook icon in the morning and there’s a deluge of emails before I have a cup of coffee, I may want to lessen the load. But I am personally hesitant to opt out of emails because of this very fact that I may miss something that could benefit my business, my clients or me personally.
I say, don’t be afraid of your email inbox. There’s a delete button, too.
Outsourcing can be great a management tool if done right and used in the right situation as Kaye Scholer illustrates. Too many firms “opt out” on this management tool because of preconceived notions, false perceptions, and the mistaken belief that they are protecting their employees. Whereas, if done right, the employees benefit, the firm benefits and the end users benefit.
That’s the kind of communication we’re opting into.