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Developments in technology have produced an environment where communications have become less formal and more spontaneous. This requires the implementation of management techniques to ensure the continuing clarity of communication and effective record keeping.
It is critical to keep accurate and orderly records of a project’s communications and to choose the most appropriate form of communication for your project’s needs. Contractual, legal and confidentiality requirements also need to be factored in. Refer Acumen notes Project records and Electronic communications for more information.
The topic of this note is professional communication with clients, consultants, contractors, builders etc. You should also consider implementing guidelines in your practice on the use of text messaging and social media and the management of personal staff communications. Refer Acumen notes Email policy and Social media and the workplace as a guide.
Consider the following issues when using these different communication methods in your professional practice:
Email remains one of the most common forms of business communication, including for architectural practices. While email is a convenient and expedient form of communication, exercise caution in ensuring that email records are treated in the same way that other important, more formal, project records are treated.
When using email, keep a record of all project communication – especially with the client and builder. Be careful to file your emails appropriately and if using a cloud-based email provider such as Gmail, ensure periodic backups of your email records.
Refer Acumen notes Electronic Communications and Document retention for further information.
Project management platforms
Online project management platforms (ie Aconex) are frequently used on larger projects as a central database of project communication, documentation, submissions and defects. All documents (including revisions) and correspondence are recorded within the platform, providing a complete searchable database of the project history. Offline copies of projects can be purchased at the completion of projects for ongoing record keeping purposes.
The visibility of correspondence and documentation sent using an online project management platform is generally the biggest difference to normal email correspondence. If a piece of correspondence or a document is sent to one person within an organisation, any users from that organisation are then able to view the correspondence or document, even if they weren’t the intended recipient. Similarly, the owner of the project account (generally the client or managing contractor) are often able to view all correspondence and documents on the platform even if they weren’t sent to that organisation.
As a result, it’s often necessary to assess whether certain correspondence is better sent via email rather than through the project management platform.
Social media and text messaging
With mobile phones now used ubiquitously in the building industry, the use of text messaging and social media applications for project communication is becoming more common.
Project communication on social media and text messaging applications should be considered in the same way as any other form of written communication.
Social media includes but is not limited to: Facebook, Twitter, LinkedIn, YouTube, Bebo, Imgur, Instagram, and photo and video sharing sites. Text messaging, including Short Message Service (SMS) and Multimedia Messaging Service (MMS), encompasses text messaging applications such as WeChat, WhatsApp, Slack, Facebook Messenger, etc.
Often it is easier and quicker to correspond with clients and builders via messages. This method also allows the quick sharing of images and is thus useful to share references or receive site photos.
Care should be taken though to record important messages, and to always follow up key decisions with written correspondence – such as an email or an Architect’s Instruction.
Messages in services like WhatsApp disappear after a period of time, so if communicating on such services consider recording messages by screenshotting them on your phone.
Phone calls
Key decisions are often made on a phone call, so it is critical to always follow up any decisions and key comments in writing. Projects often span several years, and phone calls can be easily forgotten in that time.
Consider that when you can hear a person’s response, there is a greater chance that oral communication will be clearer and better understood, potentially less easily taken the wrong way.
Written communication is good for setting out terms or complicated issues that need clarity.
Discussion in person
As per phone calls above, it is important to follow up key discussion points and decisions in writing. It is good practice to provide minutes for meetings and long discussions, and to circulate to all parties involved.
While most correspondence occurs via email, a formal notice may require a hardcopy be delivered by mail. Consider the time implications of this, and if confirmation of receipt is required use registered post.
Fax
While not commonly used, fax is a good way to send written communications since the fax machine records confirmation that the document has been received. However, it is not very common for all parties to a project to have a fax machine. An alternative to a fax machine is to have the fax number diverted to an email account. The fax becomes an email version of the paper printout.
Disclaimer
This content is provided by the Australian Institute of Architects for reference purposes and as general guidance. It does not take into account specific circumstances and should not be relied on in that way. It is not legal, financial, insurance, or other advice and you should seek independent verification or advice before relying on this content in circumstances where loss or damage may result. The Institute endeavours to publish content that is accurate at the time it is published, but does not accept responsibility for content that may or has become inaccurate over time. Using this website and content is subject to the Acumen User Licence.