know your audience

When you have to communicate, you have to know who is listening. Communications in our larger group have, according to some, been less than ideal: we have technicians, programmers, instructional designers, graphics people, writers, system admins all in the same large group. RSS works with some, while others want email newsletters, and some want posters. How do you craft communications to reach everyone effectively?

It dawned on me that there are only three groups in ITS, and the same three are spread across Penn State:

•  The first group busts their rear. They work hard, never look at the clock and always do an excellent job. They work to get better, they work to understand their job and they fight to do, to know and to understand.

•  The second group has a job. They get in on time every day, take very little sick time and make sure they do what's expected. They're dependable, consistent, and always do a creditable job.

•  The third group is here out of obligation. An obligation is owed the union. An obligation is owed your brother, sister, husband, wife. An obligation is owed to some one who once did Penn State a favor. Or an obligation is owed to someone's memories.

Members of each of these three groups can gather, understand, and use information the way others in their group do. It doesn't matter if what they do is draw pictures, answer phones, or write software. Know them by which of these three groups they work in, and they'll get it every time.