Posted by jripslinger
This summer, I briefly worked with the captain of ARC Almirante Padilla FM-51 during a multi-national exercise. During some town time, he told us that Colombia’s coastal cities, like his hometown of Cartagena, take mid-day siestas and businesses are often closed. Unfortunately, the Colombian navy does not siesta during lunch. The captain said sometimes this is frustrating when he wants to use his lunch break to run errands but all the local businesses are closed. He also pointed out that Colombia’s inland cities, like its capital Bogota, don’t siesta either.
Others asked the ship captain about Colombian food and the weather. No one asked about business communication practices. I don’t know how much value the Colombians place on e-mail communication, but is likely not as high as Americans. In Barry Thatcher’s (2010) essay “Understanding Digital Literacy Across Cultures,” he pointed out Colombia is the only Latin American country that considers e-mail as an “in-writing” agreement and only if the senders and receivers can be verified (p. 182).
This week’s readings in Rachel Spilka’s (2010) anthology Digital Literacy for Technical Communication reminded me of working with the Colombian captain for several reasons.
- Bernadette Longo (2010) noted in her essay “Human + Machine Culture” that “people value human relations. We want to feel connected to other people” (p. 156). She also observed that “since the 1980s, our interactions with people have become more and more mediated by electronic devices” (p. 156). I am glad my colleagues and I took the opportunity to have a face-to-face conversation. After reading Sherry Turkle’s Alone Together: Why We Expect More from Technology & Less From Each Other, interpersonal communication skills are not something to take for granted.
- Thatcher (2010) pointed out that Americans tend to assume the rest of the world operates the same way we do; however, many countries, especially Latin American ones, tend to value interpersonal values more than we do (pp. 170-171). Hearing that some countries still value siestas is a good reminder not to take everything so seriously.
I am glad my colleagues and I took the opportunity to learn more about Colombia because it added to my “empathy bank,” so to speak. Ann M. Blakeslee (2010) conducted case studies with five technical communicators for her essay “Addressing Audiences in a Digital Age.” She learned only half of the writers were actually able to communicate with their audiences to learn what their preferences are (p. 208). The other writers were prevented from having direct contact with their customers and only received second-hand information from other company employees (p. 208).
In addition to direct customer communication, the technical writers used personas, trouble call logs, and user reviews and feedback forums to perform audience analyses (Blakeslee, 2010, pp. 207-210). These practices also contribute to the overall empathy levels of the technical communicators Blakeslee (2010) surveyed. I think Steve Krug (2014), who wrote Don’t Make Me Think, Revisited: A Common Sense Approach to Web Usability said it best: “Empathy is virtually a professional requirement for usability work” (loc. 2,627).
So my goals this week are:
- Take opportunities to communicate face-to-face instead of through electronic means.
- Continue to use empathy in my decision making.