The cost of an unclear message
A vague message creates work for everybody. The reader has to guess what is wanted, or ask. The sender then has to explain, and the exchange can run for several rounds before anyone does anything useful. If the people are in different time zones, each round can take a day.
Clear writing is not about fancy language. It is about making it easy for the reader to understand what you want, why, and by when. The same few habits apply whether you are writing in chat, in email or in a shared document.
Lead with the point
Busy readers scan. Put the most important thing first, then add detail.
Compare these two versions:
Hi, so I was looking at the schedule again and I noticed a few things, and with the vendor changing their dates and everything, I wonder if maybe we should think about the launch…
Can we move the launch to the following week? The vendor has changed its delivery date, so the original timing no longer works. I’d like your view by Wednesday.
The second version starts with the question, gives the reason in a sentence and ends with a deadline. A reader can answer in seconds. The first makes them dig for the point.
A useful trick is to ask yourself: if the reader stopped after the first sentence, would they know what this is about?
Say what you need
Every message should make clear what, if anything, the reader should do. Common purposes include:
- A decision: “Please choose option A or B.”
- An action: “Can you send the figures to Dana?”
- Information: “Here is the updated schedule. No action needed.”
- A response: “Do you agree with this approach?”
If no action is needed, say so. This spares the reader from wondering. If an action is needed, name the person who should do it. A request addressed to a whole channel often gets no answer, because everybody assumes somebody else will respond. Guidance on tagging people politely appears in the piece on chat etiquette.
Give enough context
Context is the background the reader needs to act without asking. It does not need to be long. Consider what the reader already knows, and what they would need to look up. Helpful context often includes:
- Which project, document or customer you mean, with a link where possible.
- What has already been tried or decided.
- Why the matter is important now.
- Any constraints, such as budget or a fixed date.
Avoid assuming that the reader remembers an earlier conversation. Messages are often read later, by people who were not involved, or by you in a few months. A reply that says only “Yes, go with that one” is unclear when read out of context. Repeat the key detail: “Yes, go with the second vendor’s quote.”
Set a time and a priority
“As soon as possible” means different things to different people. Prefer a day and, if time zones differ, a time zone, or “by the end of your day Thursday”. Say if something is not urgent, which relieves pressure. If something is urgent, state why, and consider whether chat is the best route; matching the message to the channel is explored in communication choice.
Keep it short, but not shorter than it should be
Aim for the smallest message that is complete. Practical ways to do that:
- Use short sentences and plain words.
- One message, one topic. If you have several unrelated points, send separate messages or use a numbered list so that each can be answered.
- Cut greetings and filler that add nothing, but keep a friendly opening if that is your team’s custom.
- Put long background in a linked document instead of the message.
- Avoid jargon and unexplained abbreviations, especially when writing to newcomers or colleagues from other teams.
Brevity can go too far. A one-word message such as “Done?” may be fast to write but leaves the reader unsure what is meant. Add a few words so it can stand alone.
Use simple structure
For anything longer than a couple of sentences, a bit of structure helps scanning:
- A short first line stating the topic or the ask.
- Short paragraphs, separated by a blank line.
- A numbered list for steps or multiple questions, a bulleted list for options.
- Bold text sparingly for a key date or action, not scattered throughout.
- A closing line restating what you need and when.
Do not over-format a short message; a plain sentence is fine. Also remember that some readers use screen readers or small phone screens, so simple formatting is more robust than elaborate layouts. The same thought for clarity is behind guidance on writing accessible posts.
Get the tone right
Clear does not mean cold. A direct request can still be polite: “Could you…” and “Thanks” cost little. Tone is hard to judge in text, and short messages can seem abrupt. Adding a word of thanks, or explaining that you are not criticizing, avoids many misunderstandings; the topic is explored in written tone. When you have to deliver difficult news or feedback, consider speaking rather than typing.
Be specific when asking for changes. “This needs work” leaves the reader guessing. “The summary needs to cover the cost impact, and the second table can be removed” tells them what to do.
Reread, then send
A quick check before sending catches most problems:
- Is the main point or ask in the first lines?
- Could someone with no background understand it?
- Is it clear who should do what, and by when?
- Are there links or attachments I mentioned but forgot?
- Is anything here better kept out of chat, such as personal data or passwords? See the notes on sensitive information.
If you are sending something important, reading it aloud, or waiting a few minutes before sending, can reveal awkward phrasing.
Make good habits shared
Individuals can improve their own writing, but a team benefits more when it agrees on a few norms: always include a deadline with requests, link to the source document, state clearly when no response is needed. These can go into the team’s chat policy as a short list with examples. Managers who write clearly, and who gently ask for clarity when messages are vague, help the whole group. Over time, fewer clarifying questions are needed, and that leaves more time for the actual work.