Let's talk

This article is for the true propeller heads out there.  Those of us in Infosec who prefer to operate in a dark cube, typing away all day with the occasional stop for the caffeinated beverage of choice, maybe even food (especially pizza).  Those of us who are very happy if the entire day passes without uttering another word verbally to a human.  If you are socially adept or even an introvert who is social because you see its value, you already get it and can feel free to move along.

So, fellow propeller head, I hate to tell you this, but we need to talk to others once and a while.  Regularly is wonderful, but once and a while works.  Why?  Written communication just can't resolve all issues or properly communicate your message every time.  We may argue that we can by opening up an instant message window and chatting someone up, but yeah,  no.  Have you read what you wrote in that window?  I mean truly go back an read it out loud?  I am betting it looks something like this:

Me: r u there?  My net is down

You: Yup.  If ur net iz down, how u talkin to me?

Me: On phone.  Can u open a HD tick for me? Plz?

You: *eyeroll* sure- but u o me, d00d

Me: thx

Even worse, the person you happen to be chatting with is sitting in two cubicles away from yours.  This is communication, I agree, but this is not always clear when you make up the language as you go.

OK, first let's focus on the communication mechanism, then I'll circle back to the human touch.

Firstly, ALL COMMUNICATION NEEDS TO BE CLEAR

Was that loud enough? 

You cannot use the typically chat window speak to write business communications.  Don't get me wrong, IM is great for reaching someone quickly or on technical calls where you are sharing a lot of detailed information and you want to make sure that your teammate types the right syntax.  However, if you are trying to turn around and communicate what you do to someone, use full sentences and be concise.

For example, say you need to email our manager with a justification on buying the latest whiz-bang tool.  Regurgitating the tool white paper isn't going to cut it.  Try something like this:

Subject: Value proposition for Whiz-bang tool

Cost: $20,000 for perpetual license, 20% annual maintenance and support

Benefit: Whiz-bang will bring better visibility into malicious traffic on the corporate network.  We have existing tools that it will work with to provide more in-depth analysis of data they gather as well as provide better reporting.  Purchase of this tool will eliminate the need to purchase additional and more costly reporting tools. 

Timeframe to implementation: 30 days from purchase

Simple, to the point and concise.  If needed, you provide the entire analysis with technical detail, but chances are the people who need to approve it won't read it anyway.  Don't write a novel. 

OK, now back to the verbal human touch.  Once and a while, it's good to talk to people.  Have you noticed that sometimes you'll go back and forth over email 20 times and still not resolve something?  That's often because verbal communication is priceless.  Some things just can't be resolved via email. 

My rule is that if you have sent three emails on the same subject, that's one too many and you need to go find the person or pick up the phone and chat with them.  You will be amazed at how fast something will get resolved that way.  Try it propeller heads!  I double dog dare you.

That's all for now- just keep in mind that the person you are talking to could be just as nervous as you are, so just go do it anyway!

Sent from my iPad