Quantum² Resources : Marketing & Management Tools : Six Keys to International Communication Success

Six Keys to International Communication Success

Whether you work in a multinational environment or regularly provide services to one or more off-site locations, consider these tips for success:

1. Respect people's differences while emphasizing the commonality.
   
   Don't let differences in language, culture, or technology bog you down. Expect them when dealing with other countries and even other parts of the U.S. Be honest if you're unclear about a request. Remember that you both are working toward the same goal. Work together.
2. Communicate regularly through established channels.
   
   People will forget what you can do for them, and you'll be unaware of their needs if you let a lot of time go by without any kind of contact. Establish channels of communication—whether by email, fax, or telephone—through which people will expect to hear from you. Keep up the give-and-take, giving information and getting information, so you'll be able to maximize your department's role in the company's success.
3. Market your department within the company.
   
   Remind managers at all sites that they have access to the library's information gathering capabilities and resources. Educate them about the types of assistance you can provide. Periodically provide a round-up of typical job requests your department has fulfilled in case the information could be of use to other sites. This also may spark additional assignments along similar lines.
4. Be clear about what you can offer.
   
   Clearly communicate the capabilities of your department, and the time frame necessary to process requests. Don't promise something you can't deliver. Instead, provide alternative sources. Keep expectations in line with what your department can provide.
5. Use good reference interview techniques to provide the best product possible.
   
   Talk to the person requesting the information. Make sure both parties understand the question in the same way. This will virtually eliminate misunderstandings, cultural or otherwise.
6. Expand the role of the information center to accommodate all of your sites.
   
   Play a proactive role in helping management and staff operate within a transnational environment. For example, keep maps to the different sites on hand and stock newspapers from countries where your offices are based. Act as a "home away from home" to staff visiting from other countries, making available a public access computer and telephones so they can work.