Include a feedback loop in most e‑mails and letters. The feedback loop is the means by which you will know that the person has received your correspondence, read it, and achieved your objectives (to know, act, or believe). The more important the message, the more concrete the feedback loop should be. The greater the risk involved in miscommunication or failed action, the more concrete the feedback loop should be. Abstract Feedback Loop An abstract feedback loop allows the reader to make decisions about whether to respond, in what medium to respond, when to respond, and what to include in the response. Examples: "Let me know what you think." "E‑mail your thoughts when you have a minute." "If you need clarification, call me." "Give me any alternatives you can think of." Ask for no feedback or use abstract instructions for the feedback when you know the reader well, you are confident the reader will respond appropriately, the message is easy to understand, the message is not vital, and there is no risk to you or the company if the reader doesn't understand or act. These are the characteristics: Reader may decide how to respond Reader may decide when to respond Leaves open alternatives for the response Leaves open the content the reader may include Conference call with the management consultant The conference call with the management consultant is scheduled for Friday, September 24, at 2:00 p.m. We'll each give her any questions we have about this method of reorganizing the department. Let me know if you have any questions about it. Frank Concrete Feedback Loop A concrete feedback loop requires that the reader respond in specific, concrete ways. Require concrete feedback when there is a possibility of miscommunication, you have little confidence the reader will respond as you wish, the message is very important, or there is risk involved if the reader fails to understand or act. These are the characteristics: Requires a single method of response Requires response by a certain date or time Allows no alternatives for the response Specifies in detail what the reader must provide in the response Has observable, measurable means to ensure the reader complied Examples: "Send me an e‑mail with your responses to my questions by Friday at 2:00 p.m." "Sometime between now and noon tomorrow, call me to discuss the contents of this memo." "Send it by 4:30 p.m. today and e‑mail me letting me know when the shipment went out and giving me the tracking number." This is the same e‑mail used in the example of abstract feedback above. However, Frank has decided that the reader must have good questions for the consultant and must not miss the call. As a result, he inserts two feedback loops: one to be sure the reader has questions and the other to be sure the reader will be available for the conference call. Conference call with the management consultant The conference call with the management consultant is scheduled for Friday, September 24, at 2:00 p.m. We'll each give her any questions we have about this method of reorganizing the department. E‑mail the questions you will ask the consultant by Thursday afternoon so I can give you some feedback about them. Call me Friday at 1:30 so we can talk about our plans for the call. Frank