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Leo Notenboom runs a help
site (www.ask-leo.com) answering readers’
questions about everything IT. To answer a question, though, he needs to
understand what’s being asked. The inability to communicate in proper English
is the subject of today’s column. Naturally, clear communication is not limited to asking Leo
computer questions. As he points out below, “... it’s your written and spoken
language skills that convey perhaps the most important impression of just who
you are.”
The Most Important Skill
By
Leo A. Notenboom
It’s all about your ability to communicate
The number one reason an Ask
Leo! question goes unanswered is that it doesn’t include enough information.
The number two reason?
I can’t understand the
question.
Now, you might be tempted to
say that this would be because I have high percentage of non-English speaking
readers – and yes, that does play a part, but not as large a part as you might
think.
No, when it comes to writing
unintelligible questions, it’s the so-called “native English speakers” that
actually cause me the most difficulty ... and the most frustration.
After all, the folks from
non-English speaking countries have a bit of an excuse.
So-called native English
speakers do not.
And yes, with nearly 10 years
of experience reading question after question after question, I can usually
tell the difference between a native English speaker, and someone for whom
English is a second language.
Poor-literacy spans all demographics
I’m not speaking
of illiteracy – the inability to read or write your native tongue, I’m
talking about poor literacy skills. What I see too often is the
inability to write (or occasionally speak) in a clear and understandable
manner.
I’m also not speaking
specifically about so-called “text speak”, or similar shorthands that have
evolved for various reasons and at various times. While they do contribute
seriously to the overall problem, they’re certainly not – in my opinion at
least – the worst offenders.
The worst are those questions
that come in that are written in English, but the English is so poorly written
that it ranges anywhere from simply unclear to completely incomprehensible.
It happens much more often
that you’d expect, and it comes from all demographics: young and old, male and
female, and from just about any English-speaking locale.
Why it matters: Getting your computer fixed
It seems pretty obvious: if I
can’t understand a question, I can’t help. If it’s really hopeless, I’ll simply
skip the question and move on.
But I often do try, and that’s
where it can actually get more frustrating.
I often do try to answer
poorly written questions. I’ll perhaps guess or try to infer what the problem
is from unclear or incomprehensible English.
And sometimes, I get it
wrong. I answer a question, but it’s not the question being asked. Or I ask for
clarification, and the clarification is just as bad as the original question.
I’ve just wasted my time and
the time of whoever was trying to get their problem solved.
All for lack of being able to
communicate clearly in English.
It’s not just me.
Computers and technology in
general are notorious for requiring clear and accurate descriptions of problems
in order to get to the correct resolution. Whether it’s some random person like
me on the internet answering questions, a home-town technician, or a company’s
support representative – if they can’t understand you they can’t help you.
All for lack of being able to
communicate clearly in English.
Why it matters: That high-paying job
It’d be easy to write off my
little rant as that of a frustrated computer geek who’s gone over the edge
after reading one too many questions.
If you did, you’d be missing
my point.
The ability to write clear
and proper English is about much, much more than just the ability to express a
tech problem in language that can be clearly understood.
As an old commercial for a
vocabulary improvement product used to claim, “people judge you by the words
you use.”
It may or may not be fair,
but it is absolutely true.
The same is true about your
ability to write – anything – well.
Be it questions, letters to
the editor, job applications, or anything else, something written that sounds
like it came from a barely-literate teenager is likely to be treated as if that’s
exactly who wrote it.
It doesn’t matter how smart
you really are; it’s your written and spoken language skills that convey
perhaps the most important impression of just who you are.
And even if the impression is
wrong, it sticks and can be nearly impossible to overcome.
You’re not going to get that
corner office if you speak and write like someone who never finished high
school.
Why it matters: The computer programmer
I’m often asked what’s the
most important language to learn when becoming a computer programmer.
My response is now: English.
That’s not what most people
expect.
The fact is that even a job
dealing primarily with computers still deals extensively with the people who
use them. Be it the designers, the users, the repair people, the other
programmers or managers on the team, it’s all communication, and it’s all an opportunity for you to present yourself as a literate
professional.
Or as something else.
And that’s true for any job.
People judge you by the words
you use. And how you use them.
It may not be fair, but it is
real. You can object, you can insist that it shouldn’t matter, but it does.
English?
The arguments above really
apply to whatever the language of your native land might be.
Naturally, I believe people
living in English-speaking countries should be well versed in English and
hopefully that makes sense.
However, there’s another
characteristic of our planet that is easy to overlook, might also be considered
unfair, and yet remains very important.
The vast majority of the
internet is in English.
Even if you live in a
non-English speaking country, the ability to read (and yes, write) English will
open doors to immense amounts of information and assistance that would
otherwise remain inaccessible.
Fair or not, it is what it
is, and most of it is in English.
ESL: English as a second language
I have a soft spot for
non-native speakers who truly make the attempt to learn English and learn it
well.
You see, English is my second
language. Even though, we were living in Canada at the time, I spoke only
Dutch until I was about four.
Now, I also understand that
my experience doesn’t really compare to the difficulty of learning a second
language as an adult. Especially when that second language is
English.
In helping overseas relatives
and other friends and acquaintances with their English, it’s become very clear
to me that English is an incredibly difficult language to learn. Just about the
time you learn a “rule,” you find that there are exceptions, and exceptions to
the exceptions.
The worst question that an
ESL instructor faces, I’m sure, must be “why?”
The only answer I can often
come up with is “Because it’s English, and that’s just the way it is.”
Once again, it’s not fair and
it’s not easy.
But if you’re living in an
English speaking country, if you’re expecting the respect of others in an even
semi-professional job in an English speaking country, or if you ever want to
access the vast amounts of information available only in English, there is
simply no substitute for speaking and writing English.
And I do mean speaking and
writing it well. “Enough to get by” isn’t really enough. How people judge
you by your use of English, unfair as that might be, requires a lot more skill
than just “getting by.”
Yes, it’s that important.
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