What Is an Email? Rethinking Communication in the Construction Industry

In the modern world, email has become the default mode of communication. It’s quick, convenient, and universally accessible. But is it always the best way to share your communication? In my experience, the answer is often no. In fact, I’ve always believed there’s no such thing as just an email.

In 2009, while I was working at Lendlease. I developed a course called DC2IM—short for Document Controller to Information Manager. This course was designed to elevate the role of document controllers, equipping them with the skills and recognition they deserved as critical contributors to business success. The course covered three modules, the first was focused on something we often take for granted: The Art of Communication.

Why Communication Matters More Than Ever

Communication is not just about passing along information; it’s about how that information is delivered, received, and understood. In 1971, psychologist Albert Mehrabian published research that broke down the components of effective communication:

• 7% of meaning comes from the words we use.

• 38% comes from tone of voice.

• 55% comes from body language.

This means that a staggering 93% of communication relies on the non-verbal cues that we give out. When we rely solely on the written word, we obviously strip away any tone and body language entirely. This can easily lead to misinterpretation, confusion, or even unnecessary conflict.

Yet, in the construction industry, where effective communication is vital to ensure safety, efficiency, and compliance, email still remains the dominant form of interaction. This raises an important question: Is email the right tool for the job?

The Multifaceted Nature of Emails

If we were to consider the different types of communications we send via email every day, we could break them down like this:

• If you are asking a question: Should this be a Request for Information (RFI)?

• If your requesting an action: Should you be issuing an instruction?

• If you need to making a small change, like swapping out a screw: Should you be tracking this a change order?

• If you need approval to purchase any materials: Isn’t this a procurement order?

Despite the formal processes and tools available to handle these tasks, many of us instinctively reach for email especially as its not easily accessible via our mobiles. This can create several issues, including a lack of proper documentation, potential miscommunication, and the risk of important messages being lost in overcrowded inboxes.

A Process-Driven Approach to Communication

One of the core principles emphasised in the DC2IM course was the importance of selecting the right delivery method for the communication you are sending out. Email may be convenient, but it should never replace the formal communication processes, especially in an industry as complex and regulated as construction.

For example:

• When submitting an RFI, it’s important to use a dedicated system or form that ensures the query is tracked, responded to, and archived correctly.

• Instructions should follow a clear chain of command, with proper documentation, acknowledgment from the recipient, and evidenced that the instruction was actioned with-in the allotted time frame.

• Change orders should be reviewed, approved, and recorded through formal channels, to ensure any forecasts costs, or time frames are updated and aligned to the changes where applicable to prevent any disputes later on.

• Procurement processes must follow established protocols to ensure compliance with budget and quality standards.

By relying on email for these tasks, we not only risk missing these critical steps but also unintentionally undervalue the systems and processes designed to ensure accuracy, accountability, and traceability.

The Role of Technology in Modern Communication

In recent years, technology has advanced significantly, offering new tools to streamline communication and collaboration in the construction industry. Platforms like Asite provide centralised solutions for managing all forms of information, including  RFIs, change orders, procurement, and more. These tools are designed to replace the fragmented and often unreliable nature of email-based communication.

By using integrated platforms, teams can:

• Ensure all communications are properly logged and accessible.

• Reduce the risk of errors caused by miscommunication.

• Improve collaboration across teams and stakeholders.

• Maintain compliance with industry regulations and standards.

The construction industry is inherently collaborative, involving a wide range of professionals, from architects and engineers to contractors and suppliers. Effective communication is the glue that holds these teams together, and the right tools can make all the difference.

Reflecting on the DC2IM Journey

Looking back on the DC2IM course, I’m proud of how it helped document controllers to be recognised, and showcased the importance of their role as information managers. These professionals play an often undervalued yet pivotal role in ensuring that the right information reaches the right people at the right time.

The course not only focused on technical skills but also emphasised the importance of soft skills like communication, problem-solving, and adaptability. After all, managing information is not just about systems and processes; it’s about people.

The Takeaway

So, what is an email? It’s much more than just a digital message. It’s a tool, but one that should be used thoughtfully, especially in industries where precision and accountability are paramount. By recognising the limitations of email and embracing more robust communication methods, we can build stronger, more efficient, and more collaborative teams.

Let’s rethink how we communicate—and more importantly, let’s communicate with purpose.