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Tuesday
27Jan2009

the cost of noise

Noise by definition is unwanted; as distinct to signal.  Noise in business communication is costly - it can get in the way of intended messages and create confusion or concern in the audience. Inconsistency in what we say or how we say it is a very common source of noise in business. Policy, procedure, even pricing and product definitions suffer insidious inconsistency when left uncontrolled. This affects staff with uncertainty or inefficient distraction but the impact on external business relationships is more severe.  Inconsistency in what we communicate to customers, vendors or partners undermines our credibility. Where Dr Kirschner (author of the Art of Persuasion), warns about it in the context of political flipfloppery...

Consistency leads to the fulfillment of expectations, and we all want to be fulfilled. Inconsistency has the reverse effect. It leads to cognitive dissonance, which we the people find disturbing.

...it is a tenet of branding that consistency is king in making sure the experiences you create are associated with the impression and position you want to achieve. If reliability, attention to detail or intellectual strength are in any way elemental to your brand, you best pay extra attention to noise control.

Reader Comments (3)

Great post - thanks - I wish we had a noise monitor that could detect inconsistencies and trace them to their source. It is likely some people generate disproportionately more noise than others either by not understanding, not agreeing, or even just not caring.

January 27, 2009 | Unregistered CommenterSeth G.

I wonder if some noise is useful to stimulate change? Doesn't social change start at the edges - i.e. where it is inconsistent with the center? Great food for thought, thanks

January 27, 2009 | Unregistered CommenterJoanne

I think brands constantly struggle to be consistent - even individuals are "noisy parliaments" at one level of consciousness - but we try to keep it together because if you stand for everything you stand for nothing. Yes, change is constant (hooray!) but we can be consistent in how we pursue and respond to it, it goes to values, beliefs and strategy; things that change relatively gradually.

January 27, 2009 | Registered CommenterTony
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