Lost in Transmission: How Over-Communication Transforms Clarity into Chaos

“…Because of over-communication – one consumer out of two reported missing or ignoring communications by phone, email, text and social media.*”

Not knowing where to stop can lead to over-communication, muddled messaging and even counterproductive outcomes. It can dilute the impact, open the door to misinterpretations and make communication feel like a chore.

The paradox of over-communication lies in its diminishing returns. Initially, increased communication helps build understanding, establish context and create clarity. However, beyond a certain threshold, additional information can manifest as lengthy emails, redundant meetings, or excessive reports that do not add value. In professional settings, consider the common scenario of a manager explaining a new project to their team. The initial brief might cover the essentials: objectives, timelines, roles and key deliverables. However, potential misunderstandings might prompt them to send follow-up emails, schedule more than required meetings and create supplementary documentation. While each communication piece individually might seem valuable, the cumulative effect can overwhelm team members, making it harder for them to identify and focus on what’s truly important.

Furthermore, in the digital age, communication tools have multiplied and the ease of sharing information has increased exponentially. Emails, instant messaging, social media and collaborative platforms can all contribute to an overflow of communication to an already existing ‘information fatigue’. Even the conventional SMS has lately shown signs of overuse from consumers. And, seeing this with a generational lens is even more eye-opening. Nearly a third of millennials and Gen Z reported that companies sent too many text messages. For Gen X and Baby Boomers, the drops can go significantly to 18 percent and 12 percent.

While the multiple platforms offer options, they also demand discretion and discipline. Without clear boundaries, team members might receive the same message across multiple platforms or be pulled into conversations that do not require their input. This creates inefficiencies and distractions, taking away valuable time that could have been spent on meaningful tasks.

The impact of over-communication is also evident in external communication strategies, such as marketing and public relations. Brands that saturate their audience with content run the risk of overwhelming and alienating them. Instead of fostering trust and engagement, excessive messaging can appear desperate or insincere, damaging the brand’s reputation. Almost one in four consumers have reported switching brands or not renewing a subscription because the company sent too many emails or text messages.*

Effective communication lies in striking the right balance—delivering concise, clear and deliberate messages while knowing when to pause, allowing the audience to absorb and act on what’s been shared. This also means trusting others’ ability to seek clarification when needed, rather than trying to pre-empt every possible question.

Organisations can help by establishing clear communication protocols and encouraging a culture where concise, purposeful communication is valued over volume. This might include guidelines for email length, meeting duration and documentation requirements.

All of us are communicators. And, reprising that role, it is imperative to know that brevity and precision often achieve more than exhaustive explanation. It is not just about transmission but also about reception. And, this means repeatedly introspecting and asking critical questions: Has the core message been conveyed? Are the next steps clear? Have essential questions been addressed?

  * Arion Research in February 2023 and sponsored by Sendbird

The views and opinions published here belong to the author and do not necessarily reflect the views and opinions of the publisher.

Shilpi Jain

Shilpi Jain heads the corporate communication function at IPE Global. She is a communication professional holding two decades of experience, responsible for developing cohesive messaging and multi-channel communication strategy, which elevates the company’s reputation, performance, and connection with people. Having worked in the Corporate space, Shilpi transitioned into the development sector in 2010 and spearheaded communication activities for the Government of India, International Aid organisations, and philanthropies. Prior to joining IPE Global, she worked with National AIDS Control Organisation (NACO), where she developed their digital media strategy and also supported several e-Campaigns. At WaterAid India, she successfully managed the India Sanitation Portal, launched at the South Asian Conference on Sanitation (SACOSAN) 2008 by the then Speaker of the Lok Sabha, Shri Somnath Chatterjee. She worked for nearly a decade with NIIT Limited and led several projects. She was given the Excellence Award in 2006 for creating a nation-wise Testing Certification platform.