If a person has a rule or policy that affects their workplace then any question about it should go their immediate workplace supervisor. Rules and policies are in written form to provide an authorative reference. Any “correspondence” about the interpretation or applicability of rules or policies should be in writing between the parties; no question.

The ultimate authority on the interpretation of any rule or policy is the body that administers the rule or policy; which is clearly identified within the document or at its source.

Now to the question of how to “correspond” in such matters.

Written correspondence is preferred (read essential) since it is easy and also provides an essential audit trail. This is very important in ensuring proper follow-up takes place.

Email is private; being the modern electronic counterpart of traditional private mail. Any correspondence, including email, may be subject to privacy considerations. Email has become a significant part of modern “correspondence” in and out of most organizations. Banks, airlines and even VATSIM send me business email.

Within an organization email is the most common way for staff to communicate; replacing the old written MEMO. The parties are known to each other and identified by their name and position title.

In writing email, if you wish a matter to be “Private & Confidential” than you say so within the email; otherwise the recipient may share the content in a way that is consistent with their role and responsibilities within the organisation AND IN NO OTHER WAY.

It is wise to seek the other party’s permission before sharing private email content with others. In any event, the content of private email should not be shared within forums.

I believe all of the above is generally understood.

Forums are a different matter since be definition a forum is; “A public meeting or assembly for open discussion.”  

Fundamentally an electronic forum is the text counterpart of the traditional voice forum with comment to and fro. Electronic forums offer more variety than the traditional voice forums in respect of participation and purpose.

An electronic forum within an organization may be used for a variety of purposes. Apart from the basic forum activity; an electronic text forum can also be used as one of the broadcast modes available to an organization. Typically an organization will use multiple communication methods when making a broadcast since one single method may not reach everyone. Email only goes to those on the email list at the time and not those who come along later. An electronic forum provides an archive but then not everyone reads forums. Communication is very important but a perfect system is not always possible; particularly in a dynamic environment.

When an electronic forum is used to post an official notice it can be a “one-way” communication; just the same as pinning up a written notice at an outdoor forum. If you write on the bottom of the outdoor forum notice it does not mean that your response will be seen by the author of the notice; but it might if they pass that way again.

VATSIM forums are continuously monitored by senior staff and a genuine post on an important matter will generally get a response. However, as mentioned earlier, a forum response may resolve a matter for an individual but it doesn’t necessarily get delivered to all who need to know.

A forum discussion only has a real value when it results in a change outside of the forums; the forum discussion itself is not the real objective. In the case of rules and policies, the outcome of forum discussion may be that the source document is changed; either to add or remove items or change word in order to clarify the meaning. Private correspondence or forum discussion all over the place doesn’t help in achieving uniformity. When the source document is changed it stands as an authorative statement for everyone.

If you want to bring about change or receive clarification on any matter then it is much better to write directly to the person concerned rather than ask questions in an open public forum; where you are likely to get lots of different opinions. The appropriate person should respond to genuine correspondence as a responsibility of their role. As mentioned earlier; the audit trail associated with written correspondence allows you to follow up if a timely reply has not been received.

I have shared my thoughts about the “authority” of documents and “effective communication”. In doing so I don’t think I have told you anything new or said anything that has been absolutely earth-shattering or ground-breaking.

Roland Collins
VATSIM co-Founder
VATSIM VP Regions