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Like most every aspect of “Less Clutter. Less Noise.”, this chapter (“Remove Barriers to Entry”) applies to communication leaders in any organization, business, non-profit … and especially churches.
Our primary goal as communicators is three fold: 1) connect with an audience, 2) make an impact and 3) get them to respond. This chapter is focused on making those initial connections. If we miss the boat on that, all other communication efforts are for naught.
When it comes to best practices for effective communication, it begins with knowing your audience as Kenny Jahng wrote about yesterday. You have to get into their minds, understand how they think and why they think that way then relate to them on that level. This chapter is essentially about connecting with your audience.
Chapter One was called, “Are People Letting You In or Shutting You Out.” This chapter could be called, “Are You Letting People In or Shutting Them Out?” All too often we get frustrated because people won’t take that first step and engage with the church or a particular ministry when in reality they can’t. Many times we make it nearly impossible for them. It may be that we don’t communicate enough, communicate in the wrong way, or over communicate to the point of shouting at them. All of these are barriers. While there can be many areas that represent barriers there are three that are consistent challenges for churches: the language we use, the absence or overabundance of signage and the art of hospitality and guest service.
One of the most common barriers to connecting with your audience is the language we use. A common challenge that I see all too often is when we use our language and not their language. Kem gives a great list of “insider speak” that they have identified at Granger Community Church and try to avoid. What insider words and phrases do you use in your church or organization that remain a mystery to your audience?
It’s not only language that can be a barrier, but it can be names too. The Church is GREAT at coming up with non-descript names for ministries and programs that do a great job of disguising (totally unintentionally) what they’re really all about. You know the ones … cool names like: “The Edge,” “Ignite,” “Oasis,” “Emerge,” “Oneighty,” “Quest” … “(insert your best on here).”
And then there are the ones that are a turnoff to everyone, churched or unchurched. Have you ever heard of T.O.A.D.S. (Telling Others About GoD’s Son)? That name comes from a website with suggestions for winning ministry names. Here’s another great one, quoted directly from the site:
The GGGYFT Gang (God’s Gonna Get You For That!) — Teenagers it was a big hit at our church–the youth pastor would go around and holler GGGYFT!!! Every time he saw one of us do something stupid or get out of line. Since it was used often, the church adopted the name– look out–here comes the GGGYFT Gang!
Are they for real? I’d be the first one running for the door if I heard someone yelling “GGGYFT!!! GGGYFT!!!” Although I would be impressed if they could get all of that acronym out in one breath.
One of the greatest frustrations that I’ve seen people experience is regarding visual communication, signage, in buildings and churches. There’s either not enough signs – after all, we know where we’re going and where everything is located, why shouldn’t everyone else? – or too many signs. Having signs of every kind: flyers, posters, directional signs, check-in signs, posted everywhere makes it difficult to hone in on the ones that really matter and impossible to communicate clearly and succinctly. It’s challenge in written communication and visual communication.
I know that not all communication directors can affect change in this area, but one of the greatest barriers comes in the area of guest services … or the welcome team … or hospitality. Whatever your church calls it, it boils down to basic customer service.
There is an art to customer service. We’ve certainly all experienced bad service at one time or another — those times when we are ignored, treated rudely or felt like an imposition. I can really get appalled at this. But being an over-zealous greeter or church volunteer can be just a much of a turn off. More often than not guests just want to be treated normally. They don’t want to be isolated or pointed out as being “new.” They don’t want to go through orientation their first Sunday there. They don’t want to be visited at home the Tuesday night following their visit.
Good guest service is a dance of sorts. There’s an ebb and flow. You have to watch for body language and unspoken messages from newcomers. Take things at the pace the guest is setting. Your primary focus should be on letting them know when, where and how to engage, then leave the rest up to them. For me, the bottom line is this: be authentic.
We often think the primary responsibility of someone taking an action rests on them. When in actuality a great deal of responsibility rests on us. I go back to the basic question, are you inviting them in or shutting them out? Take this principle to heart and you won’t find yourself asking it just once, you’ll come to ask it with every project, announcement and campaign that comes across your desk.
- What insider words and phrases can you spot in your church or organization that probably remain a mystery to your audience?
- Take an inventory of the signage you see inside and outside your church. Is there too much? Not enough? Is it confusing?
- Attend church this week as if you were a newcomer. Drive to church using a different route. Come in a different entrance. Sit in a different place. Walk a mile in a guest’s shoes. And bring a big pad of paper … chances are you’ll be taking lots of notes of things to address.