Say It. Walk It. Log It.  Smarter Site Communication

Why a quick face-to-face and the right follow-up system might be the best communication strategy in your toolkit.

I was speaking to a trust estates manager recently. They said something simple that’s stuck with me since:

“Communication is everything. And not just the messages you send — it’s how and when you send them. That’s what makes the difference.”

They went on to describe a moment many of us will recognise.

A new project was about to begin. Naturally, they wanted to keep everyone informed — so they made the announcement. And within 48 hours, they had a flood of suggestions, “friendly advice”, questions, concerns, and “have you thought about...?” emails from staff who, while well-meaning, didn’t have the full picture.

“Suddenly, we weren’t managing a project,” they said. “We were managing feedback about the project.”

🗣 Say it

The solution wasn’t to say less. It was to say it better — and at the right time.

Clear communication doesn’t mean publishing a 12-page PDF or sending out a bulk email full of technical detail. Sometimes, it’s as simple as saying:

“We’ve got works planned for next term — we’ll update you closer to the time, and here’s who to speak to if you’ve got any questions.”

That’s enough to build trust without triggering noise. It keeps staff informed but avoids opening the floor before you’re ready for the discussion.

🚶 Walk it

Here’s where it gets interesting.

They said that simply showing up on site, in person, made more of a difference than any email ever could — and often, just 20 or 30 minutes was all it took.

“It’s amazing what happens when you show up. Half the questions disappear because people feel heard. They trust you’re on it. And the ones that remain? They’re the right questions.”

It's estimated that just showing face at key points in a project could cut the volume of helpdesk tickets and duplicate queries by 20–25%.

That’s the real value of presence — preventing confusion before it becomes admin.

📋 Log it

But it doesn’t stop there.

Face-to-face clarity is powerful, but it fades. People forget. Questions come up after you’ve left. And at some point, someone asks:

“Where’s the record of what we agreed?”

This is why you still need a system. A place where tasks are logged, updates are posted, and comments can be tracked — not just by the person doing the work, but by anyone who needs to know.

Here’s what that looks like in practice:

• You walk the site and answer questions
• Then you log the task details into the helpdesk
• Staff can refer back to the updates thread
• The site team can update progress
• SLT and the trust team stay in the loop — without needing a second briefing

It’s about making sure your good communication doesn’t evaporate after it happens.

💬 The balance that works

In truth, most communication breakdowns aren’t due to bad intentions. They’re the result of good conversations with no follow-up, or too much information shared with no structure.

• Say it clearly and calmly. Let people know what’s happening.
• Walk it with them — even briefly. Show presence. Answer concerns early.
• Log it on your system. So no one’s left wondering if it’s been handled.

It’s a simple approach. But like most things in estate management — it’s the basics, done well, that make the biggest difference.

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