The term describes the implied cost of rework caused by using a suboptimal written communication approach. This might manifest as unclear documentation, poorly written user manuals, or inconsistent messaging across platforms. For instance, imagine a software company releases a new feature with instructions that are technically accurate but difficult for the average user to understand. This requires increased customer support inquiries, resulting in time and resources spent clarifying the initial messaging.
Addressing this concept offers advantages such as reduced operational costs, improved user satisfaction, and enhanced brand reputation. Historically, the focus has been on technical debt in software development, but as communication becomes increasingly central to all aspects of business, the implications of poor written communication become more pronounced. Recognizing and managing it becomes a strategic imperative to avoid future complications and maximize efficiency.
