How Origin 63 Improved Communication Clarity for Service Teams

Clear communication is the foundation of efficient collaboration and excellent client service. But when messages are vague or lack context, misunderstandings happen, tasks are delayed, and trust is compromised.

A client in the service industry faced this challenge across multiple teams, including consultants, developers, project managers, and strategists. Messages like "ready for the client" or "the issue is resolved" often arrived without context.

Origin 63 created a communication framework that ensured clarity and consistency, reducing confusion and strengthening client trust.

The Challenge: Vague Updates Leading to Confusion

The client needed to streamline communication both internally and with their customers. The main issue was receiving incomplete updates that lacked important context.

For instance, an update like "This is done" left teams and clients wondering what exactly was completed. 

A message stating "the issue is resolved" didn’t explain what the issue was, why it happened, or how it was fixed. This created extra back-and-forth between teams and confusion for clients.

The problem became even more complicated when multiple teams, like developers, consultants, and implementation specialists, were involved. After several discussions, a final "see above" message wasn’t enough. 

Teams needed a clear summary of the problem, the actions taken, whether it was resolved, and the next steps.

Without clarity, clients felt unsure, and internal teams spent too much time clarifying tasks and repeating conversations. The result was slower progress, more frustration, and a risk of damaging client trust.

The client needed a solution that:

• Ensured every message included enough context for clients and teams to take action.
• Reduced unnecessary back-and-forth and clarified expectations.
• Built client trust by explaining solutions clearly and completely.
• Helped teams summarize complex conversations and outcomes into simple, understandable updates.

How Origin 63 Solved the Problem with a Communication Framework

Origin 63 developed a simple, consistent communication framework to ensure that every message—whether internal or client-facing—provided the necessary context, details, and next steps.

Establishing the Communication Framework

The framework focused on answering key questions with every update. Instead of vague messages, team members were encouraged to think about the recipient's perspective and provide clear, concise information.

Each message had to answer:

• What was done? Instead of saying "it's ready," the message specified exactly what was completed and included links or screenshots as evidence.
• Why was it done? If an error was fixed, the message explained why the issue occurred and what steps were taken to resolve it.
• What should the recipient do next? The message outlined any next steps or actions required from the client or team.
• Are there any follow-ups? If there were additional steps to monitor or tasks still in progress, those were clearly mentioned.

This simple but effective framework ensured that every message was actionable and informative.

Implementing the Framework Across Teams

Origin 63 worked closely with the client’s teams to ensure the framework was adopted and understood. Training sessions and examples were shared to show how to write messages using the framework. 

The approach emphasized clarity and empathy—making it easier for both internal teams and clients to understand the information they received.

To encourage consistency, the framework became part of regular team discussions, including huddles. During these meetings, teams reviewed recent communications and provided feedback to ensure every update met the framework's standards.

Reducing Back-and-Forth and Miscommunication

Origin 63 encouraged more complete updates and helped reduce the back-and-forth that slowed down projects. Each message included enough detail to avoid follow-up questions, saving time for both the sender and the recipient.

Clients also appreciated the clearer updates. They knew exactly what was completed, why it mattered, and what they needed to do next. This reduced confusion, built trust, and helped move projects forward more smoothly.

Encouraging Summary Updates for Complex Issues

For complex issues involving multiple teams, Origin 63 introduced a summary approach. Instead of asking recipients to piece together information from multiple conversations, one final message would summarize:

• What the original issue was.
• What actions were taken.
• Whether it was resolved, or if there were remaining tasks.
• What the next steps were, and who was responsible for them.

This summary approach provided a clear picture, even for those who hadn’t followed every conversation. It also helped teams learn from each situation, reducing the risk of similar issues happening in the future.

The Results: Clearer, More Efficient Communication

The new communication framework quickly led to improvements across the client's teams and their client relationships.

Reduced Confusion and Faster Responses

With clearer, more detailed updates, clients and internal teams had fewer follow-up questions. This meant projects moved faster, with fewer delays caused by miscommunication or misunderstandings.

Stronger Client Trust and Better Relationships

Clients appreciated the added transparency. When they received updates that explained what was done, why it was done, and what they needed to do next, they felt more confident in the process. This helped build stronger, more trusting relationships.

More Efficient Internal Collaboration

Teams spent less time clarifying updates and more time focusing on meaningful work. Having a clear summary of what happened and what needed to be done next allowed everyone to stay aligned, even across complex projects involving multiple teams.

Long-Term Learning and Process Improvement

The summary approach didn’t just improve immediate communication. It also created better records for future learning. Teams could refer back to previous summaries to understand why an issue happened and how it was resolved, helping them avoid similar problems later.

A Simple Framework That Made a Big Impact

The communication framework wasn’t just about improving the way messages were written. It was about fostering more meaningful conversations, ensuring everyone had the context they needed, and minimizing misunderstandings.

The framework helped teams communicate effectively, reduced unnecessary back-and-forth, and made projects move faster. Clients received updates that were easier to understand and act on, strengthening trust and confidence. 

Internally, teams were better aligned, which led to smoother project execution and improved collaboration across departments. The result was a more efficient process, stronger client relationships, and better teamwork overall.

Ready to Improve Your Team Communication?

Clear communication builds trust, reduces delays, and strengthens teamwork. Origin 63 helps businesses design frameworks that make every message easier to understand and act on.

If you're ready to improve your internal and client communication, contact us to learn how we can help.