Introduction
Transparency builds trust, but not everything should be shared in every context. Written communication especially requires judgment about what to share, how much detail to provide, and what can create unnecessary concern or confusion.
Why This Skill Matters
Too little transparency erodes trust and creates suspicion. Too much transparency can overwhelm, create anxiety about every minor issue, or share inappropriate information. The balance demonstrates mature professional judgment.
Core Principles
- Share what affects them - Impacts to timeline, budget, quality, scope
- Context for decisions they need to make or understand
- Problems with solutions - Don't hide issues, but present them with plans
- Err toward more transparency with appropriate framing
- Withhold appropriately - Internal team drama, premature speculation, third-party confidential info
- Tailor to medium - More discretion in written records than verbal discussions
Good Examples
Transparent but appropriate: "We encountered a database optimization issue this week that added 2 days to the timeline. The issue is resolved, we've implemented monitoring to prevent recurrence, and we're still on track for the October 15 launch. No action needed from you."
Why It Works
Shares the issue (transparent), provides context and resolution (not creating anxiety), clarifies impact (relevant information).
Appropriate discretion: [Internal team member leaving] "We have a transition happening on the team. I'm managing it to ensure zero impact on your project. Your primary contacts remain the same."
Why It Works
Acknowledges something is happening, focuses on what matters to client (no impact), doesn't share unnecessary interpersonal details.
Bad Examples
Too transparent: "The developer made a huge mistake and we spent all week fixing his terrible code. I'm so frustrated with the team right now. Everything is a disaster behind the scenes but we're trying to hold it together."
Why It's Bad
Shares internal drama, creates anxiety, undermines confidence, unprofessional.
Too opaque: [Major issue resolved last week, never mentioned] Client discovers it later and feels kept in the dark.
Why It's Bad
Withheld relevant information, erodes trust when discovered.
Tips
- Ask: "Does this affect the client's outcomes, decisions, or understanding?"
- Share problems with solutions - "Issue emerged, here's how we solved it"
- Frame technical challenges appropriately - avoid hyperbole
- Protect internal team dynamics and individuals
- Don't speculate in writing - share when you know
- Remember written communication is permanent - choose words carefully
- When unsure, discuss verbally first, summarize in writing second
- Transparent about impact, appropriately discreet about interpersonal details
Connection to Other Skills
Combines proactive communication, instilling confidence, delivering bad news, executive communication (right detail level), managing expectations, and professional judgment.
Action Items
- Review your last few updates - appropriate transparency level?
- Before sharing an issue, ask: "Does this need to be shared? How should I frame it?"
- Practice: "Here's what happened, here's the impact, here's the plan"
- Build judgment about what creates value vs. anxiety
- When unsure, ask colleague: "Would you share this?"