Monta tyyliä ja monta vastaanottajaa – projektipäällikön tekstityön haasteet

Julkaistu kirjoittanut Ella Hyvönen

Kecia Salmenkari toimii Helsingin kaupungin sosiaali- ja terveysalan Omaolo-palvelun projektipäällikkönä. Haastattelimme häntä hänen työtehtävänsä haasteista ja ongelmista tekstityön näkökulmasta: kelle tekstejä kirjoitetaan ja mihin tarkoitukseen?

Projektipäällikkö venyy moneen suuntaan

Kecia Salmenkari toimii projektipäällikkönä Omaolo-palvelun kehittämisprosessissa. Omaolo on julkinen terveys- ja sosiaalialan palvelu, jonka ideana on auttaa terveydenhuollon asiakasta oman oirearvion tekemisessä ja tehostaa hoitoon ohjaamista.

Alun perin sosiaalipuolelta lähtöisin olevan Salmenkarin tehtävä on laajentaa kaikkia vastikään lanseeratun palvelun toimintoja. Hänen alaisinaan on projektityöntekijöitä ja -asiantuntijoita, sekä teknisellä puolella IT-asiantuntijoita. Hänen omaan työnkuvaansa kuuluu muun muassa viestintä terveysasemilla, yhteydenpito sosiaalipuolen esimiesten kanssa sekä Omaolo-palvelun sisällön esittelyä niin johtoryhmissä kuin koulutuksissakin.

“Puhun siis aika paljon”, Salmenkari naurahtaa. Hän kuitenkin korostaa toimenkuvansa monipuolisuutta ja tehtävien alituista vaihtelua – jokainen päivä on erilainen.

Vaikka palvelun varsinaiset oirearviot ovat lääkäreiden kirjoittamia, Salmenkari tiimeineen käy läpi palveluohjauksia, sillä esimerkiksi siinä, ohjataanko asiakas tietyn taudinkuvan myötä terveysasemalle vai päivystykseen, on kunnallisia eroja. Työhön kuuluu yhtä lailla tekstin tuottamista palveluun kuin oikolukemistakin. Tämän lisäksi tekstityötä on niin eri organisaatioiden välisten sähköpostien kirjoittaminen ja oman organisaation sisäinen viestintä kuin suullisten esitysten suunnittelu ja esittäminen sekä asiakaspalautteisiin vastaaminen.

Tyyli ja kohdeyleisö tuovat haasteita

Salmenkari on laajan työnkuvansa takia jatkuvasti erilaisten tekstien ja tekstitöihin liittyvien tehtävien kanssa tekemisissä. Vaikka Omaolo-palvelu on kansallinen, Helsingissä palvelulle on oma viestintästrategiansa, johon kuuluu muun muassa yhteistyö erillisen viestintätoimiston kanssa. Tämä kuuluu myös Salmenkarin vastuualueisiin. Lisäksi palvelu on osa isompaa organisaatiota, joka itse määrittää kaikkien suurempien tiedotteiden sisällöt ja esimerkiksi kaikki mainontaan liittyvät julkaisut.

Salmenkari viestii usein laajalle yleisölle, joka koostuu esimerkiksi terveyskeskusten ja sosiaalipuolen esimiehistä. Tekstien sisällöt ja muotoilu on siis mietittävä tarkkaan.

”Jos esimerkiksi lähetän sähköpostia terveysasemille, niin se on todella tarkkaa, mitä siihen kirjoitan. Tässä terveydenhoidon kentässä se viestin vastaanottaja on niin erilainen kuin vaikka sosiaalipuolella.”

Tekstien muotoilu ymmärrettävään muotoon voi siis olla vaikeaa. Esimerkiksi tekstin tarpeellisen sisällön ja laajuuden määrittäminen tai teknisemmän asian yksinkertaistaminen asiaan paneutumattomalle henkilölle on osoittautunut Salmenkarille haastavaksi. Aina Salmenkari ei myöskään tiedä, missä hänen tekstinsä voidaan julkaista tai mitä siltä odotetaan, mikä itsessään lisää tekstin suunnittelun ja laatimisen vaikeutta. Myös kirjalliselle viestinnälle ominainen nonverbaalisen viestinnän puuttuminen saattaa aiheuttaa väärinkäsityksiä, ja sopivan viestittelytyylin hahmottaminen voi olla vaikeaa.

”Että saako tähän nyt esimerkiksi viestiin laittaa hymiöitä vai ei, tai muuta vastaavaa. Viestien kirjoittaminen on ihan taitolaji.”

Ammattikuntien välinen kielimuuri

Myös monen eri ammattilaisen yhteisössä viestimisessä on haasteensa. Sosiaalialan käsitteistöön aiemmin tottunut Salmenkari on kohdannut työssään tilanteita, joissa toisen ammattikunnan käyttämä sanasto on vaikeuttanut kommunikointia. Sanastolliset ongelmat koskevat sekä puhuttua että kirjoitettua viestintää.

Terveysalalle tyypillistä on esimerkiksi runsas lyhenteiden käyttö: ATP tarkoittaa asiakkaaksi tulemisen prosessia ja PPT paljon palveluita tarvitsevia asiakkaita. Lyhenteistä osaan Salmenkari on tutustunut jo edellisessä työssään, mutta yhä vastaan on tullut tilanteita, joissa niiden käyttö on tuottanut ongelmia. Ongelmallista on muun muassa se, että lyhenteitä käytetään puheessa ja tekstissä tiuhaan. Vaikeaa on erityisesti silloin, kun lyhenteet ovat Salmenkarille uusia.

”Yhdessä lauseessa saattaa tulla kymmenen uutta lyhennettä.”

Ymmärtämistä vaikeuttaa entisestään myös se, että toisinaan lyhenteiden merkitys riippuu kontekstista: eri kontekstissa sama lyhenne voikin saada uusia merkityksiä. Tällöin Salmenkarille voi syntyä jopa vaikutelma siitä, että keskustelussa on meneillään kaksi eri puheenaihetta, joilla ei ole loogista yhteyttä toisiinsa.

”Luulen, että tähän kaikkeen pitäisi vain päästä sukeltamaan”

Työhön liittyvän viestinnän ongelmakohtien ratkaiseminen ei ole aina suoraviivaista. Salmenkarin mielestä esimerkiksi sanaston oppimista helpottava ammattislangia käsittelevä sanakirja tai tietopankki tuskin olisi haitaksi, mutta hän epäilee kuitenkin sen tarpeellisuutta. Hän ei usko, että sanakirja pystyisi kattamaan kaikkea sitä kontekstuaalista tietoa, jota ammattisanastoon ja sen käyttöön liittyy.

Lukeminen on ollut työhön perehtymisessä Salmenkarille hyödyllistä. Hän kertoo lukeneensa Omaolo-palvelun edelliseen vaiheeseen liittyvää materiaalia ennen työssään aloittamista. Salmenkari itse on oppinut esimerkiksi sanastoa myös yksinkertaisimmillaan siten, että kysyy aina uuden sanan merkitystä sellaiselta, joka sen tietää.

”Nämä ovat vain sellaisia asioita, joita pitää itse osata oppia. On normaali osa työhön perehtymistä, että kysyy aina, kun ei ymmärrä.”

Koulutuksen tai tietopankkien sijaan olisi muita keinoja, jotka voisivat helpottaa arkipäiväistä viestimistä. Esimerkiksi palavereissa kuvallinen havainnollistaminen voisi olla keino, jolla diaesityksessä ja puheessa käytettävää sanastoa saisi ymmärrettävämmäksi.

Salmenkari mieltää myös tekstitaitojen oppimisen vahvasti osaksi työyhteisöön integroitumista. Tekstitaidot ovat osa työpaikan toimintakulttuuria, ja viestintätaitojen hallinta on olennainen osa työhön sopeutumista.

”Me sosiaalialan ja terveysalan ammattilaiset olemme niin eri maailmoista. Vaikka yhteistyö terveysalan ammattilaisten kanssa on minulle tuttua, niin en silti tiedä tarpeeksi heidän toiminnastaan. Luulen, että tähän kaikkeen pitäisi vain päästä sukeltamaan.”

 

Tuulia Jukola, Anniina Leskinen, Sanna Salo

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