Chapter 5: Communication Flow: Networks & Channels
There’s a well-known expression that goes “It’s not what you say, it’s how you say it.” It’s really both. While communication networks refer to the direction communication flows in an organization, communication channels refers to the medium, mean, or method through which a message is sent to its intended receiver. Basic channels include written (hard copy print or digital formats), oral or spoken, and electronic/multimedia. These types of channels have varying channel “richness”.
Channel richness refers to the amount of nonverbal communication provided and the immediacy of feedback. Face-to-face communication is very high in richness because it includes nonverbal behaviors and has immediate feedback. A written document is lower in richness because it lack nonverbal communication and doesn’t have immediate feedback.
I. Oral Channels
Oral channels depend on the spoken word. They are the richest mediums and include face-to-face, in-person presentations, mobile phone conferences, group presentations, telephone, video meetings, conferences, speeches, and lectures. These channels have lower message-distortion because nonverbal behaviors (including voice intonation) are included that provide meaning for the receiver. They also allow for immediate feedback of the communication to the sender. Oral channels are generally used in organizations when there is a high likelihood of the message creating anxiety, confusion, or an emotional response in the audience. For instance, a senior manager should address rumors about layoffs or downsizing in face-to-face meetings with management staff. This allows the receiver (audience) to get immediate clarification and explanations, even if the explanation is a simple but direct: “At this time, I just don’t know.”
Oral communications are also useful when the organization wants to introduce a key official or change a long-established policy, followed up with a written detailed explanation. Senior managers with high credibility usually deliver complex or disturbing messages. For example, a senior manager will usually announce plans to downsize in person so that everyone gets the same message at the same time. This will often include a schedule so people know when to expect more details.
II. Written Channels
Written communications include e-mails, texts, memos, letters, documents, reports, newsletters, spreadsheets, etc. (Even though e-mails are electronic, they are basically digital versions of written memos.) They are among the leaner business communications because the writer must provide enough context that the words are interpreted accurately. The receiver should be alert for ambiguity and ask for clarification if needed.
Written messages are effective in transmitting detailed messages. Humans are limited in the amount of data they can absorb at one time. Written information can be read over time. Reports can include supporting data and detailed explanations when it is important to persuade the receiver about a course of action. Written communications can be carefully crafted to say exactly what the sender means. Formal business communications, such as job offer letters, contracts and budgets, proposals and quotes, should always be written.
Because email is such a pervasive channel of communication, further discussion about this channel is warranted.
Use of E-Mail
The growth of e-mail has been spectacular, but it has also created challenges in managing information and an ever-increasing speed of doing business. Over 100 million adults in the United States use e-mail regularly (at least once a day). Internet users around the world send an estimated 60 billion e-mails every day, and many of those are spam or scam attempts. A 2005 study estimated that less than 1% of all written human communications even reached paper—and we can imagine that this percentage has gone down even further since then. To combat the overuse of e-mail, companies such as Intel have even instituted “no e-mail Fridays” where all communication is done via other communication channels. Learning to be more effective in your e-mail communications is an important skill.
An important, although often ignored, rule when communicating emotional information is that e-mail’s lack of richness can be your loss. E-mail is a medium-rich channel. It can convey facts quickly, but when it comes to emotion, e-mail’s flaws make it far less desirable a choice than oral communication—the 55% of nonverbal cues that make a conversation comprehensible to a listener are missing. E-mail readers don’t pick up on sarcasm and other tonal aspects of writing as much as the writer believes they will, researchers note in a recent study. The sender may believe she has included these emotional signifiers in her message. But, with words alone, those signifiers are not there. This gap between the form and content of e-mail inspired the rise of emoticons—symbols that offer clues to the emotional side of the words in each message. Generally speaking, however, emoticons are not considered professional in business communication.
You might feel uncomfortable conveying an emotionally laden message verbally, especially when the message contains unwanted news. Sending an e-mail to your staff that there will be no bonuses this year may seem easier than breaking the bad news face-to-face, but that doesn’t mean that e-mail is an effective or appropriate way to deliver this kind of news. When the message is emotional, the sender should use verbal communication. Indeed, a good rule of thumb is that the more emotionally laden messages require more thought in the choice of channel and how they are communicated.
Basic E-Mail Do’s and Don’ts
|…..use a subject line that summarizes your message & adjust it as the message changes
…..make your request in the first line of your e-mail.
…..end your e-mail with your name and contact information.
…..think of a work e-mail as a binding communication
…..let others know if you’ve received an e-mail in error.
|…..put anything in an e-mail that you don’t want the world to see.
…..send or forward chain e-mails.
…..write a Message in capital letters—this is the equivalent of SHOUTING.
…..hit Send until you spell-check your e-mail.
…..routinely “cc” everyone all the time. Reducing inbox clutter is a great way to increase communication.
III. Electronic (Multimedia) Communications
Television broadcasts, web-based communications such as social media, interactive blogs, public and intranet company web pages, Facebook, and Twitter belong in this growing category of communication channels. Electronic communications allow messages to be sent instantaneously and globally. People can talk face-to-face across enormous distances. Marketing and advertising can be targeted to many different types of customers, and business units can easily communicate in real time. This is especially important when customers must be advised of product recalls or security issues.
Although extremely effective in sharing information with a large audience, the widespread utilization of electronic communications for business purposes can also be risky. In recent years, the private communications and customer files of many large corporations have been hacked and their data stolen. In 2016, New Jersey Horizon Blue Cross Blue Shield was fined $1.1 million for failing to safeguard the personal information of medical patients. The company stored unencrypted sensitive data including birth dates and Social Security numbers on laptops that were stolen out of their main offices.
Which Channel Is Best?
Quite simply, the best channel is the one that most effectively delivers the message so that it is understood as the sender intended. Nuanced or emotionally charged messages require a rich medium; simple, routine messages don’t need the personal touch. If you want to advise your department that at 2 p.m. you want to have a five-minute stand-up meeting in the hallway outside of your office to congratulate them on meeting a goal, then send a quick e-mail. You really don’t want people to reply with questions. E-mail is a lean medium but works very well when the content of the message is neither complex nor emotionally charged. On the other hand, a telephone call is a more appropriate channel to apologize for having to cancel a lunch date. The speaker can hear the sincerity in your voice and can express their disappointment or offer to reschedule. A good rule of thumb is the more emotional the context of the message, the richer the medium should be to deliver the message. But remember—even face-to-face business meetings can be followed up with a written note to ensure that both parties are truly on the same page.
Handheld devices, blogs, and written letters and memos offer medium-rich channels because they convey words and pictures/photos. Formal written documents, such as legal documents, and spreadsheets, such as the division’s budget, convey the least richness because the format is often rigid and standardized. As a result, nuance is lost. The key to effective communication is to match the communication channel with the goal of the communication. The table below provides a review of some channels, and their characteristics, as a way to make an effective choice.
|Speed||Richness||Sender’s control over message creation||Sender’s awareness of receiver attention||Detailed Message||Permanency|
|Face to Face||Synchronous||High||Low||High||Moderate||Low|
|Social Media (E.g., Facebook, Twitter, Instagram)||Varies||Varies||High||Moderate/Low||Varies||High|