Communication analysis and key concepts

Communication

Letters are historically the standard way for businesses to communicate, along with internal memos. Letters can be carefully written, with every word chosen. The information can be re-written and organize it in exactly the way the writer wants to communicate. However, they are slow, taking several days to reach their destinations through the Post Office, and for a large mailing are expensive because of stationery, envelope, production and postage costs.

Phone calls work well to communicate because the phone call takes place in real time. Both parties can contribute to the conversation, and any misunderstandings can be cleared up immediately. However, the caller can't maintain control of the message as he or she can with a letter, and often the person you want to talk to isn't available to come to the phone when you call. Sometimes it can take a couple of days for both people to be available at the same time. Conference calls can include more than one other person but must be scheduled to ensure that everyone will be available.

Email can be an efficient way to contact other people because the sender can choose the time to write and send it, while the recipient can choose the time to read and respond to it. Email provides nearly instant delivery. However, email often isn't written as carefully as letters are, and misunderstandings can occur because of that. In addition, while some people use email extensively, others may not read their email promptly. Security may be a problem for sensitive matters depending on how each person's computer system is configured.

Online meetings can be an effective way to bring people together when they are separated geographically. When a video feed is included, the communicants get most of the benefits of face-to-face meetings, as they can see facial expression and body language as well as the actual words. Individuals can use graphics, such as charts, to communicate their points. However, at the present time such communication systems are expensive, and setting such a meeting up requires coordination of all participants' schedules, because it takes place in real time.

Face-to-face meetings are useful for discussing delicate matters in private. They are also suitable for meetings when all the people involved are in the same geographic area. They allow for give-and-take and the expression of a variety of opinions, questions, and suggestions. However, if the goal is simply to disseminate information with no need for give-and-take, those attending may be frustrated if they have comments they want to make but the meeting is not intended for two-way communication. A memorandum or other such bulletin might be more suitable for one-way communication.

COMMUNICATION SITUATION ANALYSIS MATRIX

MESSAGE

TYPE

RECOM-MENDED

JUSTIFICATION

Publicizing a change in employee benefits

Letter

While email might be cheaper, the company has to make sure that all employees get this important message. Email isn't always read promptly, and individual filters for spam, etc. may result in some people never seeing it.

Announcing layoffs

Letter

This is a formal and difficult thing to tell people. In a letter, the writer can choose words carefully and include resources those who are laid off can use to find other employment or for other problem solving.

Explaining a new process to a team

F2F meeting

When people are part of a team they should deal with new team issues together. In a face-to-face meeting, members of the team can discuss the new process and ask any questions. They can reach a group consensus.

Explaining a new product to all employees

Letter

Anything that has to go to all employees should be sent in a letter to ensure that everyone sees it.