Page 148 - Encyclopedia of Business and Finance

eobf_C 7/5/06 2:57 PM Page 125

Communication Channels

less disruptive than a phone call and usually more imme- didates for on-site interviews. As a rule, these channels are
diate than an e-mail message. best used when the communication needs are special,
immediate, or otherwise expensive.
INSTANT MESSAGING
Similar to text messaging, instant messaging (IM) is used FACE-TO-FACE MEETINGS
to exchange short messages, usually with abbreviated text, Face-to-face meetings are ranked at the top of the richness
sent over the Internet. Most senders and receivers connect scale because they allow complete use of all senses and
and engage in highly interactive real-time communica- continuous feedback. Companies find such meetings to
tion. Its use in business is just beginning—not only be a good choice for nonroutine business, such as plan-
because a large percentage of young people competent at ning new products, analyzing markets and business strat-
using it are just entering the workplace, but also because egy, negotiating issues, and solving or resolving problems.
of the recent development of enterprise IM software, Additionally, the face-to-face meetings of teams often pro-
which keeps records of these messages. Until this technol- vide a synergistic effect that improves the outcome of their
ogy became available, many businesses were reluctant to actions. The collaboration efforts face-to-face meetings
allow IM, fearing such things as problems with sexual evoke are often worth the time and expense of using this
harassment, loss of intellectual capital, and other potential channel.
problems the technology might enable. Furthermore, the
Sarbanes-Oxley Act of 2002 requires that written com-
SUMMARY
pany communications be auditable, so until enterprise IM
While these channels are not the only ones available, they
software became available, IM’s use in business was not
clearly show that the sender of a message has range of
widespread.
choices from lean to rich. To help ensure successful com-
munication, the sender needs to select the channel appro-
PHONE CONVERSATIONS
priate for the context. Additionally, in choosing an
A somewhat richer channel is the phone. It transmits appropriate channel, one needs to consider not only rich-
sound rather than printed words and sound can enrich the ness but also other factors such as message content, sender
message’s words with emphasis and emotion. It also allows and receiver competency with the channel, receiver access
for immediate feedback, qualifying it as a richer channel to the channel, and the receiver’s environment. For exam-
one would use to get important, immediate responses. ple, while an e-mail is relatively easy to send, some people
The choice of this channel to transmit a message is highly may not have easy access to receiving it, while others could
contextual. Some receivers view the telephone as invasive easily have it forwarded to a cell phone or pick it up on a
and prefer to rely on voice-mail systems to get messages. wireless device.
Others view the phone as an important way of doing busi-
The appropriate choice of a communication channel
ness. Most receivers carry cell phones so they can get
leads to productivity increases and positive social effects.
important messages wherever they go. Knowing the Understanding how the appropriate choice affects the suc-
importance of one’s message, as well as the receiver’s pre- cess of a message helps senders decide which communica-
ferred way of doing business, is critical when opting to use
tion channel to use.
this channel.
SEE ALSO Communications in Business
VIDEOCONFERENCING/VIRTUAL
MEETINGS BIBLIOGRAPHY
As communication channels, videoconferencing and vir- Carlson, J. R., and George, J. F. (2004). Media appropriateness
tual meetings are extremely rich. These technologies allow in the conduct and discovery of deceptive communication:
people in different locations to interact with one another The relative influence of richness and synchronicity. Group
Decision and Negotiation, 13(2), 191.
using audio and video. Users choose them for their con-
Carlson, J. R., and Zmud, R. W. (1999). Channel expansion
venience as well as cost-effectiveness. They are available in
theory and the experiential nature of media richness percep-
most large companies as well as on the Web by subscrip-
tions. Academy of Management Journal, 42(2), 153.
tion for use by smaller companies and individuals. For
Donabedian, Baorji, McKinnon, Sharon M., and Burns, William
example, a company might want to have the vice presi- J., Jr. (1998). Task characteristics, managerial socialization,
dent for sales in on its planning meeting for a new prod- and media selection. Management Communication Quarterly
uct launch without asking that person to travel to its site 11(3), 372–400.
for a thirty-minute meeting. Or a company might want to Kock, N. (2005). Media richness or media naturalness? The evo-
screen job candidates and then bring in only the top can- lution of our biological communication apparatus and its

ENCYCLOPEDIA OF BUSINESS AND FINANCE, SECOND EDITION 125