Communication Medium Selection

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A short presentation on selecting the appropiate communicatin medium, depending upon the message.

Communication Medium Selection

  1. 1. Forseng Consulting<br />Business Management Series<br />Communication Medium Selection<br />November 2009<br />
  2. 2. What’s for lunch?<br />
  3. 3. How you choose to communicate is as important as what you communicate.<br />Whether answering a question (like what’s for lunch) , providing direction, or disseminating information, the communication medium you use can be critical...<br />
  4. 4. How you choose to communicate is as important as what you communicate.<br />Whether answering a question (like what’s for lunch) , providing direction, or disseminating information, the communication medium you use can be critical...<br />... because the medium carries a message all its own.<br />
  5. 5. Communication medium examples:<br />Email<br />Paper memo<br />Video conference<br />Personal meeting<br />Speech<br />Telephone conversation<br />
  6. 6. So, how do you decide which medium to use?<br />
  7. 7. That depends on its ‘richness’.<br />$<br />A medium is rich if it can convey substantial new understanding.<br />¢<br />A medium is poor if it cannot.<br />A face to face meeting is very rich.<br />A wall poster is poor.<br />
  8. 8. But what exactly determines ‘richness’?<br />There are four factors:<br />1<br />Feedback speed<br />2<br />Cues<br />3<br />Personableness<br />4<br />Emotional content<br />
  9. 9. 1<br />Feedback speed<br />A medium is rich if it allows quick or immediate feedback.<br />Very Rich<br />Very Poor<br />Media Richness<br />Face to face meeting<br />Wall Poster<br />Online Chat<br />Email Exchange<br />
  10. 10. 2<br />Cues<br />A medium is rich if it allows transmission of multiple cues such body language, tone of voice, or word choice<br />Very Rich<br />Very Poor<br />Media Richness<br />Face to face meeting<br />Wall Poster<br />Video conference<br />Email Exchange<br />Telephone <br />
  11. 11. 3<br />Personableness<br />A medium is rich if it is highly tailored to the recipient<br />Very Rich<br />Very Poor<br />Media Richness<br />One-on-one face to face meeting<br />General email<br />Video conference<br />Personal email<br />Telephone <br />
  12. 12. 4<br />Emotional content<br />A medium is rich if it has a high capacity to carry emotional content<br />Very Rich<br />Very Poor<br />Media Richness<br />Face to face meeting<br />Threaded discussion<br />Video conference<br />Personal email<br />Telephone <br />
  13. 13. The choice of medium depends upon the required richness for the message being communicated<br />Let’s look at three examples:<br />A<br />You have tell someone they are to be laid off<br />You have to provide a weekly project status report to your team<br />B<br />C<br />The cafeteria lunch menu has been updated<br />
  14. 14. A<br />The layoff<br />The face to face meeting is best because ...<br />The person being laid off will have many questions and rapid feedback is essential<br />Multiple cues (body language, tone of voice) help convey additional emotional information to the person<br />The ‘message’ needs to be tailored precisely to the recipient here and communicate information unique to their circumstances<br />It is easy to communicate emotion to the person being laid off (e.g. empathy)<br />
  15. 15. B<br />The weekly project status report<br />Likely an email to team members is best because ...<br />There is likely not a need for instant feedback, and email can facilitate feedback if needed<br />Multiple cues are not needed for a routine status report<br />The ‘message’ is tailored to a group, not a specific individual<br />There is little need to communicate emotion to the recipients of the project status report<br />
  16. 16. C<br />The cafeteria lunch menu has been updated<br />Likely updating an intranet web page is best because ...<br />There is no need for a feedback mechanism<br />Multiple cues are not needed for something as routine as updating a lunch menu<br />The ‘message’ need not be tailored to any group or individual – it is organizational wide<br />There is no need to communicate emotion in the message<br />
  17. 17. Forseng Consulting<br />Presentation End<br />

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