When selecting the type of message to be used and the channel
through
which it will pass, ask yourself the following questions:
•
Do I need a permanent record of this communication?
If
yes, choose a letter (external audience), a memo (internal
audience),
an e-mail (either internal or external audience),
or
a report (either internal or external audience).Written
messages
can have historic and legal value.
•
Will my receiver(s) readily accept the message? If yes, a
written
message is appropriate. If no, oral communication is
preferred.
The ability to convey emotion and to react to
feedback
make face-to-face oral communication the best
format
for persuading receivers or conveying bad news.
The
size of and distance from the audience must also be
considered.
•
Where and how large is the audience for the message?
Face-to-face
oral communication can be effective if the
sender
and receiver(s) are in the same location. A telephone
call
may work if the number of receivers is small.
Written
communication works best when it is impractical
to
bring receivers together or when the message doesn’t
warrant
the personal touch of face-to-face communication.
•
Is the message long or complex? If yes, select written
communication.The
writer can draft and revise the message
before
it is sent, and the receiver can refer to it as
often
as necessary to understand the message.Visual aids
may
supplement the written text.
•
Is timeliness a factor? Do I need immediate feedback?
Use
face-to-face or telephone communication for urgent
messages
or when immediate feedback is important. In
some
circumstances, e-mail and fax may be viable
alternatives.
Letters or memos are often used to confirm
messages
conveyed orally.
•
Is credibility a concern?Written messages are perceived
as
being more credible than oral messages. E-mails have
less credibility than documents displayed on an
organization’s
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