Communication channels could be classified based on three criteria – 1) whether the communication is oral, written or non-verbal, 2) the level of feedback and 3) the personal nature of the communication.
1. Two-way, face-to-face channels – Here the communication is oral and non-verbal, immediate feedback is possible and the communication is of a highly personalized nature.
This type of channel could take the form of one-to-one meetings (a superior doing a performance appraisal with an employee), meetings involving small groups of people (board meetings) or large gatherings (a speaker making a presentation to a large audience). The advantage of using this channel is that non-verbal communication such as gestures, facial expressions and tone of voice can be used to make the communication more effective. A second advantage is that immediate feedback is possible in the form of questions, clarifications or suggestions. Yet another advantage is the personal quality of the communication. This is especially true of one-to-one meetings, where problems and conflicts can be easily resolved.
The disadvantage of this type of channel is the difficulty in getting people together and arranging face-to-face meetings. Personal meetings are also expensive and time-consuming, especially when people are separated by distances.
2. Two way, but not face-to-face channels – With the advent of new technologies, communication can now be two way, without being face to face, when distance makes such meetings impractical. Teleconferencing, telephone and email communication are all examples of this type of channel. In this case, the communication is purely oral, since non-verbal cues cannot be used to enhance the communication, in the absence of face-to-face contact. Immediate feedback is however, possible, as with the face-to-face channel, since the receiver can react immediately to the sender’s telephone or email message. This type of communication is of an impersonal nature, due to lack of face-to-face contact.
Teleconferencing is almost as good as face-to-face communication, since it enables two parties in different locations to see ( if there is video-conferencing facility) and speak to each other. Today, many large Indian organizations make use of this technology. While teleconferencing has the advantage of saving time and costs involved in travel, it cannot replace face-to-face meetings completely. Some types of interaction such as brainstorming, negotiation, persuasion and problem solving can be conducted better through face-to-face meetings.
Telephone communication has the advantage of being able to contact people who would be impossible to reach in person. It is also relatively inexpensive, compared to face-to-face communication. The disadvantage is that it is hard to hold the listener’s attention for too long.
Email is another two-way, but not face-to-face channel that allows senders and receivers to send and respond to one another’s messages almost instantaneously. Within an office, email is used as an alternative to telephone communication and personal meetings and is called the “intranet.” Email has the advantage of low cost, speed and the ability to send messages to several people anywhere in the world. The disadvantages are its impersonal nature and the lack of confidentiality, since the messages can be stored or passed on to others.
3. One-way, not face-to-face channels – All forms of written communication mentioned earlier – letters, reports, memos, notices, etc. may be classified under this type of channel. Written communication is largely one-way communication, since there is usually no instantaneous feedback between the sender and the receiver. It is also purely verbal, since non-verbal communication is not possible, in the absence of face-to-face contact. It lacks the personal quality of face-to-face communication, although it could be personalized to an extent in some forms such as letters.
For example, a sales letter addressed to a customer could be made highly personal, by addressing the customer by name and customizing a product to his needs.
1. Two-way, face-to-face channels – Here the communication is oral and non-verbal, immediate feedback is possible and the communication is of a highly personalized nature.
This type of channel could take the form of one-to-one meetings (a superior doing a performance appraisal with an employee), meetings involving small groups of people (board meetings) or large gatherings (a speaker making a presentation to a large audience). The advantage of using this channel is that non-verbal communication such as gestures, facial expressions and tone of voice can be used to make the communication more effective. A second advantage is that immediate feedback is possible in the form of questions, clarifications or suggestions. Yet another advantage is the personal quality of the communication. This is especially true of one-to-one meetings, where problems and conflicts can be easily resolved.
The disadvantage of this type of channel is the difficulty in getting people together and arranging face-to-face meetings. Personal meetings are also expensive and time-consuming, especially when people are separated by distances.
2. Two way, but not face-to-face channels – With the advent of new technologies, communication can now be two way, without being face to face, when distance makes such meetings impractical. Teleconferencing, telephone and email communication are all examples of this type of channel. In this case, the communication is purely oral, since non-verbal cues cannot be used to enhance the communication, in the absence of face-to-face contact. Immediate feedback is however, possible, as with the face-to-face channel, since the receiver can react immediately to the sender’s telephone or email message. This type of communication is of an impersonal nature, due to lack of face-to-face contact.
Teleconferencing is almost as good as face-to-face communication, since it enables two parties in different locations to see ( if there is video-conferencing facility) and speak to each other. Today, many large Indian organizations make use of this technology. While teleconferencing has the advantage of saving time and costs involved in travel, it cannot replace face-to-face meetings completely. Some types of interaction such as brainstorming, negotiation, persuasion and problem solving can be conducted better through face-to-face meetings.
Telephone communication has the advantage of being able to contact people who would be impossible to reach in person. It is also relatively inexpensive, compared to face-to-face communication. The disadvantage is that it is hard to hold the listener’s attention for too long.
Email is another two-way, but not face-to-face channel that allows senders and receivers to send and respond to one another’s messages almost instantaneously. Within an office, email is used as an alternative to telephone communication and personal meetings and is called the “intranet.” Email has the advantage of low cost, speed and the ability to send messages to several people anywhere in the world. The disadvantages are its impersonal nature and the lack of confidentiality, since the messages can be stored or passed on to others.
3. One-way, not face-to-face channels – All forms of written communication mentioned earlier – letters, reports, memos, notices, etc. may be classified under this type of channel. Written communication is largely one-way communication, since there is usually no instantaneous feedback between the sender and the receiver. It is also purely verbal, since non-verbal communication is not possible, in the absence of face-to-face contact. It lacks the personal quality of face-to-face communication, although it could be personalized to an extent in some forms such as letters.
For example, a sales letter addressed to a customer could be made highly personal, by addressing the customer by name and customizing a product to his needs.
A conference call is a telephone call in which someone talks to several people at the same time. The conference calls may be designed to allow the called party to participate during the call, or the call may be set up so that the called party merely listens into the call and cannot speak. It is sometimes called ATC (audio tele-conference).
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