Selecting the Best Medium to Communicate

With all of the technology available today there are times when it may be difficult to decide what the proper medium is in a professional setting. Is it appropriate to email a client to share complex information about their taxes? Do you phone them to deliver news about their negative cash flow? Technology has brought tremendous advantages, but it has also created some gray area in communication. The following are a few general guidelines to follow in order to select the best medium for the situation:

Face to Face

• Communicating bad or confidential news
• The communication would benefit from reading body language and eye contact
• You have questions that you need immediate response to
• You want to maintain or reestablish a relationship

Phone

• Quick, clear delivery and understanding (i.e. confirming lunch appointment)
• Make an initial introduction in a personal way
• Asking for a favor

Email

• Share complex information that does not need discussion
• Confirming details, information, directions, etc.
• Convey information without interrupting the other person
• Communicate over different time zones
• Make announcements to large group of people

Remember to always consider your audience, purpose and desired result from the communication. Clearly describe the information and any required follow-up you may require. Be professional and ethical even if the medium you chose may seem to be more informal.

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Oliu, Walter E., Brusaw, Charles T., Alred, Gerald J. (2007). Writing That Works (9th edition). New York: St. Martin's.