INSTANT MESSAGING

Similar to text messaging, instant messaging (IM) is used to exchange short messages, usually with abbreviated text, sent over the Internet. Most senders and receivers connect and engage in highly interactive real-time communication.
Its use in business is just beginning—not only because a large percentage of young people competent at using it are just entering the workplace, but also because
of the recent development of enterprise IM software, which keeps records of these messages. Until this technology became available, many businesses were reluctant to
allow IM, fearing such things as problems with sexual harassment, loss of intellectual capital, and other potential problems the technology might enable. Furthermore, the Sarbanes-Oxley Act of 2002 requires that written company
communications be auditable, so until enterprise IM software became available, IM’s use in business was not widespread.

PHONE CONVERSATIONS

A somewhat richer channel is the phone. It transmits sound rather than printed words and sound can enrich the message’s words with emphasis and emotion. It also allows
for immediate feedback, qualifying it as a richer channel one would use to get important, immediate responses.
The choice of this channel to transmit a message is highly contextual. Some receivers view the telephone as invasive and prefer to rely on voice-mail systems to get messages.
Others view the phone as an important way of doing business.
Most receivers carry cell phones so they can get important messages wherever they go. Knowing the importance of one’s message, as well as the receiver’s preferred
way of doing business, is critical when opting to use this channel.

VIDEOCONFERENCING/VIRTUAL MEETINGS

As communication channels, videoconferencing and virtual meetings are extremely rich. These technologies allow people in different locations to interact with one another using audio and video. Users choose them for their convenience as well as cost-effectiveness. They are available in most large companies as well as on the Web by subscription for use by smaller companies and individuals. For example, a company might want to have the vice president for sales in on its planning meeting for a new product launch without asking that person to travel to its site for a thirty-minute meeting. Or a company might want to screen job candidates and then bring in only the top candidates for on-site interviews. As a rule, these channels are best used when the communication needs are special,immediate, or otherwise expensive.

FACE-TO-FACE MEETINGS

Face-to-face meetings are ranked at the top of the richness scale because they allow complete use of all senses and continuous feedback. Companies find such meetings to
be a good choice for nonroutine business, such as planning new products, analyzing markets and business strategy, negotiating issues, and solving or resolving problems.
Additionally, the face-to-face meetings of teams often provide synergistic effect that improves the outcome of their actions. The collaboration efforts face-to-face meetings evoke are often worth the time and expense of using this channel.

SUMMARY

While these channels are not the only ones available, they clearly show that the sender of a message has range of choices from lean to rich. To help ensure successful communication, the sender needs to select the channel appropriate
for the context. Additionally, in choosing an appropriate channel, one needs to consider not only richness but also other factors such as message content, sender
and receiver competency with the channel, receiver access to the channel, and the receiver’s environment. For example, while an e-mail is relatively easy to send, some people may not have easy access to receiving it, while others could
easily have it forwarded to a cell phone or pick it up on a wireless device.
The appropriate choice of a communication channel leads to productivity increases and positive social effects.
Understanding how the appropriate choice affects the success of a message helps senders decide which communication channel to use.