Part 3: Planning messages
3.5 Channels
Purpose is closely associated with channel. We need to consider the purpose when choosing a channel. From source to receiver, message to channel, feedback to context, environment, and interference, all eight components play a role in the dynamic process. While writing often focuses on an understanding of the receiver (as we’ve discussed) and defining the purpose of the message, the channel—or the “how” in the communication process—deserves special mention.
So far, we have discussed a simple and traditional channel of written communication: the hard-copy letter mailed in a standard business envelope and sent by postal mail. But in today’s business environment, this channel is becoming increasingly rare as electronic channels become more widely available and accepted.
When is it appropriate to send an instant message or text message versus a conventional e-mail or fax? What is the difference between a letter and a memo? Between a report and a proposal? Writing itself is the communication medium, but each of these specific channels has its own strengths, weaknesses, and understood expectations that are summarized in Table 2.5.1.
| Channel | Strengths | Weaknesses | Expectations | When to choose |
| Instant message or text message | Very fastGood for rapid exchanges of small amounts of information
Inexpensive |
InformalNot suitable for large amounts of information
Abbreviations lead to misunderstandings |
Quick response | Informal use among peers at similar levels within an organizationYou need a fast, inexpensive connection with a colleague over a small issue and limited amount of information |
| Channel | Strengths | Weaknesses | Expectations | When to choose |
| FastGood for relatively fast exchanges of information
“Subject” line allows compilation of many messages on one subject or project Easy to distribute to multiple recipients Inexpensive |
May hit “send” prematurelyMay be overlooked or deleted without being read
“Reply to all” error “Forward” error Large attachments may cause the e-mail to be caught in recipient’s spam filter |
Normally a response is expected within 24 hours, although norms vary by situation and organizational culture | You need to communicate but time is not the most important considerationYou need to send attachments (provided their file size is not too big) | |
| Channel | Strengths | Weaknesses | Expectations | When to choose |
| Fax | FastProvides documentation | Receiving issues (e.g., the receiving machine may be out of paper or toner)Long distance telephone charges apply
Transitional telephone-based technology losing popularity to online information exchange |
Normally, a long (multiple page) fax is not expected | You want to send a document whose format must remain intact as presented, such as a medical prescription or a signed work orderAllows use of letterhead to represent your company |
| Channel | Strengths | Weaknesses | Expectations | When to choose |
| Memo | Official but less formal than a letterClearly shows who sent it, when, and to whom | Memos sent through e-mails can get deleted without reviewAttachments can get removed by spam filters | Normally used internally in an organization to communicate directives from management on policy and procedure, or documentation | You need to communicate a general message within your organization |
| Channel | Strengths | Weaknesses | Expectations | When to choose |
| Letter | FormalLetterhead represents your company and adds credibility | May get filed or thrown away unreadCost and time involved in printing, stuffing, sealing, affixing postage, and travel through the postal system | Specific formats associated with specific purposes | You need to inform, persuade, deliver bad news or negative message, and document the communication |
| Channel | Strengths | Weaknesses | Expectations | When to choose |
| Report | Can require significant time for preparation and production | Requires extensive research and documentation | Specific formats for specific purposes | You need to document the relationship(s) between large amounts of data to inform an internal or external audience |
| Channel | Strengths | Weaknesses | Expectations | When to choose |
| Proposal | Can require significant time for preparation and production | Requires extensive research and documentation | Specific formats for specific purposes | You need to persuade an audience with complex arguments and data |
By choosing the correct channel for a message, you can save yourself many headaches and increase the likelihood that your writing will be read, understood, and acted upon in the manner you intended.
In terms of writing preparation, you should review any electronic communication before you send it. Spelling and grammatical errors will negatively impact your credibility. With written documents, we often take time and care to get it right the first time, but the speed of instant messaging, text messaging, or emailing often deletes this important review cycle of written works. Just because the document you prepare in a text message is only one sentence long doesn’t mean it can’t be misunderstood or expose you to liability. Take time when preparing your written messages, regardless of their intended presentation, and review your work before you click “send.”
Attribution
This chapter is an adaptation of Chapter 5.2 “Think, then write: Writing preparation” in Business Communication for Success and is used under a CC-BY-NC-SA 4.0 International license.
