Modes of Communication

Within a business or project environment we distinguish different methods of communicating. There are:

• Face-to-face
• Phone (landline)
• Phone (mobile)
• SMS/TEXT
• e-mail
• memo/letter

These can be subdivided into recorded and unrecorded methods. Although it doesn't look like it, the SMS/TEXT method is an unrecorded method. That's because the text-message resides inside a phone and cannot (easily) be extracted. Also, in many cases the sender is not able to keep a record of sent messages.

Face-to-face communication may be used when both "sender" and "receiver" are geographically close to each other and information needs to be exchanged quickly or the message is short or requires immediate response. Also, this is a preferred mode in case of social, personal, private or confidential information is to be discussed. When agreements need to be formalised, this can be done by one of the recorded methods (e-mail, memo, minutes of meeting or a letter).

Phone calls cost money. Calls along landlines are less expensive than calls to/from a mobile phone. Additionally, sometimes people use a private mobile phone and may not appreciate it if you use their mobile-number for work-related calls, especially when they are not at work.

Phones are dictators. When I'm talking to someone and the phone rings, people are often compelled to interrupt the conversation and give the phone a higher priority. That bothers me. Especially, when the conversation seems to go on and on about nothing. Phone calls should only be made to discuss information that requires immediate response. That's why I personally hate phone calls. I like to think about what I'm being told and how to best respond to that.

SMS/TEXT messages are ideal for short and to-the-point status messages: e.g. ETA-information, Yes/No questions and answers. Stuff like that.

Memos or letters can be used to formally convey a message between parties. When distributed by conventional channels this is the slowest form. When you need to record delivery this can be done using a so-called transmittal-form. This is basically a list of the documents being handed over and a list of the persons who need to receive the information. The form is often used to record the delivery by way of signature of the recipients. Oftentimes a memo or letter can be sent digitally via e-mail.

Now, E-mail is my preferred mode of communication. It allows me to digest the messages I receive in my own time, give it a priority and plan a response (read this blog for a discussion on prioritising e-mail). E-mail enables me to think about my response, check and give supporting data and review my response before sending it.