Chapter 5: Communication Technologies

Summary
The number of communication channels available to the average manager has mushroomed over the last 20 years. Every channel, be it videoconferencing, computer conferencing, email, or electronic bulletin boards, has unique nuances that can hinder or improve the effectiveness of the manager.

Personal convenience guides most managers' channel selections. As a channel's ease of use increases, so does the likelihood of its use. Little consideration is given to how the channel filters the message or the secondary messages the channel generates.

To improve the likelihood that channel selection will be a product of skill and insight rather than chance, this chapter presents a model to help the organization more effectively manage the myriad of available communication channels. The goal of the model is to align the following four elements:

• the objectives of the sender
• the attributes of the message
• the attributes of the channel
• the needs of the receivers

The chapter also shares some critical "lessons learned" about channel and technology choice: rich channels, in contrast to lean channels, are better at building relationships and managing conflict; different channels require different skill proficiencies; and the choice of channel sends symbolic messages and impacts power relationships.

Outline

1. A Model for Selecting Appropriate Technology/Channel
   1. Are the sender's objectives compatible with the attributes of the intended message? (S-M test)
   2. Are the messages sent compatible with the channels utilized? (M-C test)
   3. Are the sender's objectives compatible with the type of channels utilized? (S-C test)
   4. Are the messages compatible with the receivers' characteristics? (M-R test)
   5. Are the channels utilized compatible with the receivers' characteristics? (C-R test)
      
      
2. Lessons Learned
   1. Use rich channels for building relationships, managing conflict or handling ambiguous or complex tasks
   2. Select who channels to highlight the relationship; what channels to highlight the task
   3. Conduct channel-specific training
   4. Use the speed of new technologies to build understanding of critical issues
   5. Recognize how technologies send symbolic messages and impact power relationships
   6. Find the right niche for the various technologies
   7. Detect and respond to patterns that develop with technology usage
      1. What unique costs and benefits does the technology offer?
      2. What role does personal choice pay in the technology?
      3. Are the necessary precursors in place for the technology?
         
         
3. Conclusion