Communication Channel and Context Matrices
Part I – Communication Channel Matrix
Fill in descriptions of the characteristics and examples, pros, cons, and recommended etiquette of each communication channel.
| Communication channel | Characteristics and examples | Pros | Cons | Etiquette for managers and staff |
| Personal E-Mail | Personal e-mails are designed with fewer complexities as compared to business e-mails. Such as a lesser degree of security and privacy. | Easy and fast transfer and sharing of data and information. | E-mail attachments have the potential of carrying malicious malwares. | Opening e-mails from unknown senders should be discouraged. |
| Company-Wide E-Mail | Have complicated gateways that provide for a more complex set of privacy expectations (Dawkins, 2005). | Increased privacy and security standards. | More prone to cyberattacks. | Provision of a mail security policy. |
| Phone Call | Long-distance and international communications are surpassing physical boundaries. | Promotes for privacy between the caller and the receiver. | To speak to the receiver, they are required to pick the call first. | Always state your name and the name of the person receiving the call. |
| Teleconference | Its accessibility through any origination site promotes the principal for the more the individuals, the lower the cost per person. | Reducing travel rates. | Prone to technical failures. | Ensuring the use of recommended technologies. |
| Virtual Meeting or Web Conference | It is dynamic in nature and requires the user to be active in their participation. | Facilitates short notice scheduling. | Unsuitable for interpersonal communication. | Audio technologies should be given priority to facilitate smooth conversations. |
| Face-to-Face Meeting | Both speakers must be in close proximity. | Allow individuals to read body language. | Less easy to create a group atmosphere. | Use of polite language. |
Part II – Communication Context Matrix
Recommend and provide justification for the appropriate communication channel you would use in the following contexts. In your 3- to 5-sentence justification, explain whether the channels may vary according to company size or culture.
| Situation
| Recommended Channel (specify the type of intrapersonal, interpersonal, public, mass, or computer-mediated context channel) | Justification |
| Publicizing a change in employee benefits | Public Internal Notice | Such a publication is used to ensure that information reaches a wide population. |
| Handling a conflict situation between virtual teams | Electronic communications channel. | Since the conflict is virtual in nature, its mitigation will require the use of electronic communication to reach both parties. |
| Handing a conflict situation between a manager and an employee | Face-to-Face communication. | Conflicts, where both parties are in close proximity, are recommended to handle it face to face (Men, 2014). This is because it will allow the mitigator to read their body language and level of tension. |
| Detailing a new procedure to a small number of employees | Documentation. | The introduction of new procedures, regulations, or policies to employees requires them to be documented before being distributed. |
| Training a team on a new software program | Audio Visual software applications. | Training programs would be more effective with the use of audio-visual technologies or presentations such as PowerPoint. |
| Explaining a new process to the company | Electronic communications channel. | Electronic communications such as e-mails would reach a much greater audience. |
| Announcing promotions | Written digital methods | The use of announcements is designed for such purposes. |
| Announcing the termination of a dangerous employee | Written methods. | Written communication methods, such as memos, would serve a better purpose. |
| Announcing a major reorganization | Public speaking | Public speaking creates an environment that promotes a question and answers session. |
| Announcing a major layoff cycle | Public speaking | This will provide those affected with a chance to illustrate their opinions. |
References:
Men, L. R. (2014). Strategic internal communication: Transformational leadership, communication channels, and employee satisfaction. Management Communication Quarterly, 28(2), 264-284.
Dawkins, J. (2005). Corporate responsibility: The communication challenge. Journal of communication management, 9(2), 108-119.