Topic 1 | Employing Communication Tools to Your Advantage

Choosing the Appropriate Channel for Remote Communication

Communication channels are the means used to carry a message. A lot of it are out there, in fact, each of it provides helpful features to make communication in a remote work setting effective. But the questions are:

  1. Which channel is best suited for a certain situation?
  2. How and when to use this channel?

The best answer will enhance the team’s communication process, increase every member’s retention, engage all members, and stimulate participation.

In this lesson, we will discuss three (3) things:

  1. How to assess your audience (receiver)
  2. How to assess the message
  3. Different communication practices

 

Assess Your Audience

According to Dr. Albert Merahnbian’s communication model, there are three (3) elements that play vital roles in communication.

It means: 7% of communication takes place through the words we use, while 38% takes place through the tone and voice, and the remaining 55% of communication takes place through the body language (World of Work Project).

Therefore, when communicating virtually, we are losing one or more of these elements making it more difficult to read and understand the other person than when communicating in person or face-to-face.

Another thing to note when communicating virtually is the person’s comfort level with the medium, or means of communication (such as verbal, written or nonverbal) being used.

Minimize these issues by assessing your audience’s communication style and preferred medium. Consider these questions:

  1. What is the audience’s natural mode of communication?
    1. Does he or she describe things well orally or in writing? Is he or she struggling with verbal descriptions?
    2. Does he or she prefer to write emails/chats or talk?
    3. Does he or she follow instructions better when they are explained verbally or when written?
  2. What media is easiest and most comfortable to use for the audience?
  3. How many participants are involved in the conversation?

Virtual communication will be most effective and efficient when you use medium that matches the audience’s communication style.

 

Assess Your Message

Now that you understand your audience, next is to assess the message to find out which channel will be best for its delivery. Factors to consider are:

  1. length
  2. complexity
  3. interactivity
  4. privacy
  5. urgency

 

Length

Message length influences the appropriateness of a channel. Technologies today are suitable for short messages as it limits the length of a message. Channels that support longer messages may be used for the sending out:

  1. Formal messages in which abbreviations may be discouraged.
  2. Messages with crucial details.
  3. Interactive communication in which exchange of ideas is dynamic.

 

Complexity

Complex or critical messages require an advanced channel. In sending out this kind of messages, consider a channel that is capable of one or more of the following:

  1. visuals, such as images, animation and video
  2. audio, such as voice and music
  3. multimedia, such as presentations
  4. deliver and read notifications

 

Interactivity

Interactive communication involves a dynamic exchange of ideas, such as in meetings and training and brainstorming sessions. Hence, it is necessary to choose a channel that is:

  1. user-friendly
  2. supportive of different communication needs
  3. capable of providing technical support real-time, in case of technical issues

 

Privacy

A message with confidential data should not be sent via an unsecured channel without prior authorization. Such messages are:

  1. Trade secrets
  2. Bank and financial data
  3. Private memos, like firing or disciplinary letters
  4. Business or marketing strategies

Consider channels that can protect these messages, like:

  1. internal email systems
  2. password-protected communication systems
  3. encrypted file sharing systems
  4. communication systems that requires password

 

Urgency

Important, urgent and time-sensitive messages must use a synchronous communication.

In such a case that the only available communication and channel is asynchronous, request for the audience’s immediate response, prompt for feedback, and consider using different channels.

 

Communication Practices

More often than not, effective communication lies not on the channels or tools, but on the team’s communication practices.

 

Find the right timing

Not everyone is always available to take part in answering emails or replying to chat messages all day, most are already occupied trying to get work done. Time and attention play important roles in ensuring that you get your message across. Be proactive and set the timing of your communication by asking the following questions for your team:

  1. What timezone is everyone working in?
  2. What are the expected working hours of each member has? When will each member’s working hours overlap?
  3. What are the times each members should not be disturbed?

 

Pick the right medium

Miscommunication is inevitable, but being careful and aware of the common errors will prevent future communication problems. When composing an email for an instance, be careful of some words or phrases that may come across differently to the other person. In written communication, you are relying only to 7% of communication, which is words, and so 38% which is tone will depend on the audience’s interpretation of your chosen words; while 55% body language is definitely not present. Try re-reading your draft email as many times or ask someone else to read and interpret them.

Remember that the three (3) elements of communication are all crucial to get others understand you better. So, if you think it is better to call someone up for a quick discussion than send emails or chats, do it.

 

Match the message to the channel 

As discussed earlier, assess your audience and your message; there is always an appropriate channel for a certain communication. You can also ask your remote team lead or client for any particular channel to use for each kind of communication and who among the team should be copied on the message. For example, all formal messages such as announcements must be coursed through internal email systems and sent to all team members, while all critical and urgent messages must be communicated via instant messaging systems and sent to involved parties and their respective managers.

 

Use the same tools

With all the technologies and tools available in the market, even choosing few good ones can be overwhelming. So find something that meets your exact needs, and make sure that your client and your team are using the same tools and know how and when to use each tool.

 

Final Thoughts

Communicate in a clear and respectful manner. Communication is critical especially in a remote work setting, which relies heavily on virtual communication. It is sometime better to over-communicate than leave things misinterpreted.

Be considerate of everyone’s time. Everyone needs uninterrupted time to focus on their work. Here are the things to consider:

  1. Set a meeting at a time when everyone’s free.
  2. Work around the allotted time for meeting.
  3. Communicate meeting agenda to all, to set everyone’s expectations and  prepare them to share their thoughts. This will also avoid meetings that end up into chitchats.
  4. Set a different schedule for small talks that aim to engage members through fun, casual conversations. Try Five-for-Five, wherein on a weekly basis, one person will reach out to five colleagues and talk to them about anything under the sun in five minutes.

Set a default medium of communication. For most, written communication is their go-to medium; so if there is a new idea or thought, they write them up in a chosen tool. And since writing is not enough, brainstorming and strategic conversations to further discuss ideas and thoughts are done through video calls.