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2.7 Channels and Information Richness

Information richness refers to the amount of sensory input available during a communication. Channels vary in their information richness. Information-rich channels convey more non-verbal information. For example, a face-to-face conversation is richer than a phone call, but a phone call is richer than an email, since you can’t see or hear the individual.

We must consider the speed of the channel, along with the importance of the topic that we hope to communicate. If the information needs to be delivered urgently, a phone call may be more appropriate than an email. Verbal communication makes more sense when the sender is conveying a sensitive or emotional message, needs feedback immediately, and does not need a permanent record of the conversation. If the information needs to be clear for every party and should be documented due to ethical and legal reasons, use written communication.

Every channel has benefits and concerns, depending on how it is utilized by the employee. The key to effective communication is to match the communication channel with the goal of the message (Barry & Fulmer, 2004). See Table 2.1 for benefits, concerns, and situations when a medium should be used.

Table 2.1 Benefits and Concerns Related to Media Use

Medium

Benefits

Concerns

Sample Situations for Use

Synchronous

Face-to-Face, location-based

Supports both verbal and non-verbal communication.
Get immediate feedback.
Address questions immediately.
Ability to modulate tone.
Scalable from two to many people.
Build relationships.

Time and location constraints – must gather participants in one place at one time.
No record of the conversation, unless it is taped. Taping may change the nature of the conversation.

Address sensitive issues.
Implement a change in process – can immediately address questions and concerns.

Digital Real-time: Skype, Zoom, Google Hangouts, etc.

Supports both verbal and non-verbal communication.
Get immediate feedback.
Address questions immediately.
Build relationships.
Ability to modulate tone.
Ability to capture and archive the communication.

Time constraints – must gather people at one time, perhaps over multiple time zones.
Technical issues.
Difficult with large numbers.

Address sensitive issues.
Implement a change in process – can immediately address questions and concerns.
Communicate with a dispersed group.

Verbal Synchronous: phone

Low-tech, easy to use.
Get immediate feedback.
Address questions immediately.
Build relationships.
Ability modulate tone.

Time constraints – must gather people at one time.
Difficult with large numbers.
Difficult to capture and archive the conversation, unless taped.

Address sensitive issues.
Implement a change in process – can immediately address questions and concerns
Communicate one-to-one.

Asynchronous

Presentation with images, text, and/or voice: PowerPoint, YouTube/ asynchronous video presentation, etc.

Get information to many people at once.
Communication can be archived and used as reference.
Visuals can enhance the meaning of text.

Possibility for misinterpretation.
Message can be ignored.
Needs to be crafted carefully to retain attention.

Generate interest in a topic, as an initial stage before a discussion or report.
Teach a concept or process.

Verbal Asynchronous: audio file, voicemail

Get information to many people at once.
Can manipulate tone.

Possibility for misinterpretation.
Message can be ignored.
Message needs to be crafted carefully; lengthy, unfocused verbal messages disengage the listener.

Provide routine information – announcements, reminders.
Teach a concept or process briefly.
Offer a personalized response in a one-to-one communication situation.

Website/Blog

Get information to many people at once
Communication can be archived and used as reference
Visuals can enhance the meaning of text.

Possibility for misinterpretation.
Message can be ignored.
Needs to be crafted carefully to retain attention and provide the intended message.
Technology glitches.

Teach a concept or process.
Provide a group or organization’s background, mission.
Offer opportunities for asynchronous interaction, e.g., ask questions, request information or support.

Email

Get information to many people at once.
Immediacy – can be sent and received quickly and responded to quickly.
Communication can be archived and used as reference.
Low-tech, easy to use.

Not secure – can be forwarded to unintended audiences.
Possibility for misinterpretation.
More difficult to create specific tones.
Message can be ignored, especially if email is plentiful within the group/organization.

Provide routine information – announcements, meeting reminders.
Follow-up to solidify information after a meeting or training.

Written documents: reports, proposals, memos, correspondence

Get information to many people at once.
Communication can be archived and used as reference.
Low-tech, easy to use.
Provides the writer with time to craft, review, and edit the message.
Printed documents not easily changed; therefore, more secure.
Traditional purposes and formats that most audience members understand.

Possibility for misinterpretation.
More difficult to create specific tones.
Message can be ignored.
Needs to be crafted carefully to retain attention and provide the intended message.
Feedback is not immediate.

Record the business of the group or organization.
Formal communication both within and outside of the organization.

This section is adapted from Communication Channel in Professional Communications by J.R. Dingwall, Chuck Labrie, Trecia McLennon, and Laura Underwood. Copyright © by Olds College licensed under a Creative Commons Attribution 4.0 International License, except where otherwise noted.

The table Benefits and Concerns Related to Media Use is derived from Medium in  Communication for Professionals | Simple Book Publishing by Susan Oaks licensed under CC BY-NC: Attribution-NonCommercial.

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Communicating Strategically in the Workplace: A Resource for Engineering and Science Majors Copyright © 2025 by Karishma Chatterjee, Damla Ricks, and Diane Waryas-Hughey is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License, except where otherwise noted.

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