{"id":51,"date":"2025-07-23T19:18:34","date_gmt":"2025-07-23T19:18:34","guid":{"rendered":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/chapter\/1-7-channels-and-information-richness\/"},"modified":"2026-03-16T14:19:24","modified_gmt":"2026-03-16T14:19:24","slug":"1-7-channels-and-information-richness","status":"publish","type":"chapter","link":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/chapter\/1-7-channels-and-information-richness\/","title":{"raw":"2.7 Channels and Information Richness","rendered":"2.7 Channels and Information Richness"},"content":{"raw":"
\n

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.<\/p>\n

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<\/span> legal <\/span>reasons, <\/span>use <\/span>written communication<\/span>.<\/span><\/p>\n

Every channel has benefits and concerns, depending on how it is utilized by the employee. The key to effective communication is to match the <\/span>communication<\/span> channel with the goal of the message<\/span> (Barry & Fulmer, 2004). See Table 2.1 for <\/span>benefits, concerns, and situations when a medium should be used.<\/span><\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
Table 2.1 Benefits and Concerns Related to Media Use<\/caption>\n
\n

Medium<\/strong><\/p>\n<\/th>\n

\n

Benefits<\/strong><\/p>\n<\/th>\n

\n

Concerns<\/strong><\/p>\n<\/th>\n

\n

Sample Situations for Use<\/strong><\/p>\n<\/th>\n<\/tr>\n<\/thead>\n

\n

Synchronous<\/strong><\/p>\n<\/td>\n<\/tr>\n

\n

Face-to-Face, location-based<\/strong><\/p>\n<\/td>\n

\n

Supports both verbal and non-verbal communication<\/span>.<\/span>
Get immediate feedback<\/span>.<\/span>
Address questions immediately<\/span>.<\/span>
Ability to modulate tone<\/span>.<\/span>
Scalable from two to many people<\/span>.<\/span>
Build relationships<\/span>.<\/span><\/p>\n<\/td>\n

\n

Time and location constraints \u2013 must gather participants in one place at one time<\/span>.<\/span>
No record of the conversation, unless it is taped. Taping may change the nature of the conversation.<\/span><\/p>\n<\/td>\n

\n

Address sensitive issues<\/span>.<\/span>
Implement a change in process \u2013 can immediately address questions and concerns<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Digital Real-time: Skype, Zoom, Google Hangouts, etc.<\/strong><\/p>\n<\/td>\n

\n

Supports both verbal and non-verbal communication<\/span>.<\/span>
Get immediate feedback<\/span>.<\/span>
Address questions immediately<\/span>.<\/span>
Build <\/span>relationships<\/span>.<\/span>
Ability to modulate tone<\/span>.<\/span>
Ability to capture and archive the communication<\/span>.<\/span><\/p>\n<\/td>\n

\n

Time constraints \u2013 must gather people at one time, perhaps over multiple time zones<\/span>.<\/span>
Technical issues<\/span>.<\/span>
Difficult with large numbers<\/span>.<\/span><\/p>\n<\/td>\n

\n

Address sensitive issues<\/span>.<\/span>
Implement a change in process \u2013 can immediately address questions and concerns<\/span>.<\/span>
Communicate <\/span>with a dispersed group<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Verbal Synchronous: phone<\/strong><\/p>\n<\/td>\n

\n

Low-tech, easy to use<\/span>.<\/span>
Get immediate feedback<\/span>.<\/span>
Address questions immediately<\/span>.<\/span>
Build relationships<\/span>.<\/span>
Ability modulate tone<\/span>.<\/span><\/p>\n<\/td>\n

\n

Time constraints \u2013 must gather people at one time<\/span>.<\/span>
Difficult with large numbers<\/span>.<\/span>
Difficult to capture and archive the conversation, unless taped<\/span>.<\/span><\/p>\n<\/td>\n

\n

Address sensitive issues<\/span>.<\/span>
Implement a change in process \u2013 can immediately address questions and concerns<\/span>
Communicate one-to-one<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Asynchronous<\/strong><\/p>\n<\/td>\n<\/tr>\n

\n

Presentation with images, text, and\/or voice: PowerPoint, YouTube\/<\/strong> asynchronous video presentation, etc.<\/strong><\/p>\n<\/td>\n

\n

Get information to many people at once<\/span>.<\/span>
Communication can be archived and used as reference<\/span>.<\/span>
Visuals can enhance the meaning of text<\/span>.<\/span><\/p>\n<\/td>\n

\n

Possibility for misinterpretation<\/span>.<\/span>
Message can be ignored<\/span>.<\/span>
Needs to be crafted carefully to retain attention<\/span>.<\/span><\/p>\n<\/td>\n

\n

Generate interest in a topic, as an initial stage before a discussion or report<\/span>.<\/span>
Teach a concept or process<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Verbal Asynchronous: audio file, voicemail<\/strong><\/p>\n<\/td>\n

\n

Get information to many people at once<\/span>.<\/span>
Can manipulate tone<\/span>.<\/span><\/p>\n<\/td>\n

\n

Possibility for misinterpretation<\/span>.<\/span>
Message can be ignored<\/span>.<\/span>
Message needs to be<\/span> crafted carefully; lengthy, unfocused verbal messages <\/span>disengage the listener<\/span>.<\/span><\/p>\n<\/td>\n

\n

Provide routine information \u2013 announcements, reminders<\/span>.<\/span>
Teach a concept or process briefly<\/span>.<\/span>
Offer a personalized <\/span>response in a one-to-one communication situation<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Website\/Blog<\/strong><\/p>\n<\/td>\n

\n

Get information to many people at once<\/span>
Communication can be archived and used as reference<\/span>
Visuals can enhance the meaning of text<\/span>.<\/span><\/p>\n<\/td>\n

\n

Possibility for misinterpretation<\/span>.<\/span>
Message can be ignored<\/span>.<\/span>
Needs to be crafted carefully to retain attention and provide the intended message<\/span>.<\/span>
Technology glitches<\/span>.<\/span><\/p>\n<\/td>\n

\n

Teach a concept or process<\/span>.<\/span>
Provide a group or organization\u2019s background, mission<\/span>.<\/span>
Offer opportunities for asynchronous interaction, e.g., ask questions, request information or support<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Email<\/strong><\/p>\n<\/td>\n

\n

Get information to many people at once<\/span>.<\/span>
Immediacy \u2013 can be sent and received quickly and responded to quickly<\/span>.<\/span>
Communication can be archived and used as reference<\/span>.<\/span>
Low-tech, easy to use<\/span>.<\/span><\/p>\n<\/td>\n

\n

Not secure \u2013 can be forwarded to unintended audiences<\/span>.<\/span>
Possibility for misinterpretation<\/span>.<\/span>
More difficult to create specific tones<\/span>.<\/span>
Message can be ignored, especially if email is plentiful within the group\/organization<\/span>.<\/span><\/p>\n<\/td>\n

\n

Provide routine information \u2013 announcements, meeting reminders<\/span>.<\/span>
Follow-up to solidify information after a meeting or training<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Written documents: reports, proposals, <\/strong>memos, correspondence<\/strong><\/p>\n<\/td>\n

\n

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

\n

Possibility for misinterpretation<\/span>.<\/span>
More difficult to create specific <\/span>tones<\/span>.<\/span>
Message can be ignored<\/span>.<\/span>
Needs to be crafted carefully to retain attention and provide the intended message<\/span>.<\/span>
Feedback is not immediate<\/span>.<\/span><\/p>\n<\/td>\n

\n

Record the business of the group or organization<\/span>.<\/span>
Formal communication both within and outside of the organization<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

<\/td>\n<\/td>\n<\/td>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

T<\/span>his <\/span>section <\/span>is adapted<\/span> from<\/span> Communication Channel in <\/span>Professional Communications<\/a> by J.R. Dingwall, Chuck Labrie, Trecia McLennon, and Laura Underwood. Copyright \u00a9 by Olds College<\/span> licensed under a <\/span>Creative Commons Attribution 4.0 International License<\/span><\/a>, except where otherwise noted. <\/span><\/p>\n

The table<\/span> Benefits and Concerns Related to Media Use<\/span> is derived from <\/span>Medium<\/span><\/a> in <\/span>\u00a0<\/span>Communication for Professionals | Simple Book Publishing<\/span><\/a><\/em> by Susan Oaks licensed <\/span>under <\/span>CC BY-NC: Attribution-NonCommercial<\/a>.<\/span><\/p>\n\n<\/div>","rendered":"

\n

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.<\/p>\n

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<\/span> legal <\/span>reasons, <\/span>use <\/span>written communication<\/span>.<\/span><\/p>\n

Every channel has benefits and concerns, depending on how it is utilized by the employee. The key to effective communication is to match the <\/span>communication<\/span> channel with the goal of the message<\/span> (Barry & Fulmer, 2004). See Table 2.1 for <\/span>benefits, concerns, and situations when a medium should be used.<\/span><\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
Table 2.1 Benefits and Concerns Related to Media Use<\/caption>\n
\n

Medium<\/strong><\/p>\n<\/th>\n

\n

Benefits<\/strong><\/p>\n<\/th>\n

\n

Concerns<\/strong><\/p>\n<\/th>\n

\n

Sample Situations for Use<\/strong><\/p>\n<\/th>\n<\/tr>\n<\/thead>\n

\n

Synchronous<\/strong><\/p>\n<\/td>\n<\/tr>\n

\n

Face-to-Face, location-based<\/strong><\/p>\n<\/td>\n

\n

Supports both verbal and non-verbal communication<\/span>.<\/span>
Get immediate feedback<\/span>.<\/span>
Address questions immediately<\/span>.<\/span>
Ability to modulate tone<\/span>.<\/span>
Scalable from two to many people<\/span>.<\/span>
Build relationships<\/span>.<\/span><\/p>\n<\/td>\n

\n

Time and location constraints \u2013 must gather participants in one place at one time<\/span>.<\/span>
No record of the conversation, unless it is taped. Taping may change the nature of the conversation.<\/span><\/p>\n<\/td>\n

\n

Address sensitive issues<\/span>.<\/span>
Implement a change in process \u2013 can immediately address questions and concerns<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Digital Real-time: Skype, Zoom, Google Hangouts, etc.<\/strong><\/p>\n<\/td>\n

\n

Supports both verbal and non-verbal communication<\/span>.<\/span>
Get immediate feedback<\/span>.<\/span>
Address questions immediately<\/span>.<\/span>
Build <\/span>relationships<\/span>.<\/span>
Ability to modulate tone<\/span>.<\/span>
Ability to capture and archive the communication<\/span>.<\/span><\/p>\n<\/td>\n

\n

Time constraints \u2013 must gather people at one time, perhaps over multiple time zones<\/span>.<\/span>
Technical issues<\/span>.<\/span>
Difficult with large numbers<\/span>.<\/span><\/p>\n<\/td>\n

\n

Address sensitive issues<\/span>.<\/span>
Implement a change in process \u2013 can immediately address questions and concerns<\/span>.<\/span>
Communicate <\/span>with a dispersed group<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Verbal Synchronous: phone<\/strong><\/p>\n<\/td>\n

\n

Low-tech, easy to use<\/span>.<\/span>
Get immediate feedback<\/span>.<\/span>
Address questions immediately<\/span>.<\/span>
Build relationships<\/span>.<\/span>
Ability modulate tone<\/span>.<\/span><\/p>\n<\/td>\n

\n

Time constraints \u2013 must gather people at one time<\/span>.<\/span>
Difficult with large numbers<\/span>.<\/span>
Difficult to capture and archive the conversation, unless taped<\/span>.<\/span><\/p>\n<\/td>\n

\n

Address sensitive issues<\/span>.<\/span>
Implement a change in process \u2013 can immediately address questions and concerns<\/span>
Communicate one-to-one<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Asynchronous<\/strong><\/p>\n<\/td>\n<\/tr>\n

\n

Presentation with images, text, and\/or voice: PowerPoint, YouTube\/<\/strong> asynchronous video presentation, etc.<\/strong><\/p>\n<\/td>\n

\n

Get information to many people at once<\/span>.<\/span>
Communication can be archived and used as reference<\/span>.<\/span>
Visuals can enhance the meaning of text<\/span>.<\/span><\/p>\n<\/td>\n

\n

Possibility for misinterpretation<\/span>.<\/span>
Message can be ignored<\/span>.<\/span>
Needs to be crafted carefully to retain attention<\/span>.<\/span><\/p>\n<\/td>\n

\n

Generate interest in a topic, as an initial stage before a discussion or report<\/span>.<\/span>
Teach a concept or process<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Verbal Asynchronous: audio file, voicemail<\/strong><\/p>\n<\/td>\n

\n

Get information to many people at once<\/span>.<\/span>
Can manipulate tone<\/span>.<\/span><\/p>\n<\/td>\n

\n

Possibility for misinterpretation<\/span>.<\/span>
Message can be ignored<\/span>.<\/span>
Message needs to be<\/span> crafted carefully; lengthy, unfocused verbal messages <\/span>disengage the listener<\/span>.<\/span><\/p>\n<\/td>\n

\n

Provide routine information \u2013 announcements, reminders<\/span>.<\/span>
Teach a concept or process briefly<\/span>.<\/span>
Offer a personalized <\/span>response in a one-to-one communication situation<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Website\/Blog<\/strong><\/p>\n<\/td>\n

\n

Get information to many people at once<\/span>
Communication can be archived and used as reference<\/span>
Visuals can enhance the meaning of text<\/span>.<\/span><\/p>\n<\/td>\n

\n

Possibility for misinterpretation<\/span>.<\/span>
Message can be ignored<\/span>.<\/span>
Needs to be crafted carefully to retain attention and provide the intended message<\/span>.<\/span>
Technology glitches<\/span>.<\/span><\/p>\n<\/td>\n

\n

Teach a concept or process<\/span>.<\/span>
Provide a group or organization\u2019s background, mission<\/span>.<\/span>
Offer opportunities for asynchronous interaction, e.g., ask questions, request information or support<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Email<\/strong><\/p>\n<\/td>\n

\n

Get information to many people at once<\/span>.<\/span>
Immediacy \u2013 can be sent and received quickly and responded to quickly<\/span>.<\/span>
Communication can be archived and used as reference<\/span>.<\/span>
Low-tech, easy to use<\/span>.<\/span><\/p>\n<\/td>\n

\n

Not secure \u2013 can be forwarded to unintended audiences<\/span>.<\/span>
Possibility for misinterpretation<\/span>.<\/span>
More difficult to create specific tones<\/span>.<\/span>
Message can be ignored, especially if email is plentiful within the group\/organization<\/span>.<\/span><\/p>\n<\/td>\n

\n

Provide routine information \u2013 announcements, meeting reminders<\/span>.<\/span>
Follow-up to solidify information after a meeting or training<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Written documents: reports, proposals, <\/strong>memos, correspondence<\/strong><\/p>\n<\/td>\n

\n

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

\n

Possibility for misinterpretation<\/span>.<\/span>
More difficult to create specific <\/span>tones<\/span>.<\/span>
Message can be ignored<\/span>.<\/span>
Needs to be crafted carefully to retain attention and provide the intended message<\/span>.<\/span>
Feedback is not immediate<\/span>.<\/span><\/p>\n<\/td>\n

\n

Record the business of the group or organization<\/span>.<\/span>
Formal communication both within and outside of the organization<\/span>.<\/span><\/p>\n<\/td>\n<\/tr>\n

<\/td>\n<\/td>\n<\/td>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

T<\/span>his <\/span>section <\/span>is adapted<\/span> from<\/span> Communication Channel in <\/span>Professional Communications<\/a> by J.R. Dingwall, Chuck Labrie, Trecia McLennon, and Laura Underwood. Copyright \u00a9 by Olds College<\/span> licensed under a <\/span>Creative Commons Attribution 4.0 International License<\/span><\/a>, except where otherwise noted. <\/span><\/p>\n

The table<\/span> Benefits and Concerns Related to Media Use<\/span> is derived from <\/span>Medium<\/span><\/a> in <\/span>\u00a0<\/span>Communication for Professionals | Simple Book Publishing<\/span><\/a><\/em> by Susan Oaks licensed <\/span>under <\/span>CC BY-NC: Attribution-NonCommercial<\/a>.<\/span><\/p>\n<\/div>\n","protected":false},"author":1,"menu_order":7,"template":"","meta":{"pb_show_title":"","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[],"contributor":[],"license":[],"class_list":["post-51","chapter","type-chapter","status-publish","hentry"],"part":37,"_links":{"self":[{"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/pressbooks\/v2\/chapters\/51","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":1,"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/pressbooks\/v2\/chapters\/51\/revisions"}],"predecessor-version":[{"id":52,"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/pressbooks\/v2\/chapters\/51\/revisions\/52"}],"part":[{"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/pressbooks\/v2\/parts\/37"}],"metadata":[{"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/pressbooks\/v2\/chapters\/51\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/wp\/v2\/media?parent=51"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/pressbooks\/v2\/chapter-type?post=51"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/wp\/v2\/contributor?post=51"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/libraryresources.nse.org.ng\/professionalandtechnicalcommunication\/wp-json\/wp\/v2\/license?post=51"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}