Everyday collaboration in the workforce requires constant communication. Some use the Business phone system; others prioritize emails for short briefings. A few even share Google Docs or the confluence pages with restricted access.
As it seems, there are multiple channels to facilitate communication in the workplace. And it is not just the arrangement between employees but between employees and customers. Surprisingly, management officials are now embedding call center software across the entire infrastructure to boost interaction with customers and fuel productivity.
But are you aware of which of these channels would be worth investing in? Will emails replace your office phone system, or, whether the onset of technology-laden channels, revamp the entire scenario? Either be the case, it is vital to be fully aware of the different communication routes and determine which would be best in terms of efficiency.
Also, an efficient channel would eliminate the obstructions caused owing to a siloed communication channel. This is the reason why we have crafted this article. Here, we will help you identify the common avenues of communication.
4 Different Channels of Workplace Communication
Communication Via Emails
Long gone are the days when employees picked up their office phone system to dial an extension and communicate with their peers. Though a few organizations might follow the age-old method, these trends are quickly being replaced by a comprehensive communication channel, emails.
Suited For:
- Situations when employees need to share documents or important files and folders
- When the information to be shared is short, crisp, yet confidential, sharing it via email is the best way
Also, emails help employees keep track of the conversation and revisit the same, as and when needed.
When to Avoid: In case, the message to be shared is quite long, and chances are that the email would become lengthy, it is best to search for an alternative.
Communication via Direct Chat
Imagine there is this colleague who is miles away or on a different desk, on a different floor; the best way to communicate here is to send a direct message. It could be personal or professional. Though a direct call using the business phone system would also serve a similar purpose, you seek a quick reply there. Quite the contrary, a direct chat allows one party to type the message and leave the window. The one at another end can send a response at a time suitable to him/her.
Suited For:
- When the communication is to be done with a single person, and the matter lacks urgency, a one-to-one chat with the peer is ideal
In a way, direct or one-to-one chats are pretty quick and done with more personalization.
When to Avoid: In case, you need to have the same conversation with two or more people, sending direct chats to all is both time-consuming and energy-draining.
Communication via Group chats
The problem that you faced above will be resolved here. The channel ensures faster decisions, with everyone in the team being notified about the same.
Suited For:
- Situations, where there is more than one communicating party, group chats, or a single broadcast, does the work for you
When to Avoid: If the message is meant and essential for a single person, a group chat doesn’t do good.
Communication via An In-Person chat or Video Calls
In case of emotional, sensitive, or confidential information, you cannot rely on messages or emails. The best thing to do here is enter into direct communication, and by direct, we mean that face to face communication or a video call. While sharing information over the web, you might miss some information, but not when you are into face-to-face communication. There are different tools that facilitate video calls, and are an excellent medium of interaction, giving a personal touch.
Suited For:
- When the information to be shared holds significant data, one that cannot be leaked or misplaced, video calls are the best way to communicate
When to Avoid: In case, the two involved in the communication are from different locations, traveling to a place just to share information isn’t economical. It is advised that a different channel be used for communication here.
The Final Word
It won’t be wrong to state that communication is the key to a productive workforce. In such a scenario, embedding needed changes & advanced tools is the only way to remain at par with the industrial trends for your business. So, whether you have a small 50-employee company or a big enterprise, do employ the right tools of communication in order to enhance the overall experience.
Also, using an efficient Call Center Software for employee-customer communication is a good idea. It ensures that the siloed channels used for in-house communication don’t be the reason for poor organizational performance.
