Email, meeting or face to face: choosing the right channel
Why do some email announcements cause misunderstandings? A classic theory offers a lens.
The theory
Richard Daft and Robert Lengel (1986, Management Science) propose matching channel richness to message ambiguity: face to face for equivocal messages, writing for factual ones.
Known limits
Later empirical tests are mixed: channel habit, relationships and team culture strongly shape choices and effects.
The nuance
A good starting point for sensitive messages, not a mechanical rule. (our executive and employee training programmes)
The limit of common practice
Announcing people-affecting change by email and answering questions in writing.
A practical check in Bern
For the next sensitive announcement, give a short oral briefing followed by a written summary; count clarification questions that week versus a previous announcement. To go further: explore the Communication training in Bern, or browse our executive and employee training programmes in Switzerland.
In pictures: Communication in Bern
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