All channels are not created equal

- Do you follow up on a task by email, text and phone? Do you ask people if they've received your previous email message with another email? Having multiple communication channels makes communicating easier but using the wrong channel at the wrong time may have consequences on trust including branding you as unsophisticated or lacking empathy. It's important to create norms on when to use different communication mediums and why. I was recently brought in to assess a team's digital communications. The divisional leader wanted to know why he was dealing with so much disfunction, missed deadlines, ignored emails, reports of uncomfortable chat room conversations and even passive aggressive behaviors among peers. What I discovered was that the team was using collaboration tools in all the wrong ways. Skype Messenger had become an easy way to avoid necessary face to face collaboration. Team members were sharing the same messages and documents in multiple collaboration tools making it hard to know where to go to for what. Many employees were commenting on tasks to colleagues using 10 word Slack messages without fully explaining if the message was an opinion or an action request. Yikes, this team was in bad shape. To choose the right channel for your communications I want you to consider four key factors, length, complexity, familiarity and discipline. First, length is the easiest variable to manage. Quite simply if you have a long update, lean into a medium like email and stay away from channels like instant messaging. Do you have a short FYI, a team status update, or a detailed brief prior to a board meeting? Choose the right channel for the length of your message. Number two, complexity. Now, complexity is a little less straight forward. Sensitive information is usually harder to share easily. The rule of thumb is bigger, broader ideas require more flexibility. So, if you're making a complex argument, it's often best to select a medium such as phone or a face to face meeting or a PowerPoint presentation or blogging that allows for greater trust building and supporting elements like photos, videos and quick feedback. Number three, familiarity. Now, familiarity refers to not only a relationship with the recipient but also the contents of our updates. If we have a close relationship with someone then reaching out with a text on our personal smart phone may be a welcome trusted disruption. If the content of the message itself is personal or confidential make sure you send a direct private message as opposed to using a public channel or copying others on your message. And number four, discipline. Now, discipline is the final consideration when matching a message with a medium. Don't use multiple channels as a matter to send the same message. No one wants to receive a phone call, three texts and an email with the same request. Use discipline and err on the side of being conservative in what you write. And above all, develop habits that illustrate empathy for others including a healthy respect for the other person's time and regard for their privacy. With all of these in mind make sure your message, both the length and the topic, is suitable for the channel you choose. Don't send the same message to the same person over multiple channels. And at the end of the day, creating norms and a clear channel etiquette on your team will remove communication barriers so that you and your team can get your work done.