Beginner level · Module 3: Workplace Communication Channels · Lesson 1 of 3
Choosing the Right Channel
Match each message to the channel that suits its urgency, formality and audience.
In this lesson you will
- Compare communication channels
- Write a channel guide
Key concepts
emailinstant messagingphonenotice boards
The lesson
Email suits formal, detailed or recorded communication; instant messaging suits quick coordination; phone or face to face suits urgent or sensitive matters; notice boards reach everyone, including staff without email.
Decisions agreed in chat or by phone should be confirmed by email so there is a record.
A channel guide tells staff which channel to use for what and when to expect a reply.
Step by step
- List common office messages.
- Match each to a channel.
- Set expected response times.
- Draft the channel guide.
Practice activity
Write the office's one-page channel guide.
Expected result: A practical guide that fits the office's tools.
Check your understanding
-
Which channel suits a sensitive personal matter?
Show answer
Phone or face to face.
-
Why confirm chat decisions by email?
Show answer
To create a record.
Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.