Methods of communication
Methods of Communication
Effective communication is the means by which organisations coordinate activity, share information, build relationships and implement strategy. Poor communication is one of the most consistently cited causes of operational failure, employee disengagement and customer dissatisfaction.
Formal and Informal Communication
Formal communication flows through official organisational channels — documented, hierarchical, planned. Examples: board minutes, performance appraisal records, contracts, official policy announcements. It creates a permanent record and provides legal and governance accountability. Informal communication flows outside official channels — spontaneous, undocumented, often faster. The workplace grapevine is the most familiar example. Informal communication builds relationships and often surfaces problems faster than formal channels, but can spread inaccurate information and bypass governance safeguards.
Communication Methods by Medium
| Medium | Methods | Advantages | Limitations |
|---|---|---|---|
| Verbal (spoken) | Face-to-face meetings, telephone, video conferences, briefings | Immediate feedback; allows tone and emotion; enables clarification; builds relationships | No permanent record; easily misremembered; requires shared location or technology |
| Written | Email, letters, reports, memos, text messages | Permanent record; can be reviewed and forwarded; precision; legally significant | No immediate feedback; tone can be misread; risk of information overload |
| Visual | Diagrams, charts, infographics, signage, video | Conveys data and processes clearly; accessible across language barriers; memorable | May require interpretation; not suitable for sensitive or nuanced messages |
| Digital | Instant messaging (Teams, Slack), intranets, project management platforms | Fast; accessible remotely; supports hybrid working; searchable record | Can blur work-life boundaries; tone ambiguity; security considerations; information overload |
Choosing the Right Method
Choice depends on: urgency (immediate phone call vs formal report); sensitivity (face-to-face for difficult conversations rather than email); complexity (written with visual support for multi-step instructions); audience (language, technical level, accessibility); need for a record (written for contractual matters); and cost.
At Meridian Logistics, shift safety briefings are delivered verbally (immediate, allows questions) and recorded in the shift log (written record for compliance). Client service reports are produced monthly in written form with visual data dashboards. At Calloway and Reed, significant client updates default to face-to-face or video call — the relationship dimension of consulting makes personal communication commercially essential.