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CM1240 What you will learn: In this lecture students will be presented with and discuss… Audience Factors for channel selection Available Channels Written Oral Profiling Audience Help decide how to shape the message Appropriate language Technical terms Informal usage, etc. Help you decide on the best channel Help you decide upon tone and style Formal Informal Help you determine the type of response Neutral Positive Negative Help you determine if there is a secondary audience Technical Language – lots of area specific technical terms Semi-Technical Language – some general area technical terms Non-Technical Language –for someone unfamiliar with the area Factors Determining Channel Selection n Importance of message n Amount and speed of feedback required n Necessity of a permanent record n Cost of the channel n Degree of formality required n Best practices in your company Channels of Communication (Written) E-Mail Instant Messaging Fax To deliver routine or urgent messages across a town, a country, time zones or borders and within organizations To have a brief conversation with a trusted colleague or customer at a distance To send a written record across time zones Channels of Communication (Written) Memo To send a written record to explain policies etc. It is used within a company. Letter Report or Proposal To have a written record of correspondence with external (sometimes internal) people To deliver a large amount of information Channels of Communication (Spoken) Telephone Call To deliver or gather information quickly Voice Mail Message Face-to-face To leave routine information where time is not important To persuade, deliver bad news or share information Channels of Communication (Spoken) Face- to- face Group Meeting Video or teleconference To obtain group decisions and consensus To obtain group decision when members are in different geographic places Determine Channel Selection What channel is best to announce decreased benefits coverage for 250 employees? E-mail or memo (Memo is more official and provides a permanent document) What channel is best for a sales message promoting a new product to customers? SMS, Web page