A. Compare and contrast spoken versus written communication in terms of richness, control, and constraints.

B. Describe three communication channels not listed in Table 7.1 and their strengths and weaknesses in terms of richness, control, and constraints.

C. What strategies can you use to ensure ease of reading in your emails and other digital communications?

D. What strategies can you use to show respect for the time of others?

E. Explain the neutrality effect and negativity effect in digital communications. What do they imply for how you write digital messages?

F. What strategies can you use to avoid email overload and, as a result, increase your productivity?

G. Explain the following components of constructively responding to uncivil digital messages: reinterpretation, relaxation, and defusing.

H. What strategies do you think are most important for effective texting in the workplace?

I. What are some strategies you can use to make better phone calls in the workplace?

Table 7.1

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Richness, Control, and Constraints of Various Communication Channels Red indicates a major limitation. Green indicates a major strength. Communication Channel Richness Immediacy + Cues Control Planning + Permanence Constraints Coordination + Resources When to Use Written messages Low High Low Spoken communication High X Low Low to High Ideal for asynchronous communication, matters that require documentation, and messages that need to be crafted with a lot of thought and precision. Ideal for matters that require rapport-building, discussion, brainstorming, clarification, and immediate feedback. Preferred for sensitive and emotion-packed situations. Asynchronous Communication Channels Email Low High Low Low to Medium For one-to-one or one-to-many business messages. Email is the dominant communication tool for private, written business messages. For short, one-to-one, one-to-many, and many-to-many messages. Ideal for quick announcements and scheduling. Not well suited for important or complex business messages. For team and networked communication. Facilitates a one-stop work space containing project and meeting information, shared files, and communication platforms (see Chapter 8). Messaging X Low to Medium Low (including texting)* High Social media X Low to High Medium to High