Within the next year, Sundown expanded from its original location, adding two new shops as well as two kiosks in local malls. Carol and Bruce hired a new operations manager, Hans Mikelson, who had formerly been regional manager of a national chain of coffee shops. Mikelson had plenty of new ideas about how to operate an expanding business: He had a website created, added an extensive range of drinks and meal items to the menu, and instituted two dress codes-one for all counter help and another for kitchen employees. He also put together an employee manual to save time orienting new employees. All of these changes were announced by memos from Mikelson, which were distributed to employees by the store managers.

The expanding size of Sundown led to a change in the company. The family feeling that was strong when Sundown was a small operation was less noticeable. The new employees barely knew Bruce and Carol, and as a result, there was less give-and-take of ideas between the owners and workers.

Mikelson's memos on the dress code and the employee manual created a crisis. Old-time employees were furious about receiving orders from "the bureaucrats," as management came to be called. Bruce and Carol recognized the problem and wanted to keep the lines of communication open, but they weren't sure how to do so. "I'm just a baker," Bruce confessed in exasperation. "I don't know how to run a big company."

Another set of challenges grew out of the changing character of the employees. In the original location alone, Sundown now employed workers from seven different countries. Jos, who was born in Brazil, confessed to Bruce that he felt uncomfortable being managed by Carol. "It's nothing personal," he said, "but where I come from, a man doesn't take orders from a woman." The Sundown employee profile was different in other ways. Two of the assistant bakers were openly gay; one of the sales clerks got around by wheelchair.

Carol, Bruce, and Hans know that good products alone aren't enough to guarantee the continuing success of Sundown Bakeries. They need to improve the quality of communication among the growing team who make and sell their products.

Which form of communication is likely to be most curtailed by the fact that the new employees barely know Bruce and Carol?

Based on channel characteristics, which of the following channels would be the best choice for Mikelson to use with his disgruntled employees while he works to calm their discord?

Multiple Choice

A. e-mail

B. instant messaging

C. face-to-face

D. voice mail