E-mail and the Basic Communication Model Tracey Miller COMM/470 January 12, 2010 Steve Trask As noted in Appendix A-A basic communication model, “the basic communications model is the starting point for analyzing the communications process in terms of the intent of the sender, the needs of the receiver, and the elements of the communications environment” (University of Phoenix, 2009, para. 1). In today’s business one of the most common and widely used forms of communication is e-mail.
E-mail sent in a business environment requires a professional vocabulary and tone that is not normally used in personal e-mails yet it still needs to be conversational. According to Nancy Flynn, director of the ePolicy Institute and author of Writing Effective E-mail and E-mail Rules, “the average office worker spends 49 minutes managing e-mail daily, while upper level managers spend up to four hours a day on email” (Mardesich, 2010, guides, para. 3).
With so much time spent managing the receipt and sending of e-mails in business it is important that employees understand the basic communication model. Understanding this process when sending e-mails allows employees to communicate more effectively as well as know when to use e-mail, and when another form of communication would be more effective. Any form of communication follows the same basic communication model. E-mail is just a faster and more efficient form of communication. Following is an analysis of three business e-mails using the components of the basic communication process.
The following email (personal communication, December 23, 2009) was sent from the customer service department to the Orlando location employees on December 23, 2009 and is a good example of poor email communication. [pic] The purpose of the email was to reiterate again that we need to use a different freight company when shipping inbound material from states not listed. Although it is important that we all are aware of when and who to use to bring in material this e-mail did nothing but cause irritation and reduce moral among the employees who received this communication.
As one can see from the email there was “noise” in this email that negatively affected how other employees interpreted this message. The color alone can be interpreted as angry and hostile, not to mention that the e-mail was sent with the majority of the words in caps, usually an indication that the sender is yelling. The sender also singled out one employee in a negative way. This is not acceptable in a business environment and did nothing to reinforce his point of not using this freight company.
The sender would have been far more affective in his e-mail if he simply had reiterated what was going on with this particular freight company and listed again the states that we can ship from. Another point that he could have included would have been to list alternate carriers that we could use when shipping from other states. The next e-mail (personal communication, December 23, 2009) that was sent was copied to the entire company and sent from our logistics director. This was a forwarded e-mail from one the manufacturers that we import from.
The message contains a PDF attachment of materials that are being discontinued by this manufacturer. On the surface this appears to be a simple and concise e-mail with pertinent information for all employees however the list provided is material that is only distributed out of our Atlanta location. Employees in the Savannah and Orlando locations have never distributed this material and have no idea what it even looks like. With the inordinate amount of e-mails that employees receive on any given day there was no need for her to send this e-mail out to everyone in the company.
It had the reverse affect of speeding up the flow of information because it was a useless piece of information. Sending this to employees who do not need such information also creates a slow down in productivity because some employees did not realize immediately that this is a material that we do not carry so they spent unnecessary time and energy researching the material only to discover that it does not even exist in our system. [pic] The last email (personal communication, December 23, 2009), shown below, is an email sent to me from one of our outside sales representatives.
While calling on dealers, she realized that she needed literature that explained in more detail the difference between stone, tile, and porcelain. She did not need the information immediately, she just needed to know if it existed and where she could obtain copies when she came back into the office. With the ability to send and receive emails via her phone she was able to send me an email from anywhere she was able to receive a signal. Because she did not need this information immediately sending me an e-mail was far more convenient than calling me on the phone.
It also allowed me to respond to her via email (personal communication, December 23, 2009), the second screen shown below, as my time allowed and she has a record of the communication that she can refer to it as needed. She also has the ability to flag the message allowing for more rapid reference in the future. Email message received [pic] Reply to above e-mail message [pic] Looking over my reply the only thing that I would add is the location of this notebook so that if I am not in when she comes back to the office she would be able to Locate easily the information she needs.
The communication process whether face to face or via e-mail is the same however E-mail is a faster and more convenient method of communication. In an office environment moving through the communication process should reduce the time it takes to communicate as compared to other forms of communication and increase productivity because it reduces the time that would normally be spent in face to face meetings or telephone calls.
Understanding the communication process will allow employees to communicate more effectively via email as well as know when to use this form of communication, and when another form, such as face to face would be more effective. References University of Phoenix. (2009). A basic communication model. Retrieved from University of Phoenix, COMM/470- Communicating in the Virtual Workplace website. Mardesich, J. (2010). How to use email to improve customer service. Inctechnology. com. Retrieved from http://www. inc. com/guides/cust_email/20909. html