No matter how much we use different communication channels, from time to time, we often catch ourselves trying to decide which channel to use for a particular business or personal purposes. <\/p>\n\n\n\n
To help you pick the right communication channel in every situation, we will: <\/p>\n\n\n\n
- \n
- Clarify the definition of channels of communication in business,<\/strong><\/li>\n\n\n\n
- Describe the main types of communication channels<\/strong>,<\/li>\n\n\n\n
- Explain the difference between formal and informal communication channels<\/strong>, <\/li>\n\n\n\n
- Analyze the difference between official and unofficial communication channels<\/strong>, and<\/li>\n\n\n\n
- Cover the best communication tools<\/strong>. <\/li>\n<\/ul>\n\n\n\n
Let\u2019s dive in! <\/p>\n\n\n
\n![\"Communication](\"https:\/\/pumble.com\/learn\/wp-content\/uploads\/2021\/03\/Communication-Channels-in-Business_-Definition-and-11-Examples-cover.png\")
<\/figure>\n<\/div>\n\n\n- \n
- Communication channels are means of communication we use to get our messages across.<\/li>\n\n\n\n
- We use communication channels for internal business communication<\/strong> \u2014 communication with people from our organization \u2014 and external communication<\/strong> \u2014 interaction with people outside our organization. <\/li>\n\n\n\n
- Communication channels might be used for formal and informal communication. <\/li>\n\n\n\n
- The main types of communication channels are face-to-face communication, video conferencing, audio and phone calls, instant messaging, emails, etc. <\/li>\n\n\n\n
- If you want to find an all-encompassing tool for communication \u2014 so you can utilize multiple communication channels \u2014 it is best to choose a dedicated team communication app as the primary communication channel for your business.<\/li>\n<\/ul>\n\n\n\n
What is a communication channel?<\/h2>\n\n\n\n
Communication channels are systems or methods you can use to communicate with colleagues or other professionals. <\/strong><\/p>\n\n\n\n
Communication channels can be: <\/p>\n\n\n\n
- \n
- Face-to-face communication, <\/li>\n\n\n\n
- Emails, <\/li>\n\n\n\n
- Phones, <\/li>\n\n\n\n
- VoIP technology, <\/li>\n\n\n\n
- Video conferencing tools, <\/li>\n\n\n\n
- Project management tools, <\/li>\n\n\n\n
- Communication software, etc. <\/li>\n<\/ul>\n\n\n\n
So, channels in communication are simply the means of communication we use to get our message across.<\/strong> <\/p>\n\n\n\n
The communication channel you use depends on the type of communication you will have \u2014 internal<\/strong> or external<\/strong>. <\/p>\n\n\n\n
Internal communication<\/strong> is communication with people from your organization, i.e. your colleagues. <\/p>\n\n\n\n
For example, every message you send or receive from your colleagues during your workday via the company\u2019s team communication app would be considered internal communication. <\/p>\n\n\n\n
On the other hand, external communication<\/strong> means communication with people outside your company \u2014 clients, investors, business partners, etc. <\/p>\n\n\n\n
Hence, every sales email<\/a> you send to potential clients or investors represents external communication. <\/p>\n\n\n\n
\n
\n\nFree team communication app<\/h2>\n
Improve collaboration and cut down on emails by moving your team communication to Pumble.<\/p>\n\n
\n Sign up<\/a>\n\n <\/div>\n <\/div>\n\n\n\n \n ![\"Illustration\"](\"https:\/\/pumble.com\/learn\/wp-content\/themes\/cake-learn\/src\/images\/pumble\/banners\/default.png\")
\n <\/picture>\n <\/div>\n<\/div>\n <\/p>\n\n\n\nTypes of communication channels<\/h2>\n\n\n\n
Now that you know what communication channels are, it is important to know that there are a few types of them. <\/p>\n\n\n\n
In a broad sense, we can divide communication channels into:<\/p>\n\n\n\n
- \n
- Formal<\/strong> and informal<\/strong> communication channels and <\/li>\n\n\n\n
- Official<\/strong> and unofficial<\/strong> communication channels.<\/li>\n<\/ul>\n\n\n\n
Let\u2019s learn more about each of these. <\/p>\n\n\n\n
Formal channels of communication<\/h3>\n\n\n\n
Formal communication channels are used for exchanging official company information<\/strong>, such as: <\/p>\n\n\n\n
- \n
- Company strategies, <\/li>\n\n\n\n
- Goals, <\/li>\n\n\n\n
- Policies, <\/li>\n\n\n\n
- Agreements, or <\/li>\n\n\n\n
- Feedback. <\/li>\n<\/ul>\n\n\n\n
So, <\/strong>formal communication<\/strong><\/a> channels are also used for company-wide communication between employees and their superiors or colleagues<\/strong>, on topics strictly related to business. <\/p>\n\n\n\n
For example, you can use a public channel called #general<\/em> within a team communication app, such as Pumble<\/a> by CAKE.com<\/a>, to announce all-hands meetings<\/a>, share new company strategies, or announce news, like in the example below. <\/p>\n\n\n
\n![\"An](\"https:\/\/pumble.com\/learn\/wp-content\/uploads\/2021\/03\/1-An-example-of-using-the-General-channel-min.png\")
An example of using the \u201cGeneral\u201d channel to announce a promotion in Pumble, a team communication app<\/figcaption><\/figure>\n<\/div>\n\n\n Communicate with your team effectively over Pumble<\/a><\/p>\n\n\n\n
Informal channels of communication<\/h3>\n\n\n\n
Informal communication channels are most commonly used for informal conversations, which are usually not related to business.<\/strong><\/p>\n\n\n\n
For example, a quick video call<\/a> during the lunch break to discuss the recent episodes of your favorite TV show is a perfect example of an informal channel of communication. <\/p>\n\n\n
\n![\"Talking](\"https:\/\/pumble.com\/learn\/wp-content\/uploads\/2021\/03\/2-Talking-to-your-coworkers-min.png\")
Talking to your coworkers about various informal topics has never been easier, thanks to the Pumble video call feature\n<\/figcaption><\/figure>\n<\/div>\n\n\n Host productive video calls in Pumble<\/a><\/p>\n\n\n\n
The channels used for formal and informal communication may also be regarded as official or unofficial with a company. <\/p>\n\n\n\n
Let\u2019s review why. <\/p>\n\n\n\n
Official channels of communication<\/h3>\n\n\n\n
Official channels of communication are the hardware and software solutions determined for communication by official company policies.<\/strong><\/p>\n\n\n\n
For example, a software development<\/a> company can use a team communication app to handle most, if not all, communication among teammates.<\/p>\n\n\n
\n![\"Using](\"https:\/\/pumble.com\/learn\/wp-content\/uploads\/2021\/03\/3-Using-an-official-communication-channel-min.png\")
Using an official communication channel in Pumble, a team communication app\n<\/figcaption><\/figure>\n<\/div>\n\n\n \n
\n\nImprove work communication<\/h2>\n
Strengthen your business communication and collaboration with Pumble by CAKE.com.<\/p>\n\n
\n See features<\/a>\n\n Join Pumble<\/a>\n <\/div>\n <\/div>\n\n\n\n \n ![\"Illustration\"](\"https:\/\/pumble.com\/learn\/wp-content\/themes\/cake-learn\/src\/images\/pumble\/banners\/features.png\")
\n <\/picture>\n <\/div>\n<\/div>\n <\/p>\n\n\n\nUnofficial communication channels<\/h3>\n\n\n\n
Unofficial communication channels are usually not determined by official company policy for everyday use. However, they may accompany official communication channels. <\/strong><\/p>\n\n\n\n
For example, team members might want to use their mobile phones for quick emergency calls, although their company doesn\u2019t use these as official communication solutions.<\/p>\n\n\n\n
The official and unofficial communication channels in an organization can be used for both formal and informal communication.<\/p>\n\n\n\n
Now that we\u2019ve explained the differences between formal and informal communication channels on the one hand, and official and unofficial communication channels on the other hand, let\u2019s see what specific channels of communication fall under these categories.<\/p>\n\n\n\n
What are the main types of communication channels? <\/h2>\n\n\n\n
The main types of communication channels are: <\/p>\n\n\n\n
- \n
- Face-to-face communication, <\/strong><\/li>\n\n\n\n
- Video conferencing, <\/strong><\/li>\n\n\n\n
- Audio and phone calls, <\/strong><\/li>\n\n\n\n
- Instant messaging, <\/strong><\/li>\n\n\n\n
- Emails, etc. <\/strong><\/li>\n<\/ul>\n\n\n\n
Communication channels can be divided into 4 groups, depending on the way they work: <\/p>\n\n\n\n
- \n
- Traditional solutions <\/strong>\u2014 face-to-face meetings and communication, emails, and phones.<\/li>\n\n\n\n
- Internal variants of popular public systems<\/strong> \u2014 intranets, internal blogs, internal podcasts, and internal social media systems.<\/li>\n\n\n\n
- Specialized solutions<\/strong> \u2014 VoIP technology, video conferencing tools, company wikis, employee feedback systems, project management tools, and document sharing systems.<\/li>\n\n\n\n
- All-encompassing modern solutions<\/strong> \u2014 team communication apps.<\/li>\n<\/ol>\n\n\n\n
Now, let\u2019s see what each of these main communication channels has to offer. <\/p>\n\n\n\n
11 communication channel examples<\/h2>\n\n\n\n
Here\u2019s what you need to know about the 11 most popular communication channels. <\/p>\n\n\n\n
#1 Face-to-face communication<\/h3>\n\n\n\n
Face-to-face communication involves interactions that occur without any mediating technology. <\/strong><\/p>\n\n\n\n
Such communication may be planned or unplanned.<\/p>\n\n\n\n
It can occur between 2 or more people anywhere in the business setting where one might get an opportunity to interact with others. <\/p>\n\n\n\n
The main pros of face-to-face communication<\/strong> are: <\/p>\n\n\n\n
- \n
- Improved professional relationships,<\/li>\n\n\n\n
- Improved body language reading and understanding, and <\/li>\n\n\n\n
- Reduced ambiguity. <\/li>\n<\/ul>\n\n\n\n
On the other hand, there are some cons of face-to-face communication<\/strong>, such as: <\/p>\n\n\n\n
- \n
- Logistical problems (if you and your colleagues work from home, it might be difficult to assemble all your colleagues in one place), and<\/li>\n\n\n\n
- Swerving off a topic. <\/li>\n<\/ul>\n\n\n\n
Overall, face-to-face communication is best for<\/strong>:<\/p>\n\n\n\n
- \n
- Informal communication, <\/li>\n\n\n\n
- Brainstorming sessions, and <\/li>\n\n\n\n
- Providing instant feedback<\/a>. <\/li>\n<\/ul>\n\n\n\n
Naturally, these activities include a lot of body language and nonverbal cues, and often need some additional explanations.<\/p>\n\n\n\n
For example, you may understand your employee\u2019s ideas better when you interact in person because it might be easier for them to express their opinion by talking to you face-to-face. <\/p>\n\n\n\n
#2 Phone calls<\/h3>\n\n\n\n
A phone is an electronic device we are all familiar with, used for communication with other people via voice calls. <\/strong><\/p>\n\n\n\n
According to the Pew Research Center survey about mobile phones<\/a>, 91% of Americans have a smartphone and 98% of them have at least a cell phone. <\/p>\n\n\n\n
Therefore, it is no wonder we use phone calls at work to quickly resolve any misunderstandings or share some news with our colleagues. <\/p>\n\n\n\n
The main pros of phone calls<\/strong> are: <\/p>\n\n\n\n
- \n
- Efficiency and efficacy, <\/li>\n\n\n\n
- Option to add a personal touch, <\/li>\n\n\n\n
- Increased credibility and trust between the speakers (phone calls make both speakers equal), and<\/li>\n\n\n\n
- Reduced miscommunication<\/a>. <\/li>\n<\/ul>\n\n\n\n
Phone calls have their cons<\/strong>, as well: <\/p>\n\n\n\n
- \n
- No nonverbal cues, <\/li>\n\n\n\n
- No visual communication<\/a>, <\/li>\n\n\n\n
- Poor work-life balance (if calls outside your work hours are frequent), and\u00a0<\/li>\n\n\n\n
- Off-topic conversations. <\/li>\n<\/ul>\n\n\n\n
In the business environment, phone calls are best for<\/strong> a quick check-in with a colleague or providing and getting instant feedback. <\/p>\n\n\n\n
However, we recommend calling only colleagues you know well, since calling those you are not too familiar with might be awkward. <\/p>\n\n\n\n
#3 Video conferencing<\/h3>\n\n\n\n
Video conferencing enables audio and video meetings between employees working in remote or hybrid teams. <\/strong><\/p>\n\n\n\n
The equipment people use for video conferencing includes: <\/p>\n\n\n\n
- \n
- A team chat app<\/a> with a video conferencing feature,<\/li>\n\n\n\n
- Their laptops\/PC or a mobile phone, <\/li>\n\n\n\n
- An external camera (in case the desktop monitor they are using does not have a built-in camera), <\/li>\n\n\n\n
- Headphones, and<\/li>\n\n\n\n
- A microphone (in case the headphones they are using don\u2019t have a built-in microphone). <\/li>\n<\/ul>\n\n\n
\n![\"Pumble](\"https:\/\/pumble.com\/learn\/wp-content\/uploads\/2021\/03\/4-Meeting-recordings-min.png\")
Pumble video conferencing\n<\/figcaption><\/figure>\n<\/div>\n\n\n <\/div>\n\n\n\n\n
\n\nCollaborate in real time<\/h2>\n
Simplify your work with Pumble \u2014 the all-in-one communication app.<\/p>\n\n
\n Sign up<\/a>\n\n Explore<\/a>\n <\/div>\n <\/div>\n\n\n\n \n ![\"Illustration\"](\"https:\/\/pumble.com\/learn\/wp-content\/themes\/cake-learn\/src\/images\/pumble\/banners\/landing-3.png\")
\n <\/picture>\n <\/div>\n<\/div>\n <\/p>\n\n\n\nThere are many pros of video conferencing<\/strong>, but we will mention just the main ones, such as: <\/p>\n\n\n\n
- \n
- A quick and easy replacement for face-to-face communication, <\/li>\n\n\n\n
- The opportunity to read others\u2019 nonverbal cues, and<\/li>\n\n\n\n
- The option to chat, share your screen<\/a>, and add attachments while being on a video call. <\/li>\n<\/ul>\n\n\n\n
Although video calls seem like the perfect channel of communication, a serious disadvantage <\/strong>may appear from time to time \u2014 potential problems with equipment or connectivity.<\/p>\n\n\n\n
From our experience, video conferencing is best when<\/strong> you have to: <\/p>\n\n\n\n
- \n
- Run internal company meetings (especially if you work remotely), <\/li>\n\n\n\n
- Conduct job interviews<\/a>, <\/li>\n\n\n\n
- Perform employee onboarding<\/a> and training, and <\/li>\n\n\n\n
- Attend conference calls with third parties<\/a>.<\/li>\n<\/ul>\n\n\n\n
#4 Audio conferencing<\/h3>\n\n\n\n
The audio conferencing option in team communication apps enables 2 or more people from different locations to participate in an audio call. <\/strong><\/p>\n\n\n\n
Audio calls are not the same as phone calls \u2014 the main difference between the two is that for regular phone calls, you only need a cell phone and another person\u2019s phone number, while for audio calls<\/a>, you need a communication app and internet connection. <\/p>\n\n\n\n
Just like video conferencing has become a vital addition to business communication tools, audio conferencing has also found its place in our everyday professional lives. <\/p>\n\n\n\n
Thanks to audio conferencing, we can: <\/p>\n\n\n\n
- \n
- Talk to someone for free (as long as we have a stable internet connection), <\/li>\n\n\n\n
- Talk without safety concerns (most team chat apps have bit encryption), and <\/li>\n\n\n\n
- Quickly resolve any issues that might arise. <\/li>\n<\/ul>\n\n\n\n
On the other hand, some cons of audio conferencing<\/strong> are: <\/p>\n\n\n\n
- \n
- Lack of opportunity to observe and understand the body language of participants<\/a>, and<\/li>\n\n\n\n
- Reduced focus as a result of missing a visual image of others on the call. <\/li>\n<\/ul>\n\n\n\n
Overall, audio calls are best when<\/strong> we need a quick explanation or information, or when we want to call a colleague we don\u2019t know too well. <\/p>\n\n\n\n
So, a simple message such as \u201cCan we schedule an audio call via Pumble?\u201d<\/em> is a professional way to ask for a call without asking for one\u2019s mobile phone number. <\/p>\n\n\n\n
#5 Instant messaging <\/h3>\n\n\n\n
Instant messaging enables 2 or more users to exchange messages via messaging software or apps. <\/strong><\/p>\n\n\n\n
The only precondition for instant messaging is that the users use the same app \u2014 or have each other\u2019s phone numbers, in some instances. <\/p>\n\n\n\n
Contemporary communication apps allow members of the same organization to send each other direct messages<\/a> and get responses quickly. <\/p>\n\n\n
\n![\"Milo](\"https:\/\/pumble.com\/learn\/wp-content\/uploads\/2021\/03\/5-Direct-message-option-to-ask-for-an-update-min.png\")
Milo uses the direct message option to ask for an update, via Pumble, a team chat app by CAKE.com<\/figcaption><\/figure>\n<\/div>\n\n\n Use Pumble to seamlessly share updates with your team<\/a><\/p>\n\n\n\n
<\/div>\n\n\n\nThe main pros of instant messaging<\/strong> are: <\/p>\n\n\n\n
- \n
- Efficiency (you can get an answer quickly), <\/li>\n\n\n\n
- Security (most popular team communication apps pay a lot of attention to security policies<\/a>), <\/li>\n\n\n\n
- Versatility (suitable for hybrid or remote work models<\/a>), <\/li>\n\n\n\n
- Practicality (saves messages and attachments), and<\/li>\n\n\n\n
- Cost-effectiveness (you only need the internet connection).<\/li>\n<\/ul>\n\n\n\n
Instant messaging has its disadvantages<\/strong> too:<\/p>\n\n\n\n
- \n
- Increased distractions \u2014 since there is no visual focus on other participants in conversations, and <\/li>\n\n\n\n
- Cluttered conversations \u2014 if the instant messaging app doesn\u2019t support a threads feature<\/a>.<\/li>\n<\/ul>\n\n\n\n
Instant messaging is most suitable for larger teams that commonly engage in <\/strong>cross-department collaboration<\/strong><\/a> and communication<\/strong>. <\/p>\n\n\n\n
#6 Live chat<\/h3>\n\n\n\n
Live chat involves communicating with your website\u2019s visitors. <\/strong><\/p>\n\n\n\n
It helps you reach out to your customers<\/a> and show them you care. <\/p>\n\n\n\n
Also, your customers can use live chat for any questions they might have. <\/p>\n\n\n\n
If you answer these queries quickly, it will signal your customers they can count on you in the future. <\/p>\n\n\n\n
Hence, live chat is a great way to improve customer engagement and create a loyal customer base. <\/p>\n\n\n
\n![\"An](\"https:\/\/pumble.com\/learn\/wp-content\/uploads\/2021\/03\/6-An-example-of-live-chat-support-min.png\")
An example of live chat support on the Pumble website\n<\/figcaption><\/figure>\n<\/div>\n\n\n The biggest pros of live chat<\/strong> are: <\/p>\n\n\n\n
- \n
- Real-time conversations with customers, <\/li>\n\n\n\n
- Loyal and engaged customer base, <\/li>\n\n\n\n
- Better support to clients, and <\/li>\n\n\n\n
- Improved employee productivity (since it is a live chat, there will be no room for neglecting one\u2019s duties).<\/li>\n<\/ul>\n\n\n\n
The most prominent con of live chat<\/strong> is that, when not done properly, it can create a poor customer experience. <\/p>\n\n\n\n
As you have seen above, it is pivotal to have customer service that will not be counterproductive (i.e., rude or disinterested), since 97% of consumers<\/a> have stated that their loyalty to a brand depends on their interaction with the support service. <\/p>\n\n\n\n
#7 Written documents<\/h3>\n\n\n\n
Written documents are a communication channel we can use to share important information, news, or statistics with other people. <\/strong><\/p>\n\n\n\n
We can use instant or team messaging apps, such as Pumble by CAKE.com, to directly share these documents.<\/p>\n\n\n
\n![\"Sharing](\"https:\/\/pumble.com\/learn\/wp-content\/uploads\/2021\/03\/7-Sharing-written-documents-via-Pumble-min.png\")
Sharing written documents via Pumble, a team communication app\n<\/figcaption><\/figure>\n<\/div>\n\n\n \n
\n\nAll-in-one digital HQ<\/h2>\n
A communication app for teams of all kinds. Discuss, share, and collaborate.<\/p>\n\n
\n Join Pumble<\/a>\n\n <\/div>\n <\/div>\n\n\n\n \n \n <\/picture>\n <\/div>\n<\/div>\n <\/p>\n\n\n\n<\/div>\n\n\n\nThe main pros of written documents <\/strong>are they: <\/p>\n\n\n\n
- \n
- Are concise and accurate (most of the time), <\/li>\n\n\n\n
- Bring a concrete value to a reader (statistics or information), <\/li>\n\n\n\n
- Save the sender from having potentially difficult conversations<\/a> at work (for example, about poor performance), and <\/li>\n\n\n\n
- Are easy to save. <\/li>\n<\/ul>\n\n\n\n
Just like every other channel of communication, this one also has its cons<\/strong>: <\/p>\n\n\n\n
- \n
- Lack of instant feedback, <\/li>\n\n\n\n
- Lack of human relations, and<\/li>\n\n\n\n
- Red tape \u2014 language is more formal and there might be some demanding procedures that you need to follow. <\/li>\n<\/ul>\n\n\n\n
- Are easy to save. <\/li>\n<\/ul>\n\n\n\n
- Versatility (suitable for hybrid or remote work models<\/a>), <\/li>\n\n\n\n
- Reduced focus as a result of missing a visual image of others on the call. <\/li>\n<\/ul>\n\n\n\n
- Lack of opportunity to observe and understand the body language of participants<\/a>, and<\/li>\n\n\n\n
- Perform employee onboarding<\/a> and training, and <\/li>\n\n\n\n
- Internal variants of popular public systems<\/strong> \u2014 intranets, internal blogs, internal podcasts, and internal social media systems.<\/li>\n\n\n\n
- Video conferencing, <\/strong><\/li>\n\n\n\n
- Face-to-face communication, <\/strong><\/li>\n\n\n\n
- Official<\/strong> and unofficial<\/strong> communication channels.<\/li>\n<\/ul>\n\n\n\n
- Formal<\/strong> and informal<\/strong> communication channels and <\/li>\n\n\n\n
- Describe the main types of communication channels<\/strong>,<\/li>\n\n\n\n
![\"Illustration\"](\"https:\/\/pumble.com\/learn\/wp-content\/themes\/cake-learn\/src\/images\/pumble\/banners\/default@2x.png)
\n <\/picture>\n <\/div>\n<\/div>\n <\/p>\n\n\n\n![\"Illustration\"](\"https:\/\/pumble.com\/learn\/wp-content\/themes\/cake-learn\/src\/images\/pumble\/banners\/features@2x.png)
\n <\/picture>\n <\/div>\n<\/div>\n <\/p>\n\n\n\n![\"Illustration\"](\"https:\/\/pumble.com\/learn\/wp-content\/themes\/cake-learn\/src\/images\/pumble\/banners\/landing-3@2x.png)
\n <\/picture>\n <\/div>\n<\/div>\n <\/p>\n\n\n\n