Video, Chat, or Email? Choosing How to Communicate When Working Remotely

Deciding how to communicate whether to ask a colleague a simple question or to collect data, can be a difficult decision. Video, chat, text, phone call, and email each contain subtle communication nuances that can potentially turn what was a simple review of a report into a days long back and forth with a boss. Knowing which channel to use when, will often be limited by which communication software or platform an organization subscribes. However, some communication channels are better than others to handle certain types of discussion. For instance, a report that needs approval in order to be published by day’s end might require a phone call: it has an urgent and immediate deadline. On the other hand, a report that isn’t scheduled for publication for a week or more could be reviewed back and forth through email. Time is often the critical factor in deciding which channel to use whether it is a deadline or having to talk to someone in a different time zone.

Communications Checklist

Before you send out a message ask yourself

• Does this need to be resolved immediately or by the end of the day?
• Does this communication need a written confirmation?
• How many people must be included in this communication?
• Is this communication of a sensitive nature?
• Does the communication require discussion?
• Is the group or the person to be contacted in the same time zone?

For issues that require an immediate answer, a phone call or quick video chat will get an  answer fast. However, when a large group needs to participate, video meetings are preferable to phone calls, as people can see each other and read visual cues. Communication of sensitive topics might be best handled either over phone or video. Be sure to check with your company’s policy or human resources before having a discussion with an employee about a sensitive topic. The organization might prefer you use a confidential communication channel, have another person sit in on the meeting, or use a combination of communication channels.

Whatever the topic that an employee needs to discuss, an organization should provide clear guidelines about which channels are approved and which are not. If work phones are not assigned to employees, but another employee happens to have someone’s private cell phone number, beware of crossing the work and home boundary. Stick to the communication channels that are used most often and by everyone. If employees all have the same understanding of an organization’s communication etiquette, misunderstandings can be avoided and boundaries can be respected.