Face-to-face versus computer-mediated communication: effective employee communication channels

Abstract

This study is an examination of the communication channels used in employee communication. The main objectives were to identify the employee preference on the various communication channels use in the organisation and to compare the use of face-to- face communication and computer-mediated communication for employee communication activities such as transmission of work-related information to employees, communication between supervisor and subordinate as well as communication among colleagues. Fifteen employees from five organisations in Klang Valley were interviewed. The participation of the respondents was anonymous and voluntary. Results show that the communication channels use for employee communication includes face-to-face, print publication and computer-mediated communication. Despite the proliferation use of technology in employee communication, this study reveals that the employees still preferred face-to-face communication when communicating with supervisors and colleagues as well as to receive information from the organisation. The findings in this study complies with Daft and Lengel's (1984) Media Richness Theory which indicates that face-to-face communication is a richer media and most preferred communication channel compare to computer-mediated communication. Nevertheless, the employees recommend that the most effective employee communication channel is to use both face-to-face and computer-mediated communication.