What are the factors that managers must consider before selecting a communication medium?

1. Speed; Speed is an important factor when the message is urgent. In such a case telex, fax, telephone, telegram or e-mail would be the most suitable means of communication. Otherwise ordinary mail would be used
2. Cost; The cost incurred in using a means of communication vary from one means to another e.g. it is cheaper to send messages by ordinary  mail than by telegram or telex
3. Confidentiality; some messages are quite confidential and are intended for certain person only. Where confidential messages are involved, appropriate means should be used e.g. registered mail or internal memo enclosed in an envelope
4. Distance; the geographical gap between the sender and recipient is very important in determining the means of communication to be used. Some means are suitable for long distances while others are not. Paging and sirens are suitable for short distances. For long distances, fax letters, telephone e.g., e-mail may be appropriate
5. Evidence, some means of communication do not provide record of the message communicated while others do. All means of written communication provide evidence of messages communicated.
6. Reliability; this is the assurance (certainty) that the message will reach the intended person at the right time in the right form. Face-to-face communication is more reliable than other forms of communication because one can ask for clearly and get answers immediately. For some written information, courier service may be preferred
7. Accuracy; this refers to the exactness of the message communicated as intended by the sender. Written messages are generally more accurate than other means of communication.
8. Desired impression; The impression created upon the recipient of a message is very important e.g. a telegram or speed post mail will carry some sence of urgency, registered mail will create an impression of confidentiality while use of colourful and attractive letterheads would convey a good image of the business.
9. Availability; One may want to telephone, for example, but the services are not there so the person would be forced to use alternative means e.g. letters or radio call.

Barriers to Effective Communication

Communication is said to be complete only when the recipient gets the message the way the sender intends it to be. When information is not received the way it was intended then it has been distorted. Distortion of a message is brought about by some communication barriers which may exists in the path of the message between the sender and the recipient. Some of these barriers are;

1. Language used;   the  language used by the sender  should be known (understood) by the recipient  so that communication can take place
2. Poor Listening; the effectiveness of communication will depend on the willingness of the recipient to listen keenly .listening require careful attention and concentration. It may however be the task of the sender of the message to attempt to gain the attention of the listener. Through his/her choice of words and expression among others.
3. Negative Attitude; Attitude refers to the feelings of the communicating parties towards each other. It is important that there exists a mutual feeling of trust and respect between the parties concerned in order to avoid bias .If there is mistrust and prejudice then there may be deliberate or unintentional misunderstanding of the message involved.
4. Poor Timing ; poor  timing leads to breakdown in communication , therefore  for effective communication to take place the message must  be sent and received at an appropriate time, e.g.  a message sent when one is in a hurry may not  be properly received or delivered
5. Wrong medium ;    the medium used  to communicate must be appropriate  for the message being conveyed otherwise there may breakdown in communication  eg one may not convey a confidential message over the telephone effectively
6. Prejudgment ; our understanding of the message is often conditional  by our earlier experiences  and knowledge this may make one individual  draw premature conclusion eg a student who  always fail in a subject and this time round has improve may be failed by the teacher  because he has always failed in the past .
7. Ambiguities; it occurs when the sender express in a manner which leads to wrong interpretation. When the receiver interprets the message differently it automatically leads to communication breakdown.
8. Emotional responses; emotional responses such as those resulting from hunger or excitement may lead to distortion of message.
9. Unclear System within the organization ; if the channel of passing information in an organization are not clear then the message will not get to the right people for whom the messages   intended
10. Noise; it refers to any disturbing sounds which interfere with concentration or listening ability of the recipient of the message the presence of noise may make it impossible for any message to be received in the right way.
11. Unfamiliar; Nonverbal signals; lack of understanding of nonverbal sign may be a barrier to effective communication.

Service That Facilitate Communication

Services that facilitate communication include;

• Mailing services
• Telephone services
• Broadcasting services

Mailing services
This refers to handling of letters and parcels. They are offered by organizations such as postal corporation of Kenya (P.C.K) Securicor courier and Document handling Limited (D.H.L)
Some of the services offered by the postal corporation include;

• Speed post; this is service offered by the post office to send correspondence and parcels to a destination in the shortest time possible. The post office uses the quickest means of transport available to deliver the mail.
• The sender pays the normal postage fee plus a fee for special service. An example of such a service is Expedited Mail Service(EMS) speed post

a) Ordinary Mail
These include surface mail and air mail.

• Surface Mail; These include letters and parcels delivered by road, rail, water and hand.
• Air Mail; this consists of letters and light parcels delivered by air.

b) Express Mail;
An express mail is/must be presented at the post office counter by the sender and the envelope clearly addressed and a label with the word “express” affixed. Normal postage plus an extra fee (commission) is charged
The mail is delivered to the receivers nearest post office from where the post office makes arrangements to deliver the mail to the receiver within the shortest time possible.
NOTE: For speed post special arrangements to deliver the mail start at the sender’s post office whereas express mail, the arrangements start at the addressers post office.
c) Poste Restante;
This is a service offered by the post office to travelers who may wish to receive correspondence right away from their post office box. The addressee has to inform those who may wish to correspond with him/her of the nearest post office he is likely to use at a particular time
Under this arrangement when addressing the letter, the words poste Restante must be written on the envelope clearly. The addressee must identify himself/herself when collecting the correspondence from the post office.
There is no additional charge made apart from normal postage charges. This service can only be offered for three months in the same town.

​a) Registered Mail;
This service is offered by the post office for sending articles of value for which security handling is required. A registration fee and a commission is paid. The commission depends on the weight of the article and the nature of registration. The sender is required to draw a horizontal and a vertical line across the faces of the envelope.
A certificate of registration is given to the sender. In case of loss, the sender may be paid compensation on production of the certificate of registration.
A green card is sent to the recipient. The card bears his name and the post office at which the mail was registered. The recipient will be required to identify himself before being allowed to possess the mail.
Items that may be registered include jewels, certificate, land title deeds etc.
b) Business Reply Service;
This is a service offered by the post office to business firms on request. The firm pays some amount to the post office and an account is then opened from which posted charges are deducted.
The service is useful/more common with firms which would like to encourage their customers to reply their letters. Customers are issued with reply card envelopes (or envelopes marked ‘postage paid’)
They can send letters to the business by using these envelopes/the card. The customers then place the card/envelope in the post box and the firm’s post office branch will deduct postage charges from the lump sum amount.

​a) Courier Services
These are services where a service provider receives transports and delivers parcels or important documents to destinations specified by customers in return for payment of fees or charges.
Examples; Akamba bus service, Securicor courier services etc.
ii) Telephone services

• Landline/fixed line services
• Cellular (mobile)phone services

i) Land(Fixed)line services
Telkom Kenya, through the post office, provides telephone services which offer direct contact between people who are far apart. It makes conversation between people at any distance possible, as long as there are transmission facilities between them. Urgent matters can be discussed and consultations can take place so that instant decision or actions are taken. The telephone assists organizations to establish a fast and convenient machinery for its internal and external communication network.
ii) Cellular(mobile)phone services
These are hand held telephones with digital links that use radio waves. They are sometimes called cell-phones since they use power stored in a dry cell
In Kenya mobile phone services are provided by safaricom Ltd.(a subsidiary of Telkom Kenya)and Airtel communications Ltd(formally Kencel Communication Ltd)which is a joint venture between a French company and a Kenyan company, yu mobile services and Orange mobile services . This sector therefore greatly benefits from foreign investment to improve services.
The use of this service is popular. Apart from the provision of telecommunication service, cell phones have different attractive features or services such as short messages service (sms) whereby a caller can send a written message. Recent models of mobile phones enable the user to access the internet and send e-mail messages

Advantages of mobile phones

• They are portable
• Written messages can be transmitted easily and cheaply through the short message service(sms)
• Enables both local and international communication.
• The cost of acquiring the equipment is relatively affordable
• Direct feedback is possible
• Has memory for storing written messages
• Has got e-mail capability

​Disadvantages of cellular phones

• Some kinds of mobile phones are expensive to buy
• Maintenance expenses of a mobile phone are high. They are also susceptible to damage and repair can be very costly
• Users are greatly inconvenienced in case there is no network coverage
• A special facility where the callers identity is known(displayed on screen)can be abused where recipient does not wish to answer the call
• Mobile phones are a security problem. They are easy targets for thieves
• There is a danger of the radioactive rays or emissions negatively affecting the users health, if such emissions are not adequately controlled

iii) Broadcasting services
Communication commission of Kenya is a regulatory body that receives applications and issues licenses for radio and television broadcasting stations.
a) Radio stations
Radio broadcasting is a very important mode of giving news and information to people in the whole world.
The liberalization of the communications sector in Kenya in 1999, Kenya has witnessed a mushrooming of FM Stations which are owned by private sector operators e.g. Kiss Radio, Easy FM, Classic FM, Family FM, Kameme etc.
They have helped to spread news and information countrywide. Before liberalization, Kenya Broadcasting cooperation (KBC) radio was operating as a state owned monopoly.
b) Television Stations
Television broadcasting (telecasting) does not reach as wide an audience as radio broadcasting in Kenya. It however serves the same purpose of relaying news and information to Kenyans. Both radio and television stations are widely used for advertising purposes.
The T.V subsector has been liberalized since 1999 and a number of privately owned stations have emerged e.g. Kenya Television Network (KTN) Nation Television, Family T.V etc. Prior to that time KBC television was in operation as a state owned monopoly.

​Other services that facilitate communication

• Telex
• Facsimile
• Paging
• E-mail

Current trends and Emerging issues in communication

​With the advancement of information technology (I.T) there has been a lot of revolution in communication.
The following are some of the current trends and emerging issues in communication;

Telephone Bureaux (Bureaus)

These are privately owned kiosks where telephone services are sold. The owner of the kiosk must get authority from the service provider in order to run the bureau. The individual wishing to use the services of the bureau makes payments to the owner of the service. Other services offered by the bureau include selling of scratch cards for mobile telephones and credit cards for landline telephone services.
i) Mobile phones (cell phones)
These are hand held telephones with digital links that use radio waves. They have become an important business and social tool. This is because most people and traders want some flexibility to be able to communicate whenever they are.
Other reasons that have led to the popularity of cell phones include:

• Pre-paid services which enable the owners to control communication costs.
• Most cellular phones now allow the owners to browse the internet, check and send mail. This allows business people to communicate research and even place orders.
• Cellular phones have short message services (sms) which enables the owners to send written messages.

ii) E- mail ( Electronic Mail)
This is a service provided through the internet for sending messages.
It is similar to sending a letter through the postal system only that it is done electronically.
Messages can be sent to anyone on the network, anywhere in the world. For this to take place, computers have to be connected to each other to form a network.
To communicate, one is required to have an email address e.g. raeform2@ yahoo.com. Messages arrive at the e – mail address immediately they are sent.
It is only the addressee of the message who can retrieve the message since a password is required to access the mailbox.
E – Mail can also be used to send documents and photographs like certificates by scanning and attaching.
More and more businesses are using e- Mail to communicate with other businesses, their customers and suppliers.

​iv) Internet
The internet links computers all over the world. Written and oral information is transmitted on the internet through the use of telephone wires, fibre- optic cables and wireless devices.
The internet has changed the way people communicate in the following ways;

• Increased use of electronic mail (e-mail)
• Quick access to information from all over the world.
• Development of home offices and remote offices.
• Use of teleconferencing and video conferencing.
• Development of e-commerce.

v) Move towards a paperless office
The future office will rely largely on computers. Most of the communication will be done through computers. This may result in less use of paper, hence the use of the term “the paperless office”.
Vi) Decline in the use of postal services
Decline in the use of postal services is a result of the impact of the internet. E-mail has become a popular and preferred mode of communication since it is fast and cheap. However, ordinary mail/ use of postal services may not be completely phased out since the government, businesses and people do not regard an e-mail as a binding or formal communication.
Vii) Transformation of language
The language used to pass and receive messages has evolved through time. e.g. the youth have adopted the use of “sheng” in exchanging messages. Such language is largely understood by its youthful users. There is also the use of cell phones to send short text messages; which are highly abbreviated and may use slang whose meaning is only known to the users.

Communication Revision Questions

​1. Define the term communication
Communication is the process by which information is passed from one person or place to another.
2. Outline the role played by communication in any given organization

1. It is used to give instructions on what should be done at work and during work.
2. It enhances good relations among workers thereby promoting and enhancing their efficiency.
3. Through communication most organizations have been able to improve their image, for example through advertising.
4. It used to improve the relationship between the organization and the customer or clients.
5. For coordinating purposes, communication is used to ensure all departments work in harmony.
6. The feedback got from the clients or customers helps to improve an organization’s reliability and quality of goods and services offered.
7. Communication is used as a tool for management.
8. Good decisions are made as communication helps one understand all the necessary matters.

3. Briefly explain the following levels of communication
(a) Vertical communication
Involves the flow of information either downwards or upwards, for example, from a senior employee to a junior employee
(b) Horizontal communication
Is also referred to as lateral communication which is passing of information between people of the same rank or status, for example from one departmental manager to another departmental manager
(c) Diagonal communication
This is communication of different people in different levels of management or departments for example a receptionist communicating to a production manager.
4. Distinguish between formal and informal communication
Formal communication is official and documented and follows certain rules for example a worker writing an official letter to an organization’s seniors. Informal communication does not conform to any time, for example communicating to friends and relatives.
5. State the essential elements in communication.

1. The sender who is the source of the information being communicated
2. The receiver(or recipient) of information
3. The message being communicated
4. The channel (or medium) through which the message is passed on
5. Feedback which is the response or reaction of the recipient.

6. Highlight the various types of verbal communication

1. Face-to-face communication
2. Telephone conversation
3. Radio calls conversation.

7. State the advantages and disadvantages of verbal communication
Advantages

1. A large number of people can receive the information at once for example when addressing in a meeting.
2. There is immediate feedback
3. Clarification can be made easily and immediately
4. This is personal appeal
5. It can be very convenient and persuasive
6. It is fast since the intended information reaches the recipient immediately.

Disadvantages

1. It is not easy to know if the message or information has been received particularly if the receivers are many
2. It is prone to outside interference due to noise and other forms of disruptions
3. In case of incorrect pronunciation of words, there could be distortion of the information
4. There is no record for future reference.
5. The method is not effective for recipients with learning problems.
6. Can take a lot of time to pass intended information.

8. Outline the various barriers to effective communication

1. Noise may hinder effective communication
2. The emotional state of both the sender and the recipient
3. Use of the wrong channel to communicate
4. Breakdown of a channel used to communicate
5. Illiteracy of the recipient particularly for written communication.
6. The attitude of the recipient towards the sender and the information being communicated
7. Use of difficult vocabulary or words by the sender
8. Lack of concentration on the part of the recipient may affect communication
9. Poor timing by the sender.

9. Highlight reasons that would make an organization use cell phones for communication within and outside the organization.

1. One gets immediate feedback
2. It is fast and can be used to send urgent messages
3. There is personal appeal
4. The sender has a great opportunity to convince and persuade the recipient.
5. It is not very expensive particularly for making calls for a short duration of time
6. It can be used even when both the sender and the recipient are far apart

10. State the various types of written communication.

1. Written
2. Memorandum(memos)
3. Reports
4. Notices
5. Telegrams
6. Circulars
7. Minutes

11. State the reasons why an organization would use written communication instead of verbal communication.

1. Written communication provides evidence which may not be there in verbal communication
2. Written information can be stored for future reference unlike verbal which cannot be stored and depends on the recipients memory
3. It is not prone to distortions and therefore more accurate than verbal communication
4. Written communication can be in form of diagrams, illustration and maps which is not possible for verbal communication
5. Some written communication such as letters would be cheaper and time saving than verbal communication, for example making long telephone calls.
6. Written communication can be used for confidential messages, for example registered mails.

12. State the disadvantages of written communication

1. Written is not very persuasive or convincing
2. There is no personal touch
3. It can only be used by literate
4. It can be slow where letters take time to reach the recipient
5. It takes time to get a feedback from the recipient
6. Messages cannot be enhanced by gestures, that is, body language or face expressions
7. It can be expense to file all the written communication

13. Outline the various means of visual communication

1. Charts
2. Photographs
3. Gestures, which may include signs and symbols
4. Slides

14. State the advantages and disadvantages of audio-visual of communication
Advantages

1. Information is more attractive and appealing
2. Can reach many people at once
3. It can be used even for those who cannot read and write
4. Immediate feedback is received from the way the recipient behave
5. Can be entertaining

Disadvantages

1. Can be misinterpreted, for example if the receiver does not understand the signs or gesture
2. Not suitable for passing confidential information
3. It is not possible for the recipient to give a feedback
4. Gesture and signs are only suitable to those who can understand them
5. The initial cost of preparing these forms of communication may be high for the sender
6. It may take a lot of time to prepare these forms of communication

15. Outline the various service that facilitate communication

1. Registered mail, for sending valuable or confidential information.
2. Speed post services offered by the post office to send letters parcels using the quickest means possible
3. Poste restante, usually used by those without postal addresses
4. Business reply service which enables customers and clients to reply to a business without having to pay for postage stamps
5. Broadcasting services through various radio stations
6. Print media such as the various newspapers, magazines and journals
7. Internet services which connect one to the world wide website
8. Telephone services

16. State the various trends in communication

1. Mobile or cell phone  use
2. Internet which uses inter linked computers to the world wide website
3. Fax, which can be used to send written messages very fast
4. Information and telephone bureaus where one can make local and international calls
5. Move towards a paperless office.
6. Transformation of language.

17. Highlight the factors to be considered when choosing a means of communication.

1. The cost because some are more expensive than others
2. Availability of the means
3. Reliability or assurance that the message will reach the recipient
4. The distance between the sender and the recipient.
5. The literacy level of both the receiver and the recipient
6. The confidential nature of the information being sent
7. The urgency of the message
8. If there is need for evidence or need for future reference
9. The desired impact of the means upon the recipient.

18. Advice Mary Wakio why she should not use telex to communicate to her friends

1. Her friends may be illiterate and may be unable to read the message received
2. Her friends may not have a receiving machine and will be unable to get the information
3. It can be expensive to use as the sender pays a subscription fee and rental fee while he and the recipient pays for the sent message
4. It can be expensive to buy the teleprinters used in receiving and sending information
5. Telex may only send written messages but cannot be used to send maps, diagrams and charts

19. State circumstances when sign language can be the most appropriate form of communication

1. When communicating to someone who has a hearing problem
2. If one wishes to pass a secret or coded message
3. If both the receiver and the sender are far apart but can see each other
4. It can be used in case there is a language barrier
5. In an environmental where there is a lot of noise or physical interference to other forms of communication, sign language may be used
6. It can be appropriate where both the recipient and the sender understand the signs.

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