Information Technology Reference
In-Depth Information
Information Dynamics
Setting Up Artificial Information Hierarchies
It is human nature to read between the lines about every aspect of
communication and worry about its meaning in terms of one's inclusion
and exclusion from groups, real or virtual. Managers must be sensitive to
this. These aspects can cause more trouble than the content of the message.
That is why some managers include all on the team, even if they are not
directly concerned with the message. The message that they are commu-
nicating is that the receiver is still part of the team.
Selecting the Right Channel
People read meaning into the channels used. This is a cultural thing. Some
channels are considered the right channel for certain messages and situa-
tions. A notice pinned on the notice board, a newsletter blast to all
employees, or a letter addressed to “current resident” is considered an
impersonal channel of communication. It may be impersonal although
adequate for the purpose. Other types of communication may be handled
by e-mail, leaving a note, or a detailed voice-mail. Some types of commu-
nication require personal meetings, whether they are formal or informal
meetings. One would not like to lay off an employee or remove someone
from a project through an e-mail or a voice-mail. A good manager always
understands the importance of the channel selected for the communication.
Choosing the Set Carefully
People read meaning into with whom the information is shared. They
wonder why a particular person is being copied. People look at copy
lines in e-mails and distinguish, often incorrectly, between names on the
“To:” and ”Copy to:” lines, treating the former as “more important” than
the others. Sometimes, the sender wants to signal that the “To:” line
receivers should be paying more attention to this message than the “Copy
to:” line attendees. Sometimes, the sender wants all the receivers to pay
equal attention but puts only those who are supposed to take action on
the message in the “To:” line. These protocols must be established implic-
itly or explicitly to smooth communications: whom will the “To:” line
include, what does “copy to:” mean, and how the persons responsible
for action will be identified in an e-mail sent to many.
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