Researchers at Boston University tested the hypothesis that bad news is more effectively delivered by electronic mail, and published their findings in the June issue of Information Systems Research. The study looked at 117 Boston University undergraduates. They were asked to tell a fellow student (who was in on the experiment) about a resume the student had supposedly submitted.
The researchers found that the students didn't distort good news no matter what medium they were using, but when the news was bad, then the e-mail delivery was far more accurate. E-mail is compared with face-to-face speaking and with telephone contact.
WALLY's COMMENT . . .Let's take a look at what this study did and did not measure before we draw some conclusions. The study did not measure whether the bad news was better delivered by e-mail but only whether it was more accurately delivered by e-mail. In real-life communication, that difference can be significant.
Years ago I worked with consultant Melinda Henning on when to use different kinds of communication. At the time, we placed electronic mail as less personal than face-to-face, telephone, or voice mail, but more personal than a written paper document.
What we know about effective business and other communicators is that they use all of the tools they have available. That means they use different kinds of media for their message, and they use non-verbal means a well.
In a real business situation, part of the non-verbal communication is what medium you choose to deliver the message. Oft times face-to-face may be less accurate on the fine points, but better because it communicates that the person to whom you are speaking is important and valuable regardless of the news that you have to deliver.
Created/Revised/Reviewed: 1/31/00
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