Strategic Communication Channel Selection at the Workplace:
How Business Professionals make Productive Choices?
金子 敦子 (明治大学)
Atsuko Kaneko (Meiji University)
The presence of digital media in the workplace continues to grow, thereby making it more important to choose the right communication channels. This study explores the channel selection strategies of business professionals in Japan by conducting semi-structured interviews with 11 experienced business professionals. In this study, we find that business professionals prefer email to communicate decisions and formal matters owing the high control afforded by it. However, they avoid using email to communicate ambiguous, complex, and emotional issues and try to complement face-to-face interaction by telephone. Despite these preferences, business profes- sionals have reported that these channel selection strategies and technologies are not uniform within the workplace. This study provides rich descriptions of the media channel selection strategies implemented by business professionals.