I agree that using email (or fax, voicemail, etc) to replace face to face
communication can become dysfunctional if used to "escape" dealing with
people on a face to face basis.
To prepare ourselves and future managers, it is important to remember that
today's organizations are going through tremendous structural changes that
have a resulting effect on necessary communication methods. This transition
can create conflicts when dealing with an individual's preferred method of
communication. In most organization's, the conflicts have not really been
addressed.
Some of the times that the alternatives to face to face might be necessary:
1. If a manager needs to give information/requests to more than one person
2. If a manager needs to produce/share audit trail of info shared, duties
assigned, etc
3. If the manager has trouble remembering what they told people and who
they told it to
3. If the employee has history of not remembering conversations, info
shared, requests
4. If the organization's knowledge management initiative involves capturing
communications (becoming more and more pervasive)
I'm sure there are others we could list. Perhaps a question that needs to
be discussed - the higher the necessity to communicate with
email/fax/voicemail, the more important it is to develop opportunities for
face to face communication?
On the other hand - I have been involved in virtual teams where project has
been started, implemented, and completed without anyone meeting the other
team members face to face (including team leader/manager). Voicemail and
real time chat sessions were used liberally, along with email and fax - but
due to different time zones, other responsibilities, etc - email and posting
to a group site was by far the dominant method.
Perhaps everyone's knowledge that the project would be handled in this
fashion made the alternative communication methods acceptable? -- also a
shared goal with stated deadline? A level of trust and commitment had to be
offered and accepted immediately and it goes without saying - proper
netiquette was mandatory - conflicts and differences in opinion existed and
had to be handled in a way that created progress and increased quality.
Clarifications were asked for and offered.
Organizations are utilizing virtual teams at ever increasing rates and
alternative communication methods are becoming the norm rather than the
exception. As teachers of future managers, consultants to organizations,
and employees ourselves, it is important that we explore ways to make
alternative communication methods workable for everyone. It is also
important that training is available to help everyone develop the skills
necessary for tomorrow's organizations, especially in the area of
communication and use of technology tools.
When teaching undergrads or graduate students (or training/consulting in
organizations), making email and group chat sessions part of the process may
be one method to increase the students' or employees' future rate of success
in all areas.
This topic has depth and breadth and many off-shoots. It is of great
interest to me, and I would appreciate reading other thoughts, opinions, and
suggestions.