Channel richness: the capacity of a channel or communication medium to carry information in an effective manner
Richness Postings, Memos, E-mail, Telephone, Face-to-face Richness
Impersonal e-bulletins letters voice-mail e-meetings meetings Personal
Why do people choose one channel of communication over another?
Anxiety/Communication apprehension: when people find it difficult to talk with others face-to-face or over the
To save time
Routine messages can be communicated through channels that are lower in richness
Non-routine messages should be communicated through rich channels