Appropriateness and effectiveness of communication channels in competent interpersonal communication



We examined perceived appropriateness and effectiveness of six communication channels (face-to-face, telephone, voice mail, electronic mail, letter, fax) used in relation to interpersonal communication motives (inclusion, affection, control relaxation, escape, pleasure) in other-directed and self-directed need-fulfillment situations. In Study 1, respondents selected the channel they thought would best communicate standard messages and rated it on effectiveness and appropriateness. In Study 2, respondents rated the effectiveness and appropriateness of all six communication channels by considering scenarios that reflected the two need-fulfillment directions of all six motives. Analyses revealed significant main effects for direction, channel, and motive, and significant interaction effects.