Chapter 10 Tools of

Communication
Tools of communication

 Letter
 Memorandum
 Office Circulars
 Telephone
 Facsimile
 Electronic Mail
 Video Conference
 Internet
Letter

 A letter is a written message addressed to a person or an

organization
 Types
 Personal Letter
 Business Letter
Features of good business letter

1. Clarity
2. Accuracy
3. Simplicity
4. Completeness
5. Appropriateness
6. Courtesy
7. Tactful
8. Prompt
Memorandum

 Memorandum is a brief official note used for communication

between the members of the same organization. It is also known as
“Letter in brief”
Memo
Memos are generally used in
following situations
 To remind a subordinate about some job or duty
 To seek explanation from a subordinate on same matter of conduct
 To inform granting/withholding of permission to do something
 To confirm a decision arrived at on the telephone
 To issue instruction to the staff
 To communicate policy changes to the staff
 To give/seek suggestion
 To request help or information
Office Circulars

 Office circulars are used to convey the same information to a large

number of people in the same organization. Such information is
usually of general in nature and not confidential. The subject of the
circular is written on the top. Circular may be put on the notice
board.
Office circulars are generally used
for the following purpose
 To highlight some aspects of the office conduct.
 To convey changes in the working hours of the office, library or
canteen.
 To inform employees about various changes in rules and regulations.
 To invite applications from employees for promotion, tests, etc.
Telephone

 Telephone: Telephone is one of the most frequently used means of

oral communication in the present business world. Most of the
urgent matters are dealt with on phone. Not only one-to-one
contact but group communication is also possible through audio
conferencing when more than two persons, sitting far away speak
on telephone.
Advantages

 Contact with persons sitting miles away is possible.

 It saves the time wasted in transmission of message.
 On telephone, instant feedback is possible doubt can be clarified.
 Sometimes it is very difficult to contact a person busy with his job.
Through telephone, he can be contacted without disturbing his
busy schedule.
 Several types of telephone services are available for different needs
Disadvantages

 The communicator and the communicatee cannot see each other.

Therefore Facial expressions cannot be used to supplement spoken
words
 Since telephone lacks visual feedback, it is difficult to reveal the mood
of the receiver.
 On telephone it is very difficult to hold the receiver’s attention for a long
time - not suitable for conveying lengthy messages.
 It is expensive especially when geographical distance between the
sender and receiver is more.
 Telephone message does not provide a permanent record for legal
purposes, unless they are recorded on audio tapes.
 The message might be misunderstood
Facsimile (Fax)

A facsimile or fax machine is one of the most useful media for

transmission of written especially visual material such as diagrams,
copies, etc. Fax machines are connected with telephone both at
transmitting and receiving end. In Fax a document is fed in the
transmitting end which is converted into electrical signals. These
signals are transmitted through telephone lines to another fax which
reconverts these signals into printed out hand-copy.
Advantages

1. No skilled operator is required to handle the machine

2. Any type of drawing, whether hand written, typed or printed, can
be transmitted
3. Transmission can be made over any distance with the help of a
telephone.
4. Simultaneous transmission can be made to two or more receivers
5. Copies received at the other end can be used immediately
without any further process
6. Even a part of the page or a portion of it can be transmitted. Thus
selective transmission is possible
Electronic Mail

 E-mail is another instant medium of communication. It transmits the

written message via computers connected on networks. For access
to network area, a computer, a telephone, a modem with software
are needed to function on E-Mail.
 It is an “electronic post office”
 E-Mail facilitates more paperless office and enables the employees
to function even without sitting at office.
 Through E-Mail, message can be sent to large number or selected
persons, simultaneously. Like fax, E-mail system also provides the
advantage of message in the memory.
Advantages

 It is the quickest means of transmitting written message

 An e-mail does not disturb the receiver at the other end
 Flexible
 Compared to telephone e-mail message is convenient when to be
sent overseas
 It can be sent to only a few or a large number simultaneously
 It can be stored for future reference
 Email message can be kept confidential and secure
 It can be sent across the globe with a click of mouse at nominal
cost
Disadvantages

 Impersonal - Body movement cannot be used to reinforce words.

 Complications - While email can simplify things within a company, it
can also create complications. Explaining a complicated procedure or
answering complex questions via email can be time-consuming.
 Information Overload - Email communication can become
overwhelming. Not only can email take up a lot of office time, it can
also take a big chunk out of personal time for people within a
company, especially when they're available 24/7 on their mobile
devices.
 Spam and Viruses - Even with a good spam filter, employees' inboxes
can fill up with electronic junk. Even worse -- email is a popular way to
spread viruses and malware that can infect your company's computer
systems
Video Conference

 Videoconferencing or teleconference is the conduct by a set of

telecommunication technologies which allow people at two or
more locations to communicate simultaneous two-way video and
audio transmissions. It has also been called 'visual collaboration' as it
permits virtual meetings
 In a video-conference, voice and image are transmitted through
the microphones and cameras are attached to the computers of
the person participating in the conference. It is much more than
talking and seeing.
Advantages

 LESSER TRAVELS - Video conferencing has made it easier for people who had to
travel frequently for conferences.
 ANYTIME CONFERENCE - There is no time constraint to conduct a video
conference. It can be conducted whenever there is a requirement. Even if the
members are at different parts of the world, all they have to do is login from their
machines.
 TIME AND MONEY SAVER - As discussed above, video conferencing has reduced
the need for business trips. Previously a lot of money was spent on the travel,
food and accommodation.
 INCREASES PRODUCTIVITY - Fast and better communication contributes to better
productivity. It creates a favorable working environment where people can
conduct a conference whenever necessary. So there is no confusion
 INCREASED RETURN - Lesser travels and time saving would result in quick and
increased return for the company. This ensures a better growth rate too.
Disadvantages
 TECHNICAL PROBLEMS - Working with laptops is always associated with
technical problems like hardware failure, network connection issues,
software issues etc. It will be a loss if some problem arises at the crucial
moment.
 COSTLY SET UP - It can be costly for small companies to set up video
conference in the office. There are many simple and advanced features
that come with video conferencing. While the simple ones are less
expensive, the advanced ones cost a little too much.
 MORE WORKING HOURS - Even though it is easy to conduct the
conference at any time, it is practically difficult for people working in
different time zones.
 DELAY IN RESPONSE - Even though participants of the conference can be
from across the globe, there are some difficulties faced due to this long
distance. A slight delay between responses that come from one side to
the other side of the world is a common thing.
 COVERAGE OF THE CAMERA - The entire room may not be visible to
people sitting at other locations due to the lesser coverage of the
camera. This becomes a problem if there are a large number of people
at one location.
Internet

 Internet is the worldwide or global network of computer connected

through telephone and other high speed links. It provides the facility
for communicating and sharing information with people all around
the world. Internet users can share information in a variety of forms
through telephone wires, cables and satellite links.
 Internet is also known as cyber space and information super
highway.
Benefits

1. Fast mode of communication

2. Round the clock and year round facility
3. No distance barrier across the globe
4. Marketing of service and product is possible
5. Can be used for entertainment.