Technologically mediated communication
Technologically mediated communication uses digital tools such as email, phone, messaging, video calls and intranets. It is fast and wide-reaching but needs etiquette and security.
What it means
Technologically mediated communication is any communication in which a technology sits between the sender and the receiver: phones, email, messaging apps, video conferencing, intranets, websites and social media. It lets businesses reach people anywhere, at any time, at low cost. But technology removes some of the cues of face-to-face talk, such as facial expression and tone, so messages are more easily misread, and it brings new risks such as information overload and data leaks.
Common technologies at work
| Technology | Best use | Caution |
|---|---|---|
| Records, details, attachments, external contacts | Overload; wrong receiver; tone misread | |
| Mobile phone and SMS | Urgent matters, quick reminders | No record of calls; calls at odd hours |
| Instant messaging (e.g. WhatsApp, Teams chat) | Quick team updates and coordination | Blurs work and personal time; informal tone; data on personal phones |
| Video conferencing (e.g. Zoom, Teams, Google Meet) | Meetings across locations, interviews, training | Poor connection; fatigue; distractions at home |
| Intranet and shared drives | Policies, forms, shared documents, notices | Out-of-date files; access control |
| Social media and websites | Marketing, customer service, recruitment | Public complaints spread fast; one careless post damages the brand |
Synchronous and asynchronous communication
Advantages and limitations
Using communication technology effectively
- Choose the tool to suit the message (see media richness).
- Video calls: test the link, mute when not speaking, use the camera for small meetings, dress as for the office, and choose a quiet, plain background.
- Phone: identify yourself, speak clearly, confirm key points and note them.
- Messaging: keep work groups for work, respect off-hours, and move sensitive matters to a private call.
- Security: strong passwords, no confidential data on personal chat groups, check links before clicking, and verify before forwarding.
- Privacy: protect customers' and staff members' personal data.
- Inclusion: offer another channel for people without access or skills.
Many Sri Lankan firms moved meetings to video calls during the COVID-19 period, and many kept them. Banks and telecom companies such as Dialog serve customers through apps, SMS and online chat, while still keeping branches and hotlines for customers who prefer to speak to a person: a practical answer to the digital divide.
Essay: “Discuss the advantages and limitations of technologically mediated communication in business.” Define it, list the main technologies with uses, distinguish synchronous and asynchronous, then give advantages, limitations and guidelines for effective use.
Short answer: “Distinguish between synchronous and asynchronous communication.” Synchronous happens in real time (phone, video call); asynchronous allows delayed replies (email, voicemail).
Structured question: “Explain the etiquette to follow in a video conference.” Test the link, join on time, mute when not speaking, camera on for small meetings, dress properly, quiet background, one speaker at a time, use the chat for questions.
Sync = same time (phone, video). Async = any time (email, voicemail). Tech gives speed and reach but loses cues, so add etiquette and security.