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Communication Channel Richness

Apply media richness theory to match a communication channel to a message's ambiguity: rich channels (video, real-time chat) for emotionally charged or ambiguous topics, lean channels (email, async docs) for simple, unambiguous information. Explain why using a lean channel for a rich message causes misunderstanding, and why using a rich channel for routine updates wastes attention.

Chief Galen Tyrol Video

Media Richness Theory: Matching the Channel to the Message

Explains Daft and Lengel's media richness theory and shows how to choose a rich channel (video, live chat) for ambiguous or emotional messages and a lean channel (email, docs) for routine information.