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Title
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Effects of directness in e-mails and voice mails
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Author
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Abstract
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| In this study, we explore the effects of channel choice (e-mail vs. voice mail) and message structure (direct vs. indirect) on the receivers perception of bad-news messages. We conducted an experiment in which bad-news e-mails and voice mails were presented to participants who evaluated their response to the messages via a questionnaire. The results indicate that e-mail is more comprehensible, while voice mail is more persuasive and effective for maintaining a personal customer relationship. Furthermore, messages with an indirect structure (explanation → bad news) are valued more highly than direct messages (bad news → explanations). We also found interaction effects of channel and structure, the most important being that the preference for the indirect structure is limited to e-mails. |
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Language
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English
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Source (journal)
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The journal of business communication / Association for Business Communication [Urbana, Ill.] - Urbana, Ill., 1973 - 2013
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Publication
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Urbana, Ill.
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2013
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ISSN
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0021-9436
[print]
1552-4582
[online]
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DOI
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10.1177/0021943613497053
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Volume/pages
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50
:4
(2013)
, p. 362-382
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Full text (Publisher's DOI)
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Full text (publisher's version - intranet only)
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