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Communicating at a distance

Here you will explore the four main ways of communicating at a distance. Click on each of the icons opposite to find out more.

Here it is important to note

  • We 'read' a great deal from people's facial expression, body language and other forms of non verbal communication, so it is important when communicating in writing or over the phone to think about our choice of words, tone of voice and the pace of the communication
  • people have varying literacy skills
  • what is written is open to different interpretations

On the other hand, written forms of communication can clarify key issues, be kept for future reference, shared with others and generally accessed and transported with relative ease.

Communicating at a distance

Email

Communicating by email is increasingly popular, particularly among professionals but has advantages and disadvantages/limitations.

Email - advantages

  • flexibility - people do no need to be at their own computer because their emails can be accessed at different locations, such as internet cafès
  • time saving - one email can reach a wide audience and aid communication across different groups
  • record keeping - emails can be stored easily and used to record events
  • ecology - emails can save on paper and printing costs

Email - disadvantages

  • emails that are 'fired off' at speed - or read quickly - can lead to careless and inaccurate messages being sent and result in confusion and misunderstanding
  • even when internet and email facilities are set up and affordable, some people find emails too costly in terms of the time and effort involved
  • emails systems can become overloaded and crash, particularly if unsolicited 'spam' advertisements are not removed

Communicating at a distance

Letter Writing

The arrival of email has replaced some letter writing in professional circles. However, in other areas, such as appointments, letters continue to be used which makes it important to know the customary format used in letter writing.

Some key points to remember:

  • agencies can adopt different procedures, such as requiring all letters to be approved and/or signed by a senior member of staff
  • it is important to be courteous, clear, concise and to think carefully about wording and how the letter might be received
  • all standard letters need to be altered and read through carefully to ensure they cover the specific situation

Letter writing - advantages

  • letters can be received and accessed by the majority of the population, whereas email and phone contact is reliant on those technologies
  • writing carries a certain weight and authority that can be difficult to challenge (however, this can also be a disadvantage)
  • recipients often appreciate a letter more than an email, text or phone call because of the effort involved

Letter writing - disadvantages

  • thoughtful letter writing can be a time-consuming activity, especially as mistakes cannot be easily amended
  • writing carries a certain weight and authority that can be difficult to challenge (however, this can also be an advantage)
  • letters are not an instantaneous form of communication - they will invariably take 1 or 2 days to arrive (longer depending on the distance travelled) whereas emails and phone calls are immediate
  • poor handwriting can result in information-loss or miscommunication
  • letters are not backed-up (unless the writer makes a copy) so if the letter goes astray, the information will be lost

Communicating at a distance

Mobile phones and text messaging

It's becoming increasingly popular for people to use mobile phones as their main source of communication. These carry similar issues to using the land line phone, but there are some additional advantages and disadvantages to be aware of, so click the buttons on the right to explore them.

Mobile phone - advantages

  • immediate access if the mobile phone is on and within range of a receiver. This is particularly important as a protective measure when doing home visits
  • if the mobile phone is switched off or out of range, voice or text messages can be sent and picked up, responded to or stored at the recipient's convenience. This messaging resource is valuable when working with people who need messages that communicate encouragement, hope and possibility
  • phone calls to a mobile and their numbers can be noted, stored and retrieved at will

Mobile phone - disadvantages

  • immediate access can intrude into people's lives in ways that feel unpredictable and intrusive
  • mobile phones are dependent on receiving adequate reception, so phone calls can be made difficult or even cut off by poor signal
  • limited character space in text messages can cause senders to over-abbreviate their words, which can lead to misunderstanding and even offence
  • overuse of abbreviated spelling can lead to confusion and the habitual incorrect spelling of certain words

Communicating at a distance

Telephone

Many one-to-one conversations take place using the telephone. The phone is a particularly important means of communication at times of crisis. For example the Samaritans received 5 million phone calls in 2007 alone.

Telephone - advantages

  • an immediate, quick, easy, and accessible means of communication
  • a degree of control to both the caller and receiver in terms of how long the communication will last
  • anonymity when needed which can leave people feeling less guarded
  • textphones are available for people who are deaf or hard of hearing
  • the opportunity to communicate similar personal qualities that are evident in personal contact (warmth, care, concern)
  • a lifeline for people in crisis: phone calls to the police, fire, ambulance services regularly save lives

Telephone - disadvantages

  • not all people have - or can afford - a telephone
  • telephone vetting or diversion systems in professional organisations can block communication
  • unanswered phone calls can lead to a range of difficult feelings and fantasies - frustration, disappointment, despair and can prevent events moving forward
  • if the communication is highly personal, likely to be distressing or if reactions need to be observed, telephone contact is not appropriate - unless unavoidable
  • some people come across badly on the telephone which can lead to misunderstanding