Written communications include memos, letters, e-mail and other forms of digital communication, organizational periodicals, bulletin boards, or any other device that transmits written words or symbols. Why would a sender choose to use written communications?

• Advantages: Well, they’re tangible, verifiable, and more permanent than oral communication. Typically, both sender and receiver have a record of the communication. The message can be stored for an indefinite period of time. If questions arise about the content of the message, it’s physically available for later reference. This feature is particularly important for complex or lengthy communications. For example, the marketing plan for a new product is likely to contain a number of tasks spread out over several months. By putting it in writing, those who have to carry out the plan can readily refer to the document over the life of the plan. A final benefit of written communication comes from the process itself. Written communications are more likely to be well thought out, logical, and clear. Except in rare instances, such as when presenting a formal speech, more care is taken with the written word than with the spoken word. Having to put something in writing forces a person to think more carefully about what he or she wants to convey.

• Drawbacks: Of course, written messages have their drawbacks. Writing may be more precise, but it also consumes a great deal of time. You could convey far more information to your college instructor in a one-hour oral exam than in a one-hour written exam. In fact, you could probably say in 10 to 15 minutes what it takes you an hour to write. The other major disadvantage is the lack of feedback. Oral communications allow receivers to respond rapidly to what they think they hear. However, written communications don’t have a built-in feedback mechanism. Sending a memo is no assurance that it will be received and, if it is received, no guarantee that the recipient will interpret it as the sender meant. The latter point is also relevant in oral communication, but it’s easier in such cases merely to ask the receiver to summarize what you have said. An accurate summary presents feedback evidence that the message has been received and understood.