Competent Communication Involves Using Technology

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Communicating competently in face-to-face situations is complex. Adding technology to the mix can present even more interesting opportunities as well as challenges (Cupach & Spitzberg, 2011). Can you measure the effectiveness and appropriateness of communication when you are on the phone or using a social-networking site in the same way as when you are communicating face to face? Research indicates that the answer is yes and no.

As we’ve seen, competent communication must meet the goals of the communicators and be effective and appropriate for the situation. But our goals can sometimes be enhanced by the simultaneous use of more than one technology. For example, while chatting online or on the phone, many people surf the Web to locate information to back up their arguments (Walther, Van Der Heide, Ton, Carr, & Atkin, 2010). If they were talking face to face with someone, surfing the Web might be considered rude.

The technologies you use can also change others’ perceptions of your communication competence. Texting a “thank you” might be an appropriate way to thank a friend for a compliment, but it probably won’t impress your grandmother after she gives you a generous graduation gift. She’ll likely be expecting a low-tech, handwritten thank-you note.

Finally, research shows that if you are comfortable with a particular technology, you will see yourself as more competent with that technology and use it to accomplish your goals more often (Keaten & Kelly, 2008). For example, you may feel comfortable applying for jobs online; you are familiar with the technologies involved and are willing to wait for an electronic response. You would likely describe yourself as competent with these technologies (Bakke, 2010), whereas your parents may question your use of them for job hunting if they are less familiar with them.