Choosing the wrong communication tool creates unnecessary confusion and work.

I compare each option using four questions:

  • Will the conversation become useful documentation?
  • Can people respond when they are available?
  • Can the group work through a complicated idea?
  • Can the result be shared with more people?
Mode Permanent and async Quick Detailed discussion Scales
Forums Yes No Yes Yes
Documents Yes No Yes Yes
Email Yes No Yes Yes
Chat No Yes No Yes
Phone call No Yes Yes No
In-person meeting No No Yes No
Video meeting No No Yes No

There is no best mode. Chat is useful for a quick question and terrible for a decision that someone will need to find next year. A document is good for deep, permanent context and slow for an urgent discussion.

Choose the tool based on what the conversation needs, not on what the team happens to have open.