Our policy is to tell the whole truth and as little of it as possible.
—Anonymous railroad company leader
Formal communication channels represent the third communication source in any business (Figure 6-1). These include all printed, audiovisual, and Web-based communication, as well as the meetings that occur throughout our businesses. It's the formal way that we communicate, from memos, e-mail, voicemail, suggestion programs, business television, training sessions, newsletters, magazines, message boards, and bulletin boards to videos, postcards, teasers, banners, posters, paycheck inserts, kiosks, leader packets, audiocassettes, the Internet, and your intranet.
Formal communication media offer considerable ...