Discussion Questions: Week Four

3). Pick one concept from the reading (either Epstein or the Small Group Comm book) and discuss it in detail.


I have decided to choose a reading from Small Group Communication Book by Dan O'Hair and Mary O. Wiemann. I would like to discuss the "use of communication channels." There are two different channels  in companies. The first one is formal channels where communication pathways must go through different managements or departments before reaching to the bosses (if it even gets that far ). This channel of communication is seen in many companies. I remember calling AT&T about my internet bill because the bill was addressed to Jenny not Ellene. I do not know how the operator misheard my name but on the billing statement said Jenny. So I first talked to customer services of sales where the operator verify who I was with my Social Security number; since my name was incorrect. Then she asked me what I needed her help with. I told her how the billing statement was incorrect. Then she transferred me to another operator in the AT&T internet service. The operator there again had to verify who I was. After stating what I needed help with. The operator apologized about the the misunderstanding, but then she stated she couldn't help me. This was the wrong department. Again, she transferred me. Now, I believe the operator transferred me to a technician that assist in setting up new accounts for new customers. The technician assisted me with the issue and it was quickly resolved with a few questions and like magic it was done. But honestly, did it have to take nearly 45 minutes calling and being placed on hold just to get to the right department? That is a major flaw in the formal channel of communication. Its a long painful process of hoping the next person you speak to is the right person. It reminds me of a shooting game either you hit or miss.


Last post! Yay! Have a great weekend! :]