18. Remote communication
CHAPTER OBJECTIVES
• Define and discuss remote communication
• List types of remote communication typically used in the health professions: written reports, databases, telephone, video/teleconferences and the internet
• Describe the characteristics of remote communication
• Explain the advantages of remote communication
• Justify the principles for use of remote communication
• Develop strategies for appropriate use of remote communication including written information, telephones, video/teleconferences, email, search engines and professional chat rooms.
Remote communication involves communication that is not face-to-face or that occurs over large distances. Over the past 50 years health professionals have consistently used written reports and telephones as common forms of remote communication. Written reports and telephones traditionally communicated information about appointments, expectations, interventions, results, needs, future plans and various other issues related to people seeking assistance. Today, however, worldwide technological changes allow health professionals to communicate electronically through video/teleconferences and the internet (Higgs et al 2005, Mohan et al 2004, Purtilo & Haddad 2002). Such electronic forms of communication are called computer-mediated communication (CMC).
While there are advantages and disadvantages of new and old forms of remote communication, it appears that remote communication is a permanent feature of the twenty-first century.
REFLECTION
• Consider the amount of time you spend using remote communication. How many hours a day do you spend communicating via telephone calls, text messages, the internet (email and chat rooms) and Skype (or other forms of instantaneous remote video interaction and typing)?
• Why do you use these particular forms of remote communication?
• Which of these forms of remote communication experience the most disruption that is out of your control?
• Do you think everyone in your town or city would spend a similar amount of time each day using remote communication?
• Do you think most people have access to the technical forms of remote communication?
• With which form of remote communication do you feel most comfortable? Why do you think this is so? Does everyone you know feel the same?
Societies, professions, families and individuals respond differently to remote forms of communication. Remote forms of communication potentially increase the convenience and speed of communication (De Ville 2001), however these are not the only factors that determine responses to remote forms of communication. Each form of remote communication has specific characteristics that influence responses to it. These characteristics include convenience, control, speed of delivery, preparation time, level of formality and thought required, reusability, the presence of non-verbal cues to complement meaning, irreversibility, legal implications, security and access to appropriate technology. Many of these characteristics are desirable for health professionals, however, some have implications worthy of consideration (Mohan et al 2004).
Characteristics of remote forms of communication for the health professional
There are a number of characteristics of remote forms of communication for the health professional that require consideration (see Table 18.1).
| Key: Y = definitely a characteristic; S = sometimes a characteristic, depending on the situation; N = not usually a characteristic. | ||||
| Key: Y = definitely a characteristic; S = sometimes a characteristic, depending on the situation; N = not usually a characteristic. | ||||
|---|---|---|---|---|
| Characteristic | Telephone | Video/teleconference | Report | |
| Convenience | Y | Y | Y | S |
| Control for caller/sender | Y | Y | Y | Y |
| Immediate delivery time | Y | Y & N | Y | N |
| Quick preparation time | Y | N | Y | N |
| Formality required | S | S | N | Y |
| Thought required | S | Y | S | Y |
| Reusability | Y | N | Y | Y |
| Permanent record | N | S | Y | Y |
| Non-verbal cues present | S | Y | N | N |
| Legally binding | S | S | Y | Y |
| Availability | Y | S | S | Y |
| Reliability | Y | S | S | Y |
| Security | S | N | N | Y |
| Privacy | Y | N | N | Y |
It is interesting to consider the characteristics of each form of remote communication typically used in the health professions. The often-popular electronic forms are not as available nor as reliable as many suggest (Devito 2007). Many countries and rural areas do not have technological resources available, or such resources may be unreliable. Thus it can be difficult to achieve effective communication when relying on electronic forms of remote communication in the health professions.
GROUP ACTIVITY
• List the advantages and disadvantages of each of the remote forms of communication typically used in the health professions.
• Suggest ways to overcome the disadvantages.
Convenience, immediacy and cost are factors increasingly important in health services due to rising demand for, and in many places decreases in, resources and funding. Most health services adopt practices that increase efficiency and improve outcomes. Thus, many are adopting electronic methods for storing and accessing records, sharing techniques, and communicating within and beyond the health service (i.e. internal and external email) (Brill & Levine 2005). Many health services and professions promote electronic forms of networking for support and professional development of employees (Ellis et al 2004). However, the nature of the health professions suggests that direct personal contact will always be a necessary component of remote communication.
GROUP REFLECTION AND DEBATE
Explain why the following statement is or is not so:
‘Direct personal contact is a necessary component of remote communication.’
There is discussion about the ‘paperless’ modes of communicating because some health professionals still prefer hard copies of information (Purtilo & Haddad 2002). It is interesting but difficult to predict the preferred form of remote communication for the health professionals of the future.
Principles that govern professional remote communication
There are important principles that govern remote communication among health professionals (see Table 18.2). These principles relate directly to the characteristics of an effective health professional (see Ch 6), but are sometimes forgotten in remote (especially email) forms of communication (Devito 2007, Ellis et al 2004, Higgs et al 2005, Mohan et al 2004, Tyler et al 2005).
| *While ‘use’ and ‘avoid’ statements are repetitive and directive, they attempt to clarify meaning and avoid misunderstandings. | |
| **Technical terms are words that may have one meaning in everyday use but assume a different meaning in the context of professional communication. | |
| Use: * | Avoid: * |
|---|---|
• Polite forms of words and constructions • Formal language and expression • Clear explanations of any jargon or technical terms** • Correct spelling and grammar – always check before sending • Concise, accurate and clear statements – one idea to one sentence | • Abrupt, impolite messages • Colloquial or everyday expressions • Unexplained use of jargon • Spelling and grammatical errors • Long and rambling sentences |
The principles governing remote communication are especially important in health services that do not have support personnel to assist with preparation of documents. When individual health professionals compose and prepare written forms of remote communication, it is beneficial to ask a colleague to proofread the document (for spelling and grammatical errors, appropriate levels of civility and formality, and clarity and accuracy) before sending.
These principles or ‘points to remember’ govern all types of remote communication. In combination with these principles, the following strategies guide the use of the types of remote communication commonly used within the health professions.
Documentation: Written reports, medical records and letters
Consider the audience/reader
When writing in the health professions it is essential to consider who will read the completed document. If a report or letter is for several ‘audiences’ it is appropriate to use language and constructions suited to the individual least familiar with the health professions. Thus, if a specialist and the person seeking assistance will both receive copies of a document, it is important to explain all jargon and technical terms. If the document will be read only by other health professionals it is beneficial to explain only those terms that are not commonly known or are specific to a particular health profession. It is important to remember that some medical records may be required in court.
Stay updated, free articles. Join our Telegram channel
Full access? Get Clinical Tree
