The future of business communication through technology tools
A supplier emailing a specification and a technician walking a customer through a fault are both communicating, but they need different tools. Email leaves a record that people can consult later. A voice or video call lets two people work through a question together while it is still in front of them.
When this piece was archived, Skype and Google Talk were familiar examples of that shift. Businesses were also using social networks to talk to many customers at once, and conferencing tools to bring colleagues together across cities. A support team could help a distant customer without waiting for someone to travel.
The choice of channel affects the work itself. A short call can resolve an ambiguous request, but the agreed specification still belongs somewhere both parties can find it. The tools have changed since the piece was written. That practical distinction endures.