When an organisation chooses how to communicate, it decides whether a message should be private or public. Private communication is only for the people involved, while public communication can be seen by anyone. Choosing the wrong type can expose customer details or hide useful information from the people who need it.
Use private channels when the message contains personal or confidential details. This suits customer queries about payments or orders, a customer's card or bank information, phone numbers or email addresses customers have given, messages between employees, and confidential business conversations. For example, if a customer of a small online plant shop asks whether their card has been charged twice for order 4812, that should go through email, voice communication or live chat, not a public post.
Use public channels when you want lots of people to see the same information. This suits product information, promoting sales, advertising price reductions and product advice. For example, a games shop could post that all board games are 20% off this weekend on social media so every follower sees it. Websites and social media are public, so anything posted there should be treated as visible to everyone, including competitors.
Email, voice communication and live chat are private channels, and so is a direct message. A public status update is a public channel. Email is useful for sending order confirmations or staff instructions, but it can be forwarded, so sensitive information still needs care. Do not email full payment details if a forwarded copy could reach the wrong person. Voice calls and live chats are private too, but live chat may keep a written record. Match the channel to the audience: private for individuals and confidential matters, public for information meant to persuade or inform a wide audience.
Pearson BTEC Digital Information Technology · Communication with Stakeholders