ABSTRACT
Communications Interactivity One of the more complex areas in the operation of a health care organization is interpersonal information transfer. It may be helpful in understanding this chapter to have a basic mental model of the communication process. One model might be that messages (signals) are human-formulated inputs that can be transmitted (sent) over an organization’s communication channels (analogous to the organization’s nervous system) to other designated humans (recipient interpreters) with an expectation of appropriate (responsive) action. The messages may be conveyed by voice (oral), in print (written), by displays (electronic), by nonverbal gestures (implicit signs), or by silence when messages could be given (implied consent to continued action). The messages may be conveyed or delivered directly or indirectly (by a third person) by speech, lecture, telephone, fax, e-mail, film, print, or other means. They may be proactive or reactive, advisory or directive, routine or emergency, confrontational or supportive, or in more than one language, code, or specialty means of expression. It may be a fuzzy ambiguous message intended to avoid accountability or a pure spin to avoid responsibility.
