Lost in Transmission
Choosing the Right Communication Tool in Automation & Manufacturing
Communication is critical in industrial automation, robotics, and manufacturing environments. Using the wrong method can lead to delays, inefficiencies, or even safety issues.
Choosing the right communication tool depends on several factors:
Urgency – Do you need a response immediately or can it wait?
Active vs. Passive – Does the recipient need to engage right away, or can they respond at their convenience?
Context – Are you discussing a technical issue on the factory floor or coordinating a deal with an OEM?
One thing to note, however you choose to communicate, you need to DO it. The biggest problem I see at most companies lack of communication. Knock down the silos and talk to each other. You will be amazed at how much easier your job will be.
Let’s look at several common forms of communication and discuss the pros and cons of each and when they are best used.
📱 Text Messages (High Urgency, Active)
These are best for quick messages that need an immediate response (and for the hilarious GIF you just found):
Service Technicians: “Machine is down at Plant 3—ETA?”
Logistics Coordination: “Truck delayed, need to adjust install schedule.”
On-Site Emergencies: “Safety issue—meet at control room ASAP.”
Texts however should be avoided when discussing things such as:
Engineering discussions requiring diagrams or technical details
Contract negotiations or formal business communication
Topics that require traceability
When more than 3 people are involved in the conversation.
📧 Emails (Medium-Low Urgency, Passive)
Email, the old standby is best used for detailed messages that need to be traced or tracked.
Customer Relations & Proposals: Sending project quotes, contracts, or technical documentation
Engineering Change Notices (ECNs): Formal change approvals and specifications
Project Updates: Summarizing milestones, risks, and next steps for all stakeholders
Company Announcements: policy changes or announcements that affect everyone or large groups
Emails need to be avoided when there is an urgent need for reply. This is a passive form of communication and you cannot rely on a quick turnaround(or one at all; we’ve all had emails lost in the piles we get everyday)
Time-sensitive production issues (text, phone, or Slack/Teams is better)
Topics requiring real-time discussion (Slack/Teams or meetings work better)
When more than 3 people need to weigh in on an opinion
Short, simple questions that could be handled with a quick message
💬 Slack/Teams/Discord DMs (Medium Urgency, Active)
Slack, Teams, Discord… all of these collaborative messaging systems have gains tremendous popularity in the last few years. Personally I love Teams and have lived in it for a number of years. It allow you to segregate projects and topics and keep a history of the decisions and conversations. I also like the threaded conversation feature that it allows you to organize your talks. These services are best for:
Quick Technical Questions: “What’s the IP address for the PLC on Line 4?”
Internal Collaboration: “Hey, can you review this HMI mockup before our meeting?” When you have more than 4-5 people who need to weigh in on a subject.
Brainstorming & Ideation: “Thinking of using a different servo drive—thoughts?”
Document Collaboration: Instead of emailing that Excel sheet you need 15 people to fill out, upload it to Teams and allow everyone to edit at the same time.
These software suites are not the best for:
Customer interactions (email or phone is more professional)
Sensitive discussions that need a formal record (although you can have private channels).
Replacing proper documentation (always log final decisions via email or in an electronic document). Think of teams/Slack as the playground sandbox where you test your theories… then they become record after.
☎️ Phone Calls (High Urgency, Active)
The good old fashioned telephone. GEnZ’s Bane of existence (sorry guys, you just don’t use them). Nothing beats picking up the phone for:
Factory Floor Escalations: “The robot is throwing fault codes—what should we check first?”
Customer & Vendor Negotiations: People can ignore emails. They can’t ignore you once you are on the phone (I supposed they could hang up on yuo..)
Critical Project Coordination: “Need a final decision on control panel specs before we place the order.”
Bad news: It’s always better to deliver bad news on the phone or in person. The customer / vendor will be more likely to be slightly forgiving if you are talking one on one.
While I believe the phone is useful for most every situation there are some where it may not be the best:
Routine check-ins (better suited for DMs or email)
Simple questions that don’t require discussion (text or DM)
Conversations that need documentation (always follow up with an email)
🧑 In-Person Conversations (High Urgency, Active)
The old face to face. Have you heard the one about the extroverted engineer? He stares at your shoes, not his own, when talking to you. Have that in person meeting when:
On-Site Problem-Solving: e.g. troubleshooting a line stoppage with engineering and maintenance
High-Stakes Discussions: Negotiating project updates or trying to land that sale. People buy from poeple and they are more likely to buy if they casn look you in the eye.
Building Relationships: Strengthening customer or supplier partnerships at their facility, trade shows and more.
Bad News: When delivering very bad news (like a termination). Do not terminate people bua email or text. Just don’t. They deserve better.
When is in person not the best solution?
Topics that need a record for future reference (have the conversation but also follow up with a written record)
Issues that can be handled asynchronously to respect focus time
Non-urgent matters that don’t require immediate discussion (don’t stop by my office to ask me something thst could have been a yes/no Teams message…
Conclusion
Urgency Matters – Use the fastest method when time is critical (phone, text, Slack DM).
Active vs. Passive – Not everyone can drop everything for a message—choose wisely.
Document Key Decisions – What starts as a quick chat might need an email summary.
Adapt to the Context – The right tool depends on the audience (technicians, engineers, customers, leadership).
By using the right communication channel, automation professionals can reduce downtime, improve collaboration, and make better decisions—without wasting time on unnecessary meetings or endless email chains.
The Automation Navigator is brought to you by Elite Automation. Elite specializes in designing and implementing advanced industrial end of line automation solutions that enhance efficiency, reliability, and scalability for manufacturers. With expertise in robotics, ASRS systems and large material handling cells, they deliver turnkey solutions that streamline production while reducing costs and downtime. Have a visit at www.eliteautomation1.com
