Communication Decision Matrix
Teams chat or Outlook email?
Stop guessing. Use this framework to choose the right communication tool every time.
The problem
- Important messages buried in chat
- Quick questions clogging inboxes
- Formal requests lost in casual conversations
- No clear paper trail when you need one
Most people use whichever tool is open. This matrix removes the guesswork.
When to use each tool
Teams Chat — Quick & internal
- Quick questions that need fast answers
- Informal team updates
- Ongoing project conversations
- Real-time collaboration
Rule: Internal + quick = Teams chat.
Outlook Email — Formal & trackable
- Formal requests or approvals
- External communication (clients, vendors)
- Official announcements
- Anything that needs a paper trail
Rule: External or official = Email.
Use this decision every time
- Is this internal or external?
- If internal, is it quick or formal?
- Does this need a paper trail?
When in doubt, ask: Would I want this in writing later?
Quick reference
| Scenario | Use | Why |
|---|---|---|
| Quick question to a colleague | Teams Chat | Fast, informal, internal |
| Budget approval request | Formal, needs tracking | |
| Client proposal | External and professional | |
| Project progress update | Teams Chat | Keeps context in one place |
Pro tip: It’s fine to start in Teams and follow up with email for documentation.
Want the full Foundations pack?
Take the quiz and download the FREE Foundations Workflow Cards
