Technology Should Enhance Communication

How technology can enhance communication

Technological advances can benefit workplace communication, especially if the whole team isn’t physically in the same place. Here are some upsides of relying on technology for communication.

It lets you talk to someone in real time.

Innovative communication apps that are integrated into your business’s systems allow you to communicate with someone immediately. If there is an issue, all it takes is a quick Slack or Microsoft Teams message to ping your co-worker for help. 

“[At leading organizations], quick team alignments are handled through instant messaging, complex problem-solving through video calls with collaborative whiteboarding, [and] creative collaboration through hybrid sessions combining in-person and remote participants,” said Harmeet Bhatia, technical account manager at Amazon Web Services. 

With the proper technology, every employee becomes easily accessible via an internet connection. You can send and receive messages at any time and from anywhere. The most common workplace communication apps facilitating this immediacy include Slack, Campfire, Google Chat and Wrike. [Read related article: How to Use Slack for Workplace Communication.]

It allows you to be remote.

In today’s digital world, it’s optimal for businesses to be able to operate remotely. Video conferencing platforms such as Zoom and Google Meet let employees work from anywhere without sacrificing visual communication with co-workers and managers. Although being remote has drawbacks, including a limited employee culture, it’s valuable for a business to be mobile and flexible in this day and age. [Learn video conferencing etiquette tips] 

Online messages are more reliable.

Miscommunication becomes more likely when you rely on people to deliver messages — just think of the classic “telephone game,” in which a message gets distorted as it’s repeated from person to person. Forty years ago, clients or customers had to call receptionists to get in touch with a business owner. When a receptionist or assistant misunderstood what a client was trying to say, companies could miss out on valuable information, leading to potentially distasteful experiences for customers.

In contrast, when you send someone a digital message, they will receive the precise words you intended (not accounting for any misinterpretations, of course) and can refer back to your message as needed. Digital messages are also less likely to get lost than paper-based communications. 

Dmytro Zaichenko, public relations and outreach lead at Coupler.io, emphasized that digital messaging allows for superior clarity and structure in communication. “You have time to include all the details and polish your messages, which makes discussions and negotiations more meaningful and organized,” Zaichenko said.

Digital communication is versatile.

Technology can aid communication with both employees and customers. Some businesses use chatbots to talk with customers through social media or their websites. Other companies are developing their own digital communication apps so their clients can ask questions, leave comments and offer suggestions. This direct communication makes customers feel heard and helps you understand their responses to your products.

Other communication tools allow employees to display their ideas through presentations with PowerPoint or Google Slides, thereby promoting collaboration. They can share these presentations in online video meetings or in person through interactive displays. Regardless of whether all participants are in the same room, you aren’t limited to verbal communication. 

How technology can hurt communication

There are also downsides to relying on digital methods for communication. “Detrimental effects [of digital communication tools] mostly come from people overusing technology or neglecting basic communication ethics,” Zaichenko said. “These [tools] diminish the essence of human communication. People forget that they reach people, and they selfishly focus on what [they] can get ASAP.”

Consider these potential pitfalls to ensure you choose technology for the right situations. 

Technology does not always save time.

Technology is supposed to foster efficiency. Chat platforms and email empower us to immediately start a conversation from virtually anywhere.

Given the apparent time savings, it’s tempting to use email and other messaging platforms in place of in-person communication. However, technology may not always be the most productive communication method. 

For example, you may think emailing a company update to your entire office is the fastest way to get your point across to the most people. But here’s the problem: Managers and other employees will likely have follow-up questions, so you’ll end up spending more time fielding replies than if you had called a company-wide meeting.

To increase productivity and efficiency, workers must be mindful of how they spend their time. Technology’s job is to streamline schedules so employees can focus on more pressing issues. Yet sometimes people end up overextending these benefits to save time and use technology to replace crucial aspects of their jobs, like cultivating relationships with their co-workers. 

There’s more room for misinterpretation.

Emails, texts and chats are useful for instantaneous correspondence from any location, but digital messages can be easily misinterpreted. Some people don’t have the same knack for communicating over digital platforms as they do in face-to-face interactions.

If someone sends you a terse reply, are they brushing you off because they don’t like your idea or just trying to move through tasks quickly? Effective communication relies on eye contact and tone of voice as much as it does on words. Because online communications are mediated by a screen, digital communicators often lose the contextual information they need to have a productive and clear discussion and thus do not collaborate as effectively as they might have in person.

“In business, technology lets us move fast, but it can also lead to miscommunication,” said Scott Cohen, CEO of the email marketing platform InboxArmy. “Quick messages on Slack or Teams make things efficient, but they can create confusion or a lack of depth in discussions that would benefit from in-person chats.”

Poor communication leaves a hole that employees will fill with speculation rather than understanding. Consider the nuances of your writing before you interact with someone online, because abridged interactions can have serious consequences. [Learn whether to use emoji in business communications.]

Technology weakens personal relationships.

Technology allows us to easily connect with people around the globe, but what about the people right next to us? Instead of meeting with a friend for coffee, we might do a quick check-in via text. As face-to-face interactions ebb, our in-person smiles have been replaced by emoji that seem more like punctuation than emotional cues.

The same is true at the office. Most of our interactions nowadays happen over a computer rather than in person. When we’re more familiar with our employees as usernames or email addresses than as individuals, it can hinder the development of quality relationships.

Without strong communication, we also eliminate the most valuable components of a great team: collaboration, loyalty, engagement and camaraderie. Without in-person interactions, colleagues are less empathetic toward one another and feel more isolated.

Technology is distracting.

Mobile devices can distract us from important tasks. For instance, drivers become distracted when trying to talk or text on their cell phones. 

Technology can also be a distraction in the office, as messaging is often used for both personal and professional purposes. If someone uses the same smartphone or social media for both personal and professional communication, their personal messaging will likely interfere with their work tasks. 

Technology can be overwhelming.

Nowadays, it’s easy to suffer from digital overload. “Technological evolution has also introduced the challenge of … workers [needing to] navigate multiple communication channels, leading to cognitive burden and potential productivity losses that organizations must actively manage,” Bhatia said.

But this downside of business communication has a clear solution. Establish clear response time expectations, “define ‘do not disturb’ periods and create explicit guidelines for platform usage based on communication type,” Bhatia said. “The key to success lies in balancing technological efficiency with authentic human connection, ensuring that digital tools enhance, rather than replace, meaningful workplace interactions.”

How to develop the right communication style for your business

Whether technology enhances or hurts your communication depends on how you use it. Here are some tips for crafting the right technology-driven communication style for your company.

Determine which communication methods and platforms work best for your business.

Your company likely uses many of these tools, but you should make sure to select the right channel for each business need.

• Email: Email is often used for simple updates and questions. It’s not a good tool for complex plans or issues.
• Instant messaging: Platforms like Slack allow you to communicate with people through different online channels in either individual or group chats.
• One-on-one conversations: One-on-one conversations are most effective for training and professional feedback.
• Team conversations: This format is effective when your employees work on projects with multiple people occupying different roles. 
• Group meetings: These should occur sparingly. Group meetings are usually best for training or presentations.

Curate your internal messages. 

When you send digital communications to employees, make sure you consider the most valuable information to deliver. You also may want to account for potential questions so you spend less time answering follow-up questions.

Ask for feedback.

Regardless of the communication method, feedback from your employees is invaluable. Create a standardized process for receiving feedback, and implement an open-door policy to ensure employees feel comfortable approaching you via their preferred method. Establish ways for customers to submit feedback, too.

Determine the best time and platform for communication. 

If you’re using multiple platforms to communicate, pay attention to colleagues’ availability and deadlines. That way, you can have your message ready when they’re available and you don’t interrupt important work.

Seize opportunities for in-person interaction.

In-person conversations are best for boosting morale and improving company culture. Even if you rely primarily on digital communication tools, don’t pass up chances to host face-to-face conversations. These are great opportunities for one-on-one bonding and team building.

Use your company values to inform your communication style.

If your company’s mission statement emphasizes a certain value, ask yourself how you can create communication systems, channels and expectations that adhere to these principles in the short and long term. Then, get your team’s input on how to incorporate your values into your company’s communication style.

“At InboxArmy, we emphasize transparency and directness,” Cohen said. “That means balancing digital tools with face-to-face check-ins whenever possible, even if that’s just an occasional video call. Ask your team what works for them, and make it a living conversation.”

Technology should be a boon, not a burden

Technology has enabled fast, convenient communication, but there are times when it cannot replace in-person interactions. Tech-driven communication can be appropriate if you know when and how to use those tools. When you use technology mindfully and purposefully, it will help, rather than hurt, communication across your organization.

Max Freedman and Aisha Babangida contributed to this article.