by Business communications consisted of formal business letters and a conversation in the boss’s office. Today’s technological advances have moved communications into a new realm, where messages are delivered almost instantly, tasks are assigned and managed by computer programs and people are even removed from the communications equation. And while most advances have improved workflow and efficiency, some concerns about the quality of business relationships have surfaced.
Continued Evolution of Email
Perhaps one of the most obvious developments in business communications has been that of direct correspondence through email. Although it’s existed for almost 50 years, email has experienced continual change. It’s gone from being simply a method of sending a message to becoming a means of workflow management. Within an email system users can:
- Flag priority messages and set tasks for follow-up
- Program alerts for when messages from VIP senders arrive
- Send automated responses when out of the office and unable to personally respond
Project Management Systems and Scheduling
Another use of technology in business is the implementation of project management systems for collaboration between employees. Workers no longer need to be in the same building or sit in a lengthy meeting to share their ideas. Whether they’re at the corporate headquarters or working from home, individuals can create task lists, assign work, upload content, set appointments and track progress all in one online application.
Automated Voice Systems Provide Service
Automated voice response systems are another way to provide customer service while allowing employees to stay focused on other tasks. Instead of a “live person,” the automated system handles the call and either directs the customer to the appropriate individual or retrieves data and communicates the basic information requested by the caller. Similarly computer “bots” handle online requests for information through live chats. Customers feel like they are being served by a live representative, but often the site is served by a computer programmed with basic responses to routine questions.
Artificial Intelligence Engages in Marketing
Artificial Intelligence (AI) systems are being used to predict and influence future sales based on consumer preferences. Knowledge of customer preferences in real time can assist marketing departments in determining where to spend their money by tracking trends more closely and adapting promotional and sales efforts. The streaming entertainment industry, for example, suggests additional programming based on shows already being watched. “Because you watched this … you might enjoy this.”
Easy Collaboration with Remote Workers
The gig or freelance industry has also grown dramatically because of technological advancements that allow talented workers to be hired and perform remotely for an organization. Needs can be posted online and workers hired, sometimes within hours. Freelancers can collaborate with managers and employees through project management platforms, without any one-on-one interaction. The cost savings by using contractors adds up as companies save time and effort by not hiring and managing long-term employees.
The Downside of Technology in Communications
Despite the savings to companies, there are some negative effects to this surge in technological integration into business communications. Some studies have shown a decrease in productivity over the long term due to an “always connected” lifestyle fueled by easy access to information. Many employees may never actually take a break from the work routine because they are always checking email or status updates on a project through a mobile app, resulting in high levels of stress and increased illness. Additionally, many workers are lacking in proper sleep, less connected with people outside the office and lacking the ability to relate to each other in face-to-face interactions.
