Business leaders depend on emails and direct messages to deliver the information that keeps our teams advancing toward critical goals. These internal communications ensure teams remain aligned, informed, and agile, especially with the uptick in remote and hybrid environments. Nearly 40% of global knowledge workers are hybrid employees and 80% of companies allow remote work on some level. Our reliance on technology for internal communications is likely why people are spending one-third of their workday on email or messaging systems, and may receive hundreds of notifications daily. In this barrage of messages, the risk of critical information slipping through the cracks has never been higher.
For business leaders, this isn’t just a minor inconvenience. A missed message can bring productivity, collaboration, and revenue to a grinding halt. The need for a reliable system that guarantees message delivery is essential to both maintain operations and thrive as a business.
Costs of Missed Messages
A single missed message can cause a domino effect of consequences – disrupting operations and leaving teams scattered. The cost to every business will be different, but here are a few common examples of how a communication lapse can affect your organization:
- Damaging Client Relationships: A missed message that delays the delivery of goods or services can severely damage client relationships. Imagine a hospital’s medical imaging team misses a message about equipment being offline. The delay could prevent a patient from receiving a timely diagnosis, eroding trust. When communicated in advance the patient may be more understanding than having to wait additional time for the results of a scan. Given that it can cost five to twenty-five times more to acquire a new customer than to retain an existing one, ensuring seamless communication is crucial to maintaining client satisfaction and loyalty.
- Prolonging Data Breaches: Data breaches are a serious and increasing business threat. Secure networks and proper employee training can help protect companies, however there is always a risk of an attack. Globally, data breaches cost businesses an average of $4.88 million. Quick action minimizes damage but requires that IT teams and other employees receive timely notifications. A missed security breach alert could lead to a more severe compromise, especially if the breach affects customer data or financial information.
- Harm to Employees : Workplace violence is a stark reality around the world. In the U.S. alone, assaults resulted in nearly 60,000 injuries. When an intruder or bad actor is onsite, it can be critical to get out a message that is seen by everyone — and preferably one delivered silently — to keep everyone safe.
- Impacting Productivity : Employees rely on access to and use of the systems they need to perform duties effectively. Whether due to scheduled maintenance or unexpected downtime, if employees aren’t properly notified productivity can plummet. But those messages can get lost in the shuffle of an avalanche of other notifications, leading to unnecessary delays and frustration.
Level Up Message Delivery
Business leaders have many options for effective message delivery. Leveraging the right technology and communications best practices can ensure employees not only see, but act on critical messages.
1) Recognize High-priority Messages: Marking certain messages as high-priority can help them stand out. This approach requires clear criteria to avoid overuse of this designation. Working with division leaders and communication professionals can help define these parameters.
2) Use Repetition Judiciously: For planned priority messages, multiple notifications can help the message get through. Repetition can also be built into crisis communication plans to ensure important notifications are received even during unexpected events.
3) Use Text Alerts: Some companies rely on text alerts to send messages to employees’ mobile phones. However, some employees may be in meetings, on vacation, or in other situations where they can’t access these messages immediately.
4) Adopt Messaging Apps: Popular messaging apps like Teams or Slack are sometimes used to communicate quickly. Using system features that alert employees when they are offline or creating dedicated channels for urgent messages can help ensure important information is received. These platforms can add to the daily message onslaught if not managed properly and require that employees open the app or receive email notifications to see messages.
Desktop Notification Systems Draw Attention
One of the most effective solutions is a desktop alert notification system that delivers messages directly to employees’ screens and digital signage screens in foyers. These systems require action to dismiss the alert, ensuring that the message is seen and acknowledged, reducing the risk of it being overlooked.
The volume of information and pace of business are only accelerating, particularly as AI-powered tools and other innovative technology make it easier to access vital analytics and predict disruptions. The cost today of one missed message will also increase as businesses implement these new technologies, underscoring the need for reliable message delivery. By investing in effective strategies and leveraging the right tools, business leaders can ensure messages get through, protecting their operations and driving continued success.
Al Kingsley, CEO of the NetSupport Group, an international software company developing market-leading software solutions used by over 21 million customers, is passionate about technology and innovation and has dedicated his career to raising organizational performance and delivering project success. He is a Business Board Member for Cambridgeshire and Peterborough Combined Authority, Board Member of the Oxford to Cambridge Pan-Regional Partnership, Export Champion by the Department for Business and Trade, Forbes Technology Council member, and Chair of the British Education Suppliers Educational Technology.