Technology simplifies communication: this is a fact of the modern world. Despite this, there is growing evidence of fragmented communication in the workplace. New research on workforce communication released by business communication leader Mitel found that while 93% of its respondents think that communication tools are integral to business operations, only 34% of workers find these tools to be highly effective. There is an apparent gap between the deployment of tools and the needs of the employees, and this chasm only tends to widen with every new piece of tech that is added on without a careful evaluation of the needs of the workforce. In the AI era, gaps in communication within teams that are already fragmented due to altered operations could cause serious issues if left unattended.
The fragmented nature of communication in the workplace doesn’t just affect an employee’s mood but also interferes with their ability to perform their jobs. (Image: Freepik)
The Cracks Require a Closer Look: Fragmented Communication in the Workplace Can Prove Costly
Mitel’s new State of Workforce Communication report offers us a closer look at the rising challenges in daily operations, and its findings deserve a closer look. The report, which involved a global survey of 2,000 IT decision-makers (ITDMs) and desk and frontline employees, explored their experience with communication tools in the modern workplace. The data showed that 63% of workers find themselves under pressure to “make it work,” even when the communication systems are not specifically designed for their needs. About 71% of frontline workers reported feeling the same.
“Organizations are making significant investments in AI, communication infrastructure, and modernization. Yet more than half of employees report that these tools fall short at the moments that matter most. The challenge is not a lack of technology, but a lack of alignment with the realities of work. In fast-moving, high-pressure, and increasingly mobile environments, communication must be immediate, reliable, and context-appropriate, or it risks breaking down precisely when it is needed most,” Eric Hanson, CMO at Mitel, explained in the report.
“What also emerges from this study is a simple but critical insight: control and employee experience are not competing priorities, but deeply interconnected ones. Closing the experience gap is now essential to reclaiming control and ensuring that communication investments translate into real-world performance and impact,” he added. The modern workplace often treats business investments and workforce-oriented investments as separate considerations, but investing in one without taking the other into account opens up new issues in daily operations.
The Communication Problems Faced by the Workforce Don’t Just Affect Them Alone
An overreliance on communication tools doesn’t appear to be the worst problem an organization can have. After all, it’s often better to have these tools available in case they’re needed rather than regret not having them at all. But this can be a short-sighted approach. Part of the challenge employees face is the number of communication tools they are required to navigate. Fifty-seven percent of workers state that they waste much of their time switching between tools, with 50% of frontline workers reporting pressure to do so during busy or critical periods of operations.
This struggle isn’t just a matter of convenience or preference, but actively interferes with their ability to perform their jobs. When employees are stuck juggling tools to ensure they communicate in a timely manner, their attention towards other matters wavers. Investigating the matter further, the report found that 54% of workers experience delays in their schedule or in their response time as a result of this distraction. Similarly, 46% add that this fragmented communication system at work affects their quality of service, while 35% even believe that this issue creates safety risks for customers, patients, or staff.
There is also the matter of security. Overwhelmed by internal communication tools and uncertain about where to turn, workers can find workarounds without explicit company approval. Over 76% of workers admit to using non-approved communication channels for work-related purposes, and this opens the organization up to unexpected risks. Much like unauthorized AI tool usage can risk data leaks and compliance breaches, the use of communication platforms that haven’t been secured for business use can result in a security breach that proves to be detrimental to operations.
The Power of Simplicity Should Not Be Underestimated
These communications problems in the workplace don’t require organizations to entirely abandon the tools they rely on. There are good reasons why we have moved away from singular email IDs being our single point of contact for all operations. Just as we go to different social media platforms for different needs and formats, the apps and tools we have today serve very specific needs within workplace operations. But not all of them are essential at the same time.
Organizations must carefully review the tools that they rely on to understand which ones serve the needs of the workforce. There is a balance to be found between our reliance on technology, and finding the right mix depends entirely on the needs and goals of the employees of the organization.
Have you seen evidence of increasingly fragmented communication within the workplace? Share your experiences with us in the comments. Subscribe to The HR Digest for more insights on workplace trends, layoffs, and what to expect with the advent of AI.
