Companies neglect communications in downturn, says research

New research from Avaya published today reveals that businesses across Europe have let communication standards fall throughout the recession, with 70 percent of all companies which have been impacted by the downturn confirmed that at least some aspect of communications had been negatively affected, with the trend set to influence the European economy further if no action is taken.

55 percent of companies admit that internal communications have deteriorated, 52 percent acknowledge that customer communications have suffered and 41 percent claim that the communications they've received from suppliers have worsened.

“It’s clear that the downturn has exacerbated existing communications issues for businesses and, with the recession prompting customers to switch loyalties more quickly based on price considerations, customer service and communications are vital to regain confidence and market share,” says Michael Bayer, president, Avaya EMEA. “This report shows that companies should reassess the effect of the downturn on their internal and external comms, invest in the areas which will have most impact on the bottom line, and develop appropriate policies and procedures.”

However, businesses are also turning to new communications and social networking technologies, with the survey showing that among senior managers in Europe, 55 percent are making more use of technologies like smart phones and instant messaging, and of social networking tools such as Facebook, Twitter, and LinkedIn than they did 18 months ago. Interestingly, they also seem to have adopted these new communications media more readily than more junior employees (34 percent), who are normally portrayed in the media as the early adopters.