Reviewed by Simon Hall, Course Lead at the University of Cambridge Online, Director (Creative Warehouse), author and former BBC News Correspondent 

Over the past decade, technology has transformed the way we communicate in the workplace. The old days of waiting for phone calls are long gone – communication is now fast-paced, seamless and built for the global business world.

For business leaders, it’s crucial to keep on top of the advances in new business communication technology to make sure they are making the most of every opportunity to connect and collaborate. But they also need to be aware of some of the pitfalls posed by new technologies too.

In this article, Simon Hall, Course Lead for Cambridge Advance Online’s award-winning Compelling Communication Skills course, shares his views on the advantages and disadvantages of technology in business communication. And he offers some very practical examples of how we can harness new technology to become compelling rather than simply average communicators.

How has technology changed business communication?

Technology has revolutionised business communications and reshaped the way we work. It’s hard to even remember what the workplace looked like in the days before computers and the Internet were born. Remember days spent hunched over typewriters and encyclopedias or browsing through libraries to find the information you needed? It’s unthinkable to generations of tech-savvy professionals who have grown up with smartphones, laptops and Google. And AI is poised to introduce yet more revolutions to the world of business communications over the coming years.

Here are some of the changes technology has ushered in for business communication over the past decade:

Instant communications

Digital tools like Microsoft Teams, Slack and Zoom mean that coworkers can chat, meet and collaborate instantly, no matter where they are in the world.

Cloud-based collaboration

Cloud-based platforms like Google Workspace have made teamwork so much easier, giving colleagues the opportunity to share documents that can be edited from anywhere and at any time.

Artificial Intelligence (AI)

AI has introduced a plethora of communications possibilities, from chatbots that can handle customer questions 24 hours a day to AI-driven language assistants like Grammarly and ChatGPT. AI can help you tailor business communications and even translate your words into different languages.

‘Artificial Intelligence (AI), video conferencing, team chats, and all the rest, have a role to play in business communication, and a big one,’ says Simon Hall, who has 25 years’ communications experience as a broadcaster and author.

‘They can make our lives much easier and more efficient,’ he acknowledges. ‘But, with just a little thought, and remembering some important principles, we can use them to engage and energise, rather than just update and inform.’

The advantages of technology in business communication

Advances in technology have opened up numerous opportunities for businesses to improve their communications, both internally and externally, which has in turn had a huge impact on efficiency, flexibility and transparency in the workplace.

Remote work and flexibility

Remote work has become the norm for many businesses since the Covid pandemic, helping to reduce business overhead costs, improve morale and broaden hiring possibilities. More than a quarter of working adults in Great Britain (28%) were working on a hybrid basis in 2024, according to the latest Office for National Statistics(Opens in a new window) figures.

Clearer communications trails

New technologies have also helped businesses to create clearer records of discussions and decision-making, which, in turn, has led to greater transparency in the workplace. Tools like Trello, Asana and other cloud-based platforms help to make sure that coworkers are on track with collaborative tasks, while digital records of conversations help to keep shared workflows as transparent as possible.

Improved efficiency

The advent of AI and other technological advancements in business communications has also helped to improve workplace efficiencies by speeding up decision-making processes and streamlining workflows, as well as helping employees to work more efficiently.

Disadvantages of technology in business communication

While technology has undoubtedly transformed the way we communicate, it also comes with its fair share of challenges.

Information overload

The constant flow of emails, messages and notifications can overwhelm employees, reducing focus and leading to decision fatigue.

Reduced personal connection

Although it’s convenient, digital communication often lacks the personal touch, which can lead to misunderstandings and a decline in interpersonal skills.

Security and privacy concerns

Security risks and privacy are also significant concerns, with cyberattacks and data breaches posing serious threats to sensitive business information, as we have seen in the recent experiences of British retail giant Marks & Spencer(Opens in a new window).

Overdependence on technology

Plus, an overreliance on technology can leave businesses vulnerable to disruptions from outages or glitches, as we witnessed with the recent power outage(Opens in a new window) across Spain and Portugal.

In fact, the role of technology in business communication is a double-edged sword that requires careful management.

How to maximise technology in business communications

‘Technology has revolutionised business communication, but not always for the better,’ concludes Simon. ‘Technology has also made us sloppy. It’s turned us into adequate, OK, passable communicators, when we could – and should – aim to be outstanding,’ he says.

Below, Simon shares his thoughts on how to make the most of new technologies like email, AI and video conferencing to become a compelling communicator in the business world.

The art of email in business communication

‘The new world of tech at our disposal means we far too often send a message which is heard but not digested,’ he says. ‘Yet it doesn’t have to be that way. Because who wants to be ordinary when you can be excellent with your presentations, writing and storytelling?’

‘Email is a classic case of technology making us sloppy,’ he adds. ‘We write too much. Our messages lack focus. We just bash emails out without thinking about how to make sure they’re read, understood and acted upon.

‘The key point is to remember how many emails we all receive and send,’ he says. ‘We can save ourselves, our colleagues, bosses and customers so much time if we remember some simple guidelines, which are far too often forgotten.’

1. Find a good title: ‘It might sound like a small point, but the title/subject box of an email is critical,’ Simon says. ‘The content is wasted, however important, if it doesn’t get opened.’

2. Stick to one subject: Once you’ve chosen your subject, stick to that one idea in the body of your email, he recommends: ‘Mixed messages make a muddle in communication. One message per communique is the best way. This is business, time is money. Treat it as the precious commodity it is.’

3. Keep it short but sweet: As Simon highlights in his 10 top tips for effective business communication skills, it’s also crucial to keep your writing as concise as possible, whatever format you are using:

‘Consider it a point of honour to only use the words you need, then stop,’ he says. ‘That’s what the best writers do. Plant yourself firmly among them.’

4. Put the important information first: ‘Think about the order of the information,’ Simon suggests. ‘Use a journalist’s trick and put the most important points first, to ensure they get read. Remember how busy modern life can be.’ The same principles apply to chats on Teams, Zoom or whatever platform you might use, according to Simon. ‘Keep it short, sharp and simple,’ he adds. ‘Say only what you need to and stop. Make clear the importance of what you have to communicate, and put it right there at the outset.’ The pros and cons of AI in business communication ‘Generative AI can be a great help, yet it’s another area full of the danger of sloppiness,’ says Simon. ‘And that can painfully undermine our writing and presentations.’ ‘For me, there are two factors, and both are absolutely critical for true, cut-through, compelling communication,’ he says. ‘We’re talking the potent pairing of character and creativity.’

Character

‘People relate to character. It engages audiences, whether you’re writing or speaking. Character makes us smile, tickles our emotions, and creates a connection. And character is something AI just can’t do. Simply because it isn’t the unique, distinctive, human you.’

Creativity

‘The second element is creativity. AI can’t replace your beautiful human creativity. Forsake it, and your character, at your peril.’ ‘So, by all means, use artificial intelligence for ideas, structures and checking that you’re covering the right subject areas. But never forsake those human touches of character and creativity, which make for the most effective and memorable communication by far.’

For further insights into creating memorable communications, read Simon’s beginner’s guide to business communication skills.

The delights and dangers of video conferencing in business communication

‘Video conferencing has shrunk the world,’ says Simon. ‘With just a click, we can be present in an office on the other side of the world. Which is wonderful in a lot of ways, and so has made it the default manner of meeting for many.

But I think that’s a mistake. And here’s a case study from recent experience to explain why.

I was teaching public speaking and presentation skills to the leadership team of a mid-sized company. We were in a lovely hotel near London and there were 12 in the group. All was going well, and late in the morning we came to my favourite section of the workshop, on storytelling.

I introduced the topic and shared a story of my own about how to beat the dreaded imposter syndrome. I did so to illustrate the power of stories in engaging the emotions and being memorable. Then I asked the group to think about a story they might share with their teams to help motivate and inspire them.

There was a brief pause, as often happens at such times. These are high-powered people and sharing stories, which can be very personal, doesn’t always come easy.

Then one of the group told a story about the early weeks of her first job in management. She felt very isolated and unsure of herself, particularly as it was a big company and dominated by men. But she had been mentored by one of the more senior men who helped her find self-belief and she had flourished. She picked him out at her leaving event when she had become much more senior, one of the company’s stars. She thanked him and they shared a tearful hug.

The conclusion of the story was how she had learned the power of mentorship and wanted to be exactly the kind of leader that her mentor was.

The story was very moving and had everyone else in the room entranced, myself included. We were all nodding away, feeling the lows and highs emotion of the tale. And she, the storyteller, could see the impact her words were having and was encouraged to speak more and more fluently and hypnotically.

At the end of the story, there was a spontaneous round of applause. And from there, everyone else in that management team wanted to contribute a story of their own. All were fascinating and memorable, and all would have a powerful effect on anyone who heard them.

I had to drop a couple of the other areas I was planning to cover that day, but it was very much worth it to let the precious moment run. And afterwards, the boss of bosses told me it was the most extraordinary and powerful thing that had ever happened in a training course. His team had bonded in a way he’d never seen before and he knew they would go on to be better leaders of their own teams. All courtesy of those shared storytelling moments.

And so back to the point. Would that all have happened if we’d taken the easy way out for the workshop? Instead of the managers travelling from across Europe to get together in person, we’d met online?

I think not.

So, by all means use Zoom, Teams and all the other video conferencing platforms. They can be incredibly helpful in bringing people together fast, saving time and travel, and the associated environmental benefits that brings.

But! For gold standard, true meetings of minds, the most impactful of discussions, the most important of assemblies, there’s no substitute for being together, in person.’

Read more from Simon in his article about storytelling.

Embrace technology, but maintain balance

To get the most out of digital technology without stumbling into some of the pitfalls we’ve explored in this article – with Simon as our guide – businesses need a smart, balanced approach. Choosing the right tools, offering regular training and setting clear communication guidelines can keep teams connected and efficient.

Strong security measures are also a must to safeguard sensitive information. And, while the latest technological advances can make things faster and easier, it’s vital not to lose the human touch. As Simon’s examples illustrate, personal connections are still the backbone of great collaboration and great communication. By blending technological innovation with a focus on people and embracing powerful storytelling, businesses can stay ahead and thrive.

‘I think technology can be a great help,’ concludes Simon. ‘All I suggest is using it thoughtfully and carefully for the best results when it comes to business communication. I hope the insights I’ve outlined in this article will help you do so, and be efficient and effective, but also creative and compelling communicators.’

To make sure you and your team has the skills to harness the powers of new technology for business communication, why not sign up for our six-week online Compelling Communication Skills course.

Find out more about the course in this Q&A with Simon Hall and fellow Course Leader Professor Thomas Roulet.

Simon Hall

Simon Hall runs his own business communications agency, Creative Warehouse. He teaches writing, public speaking and storytelling skills at the University of Cambridge, for companies and in government. He’s also an author with 12 business communication books published and was previously a BBC TV and radio news correspondent.

Further reading

Read Simon’s book Compelling Communication(Opens in a new window), published by Cambridge University Press.

Find out why communications skills training is so important for businesses.

For more thoughts on mastering business communication, read this article on communicating your vision and ambition effectively.

If you’re communicating about science, head to our article on communicating about scientific research for inspiration.

You might also be interested in our course on intercultural communication for global business.