Communicating in real-time at work

1 July 2020

DWG’s research report “Communicating in real-time at work: the promise and the perils” explores the ways organizations and teams use real-time communication tools in their work.

Real-time communications, such as instant messaging, voice over internet protocol (VOIP) calling and teleconferencing have become central to how people communicate and work inside organizations. During the Coronavirus crisis these tools have assumed even more importance.

However, without strategy or governance, these channels can risk confusion among team members around which option to use and potentially cause dilution of messages, inefficiency in searching for information and data security breaches.

This research report explores how the capabilities to communicate in real-time in the workplace are changing the way we work. It looks at the current state of such tools, the benefits and challenges of how we use them, and present approaches and tactics for how to optimize their implementation, adoption and use by employees.

The report also includes a number of examples from organizations, and also includes an in-depth case study from Diabetes UK focusing on how they used real-time communication and collaboration to help retain a high-quality team.


An excerpt of this report is available as a free download. Please refer to the DWG Research Terms & Conditions of Usage before downloading.

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About DWG research

The Digital Workplace Group (DWG) carries out research into best practice in intranet and portal deployment. Covering the hottest topics in the intranet world, the studies we undertake are rooted in practical examples from among DWG member organizations as well as leading non-member companies. The results of this in-depth research act as a basis for decision-making, a source of ideas, and the basis for rich interactions between participants at DWG meetings. Generally, members are given exclusive access to our findings, although we do from time to time make a report available to non-members.

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