Blog » The Reasons Why Employees Might Not Use Enterprise Communication Tools
5 Jan 2017 |
Team communication and collaboration tools have been strongly growing in the enterprise market in the last 2-3 years. More and more business communication tools and enterprise messaging apps are currently entering the market. The speed of innovation and development is extremely high. There is no end of the growth of the communication and messaging market in sight. Actually, the market just seems to be at the beginning of a growth curve. However, many tools fail to succeed in the enterprise and achieve the desired business results. The reasons are often evident and can be avoided in advance. Several tools don't get used by employees, because they don't meet the expectations of employees. Here is why:
Complicated User Interface
Employees look for a user interface like Whatsapp in a communication tool. Employees regularly use messaging apps like Whatsapp and are very familiar with its simple user interface. They expect an enterprise messaging app to have the same simplicity and functionality. If a business communication tool has a complicated user interface, which requires the employees to learn or change their consumer behavior, then there will be strong resistance by the majority of employees to use the new tool. The same is true if features are missing or require to change the user behavior of employees. So basically a more complicated user interface asks employees to change user behavior, slows down the roll-out, decreases user satisfaction and can easily break user adoption. If businesses want that employees broadly adopt and regularly use a communication tool, then they have to use an enterprise messaging app that has a simply and clean user experience like (or at least very close to) Whatsapp.
Several communication tools have too many features, which are hardly used. It is quite common that the majority of employees just need a subset of all these features and might only use 5-10% of them. Too many unnecessary features will make the user interface of a communication tool look cluttered and decrease user adoption. An example of this is "threading". Some employees might like, but for the majority of employees "threading" will make the user interface more complex, require learning, reduce messaging speed and decrease user satisfaction. Employees want the same feature set like Whatsapp for an enterprise messaging app: The majority of employees expect and will only use 1:1 messaging, group chats, photo, video, file, location sharing, voice messages, emojis and read receipts. Everything else is a nice to have and should not clutter the user interface or confuse employees.
Non-Scalable User Interface
Some communication tools have been built for small and medium-sized businesses. That means their feature set and user interface is optimized for these customers and their users. Often these tools are then offered to enterprise customers, where it turns out that the user interface does not scale adequately in an enterprise use case and/or does not meet the requirements of enterprise customers. An example of this are channels which are used in some IRC tools and messaging apps. After being used for some time in an enterprise, the classic channel user interface will show many many channels at the top and will require the user to scroll endlessly until she finds the 1:1 chats. As a consequence the employees get annoyed, because they always have to clean up the channels in order to get faster to the 1:1 chats, and user adoption decreases again. So while channels as such can be helpful for specific group communication use cases, the classic channel user interface is just not right for the enterprise.
We have recently written blog posts on the future of enterprise communication and the best enterprise messaging app for businesses, where you can find additional advice, suggestions and hints on the selection of the right communication and messaging tool for your enterprise. Needless to say, Teamwire's enterprise messaging app was built with all important use cases, requirements, interface criteria and benefits for businesses in mind and delivers the by employees expected user experience for a "Whatsapp for enterprise". If you have any questions, how an enterprise messaging app can be successfully adopted within your business, or would like to receive further information on Teamwire, please contact us.