Is your organization optimizing mobile communication effectively for workforce and customer engagement?
Seems like old news, right? Mobile has been around for years: It’s no longer emerging—it’s here! Employees and customers expect mobile interaction with organizations and to have a consumer-grade experience when doing so. Yet, surprisingly few organizations are using mobile to drive engagement effectively.
- 90 percent of adults in the U.S. have a cellphone.
- 80 percent of adults in the U.S. ages 18-49 have a smartphone (64 percent of all adults).
- 97 percent of smartphone owners use text messaging—which is more than they use it for calls.
- 90 percent of text messages are read within the first three minutes, as opposed to email, where only 22 percent are read within the first three minutes.
As communicators and marketers, we ignore or under-utilize mobile communication at our own peril. Still, despite smartphone technology advances, we continue to encounter organizations that only use mobile for the occasional emergency or crisis notification (e.g., school’s closed due to snow—go back to bed, kids), including those with remote and hourly workers who aren’t tethered to a computer during the day and for whom mobile may be the only available channel for real-time communication.
The problem with mobile-accessed intranets
A number of organizations may provide mobile access to the intranet, or other company-secured website or portal, through single sign-on, social opt-in, or other forms of authentication. Intranets and corporate portals keep proprietary and confidential information securely behind the firewall,...
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