WALTHAM, Mass.--(BUSINESS WIRE)--The quality of an organization’s communications directly impacts its bottom line. That’s what respondents reveal in a new survey conducted by Information Mapping, Inc. (IMI), provider of information life cycle solutions to leading organizations worldwide.
Nearly 300 respondents from finance, government, health care, high tech, insurance, and manufacturing took part in the survey. Findings show that 85% say that it is possible that their organization has lost business due to an ineffective presentation, proposal, memo, or e-mail.
Other key findings show that ineffective business communications are causing serious performance problems. Forty-six percent of the respondents report that their organization’s business communications cause mistakes and performance errors; 35% report underused content management systems or Intranets; 31% report high stress, low morale, or high employee turnover, and 24% report a swamped help desk or high support calls.
In addition, for those surveyed
The survey also finds that significant time is wasted in an average day reading and writing business communications, especially reading communications that are ineffectively written. Thirty-five percent say that the time wasted each day is up to 30 minutes; 44% say 30 minutes to one hour; 16% say 1-3 hours; and 5% say more than 3 hours.
Nearly 100% of the business professionals who took part in the survey say that writing business communications is “very or extremely important” to their success on the job.
The True Cost of Communications
If business professionals recognize that communications are important to their organization and to their own success on the job, why is so much time wasted reading, writing, and using ineffective communications?
According to Deborah Kenny, vice president and general manager of IMI’s Learning Solutions, “Managers feel they have bigger, more important issues to worry about – like poor sales performance, low customer satisfaction ratings, skyrocketing operating costs, failed audits, high turnover, or costly compliance or manufacturing errors. They don’t see that their organization’s ineffective communications are costing them money and are often the root cause of each of these problems.”
“One New England insurance company was able to improve employee morale and reduce unwanted turnover by fixing documentation that employees complained about every day,” says Kenny. “A major credit card company, for example, was struggling to reduce call center costs and improve customer satisfaction. The root cause was that average call times were taking too long because representatives could not find answers to customer questions in the documentation. Reorganizing and improving the call center documentation reduced call times by 20% and improved the overall quality of responses to customers.”
What can business professionals do to fix their communications problems?
Kenny says, “First, they can recognize the symptoms of problem communications. Then, they can rethink priorities and invest a little time and money. This simple formula can help solve some of those big business problems companies are struggling to overcome.”
IMI helps organizations worldwide optimize performance by teaching and deploying its Information Mapping method, a scientific approach for analyzing, organizing, and presenting complex information so that it is easy to access, use, and remember. Studies show that the method can decrease performance errors by 54%, increase documentation use by 38%, and decrease call volume by 80%.
For more information on the survey and how Information Mapping can help organizations solve communications problems
IMI delivers information life cycle solutions that bring order to the complexity of managing corporate information through Information Mapping learning programs, professional services, and technology solutions. IMI combines a 40-year history structuring, creating, and managing business communications for global organizations across all industries. IMI can be found on the Web at www.infomap.com.
Information Mapping is a registered trademark of Information Mapping, Inc.