Technology and Communication: How Tools Impact Connection

By Dr. Tonya Smith  |  10/14/2025

As a program manager and project manager, I have heard all too often that communication needs improvement during the lessons learned phase. Working with business leaders in an organization to assess their current state, I also hear that employees need better coordination, connectivity, and collaboration.

Even more often, the go-to suggestion is to use a new technology tool, such as an app, to solve the problem. While communication technology can be used to improve many business challenges, most individuals do not realize that technology alone will not solve behavior problems.

Effective Communication Methods in Groups

When people are brought together for a new team, assignment, or other work activity, communication during the formation stage must be intentional. During this time, a leader can help a team establish and agree upon communication methods. It is crucial that employees understand how, when, and with what digital platforms they should share information with their coworkers. 

For example, I was in a Project Management Office (PMO), and our team created a PMO charter. We spent time together discussing our values, goals, working norms, and preferred communication methods.

This process helped us to build social connections with one another and improved our collaboration. The importance taking the time to build a team during this stage cannot be minimized. 

By the time our PMO charter was complete, we had cemented our communication streams and knew how we would use communication technology to stay connected and aligned. Since our group was grounded in project work, we leaned into project management tools to help foster workplace communication. Project updates were shared in project meetings using technological innovations. 

Most of that PMO group consisted of hybrid employees, who worked in the office a few days per week while also enjoying the benefits of remote work. However, there were quite a few who were in the office full-time.

We agreed that for big discussions and decisions, in-person interactions would be limited, so that the whole PMO team would feel included. We agreed to include everyone who should be aware of the information or needed to be actively involved for transparency. 

We used video conferencing platforms for full-team conversations and collaboration. This way, geographically dispersed teams could effectively communicate through intentional leadership, which set them up for success. 

We chose Slack® as one of our communication technology tools. Slack has minimal security risks, but it also offers the option for many different group chats. It is a great way to focus and share concise pieces of information without bogging down people in emails.

Also, we created project-specific channels that let members send short communication updates using instant messaging. When needed, others used them for follow up questions or clarification. By having a designated project channel in Slack, everyone had access to real-time information.

Naturally, we used emails for formal communications, especially with external stakeholders and clients, and information that required longer communication. Emails are effective for communication such as:

• Approvals
• Reports
• Detailed instructions
• Large audiences 

Business Communication Must Be Inclusive 

As companies and workplaces grow, so does the need to collaborate in today’s world. Effective communication begins with intentional behaviors.

Communication systems can enhance our focus and group’s connectivity. They can even help us lead our companies more efficiently and effectively. 

Online communications can seem daunting and overwhelming. Very often, we believe we have communicated something to our team, when in fact we did not.

For instance, we may not have included everyone who needed to know information or some vital pieces of information may have been left out. Clear communication means involving the people who need to know – in the way they need to receive the information – and using the appropriate communication channels. 

Digital Communication

In the age of social media, business and personal lines can blur. Nonverbal communication now includes liking or following content on platforms such as LinkedIn.

Also, employers are gauging our interpersonal skills based on our internet behaviors and messages. The way we communicate online can harm our business relationships, whether we know it or not. 

However, there are benefits that we can gain from communicating digitally. Social platforms offer training, including how to write professionally, for working adults. 

Digital communication reduces the need for in-person communication and meetings. That frees up more time and provides opportunities to focus on working with more diverse business partners and companies.

Nonverbal Communication and Active Listening

One thing that has not changed in the world of business is the need for interpersonal skills, active listening, and improved collaboration, no matter what your position is in an organization or group. Nonverbal communication is just as important as our verbal communication. For instance, much information can be relayed through:

• Body language
• Facial expressions
• Eye contact
• Speech – especially emotional cues

That is why 99% of the time, I recommend a video chat when a meeting is virtual. Being able to talk face to face, even on screen, can improve communication and understanding with other people. 

Nonverbal communication is communication, even on Zoom® calls. During a video call, everyone can tell that you are multi-tasking and distracted from your facial expression. It’s better if you stop and focus on the messages that others are conveying.

Building Trust with Communication Technology 

How employees perceive their leaders plays a large role in the leader’s ability to manage and sense of trustworthiness. I have worked in environments where employees actively tried to sabotage projects and organizational efforts.

The ability to collaborate and connect with individuals requires a foundation of trust and encouragement of innovation. Employees must believe that they are valued and that their leaders have their best interests in mind. 

When people are empowered and have the information they need to do effectively contribute, they will. However, in an environment where information is hidden and the culture perpetuates a “they don’t need to know” mentality, messages are received in a negative way. 

Artificial Intelligence and Its Role in Communication

No matter where I am lately, the topic of artificial intelligence (AI) comes up. For as long as they have been around, computers and technology have been a source of excitement and hesitation for individuals. When the internet entered the scene, work changed.

Artificial intelligence is no different. According to Appspace, AI can improve our workplace communication. It can assist us in in several ways:

• Providing greater insights into what we want to communicate
• Generating effective content that people want
• Improving employee understanding and productivity
• Acting as a personal assistant that can handle routine tasks

As an operations and program manager, AI has empowered my ability to streamline processes and generate content for workplace efficiency. In my classrooms, I use AI to generate prompts that challenge students to use AI responsibly, while analyzing the gaps it can produce.

However, any communication messages generated by AI technology must be evaluated for accuracy. Also, they must be supplemented with human experiences to encourage connectivity, which is often missing from AI.

In many cases, AI misses the mark on visual communication tools and images. However, the benefits of AI technology continue to increase.

The 7 Cs of Technical Communication 

In a Revolution Learning and Development article, the author noted, “The 7 Cs is a checklist for ensuring your emails, meetings, calls, reports, presentations and other methods you use to communicate are clear and that the recipient gets the message.” Even when using communication technology, your messages should be: 

• Clear – easy to understand
• Concise – focused and without unnecessary words to keep the audience’s attention 
• Concrete – facts, examples, or data are provided, instead of vague statements 
• Correct – accuracy in grammar, spelling, terminology, and information
• Coherent – logical and well-organized 
• Complete – all the necessary information is provided for a specific audience 
• Courteous – the tone of the message is polite, respectful, and professional 

After 20 years in the business world and working with a variety of companies, what I have concluded is that leadership and communication require authenticity and intentionality. We are successful when we:

• Understand the ask from the client
• Deliver the products or activities
• Communicate the outcomes to them

When someone has to reach out for information, I view that as a failure on my part to communicate. When I use the tools at hand and proactively lead the initiatives, the whole team wins. 

Technology Tools and Communication

Tools like Slack, Microsoft Teams®, Rocket® Chat, and Google® Chat offer an organization a variety of ways to communicate and send message. While face-to-face communication is nice, technology has continued to evolve and employees must focus on crucial initiatives, no matter where they are. Leaders must be aware of individual competencies and offer training to those who need it. 

Project management tools are another effective way to communicate in an organization. Smartsheet®, Microsoft Project®, Asana®, and Monday.com® are just a few of the platforms used by project managers to manage projects and lead employees.

Depending on the technology, the goals and user experience are different. Each of these technology tools has their own benefits and drawbacks. 

Technology and Aiding Classroom Communication

In the world of education, adult learners have their own communication technology. In 2019, the University chose D2L’s Brightspace® for students’ classroom content. In the platform, students can instant message their instructors. 

A recent upgrade included a private 1:1 discussion area for instructors and students to ask questions, in addition to a general classroom discussion area. Students can also email or call their instructors when necessary.

Technology enhances our workplace communication and collaboration wherever we are geographically. From my own experience, I think that companies’ blaming communication problems on employees who work remotely is an easy excuse. I have worked in environments where individuals felt excluded and alone, even as they sat in a room with their peers.

Technology alone cannot solve behavior problems in business, but it can be used to empower our employees. When used effectively, technology can improve relationships, enhance communication and increase innovation. 

The B.A. in Communication at AMU

For adult learners interested in improving their communication skills, American Military University (AMU) offers an online Bachelor of Arts in Communication. In this degree program, students will take courses that cover topics such as public speaking, social media and society, and intercultural communication. Other courses include communication research skills and communication theory.

This degree program has two concentrations:

• Strategic communication – designed to prepare students to become communication leaders
• Digital communication and media design – intended to aid students who will need to know how to communicate in a regularly changing technology world

For more information, visit AMU’s arts and humanities degree program page.

Slack is a registered trademark of Salesforce, Inc.
LinkedIn is a registered trademark of the LinkedIn Corporation.
Zoom is a registered trademark of Zoom Communications, Inc.
Microsoft Teams is a registered trademark of the Microsoft Corporation.
Rocket is a registered trademark of Rocket Software, Inc.
Google is a registered trademark of Google, LLC.
Smartsheet is a registered trademark of Smartsheet, Inc.
Microsoft Project is a registered trademark of the Microsoft Corporation.
Asana is a registered trademark of Asana, Inc.
Monday.com is a registered trademark of Monday.com, Ltd.
Brightspace is a registered trademark of the D2L Corporation.