4 Challenges of Outdated Firstline Worker Communications

Posted by: Stacy Burris on November 2,2020

Each industry has their own version of a firstline worker.   They are the ones who often are the first point of contact between the company and the customer or world outside of the organization.  They can be found to  engage directly with the customer, fulfill product orders, build the product, or perform tasks that keep an organization functioning on a day-to-day basis.  Take a look at a variety of different industries and some of the job titles of their firstline workers.

Firstline Workers By Industry 

Firstline worker by industry

The onset of digital transformation has and continues to change they way we collaborate: IMs & chats, virtual meetings, emails, collaboration of digital documents I can go on and on.  Unfortunately, this transformation often does not make its way to the frontline worker.  Thus,  this group of employees, the ones who interact the most with the outside world, often feel cut off from communication with the rest of the company.  This leaves organizations wide open to challenges that impact productivity and performance.  Let's identify four challenges organizations face from failing to modernize firstline worker communications and the impact it has on the business. 

4 Challenges Organizations Face Today as a Result of Outdated Firstline Worker Communications.

1. Poor communication with management & the corporate office.

poor communicationCritical information such as decisions on new product promotions, pricing changes, updates to store hours of operation, and messages in times of crisis are delivered slowly.   This often results in confusion and poor performance.  

2. Lack of trust between managers, supervisors, and employees

In order for an organization to be highly functioning and effective, they need to have trust with their employees.  When communication is inconsistent and unreliable distrust manifests.  This often results in high turn over and increased costs in recruitment.

3. Difficulty managing schedules and tasks

schedules tasksOne of the most trying tasks of any manager is ensuring that all shifts are staffed. Especially in times of staffing shortages.  Identifying who is available, filling the hard to fill shifts, and avoiding burnout among the staff.  Having an outdated communication system could result in having frequent open/unmanned shifts and not knowing who is available to fill them.  In addition, establishing an open schedule where all employees’ schedules are visible supports the former challenge of building trust.  This level of transparency reduces questions of unfairness in terms of hours each employee receives in comparison to one another. 

4. Increased security risk from employees sharing devices.

More often that not employees aren't just sharing devices they are also are sharing an identity.   When these are in combination they result in an increased security and data threat.

Combatting These Challenges Through Continued Digital Transformation

Industries and organizations that continue to embrace modernizing and improving communication throughout their companies have a competitive advantage.   They empower their employees by driving higher levels of engagement through communication tools such as Microsoft Teams.   Teams gives the Firstline worker the ability to:

For more information on  how Microsoft 365 & Microsoft Teams can help empower your firstline workers contact PAIT Group's team of Microsoft 365 experts today.

Contact Us


Coming up on November 13th PAIT Group's, Stephanie Donahue will be speaking at M365 Chicago virtual event.  She will be Keynoting the Digital Modernization Track and addressing 5 Tips for Successfully Engaging Your Firstline Workforce.


Additional information on Firstline Worker Communications:

Topics: Communication, Microsoft Teams, Challenges, Microsoft 365, Firstline Worker

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