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How Digital Tools Connect Company Frontlines to the Board Room

Aware HQ
7/10/18, 11:05 AM

Business decisions are made in the board room, but they’re felt by front line workers.

Employees on the front lines are the first touch point to customers, the engine in the production line, and the personification of the brand. Knowing this, communicating effectively to every member of an organization can be difficult for an enterprise that has several thousand employees across various geographic locations.

The failure to recognize the importance of an open line of communication to and from front line employees not only threatens business sales, but also company culture.

The Entrance of Collaboration Tools for the Front Line

In the past, email and phone were king. As technology has evolved, these forms of communication have become sluggish and overused.

The average person spends 28% of the workweek reading and responding to email and overflowing inboxes have become a norm. Collaboration tools offer a solution to this antiquated system.

Collaboration tools like Workplace by Facebook and Yammer offer a unified communication platform for business leaders to connect with every tier of the business.

Executives, managers, and individual contributors can communicate in real-time on the same platform. Information from the front lines can reach the boardroom in seconds—eliminating delay and information silos. 

The Incredible Potential of Collaboration for Customer-Facing Workers

Front line workers are often the first public touchpoint with and receive immediate feedback from any brand’s most key critic—customers.

This can happen in a wide spectrum of roles, from retail clerks to nurses to baristas.  

For example, employees at Countdown Supermarkets used Workplace by Facebook to communicate an avocado shortage to their 18,000 employees, giving ample support to staff to identify substitutes and prepare for customer inquiries.

Common Barriers to Rolling Out Your Collaboration Program

If your organization is investigating a digital workplace initiative rollout, effective change management is key. Below are common barriers that organizations often encounter that can be easily alleviated.

Employee Training

Front line workers often do not have as much experience with digital workplace tools as office workers typically do. As a result, there may be a need for increased training for customer-facing employees. Communicate clear goals, direction, and guidelines to employees so that they can leverage the platforms effectively.

Inappropriate Employee Behavior

Access to a chat tool can lead to toxic activity from untrained or malicious employees poisoning company culture and health . Make sure to communicate clear guidelines of proper usage of the chat tool and consider implementing an employee monitoring solution to prevent a human resource or PR nightmare.

Insider Threats

As with any new technology, security is something that should be considered. In a collaboration environment, there is a risk of employees sharing sensitive information—maliciously or out of ignorance. Employees may share passwords, company information, and other personal identifiable information.


Aware is the industry standard monitoring and governance platform that enables safe and secure enterprise collaboration tool use.

Choosing the Right Collaboration Tool

 Collaboration tools are the next step in the digital transformation that is changing business as we know it by connecting employees of all levels. Different collaboration tools have different applications across different business environments, which is why choosing the right tool(s) is crucial for your teams.

  • Check whether your organization is prepared for a collaboration platform
  • Determine your collaboration needs—one-size-does-not-fit-all
  • Implement the right platform for your teams

Download our Executive Guide to Choosing an Enterprise Collaboration Platform to learn more about how to choose the right collaboration tool(s) for your organization.

 Download the Guide

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