Life is a balance…often delicate and extended into even tech. The greatest challenges in business process system design center around providing client side flexibility and customisation while simplifying and trying to eliminate unnecessary choice. When it comes to automating communication the same questions of balance arise; a blend of automation and personalisation is required for the communications to be effective and authentic.
By triggering communications the aim is to notify or inform the right people at the right time and eliminate the human error element that may see mission critical information transfer fall through the cracks. In the realm of peer to peer (internal) communications the balance tends towards the automation end of the scale and when communicating to clients (external) the balance moves towards the personalisation end of the scale.
For internal triggered communications our view is that much of the risk can be removed and that time can be freed up for other tasks if a system can facilitate the notification on behalf of users. Actions should trigger information transfer, at the actual action date and time so that users effectively communicate with each other by just fulfilling their primary business functions.
Inherent, built-in notifications triggered automatically, mean not only that everyone knows what they need to know at the most appropriate time to know it, but also saves the “sender” of the information the time taken to construct and push the communication. All this while eliminating the risk of the communication being sent late (or too early) or even not at all.
An additional benefit of electronically triggered communications is that an audit trail is naturally created allowing a history of communication to be queried for troubleshooting and incident reporting.