Since the digital age began, each subsequent generation has become increasingly reliant on this technology and more averse to spoken words. If you want to move funds, you now use your banking app instead of calling the bank, and rarely do we call a friend or a colleague without messaging them first. And what would we do without instant access to news, social media, and business applications on our mobile devices?
The convenience of written digital channels means reporters can consider their answers carefully and take a break if they need to. You cannot pause a hotline call if something arises that needs your immediate attention. Even with the breaks, it typically takes a shorter amount of time to report through a digital channel than it does by phone. In a world where time is a crucial commodity, reporters will likely choose the speediest channel for making the report.
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Digital channels give the reporter the ability to control when, where, and how they report. They are more convenient, more comfortable, and more trusted than the telephone. To quote American writer and ecopragmatist Stewart Brand, “Once a new technology rolls over you, if you’re not part of the steamroller, you’re part of the road.” So next time your hotline programme is being reviewed, consider being the steamroller!
Copyright 2021 CEP Magazine, a publication of the Society of Corporate Compliance and Ethics (SCCE).