A Generational Communication Observation: The Family Visit

This past weekend, as is customary in my family, Sunday is always a day to relax and visit family. My wife and I put the dogs (dressed in their designer clothes) in their car seats (yes, we are “those people”) and hit the road to our first stop – my grandparent’s house. Upon arrival, we always check the mailbox and bring in their mail.

My grandparents are always eager to get the mail and review every piece of it in detail. Whether it is a bill or an offer for free Air Miles, everything is read and reread in meticulous detail. As we sat there with my grandparents, I received a call from our next stop – my parents. They assumed we were stopping by and asked if we could grab their mail on the way in. My parents live in a housing development that has a community mailbox instead of home delivery.  Once we arrive, I grab their mail and my dad takes the pile (mostly consisting of junk mail) and quickly scans through it, throwing out the “junk” and keeping the rest to read.

Once we get home, I stop at our mailroom to grab our mail.  I quickly toss the “junk“ mail in to the recycle without giving it a second thought.  Given that my wife and I spend most of our time on either laptops, tablets and smartphones, most of our important mail such as bank statements and utility bills are sent to us by email or are paid via automatic payment.

Later that evening as I was prepping for upcoming customer meetings on communication strategy improvement, it dawned on me that my day was the perfect example of how people react to or prefer different methods of communication, many times depending on which generation they are from.

In an effort to prove this theory, I decided to call my parents and grandparents to find out how they pay their premiums and stay informed about new offers or products. As I had suspected, my grandparents prefer the traditional paper form of communication over email while my parents said it depended on the type of communication.

This further confirmed my belief that in today’s world, organizations need to offer a variety of communication channels for their customers.  Not only is variety important, but so is the fit between communication channels and customer preferences.  Organizations that find this “fit” will continue to come out ahead and will certainly attract and retain new customers regardless of their generation.

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc