In a world where you can FaceTime a friend, live-chat a brand, or host a global team meeting from your phone, it’s easy to forget how far communication has come. Just a few decades ago, we relied on landlines, faxes, and snail mail. Now, we carry miniature broadcast studios in our pockets and businesses have entire customer communications management software ecosystems to manage every interaction.
Whether you're exploring how communication tech shapes your customer experience or just trying to keep up with the tools your team relies on, this guide will walk you through it all, from the basics to the future of communication technology.
Communication technology refers to the tools, systems, and devices used to transmit information electronically. This includes the internet, smartphones, email, social media, radio, television, and satellite systems. It allows quick sharing of information worldwide, enhancing communication efficiency.
Each communication technology device has impacted the way information is circulated, and they continue to improve the communication experience.
At its core, communication technology is about using tools to send, receive, and process information. That includes everything from a basic landline to a real-time video call on Zoom.
But it’s more than just tech. It’s about how we connect.
Whether you’re collaborating with a global team, supporting customers, or just checking in with a friend, these tools reduce friction, bridge distances, and help make sure your message lands.
Understanding today’s tools starts with where it all began. Here's a look at how communication technology evolved over time:
| Year | Innovation | Impact |
| 1876 | Telephone | Enabled real-time voice communication |
| 1920s | Radio | Introduced mass broadcast to the public |
| 1950s | Television | Added visuals to mass communication |
| 1990s | Email and SMS | Brought written communication into the digital age |
| 2000s | Internet and VoIP | Unified voice, video, and text online |
| 2010s | Live chat, messaging apps | Real-time, multi-platform communication |
| 2020s | AI, 5G, immersive tech | Smart, integrated, hyper-personalized messaging |
Technology has reinvented the way people communicate. Originally simple devices have evolved into communication channels that create connections worldwide.
Communication tools fall into four core categories — each building on the last, and each still relevant in its own way. Let's look at the types of communication.
Thanks to technology, there are a lot of different ways to communicate, but no matter which method you use, use these etiquette tips to be heard -- without being offensive.
The telephone revolutionized verbal communication. People can talk to each other from any place in the world, strengthening relationships and eliminating the worries of long-distance communication. Speaking with someone across the country can be done just as easily as speaking with someone down the street.
As technology advanced, the device upgraded from “telephone” to “mobile phone.” What used to be a heavy piece of equipment can now easily fit in your pocket. Not only is the modern telephone portable, but the features and capabilities are also advanced.
As the telephone progressed, it adopted new types of visual and written communication. Today, text messages and electronic versions of photos are regularly sent using mobile phones, increasing the possible amount of information being shared using phones.
The telephone introduced a brand new approach to verbal, written, and visual communication, and exciting new features continue to change the communication technology game.
About twenty years after the telephone, communicating using the radio came into play. Another innovation in the realm of verbal communication, radio is used to reach sizable audiences, as opposed to just one person on the other end of a phone.
The radio’s ability to reach a large audience at a low cost continues to motivate a lot of communicators to take full advantage of the tool. Information providers, such as advertisers and newscasters, spend substantial amounts of time communicating with their massive audiences using radio technology.
Radio technology transformed the way information is delivered to large audiences and continues to strengthen mass communication.
Television is another way to reach extensive audiences, but it brought a new perk to the table: visual communication.
Some information is hard to describe using just words. Television provides audiences with the best of both worlds: information and visuals to accompany it. This advantage caused the television to replace the radio as the leading tool for mass communication.
Today, there are thousands of television channels that communicate information on almost any topic: history, sports, news, science, fiction, and so on. Whether it be for entertainment or cold hard facts, people are constantly turning to television for information.
The internet removes the need for communicators to have a separate device for each different type of communication technology. With the Internet, you can do it all in one place.
As the queen bee of interaction, the internet successfully combines all types of communication technology and houses them in one place. It provides the largest array of information and communication sources known to man.
The tools available on the internet make any type of communication effortless. Verbal and nonverbal communication can be accomplished with video conferencing software. Written messages can be sent through email. Electronic versions of pictures can be sent to and from any internet device.
Customer communication software is another example of one of these tools. While other gadgets help make communication between a business and their consumers easy, certain tools can often be considered hybrid – bringing together different types of communication.
Live chat is a rare hybrid tool that combines all types of communication – verbal, nonverbal, written, and rich media – through audio and video conferencing software, instant messaging, and file sharing capabilities.
Customers can place orders, ask questions, or troubleshoot issues through live chat, all on a single customer communication platform. This gives them access to a business and allows them to connect with an agent whenever they have a query. With live chat software, it’s never been easier to connect.
WhatsApp is a great example of a live chat communication technology. This multi-purpose application not only allows you to share instant text messages, images, and videos but also makes video and voice calls. Also, using the WhatsApp Business version, you can automate messages and promptly respond and interact with your customers.
Communication technology has made connections among people stronger than ever. But in order for those networks to run smoothly, the collection of interactive devices being used also need to be connected. This is known as information and communication technology.
Communication tech isn’t just about staying in touch, it’s about getting things done. Whether you're supporting customers, aligning teams, or accelerating sales, modern communication tools have become mission-critical to daily operations. These platforms don’t just facilitate messages, they help businesses build trust, resolve issues quickly, and scale conversations efficiently.
Here’s how businesses are using communication technology every day:
Tools like Intercom or Zendesk let customers talk to brands in real time, asking questions, resolving issues, or getting product recommendations. Live chat also reduces response times and enables agents to manage multiple conversations at once, improving efficiency and satisfaction.
VoIP platforms such as RingCentral or Zoom Phone power remote, scalable call systems without the old-school PBX hardware. These tools enable call routing, recording, and performance analytics, all in the cloud, making them ideal for distributed customer service teams.
Platforms like Zoom, Google Meet, or Microsoft Teams make face-to-face collaboration possible, even across time zones. Beyond meetings, many businesses use video tools for training, onboarding, product demos, and client presentations.
Apps like WhatsApp Business, Facebook Messenger, or WeChat allow brands to communicate directly with customers in a more casual, accessible way. These channels are especially valuable in mobile-first or global markets, where SMS or email may fall short.
Information and communication technology refers to a connected system of interactive tools and technologies that are used to send and receive information. Whether it be an individual or an entire company, if a single entity is using multiple types of technology to communicate, they must be linked to ensure efficiency.
Image courtesy of TechTarget
These systems of interactive tools can include state-of-the-art innovations, such as artificial intelligence, and less advanced technology, like the corded telephone. The ability and newness of the device aren’t important. If multiple technology tools are being used by an individual or business, they should be connected.
Information and communication technology have changed the way people go about their days living, working, and communicating. These innovations have taken over certain duties that people never would have imagined a machine to do, such as answering phones and giving human-like responses or speaking into a device and having it write a message for you.
Information and communication technology allows people to effectively communicate in the technological world.
While they overlap, ICT is broader and more systems-oriented. Here's a breakdown:
| Feature | Communication technology | Information and communication technology (ICT) |
| Focus | Sending and receiving info | Integrating all tools for efficiency |
| Examples | Phones, email, live chat | CRMs, automation platforms, cloud systems |
| User base | Individuals or teams | Entire businesses or networks |
| Goal | Exchange of ideas | Scalable, efficient communication infrastructure |
ICT connects all your communication tools into a unified system, often with automation, analytics, and integration with other business platforms.
Choosing the right communication technology is only half the battle. To truly unlock its value, businesses need a clear strategy for how they implement, use, and evaluate these tools across teams and touchpoints. Without alignment between tech, people, and process, even the best platform can fall flat.
Here’s how to make communication tech work smarter, not just harder, for your business:
Don’t chase every shiny new tool. Start by defining your communication goals:
Once you’re clear on the why, you can match the what. For example:
Consider your team size, industry, and existing workflows to ensure the tool fits your operations, not the other way around.
The best tools are useless if your people don’t know how to use them.
Invest in onboarding sessions, how-to videos, and quick-reference guides tailored to different roles. Consider assigning “tech champions”, team members who can troubleshoot and coach others as adoption scales.
Don’t treat training as a one-time event. Revisit it often, especially when tools update, teams grow, or business needs shift. Continuous education reduces friction, boosts confidence, and ensures consistent use across your organization.
Siloed communication tools create blind spots. A message on Slack that doesn’t connect to a help desk ticket, or a customer conversation in WhatsApp that’s never logged in your CRM, those gaps lead to misalignment, frustration, and poor experiences.
Integrate communication platforms with your:
Unified systems improve visibility, streamline workflows, and allow automation, saving your team time while keeping messaging consistent across channels.
How do you know your communication tools are working?
Use built-in or connected analytics to track:
Look for bottlenecks. Are customers bouncing from chat? Are meetings dragging on with little follow-up? Use data to iterate and improve.
Some tools like Slack and Zoom include usage dashboards, while others connect with business intelligence tools for deeper insights.
Pro Tip: Regularly survey your employees and customers about communication effectiveness. Sometimes the most valuable insight comes directly from the people using (or avoiding) the tools.
The communication landscape isn’t just evolving, it’s accelerating. As digital expectations grow and hybrid work becomes the norm, communication technology is adapting to be faster, smarter, more inclusive, and increasingly immersive.
Here are the most impactful trends shaping the future of how we connect:
AI is no longer just answering FAQs, it’s becoming a frontline communicator. Tools like ChatGPT, Intercom Fin, and Ada are now capable of handling full conversations with context, emotional tone detection, and intent mapping.
Expect to see:
For businesses, this means more efficient support, lower operational costs, and increasingly seamless customer experiences, all with less human effort.
With 5G becoming more widely available, communication will be faster, clearer, and more mobile than ever. This next-gen connectivity removes delays and buffering, making real-time video calling, HD live streams, and even AR/VR communication smooth, even on smartphones.
This opens the door for:
5G is especially transformative for industries with field teams, mobile-first customers, or remote collaboration needs.
The shift from static communication to immersive interaction is already underway. Virtual reality (VR), augmented reality (AR), and spatial computing are redefining what a “meeting” or “workspace” looks like.
In the near future, expect:
Platforms like Meta’s Horizon Workrooms, Spatial, and Microsoft Mesh are experimenting with this now, and business adoption is growing, especially in training, design, and collaboration-heavy fields.
Communication is only effective if it’s inclusive. AI is rapidly improving tools that break language barriers and accommodate users with diverse needs.
Key innovations include:
Expect these features to become standard, not optional, especially as businesses expand globally and accessibility becomes a competitive differentiator.
Have more questions? Find the answers here.
Communication technology includes devices and systems such as smartphones, computers, internet networks, email platforms, video conferencing tools, satellite systems, and broadcasting media like radio and television. These technologies allow users to send, receive, and exchange information instantly across digital and physical channels.
Communication technology has evolved from written letters and telegraphs to modern digital tools like smartphones, the internet, and satellite communication. Each phase introduced faster, broader, and more interactive methods of sharing information, transforming global connectivity and enabling real-time communication across the world.
The main difference between ICT and communication technology is that ICT (Information and Communication Technology) includes both communication tools and data processing technologies like software, storage, and databases, while communication technology focuses only on transmitting information through devices like phones, internet, and radio systems.
Key tools businesses use today include communication platforms like Slack and Zoom, project management software like Trello and Asana, cloud storage solutions like Google Drive and Dropbox, and CRM systems like Salesforce. These tools help streamline operations, enhance collaboration, and manage customer relationships efficiently.
Companies can choose the right communication technology by evaluating their business needs, team size, budget, and desired features like security, scalability, and integration. They should compare tools based on performance, user experience, and support to ensure the solution aligns with their operational goals and communication workflows.
Common etiquette best practices per channel include using clear subject lines and polite greetings in email, muting when not speaking in video calls, avoiding slang in professional texts, and respecting response times on messaging apps. Tailoring tone, clarity, and timing based on the platform ensures effective communication.
Technology hasn’t just changed communication; it is communication now.
From your pocket to the boardroom, the tools we use shape how we connect, solve problems, and grow. You don’t need to master every new app, but understanding the landscape helps you adapt, stay relevant, and communicate with clarity, no matter the platform.
Want more on communication’s evolution to see how far we have come? Give our resource on the history of communication a read.
This article was published in 2019. The content has been updated with new information.
.png)
Knowledge is power.
by Mary Clare Novak
“Let me paint you a picture.”
by Mary Clare Novak
It’s not what you said. Or even how you said it. It was your actions.
by Mary Clare Novak
.png?width=400&height=150&name=My%20project-1%20(1).png)
