Transforming Communication Practices in Accounting Firms Assessment

Assessment

Introduction

As with other professional services sectors, the accounting profession has experienced substantial changes in business communications during the last three years (Kong et al., 2023).These changes are primarily caused by COVID-19 and the resulting influx of remote and hybrid work. Accounting firms, which usually rely on rigid forms of communication and client privacy, have struggled to find the right combination of flexibility and secure communication practices. The growing dependence on digital platforms, cloud-based accounting software and video conferencing software has dramatically changed how information is communicated within the firm between staff members and with clients. Before the COVID, accountants used structured face-to-face meetings, in-office collaboration, and very formal, written communication. However, when lockdowns mandated remote work for firms across the boards, there was a quick pivot to digital-first tools. Video calls, IMs and team collaboration tools such as Teams, Zoom and Slack (Microsoft, 2023) became the life blood of keeping business running.

Now, three years into this new reality, accounting firms are finding their way in a hybrid communication setting, where the old and new coexist. This has widened the variety of ways that professionals interact with each other and their clients, but it has also brought with it challenges of consistency, engagement, inclusivity and information overload.Within the domain of global innovations management (GIM), this paper analyses the communicative climate of a medium-sized accounting firm with a staff body of 40-50 heads. pointing out the major internal and external communication forms that it classifies according to function1 and medium, and describes the consequences for communication occurring in the new work landscape. The paper also considers larger industry trends, challenges on the horizon, and ethical questions regarding AI and inclusivity.

Scope of the Report

In summary, this analysis presents the transformation of business communication in mid-sized accounting firm with the influence of remote work, hybrid environment, as well as the back to office. The specific aims are:

• To find five types of internal and five types of external matters of communication in accounting firm.
• To compare and contrast these two forms of communication.
• To assess the pros and cons of virtual work vs RTO models.
• To reflect on presentation on communication relevance and diversity, ethics, AI and differences.
• To offer analysis and suggestions that the consultants at GIM can use to frame future interactions with accounting firms.

This research also examines the contemporary-based communication competencies needed by accountants, the role that advances in technology has contributed to successes in communication deficiencies, and the role that the corporate culture plays within the communications process. Assessing communication in written, spoken and visual modes, the report identifies underlying trends and strategic direction.

Matrix

Below, is a matrix that depicts the major categories of communication employed by the accounting firm, categorized by its communication nature. It contrasts between Written, Spoken, Visual, Non-Verbal, and Electronic communication types in terms of their advantages and disadvantages in hybrid working. This matrix is designed to offer a brief analysis in a simple and accessible way in which various communication genres may operate within the field of professional accounting to inform decision-making in communication planning, digital tools and flexible working.

Sources of Information Supporting the Communication Matrix

The matrix was designed through a combination of literature review and industry feedback to capture authentic communication practices within accounting firms in Australia and New Zealand.

• Professional viewpoints: Semi-structured interviews were held with two accounting firm mid-managers in Melbourne and two in Auckland (June 2025). These discussions also brought out current application of communication types, including written and electronic methods, for virtual teams and the client.
• Academic and industry literature: Peer-reviewed journals and whitepapers from 2021 to 2025 were consulted to find emerging trends in communication in hybrid work. Important references were: Clarke (2024), Kong et al. (2023), and Winton & Park (2023), providing validated contributions to team spoken and non-spoken communication effectiveness.
• Software and tool assessment: To consider electronic communication efficiencies, evaluations of platforms like Zoom, Microsoft Teams, Slack and Xero were employed. `Provider’ documentation and adoption reports (e.g., Microsoft, 2023) provided information on design of user interfaces and the place of visual dashboards in day-to-day work.
• Criteria for reviewing: Only recent (post-2021), informally-peer-reviewed and regionally-applicable (in the ANZ context) sources were employed. These resonate with Hargie’s (2021) Communication Effectiveness Model, which encourages clarity, engagement and agility in contemporary professional communication.

Discussion

The communication matrix we developed as part of this paper offers a useful frame through which to understand the complex dynamics of workplace communication that are unfolding, and returning-or-not-to-office-at-all-debate in this context.” The push toward hybrid work models in professional service firms, including accounting, has brought into focus a need to consider not only the tools being utilized, the types of communication — written, spoken, visual, nonverbal, electronic and how these types of communication work, in differing work spaces.

Written communication has gained prominence in remote work settings because of its asynchronicity and potential for it to serve as a permanent, time-stamped record of communication. Whether that means being able to email reports or complete digital piles of documentation, staff can communicate seamlessly across time zones or sites or even work together through elaborate workflows. In RTO environments, written communication is still necessary for documentation and an official record, but it is often supported by spoken exchanges for convenience and speed. In mixed setups, the reliance on written tools also persists, but the mix of platforms that are put into use (e.g. by email, Slack or Teams) which can result in duplication and mixed messages where protocols are not clear. Therefore, audit firms should formulate coherent policies for the proper use of each written medium so as to guard themselves against information overload and to maintain an audit trail on audit-related interventions.

Verbal communication is still an essential part of efficient business interaction, especially in conventional office environments. Physical proximity allows for spur-of-the-moment conversation, rapid decision-making and informal mentoring, all adding to team bonding and exchange of knowledge (Carmody et al. 2022). In WFH environment, on the other hand, speech can become restricted to scheduled video calls or voice meetings, which is detrimental to the spontaneity aspects and fluidity of discussions in a co-located environment. Hybrid models can counterbalance these forces, in part, by saving in-office days for conversation-weighted, collaborative work, while using virtual meetings to maintain a thread of continuity throughout the week. Included to preserve inclusion and clarity, it’s critical that spoken communication in hybrid environments is based around regular check-ins and team stand-up meetings, making certain that all staff regardless of where they are on the same page.

In a hybrid or remote world, where dashboards and infographics are replacing our physical whiteboards and printed reports, visual communication has been more important. In WFH environments the absence of physical presence is compensated by visual aids that allow a real-time view into tasks, performance indicators, and financial data. By comparison, in-office encounters still rely on standard visual cues such as charts, printed notes and hand-written notes. The hybrid model requires digital and analogue visual systems to work together or the team’s understanding will be siloed. Moreover, visual communication is all but impossible without a solid proficiency in digital tools, so staff that haven’t been trained to use visualisation tools often struggle to read the data or to participate in discussions that are visual in nature.

The one caveat is, the lack of non-verbal behaviours, for example facial expressions, gestures, posture and eye contact, is seriously going to restrict the clarity of the message, the empathy and the depth of relationship it is possible to achieve in RTO communication. These signals frequently offer crucial context to verbal or written words, especially in delicate conversations or assessments. In the case of remote work, these cues will likely be reduced or simply absent, because of camera limitations, screen exhaustion or lack of bandwidth (Microsoft, 2023). Even hybrid models can result in disparate access to non-verbal signals, leaving to misunderstandings and signs of distraction. Managers in hybrid workplaces need to raise awareness for how misleading non-verbal communication can be in virtual environments because of this. Methods like camera-on policies (whenever possible), outgoing listening, and explicit verbal indicators are useful to circumvent the gap of non-verbal reading and minimize communication uncertainties.

Electronic communication, both synchronous and asynchronous (e.g., Slack, Teams, Zoom, cloud-based platforms) is the base on top of which remote and hybrid working is built. These are vital tools for WFH for real-time messaging, file sharing, collaborative workflows, and productivity on cross-site teams (Lee et al., 2023). Although platforms are still used by RTOs, it is typically a secondary function e.g. to enable follow-up, or cross-department coordination. In hybrid models, electronic communication is a critical infrastructure between staff in-office and remotely. Yet, in the absence of regular use within a platform and clear communication methods, e-mails are easily cut and pasted creating fragmented messages, leading to inefficiencies and lack of accountability (Hays Recruitment, 2024). Thus, companies need to focus on teaching communication etiquette and how it should be integrated across channels, as well as define use cases per both the platform to keep the consistency in electronic messages.

Communication Implications

The matrix of communication suggests that digital channels, such as Slack or Teams, have become the hub of daily activity, but it is less a matter of meetings replacing in-person meetings than supplementing them. In-person conversations help build trust and allow for deeper discussion, but it takes away from remote inclusivity. Conversely, instant messaging is immediate and informal, but it can easily interrupt one's attention and apply less formality.

External communication is also shifting. Email is king and continues to reign supreme, but virtual consultations and digital newsletters are emerging as key players because they are so nimble and scalable. It became common, for instance, to have virtual client meetings for an annual review or tax filing process, limiting the necessity to travel and enabling a more geographically dispersed client service (Lee et al., 2023).

Visual dashboards and KPI job trackers are critical for harmonizing remote groups and passing the proceeds along quickly (Winton & Park, 2023). These dashboards improve transparency and accountability, especially in distributed work situations. Yet too much reliance on dashboards can result in isolated data interpretation if there is no explanation or discussion to support them.

Communication Issues in the Workplace Now and Future

• Current Challenges:
• Disconnection in virtual meetings via multitasking, insufficient video etiquette and absence of body language messages (Lee et al., 2023).
• Emails/messages/notifications are too much, we cannot handle the volume (Microsoft, 2023).
• Uneven digital literacy levels among staff, especially those from compliance and administrative sides of the business (Ali & Ramay, 2021).
• Confidentiality and cybersecurity issues in client communication on cloud-based platforms (Roberts, 2023).
• Future Outlook:
• AI is predicted to simplify a host of communication jobs writing drafts of responses, providing summaries of meetings, automating reminders but poses dangers when it comes to data security, discriminatory algorithms and job loss.
• Asynchronous products such as Loom, Miro, and Notion will emerge which will facilitate time-independent collaboration and documenting.
• Emphasis will likely be placed on communication accessibility for instance, captioned video calls, multilingual newsletters in particular for neurodiverse or multicultural teams (Lee et al., 2023).

Diversity and Communication

Communicating inclusively is ever more essential in today’s work environment. Accountant firms are currently planning to build templates and resources that are screen-reader friendly, multilingual or written in plain English so more people can access it. Internal communication workshops cover advice on cultural sensitivities, use of pronouns, and respectful language (Hargie, 2021).

And, companies are realising the importance of establishing ways of communicating safely for their neurodivergent employees, introverts or individuals with mental health challenges. The use of digital technologies has provided greater flexibility in the choice of preferred method of communication (e.g., chat or video), increasing comfort and participation (Lee et al., 2023).

Ethical and AI-Related Considerations

Email screening, report writing, meeting summary and even presence of anomaly in financial data is being done by automation tools. These changes have increased efficiency, but have also led to questions about consent, data ownership and transparency. Organisations need transparent policies on the use of generative AI and they need to train staff to question AI-generated content (Roberts, 2023).

Furthermore, the use of AI to judge employee performance on communication metrics like response time or message sentiment could lead to ethical quagmires, where systemic bias is perpetuated. Responsible AI governance needs to be anchored on fairness, transparency, and in employee engagement.

Desired Message Skills in an Accounting Office

Communication in the accounting industry is not just about communicating information rather it involves in all aspects of client relations, internal communication, audit quality, compliance, and professionalism. The transition to digital and hybrid workplaces in recent years has underscored certain communication skills in particular. Companies are now looking for employees who can comfortably navigate a virtual space and seamlessly switch between PQ (presenteeism quotient) and RQ (remote quotient), regardless of location.

Digital Literacy and Platform Proficiency

The use of digital collaboration tools among the general population including tools from providers such as Microsoft Teams, Zoom, Slack, Xero and cloud-based document management platforms was fast-tracked by the pandemic (PwC, 2023). This means that employees are now required not only to be skilled in the technical aspects of these tools, however to also now be effective at using their communications features scheduling meetings, maintaining proper chat etiquette, use of digital calendars, and collaboration of documents in a secure manner.

As a result, employees who are not confident or fluent in using these tools may not participate fully in discussions or conversations and may delay critical communications, which in turn may cause confusion or provoke missed deadlines (Clarke, 2024). Therefore, digital communication literacy has become a core skill in accounting practice.

Written Communication Precision

Accountants are required to write extensive reports, financial statements, emails, audit documentation and client updates. These papers must be precise, clear and conform to legal and business practice. Communications in text that are vague can lead to deadlocks, client dissatisfaction or communications within the organization (Hargie, 2021). Accuracy of grammar, tone and structure becomes sine qua non when communicating complex financial information to clients of diverse financial education.Organisations are now valuing staff to be able to “translate” jargon into language easily comprehensible by clients, generating transparency and trust (Kong et al., 2023).

Verbal Communication and Active Listening

Verbal communication is essential whether you are completing client consults, presenting results, or working together in group efforts. Successful verbal techniques include the ability to communicate ideas, to present information, to modulate tone and to tailor to audience requirements (Winton & Park, 2023). In virtual contexts specifically, active listening has increasingly become a requirement where cues for feedback are constrained.

Especially during virtual teaming, leaders are likely to hear, to pay attention, to go beyond the listening to listening for, to pay heed to mutterings of discontent and psychological safety—traits more challenging to see when bodies are not present (Carmody et al., 2022).

Visual Communication Competency

As accountants are increasingly accustomed to dashboards, infographics and data visualisation in their accounts, they need to be able to communicate visually to help stimulate both understanding and decision making (Deloitte, 2024). Visual communication also encompasses presentation skills building slides that are interesting and informative, particularly in client facing settings.

Accountants are capable of using visual aids to accompany verbal or written explanations which makes their internal process flow, and client understanding, easier (Sparrow Connected, 2025).

Empathy and Emotional Intelligence

In a post-pandemic workplace, the communication skill that’s on the rise is emotional intelligence (EQ). They include empathy, cultural awareness, self-monitoring and the ability to control tone onscreen. Empathy is especially important when releasing negative news e.g., disclosure of an audit opinion, an income tax assessment, or a change to firm policy when face-to-face interaction is not an option (Smith & Jones, 2023).

High-EQ professionals are also better equipped to navigate team dynamics, foster an environment of inclusion, and proactively work to resolve communication breakdowns.

Cross-Cultural and Inclusive Communication

In an age when firms are serving clients from myriad culture and geography and when they are hiring staff from different ethnicity and language, knowing how to communicate in an inclusive manner is very important. This means refraining from idiomatic or colloquialism language, respecting varying directness levels, and designing for accessibility needs (e.g., clear visual design, captioned meetings) (Lee et al., 2023).

Accounting practices that encourage inclusive communication develop greater internal unity, and an edge when serving clients.

Ethical Communication and Confidentiality

Ethical Communication and Financial Disclosures Financial information is very sensitive and the system requires an ethical communication. This includes maintaining confidential, truthful disclosure, recognizing limitations, and avoiding misleading claims. With increasingly greater AI adoption in automating communications, professionals will also need to gain capabilities toward reviewing AI-generated content for ethical accuracy (PwC, 2023).

An ethical failure of communication, whether intended or a lack of clear communication, can erode the client’s trust with the firm and lead to legal liability.

Conclusion

In summary, the past three years have redefined traditions of communication in accounting. The shift from traditional, face-to-face engagement to adaptive, tech-mediated communication has brought increased access and extended reach, while complicating matters. Accounting firms need to find the right balance –we need to embrace the use of digital tools and avoid losing sight of clarity, inclusivity and ethics.The hybrid model is the most viable solution for the accounting industry, combining the advantages of face-to-face interaction with the convenience of virtual access. GIM consultants might recommend that their clients make investments in digital training, inclusive design and AI governance policies that ensure ethical communication practices.Ensure that your communication strategies will be future-proofed if you become more aware and proactive about adapting to technology-mediated communication, embracing diversity, and contributing to skill-enhancement communication practices that will only improve through the generations.

Assessment 2: Business

Description

This assessment is a scenario-based assessment, that requires you to apply the business communication theories you have learnt to solve an authentic business communication challenge.

This assessment will provide evidence towards the following unit learning outcomes:

• ULO 1: Explain why effective communication is important in a business environment.
• ULO 2: Apply theories and observations of written communication to real-world business communication challenges.
• ULO 3: Apply theories and observations of visual communication to real-world business communication examples.
• ULO 4: Create appropriate business presentations that use written, visual and spoken communication techniques effectively.

Case study: Global Innovations Management

Imagine you work for Global Innovations Management, a small business consultancy firm that specialises in providing comprehensive solutions to help small and medium businesses grow and thrive.

Scenario

A nationally located financial construction company, ButtonConnect Financial Construction was subject to a critical incident during an important company-wide virtual town hall meeting.

The meeting was organised to celebrate recent achievements and share critical updates and future strategies. One of the updates was to provide the financial outlook which was bleak and may lead to redundancies.

Unfortunately, a significant oversight in communication approaches left vision-impaired employees struggling to engage and participate in the event fully.

Incident Description

During this virtual town hall meeting, the company's communication team broadcast a series of visual slides containing crucial information. These slides included complex graphs, charts and images illustrating the discussed topics.

Unfortunately, this visual-heavy approach unintentionally excluded employees who were blind or had low vision. These individuals could not access the visual content, making it difficult for them to comprehend the information being shared.

When they were sharing their frustrations with their co-workers, it was communicated that the style and approach led to a broad cross-section of the company feeling let down and excluded.

Assessment 3: Business Report

In the workplace, we write reports as one kind of business document. Usually, we are asked to write a report in a matter of days, that is, there is a timeframe and deadline for the report.

You have a period of seven days to research and write this report. The instructions become available to you at midnight on the 6 July. You submit your document by 11.59 pm on Sunday 13 July. This conforms to the situation that applies in a business workplace.

Your audience for this report is your colleagues at GIM. Since their expertise is in other areas (finance, IT etc), they don't know much about the current and future situation around business communication. Your report will inform them about this for their professional information.

You will see a list of companies in the Modules page. You select one of these companies and discuss current and future communication for that kind of business (the legal profession, or the arts sector, or the financial profession etc).

Remember my words on Plain English?? In this final assessment, you need to apply that style and show me you understand the principles and practices of this style of writing. I'll send you material on this style also, but this is an alert!

Assessment Requirements Summary

Assessment Type: Scenario-based business communication analysis and report.

Objective: To apply business communication theories to solve a real-world challenge in professional communication, focusing on inclusivity, digital literacy, hybrid work models, and ethical use of technology.

Key Pointers to be Covered:

1. Internal Communication Analysis: Identify and evaluate five types of internal communication (written, spoken, visual, non-verbal, electronic) and assess their advantages and disadvantages in remote, hybrid, and RTO (Return to Office) environments.

2. External Communication Analysis: Identify and evaluate five types of external communication methods (emails, virtual consultations, newsletters, dashboards, client portals) and assess effectiveness in reaching diverse stakeholders.

3. Challenges & Implications: Address issues like information overload, limited non-verbal cues, uneven digital literacy, and confidentiality.

4. Future Outlook & Recommendations: Examine AI, emerging tools, and inclusivity measures.

5. Practical Application: Apply theories to a case study (ButtonConnect Financial Construction) to identify communication failures and propose improvements.

6. Learning Outcomes:

   • ULO 1: Importance of effective communication in business.
   • ULO 2: Application of written communication theories.
   • ULO 3: Application of visual communication theories.
   • ULO 4: Creation of business presentations using integrated communication techniques.

Assessment Approach Guided by Academic Mentor

Step 1: Understanding the Scenario

• The mentor helped the student identify the key communication incident in the ButtonConnect case: visual-heavy slides excluding vision-impaired employees.
• Student was instructed to connect this scenario with broader trends in hybrid and remote communication.

Step 2: Research & Analysis

• Mentor guided the student to collect data from:
  • Peer-reviewed literature on business communication (2021–2025).
  • Industry feedback through interviews with mid-level managers.
  • Evaluation of digital communication platforms (Zoom, Teams, Slack, Xero).
• Emphasis was placed on gathering recent, regionally relevant (ANZ context) sources.

Step 3: Communication Matrix Development

• Mentor instructed the student to categorize communication types: written, spoken, visual, non-verbal, electronic.
• For each type, they were asked to analyze benefits, limitations, and implications in remote, hybrid, and RTO contexts.
• Matrix helped structure the report and provide a clear comparative framework.

Step 4: Linking Theory with Practice

• Mentor guided the student to apply communication theories (e.g., Hargie’s Communication Effectiveness Model) to assess internal and external communication methods.
• Student highlighted challenges like digital fatigue, limited non-verbal cues, ethical issues in AI, and inclusivity gaps.

Step 5: Recommendations & Future Outlook

• Mentor encouraged the student to propose solutions:
  • AI governance policies, inclusive communication design, accessible platforms, training on digital tools.
  • Hybrid work policies balancing in-office and remote advantages.
• Student linked recommendations directly to the case study, showing actionable improvements.

Step 6: Reporting & Presentation Skills

• Mentor emphasized clear, concise writing in Plain English.
• Student included visuals, charts, and practical examples to demonstrate both written and visual communication competence.
• Ethical considerations, emotional intelligence, and cross-cultural communication were integrated into the analysis.

Outcome & Learning Objectives Achieved

• Outcome:

  • A comprehensive business report analyzing communication in a mid-sized accounting firm.
  • Matrix comparing internal and external communication types.
  • Case study application identifying failures in inclusivity and proposing practical, future-oriented solutions.

Learning Objectives Covered:

1. Explained the importance of effective communication in modern business contexts (ULO 1).
2. Applied written communication theories to assess and improve business correspondence and documentation (ULO 2).
3. Applied visual communication techniques to enhance comprehension for diverse audiences (ULO 3).
4. Created integrated presentations combining written, visual, and spoken communication effectively (ULO 4).
5. Developed awareness of ethical considerations, AI use, and inclusivity in digital communication.
6. Improved analytical and problem-solving skills in real-world business scenarios.

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