Email still vital for business despite messaging app surge

New research from Exclaimer indicates that despite the increased adoption of instant messaging and collaboration platforms in the workplace, email remains the primary channel relied upon for essential business communications by global IT leaders.

Exclaimer's State of Business Email 2025 report, which surveyed more than 4,000 IT leaders across the United Kingdom, United States, Germany, and Australia, reveals that email is not diminishing in importance even as new tools become commonplace. Instead, it continues to serve as the main thread linking fragmented teams and systems, providing clarity, compliance, and control in communication strategies.

Email's continuing role

The findings show that nearly half (48%) of IT leaders say direct email is used for the majority of their internal and external communications. This percentage surpasses any other single communication channel in the business environment.

Usage rates are notably high in larger organisations. Among enterprises employing more than 5,000 people, 49% report that individual users send at least 16 emails per day. This reflects email's deeper role in operational activities, particularly where businesses face greater regulatory, security, and compliance demands.

IT teams, in particular, show a pronounced reliance on email. The survey notes that 56% of IT professionals depend heavily on email, more than any other department. The role of email is also emphasised by the 49% of IT leaders who use it for IT and security alerts, reflecting the need for high-stakes, auditable communications. Use cases for clarity, consistency and record-keeping were viewed as essential areas where email outperforms faster but less structured channels.

Email integrity rises in focus

Exclaimer has termed this renewed priority "Email Integrity", the view that email, if correctly managed, becomes an indispensable layer between different communication tools, teams, and international offices. This comes as IT leaders face increased fragmentation in their digital stacks, often with only email cutting across all teams and business units.

The growing complexity of organisations' communication tools is also contributing to this trend. The research highlights that today's workplace employs a larger number of tools, but many serve only specific teams or tasks rather than entire organisations. This has resulted in a lack of cohesion, which email continues to address due to its widespread adoption and traceability.

"We've never had more ways to connect and collaborate at work, but email remains the backbone of business communication," said Vicky Wills, Chief Technology Officer at Exclaimer. "As new tools emerge, the challenge for IT leaders isn't just picking platforms – it's making sure they're implemented strategically. That's how we build communication environments that are clear, connected, and fit for the future."

Key trends identified

The report identifies three significant trends influencing the future of workplace communications. The first is the growth of digital communication stacks, where increasing numbers of platforms—from instant messaging to artificial intelligence tools—add both capability and complexity. While 89% of IT leaders rate instant messaging as important to operations, the same percentage say the same of email, and 86% report a similar reliance on collaboration tools like Asana, Notion, and monday.com. However, adoption varies across organisations, leading to inconsistent usage and new coordination challenges for IT managers.

The second trend concerns high-stakes communications. For messages that need to be logged, tracked, and acted upon with clarity and accountability—such as IT and security alerts, client correspondence, and internal collaborations—email remains the default. Departmental reliance is strongest among IT, HR, internal communications, customer success, and finance teams, reflecting the heightened regulatory and operational scrutiny faced in these areas.

The third trend is that instant messaging is firmly established but has not supplanted email. IT leaders report that each platform serves different functions: email is used for information that must be seen, saved, or shared, whereas instant messaging is used for rapid, immediate interactions. The research indicates that the challenge is no longer about reducing the number of tools, but about defining and securing the distinct role of each platform within modern communication strategies.

Research methodology

The findings are based on an online survey conducted by Censuswide for Exclaimer in April 2025, with 4,009 IT professionals across four countries. Participants were selected based on their active involvement in managing email systems, communication policies, or compliance infrastructure in their organisations. The survey employed both quantitative and qualitative methods to assess current and emerging best practices.

The report's insights suggest that, even as new technologies enter the workplace, established channels like email remain central when clarity, compliance, and auditable records are required. As organisations evaluate and refine their digital tools, the role of email within communication strategies remains a key concern for IT professionals worldwide.