Assessing Digital Platforms’ Impact on Organisational Communication Using Microsoft Teams

Digital communication platforms have become part of the everyday infrastructure of contemporary organisations. They no longer function only as auxiliary tools for exchanging messages, but increasingly shape how employees coordinate tasks, access information and sustain collaboration across physical and virtual workspaces. This growing dependence on integrated digital environments has raised important questions about their effects on internal communication, team cohesion and perceived organisational performance. This study examines the role of Microsoft Teams in internal communication processes within service-sector organisations. Using a quantitative research design based on an online questionnaire completed by 200 respondents, the analysis addresses four dimensions of platform use: communication efficiency, informational clarity, perceived productivity and collaborative organisational culture. The findings indicate that daily users of Microsoft Teams perceive internal communication as more efficient than employees who use the platform less frequently. The results also suggest that thematic channels and team structures contribute strongly to informational clarity, while integration with Microsoft 365 applications is positively associated with perceived productivity. In addition, user satisfaction with Microsoft Teams is linked to stronger perceptions of collaboration, belonging and digital organisational culture. The study contributes to the literature on digital organisational communication by showing that the value of collaboration platforms depends not only on their technical availability, but also on the way their functions are structured, integrated and adopted in daily work routines. From a managerial perspective, the findings point to the importance of coherent platform governance, user training and deliberate communication design in reducing digital friction and improving organisational collaboration.