We’re more connected than ever – but the ways we communicate are changing. For some, a phone call or in-person meeting still feels like the most trustworthy option. For others, a voice note or message reply is quicker, easier, and just as effective. Whether we’re texting a friend, joining a video call, or speaking face to face, how we communicate - and how we feel about that interaction - is shaped by the tools we use.

In the fourth of six pieces on trust in technology, eCom’s Creative Thinker Sophie McKay Knight explores the shifting nature of communication in a digital age. She considers how different generations experience and interpret technology-enabled conversations, the risks of miscommunication in online spaces, and the importance of non-verbal cues in building trust. From body language and tone to accessibility and emotional nuance, she asks: what happens when the human element gets filtered out? And how can we design communication systems that support clarity, connection and trust?

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