A new study by The Adaptavist Group reveals significant generational differences in how workplace communication tools—such as emojis, punctuation, and AI—are used and perceived, with implications for collaboration and productivity.
The survey of 1,000 UK knowledge workers found that nearly half of respondents over 50 view emojis in professional messages as inappropriate, while two-thirds of Gen Z workers use them daily. Millennials fall in between, with 48% using emojis at work. Yet despite their frequent use, 43% of Gen Z respondents said they’ve experienced misunderstandings because of emoji use, more than twice the rate of over-50s.
The findings are part of The Adaptavist Group’s Workplace Communication Atlas, which examines how digital habits vary across generations in the workplace and how these habits can fuel miscommunication. Among all age groups, 46% cited “misinterpreting tone or phrasing” as the top communication challenge, followed closely by differing expectations around response times.
Even punctuation can cause friction. While 71% of over-50s see the full stop as professional or to the point, nearly a quarter of Gen Z respondents interpret it as cold, passive-aggressive, or rude. Notably, one in four Gen Z workers said their interpretation of the full stop depends on the sender, highlighting how context affects tone.
The report also shows rising use of AI in everyday workplace communication. Sixty-eight percent of respondents said they use tools like ChatGPT to check grammar, adjust tone, or brainstorm responses. More than half said they would use AI to translate unfamiliar workplace slang, including 55% of Gen Z and 42% of workers over 50.
Despite its growing role, AI has yet to cause major concern among workers—71% said they would either welcome or be amused by colleagues using AI to respond to messages.
“These findings show just how complex workplace communication has become,” said Simon Haighton-Williams, CEO of The Adaptavist Group. “To bridge the generational communication gap, businesses must adopt tools that reflect diverse preferences while also fostering communication literacy across all age groups.”
The study concludes that integrating flexible communication tools and offering training on digital etiquette are key steps to reducing miscommunication and improving cross-generational collaboration in increasingly diverse workforces.
