Transactional mail in the local government sector

This 2007 Royal Mail study, with research by the Henley Centre, demonstrates the value to local government of paper-based communication for important transactions.

Despite the best efforts of many organisations to move to a paperless environment, it's clear that consumers and stakeholders remain prefer transactional mail.

The study identifies the following perceptions of mail as a communication medium:

• Its use as a visual reminder, to be used for future reference

• Its perceived trustworthiness for confidential information compared with digital alternatives

• Its ability to build relationships

• Its practical use (for example, as a form of identification)