From Print to Push Notifications: Speaking Every Generation’s Tech Language

Today’s workforce spans five generations—each with different preferences for how they receive information, complete tasks, and get help when questions arise. That diversity is a strength, but it can create challenges when employers and third-party administrators (TPAs) need to communicate about benefits from enrollment and claims to ongoing education and support.

A one-size-fits-all approach to benefits communication often leads to confusion or disengagement. Some employees prefer printed materials that they can reference at their own pace or speak directly with a customer support representative. Others expect timely emails, mobile notifications, intuitive self-service tools, and quick answers through digital channels. Effective benefits communication isn’t just about education—it also includes transactional updates, reminders, and accessible support through multiple channels such as email, phone, online accounts, and mobile apps.

Meeting employees where they are—on paper, online, or on their phones—helps build confidence, reduce friction, and ensure participants can easily use their benefits when they need them most. At EBC, we see firsthand how flexible, accessible communication and support options can improve the overall benefits experience. Here’s how employers can tailor their strategies to better support every generation.

Understanding Today’s Multigenerational Workforce

According to the U.S. Department of Labor, today’s workforce includes employees from five generations, with Millennials and Gen X representing the largest share of workers, followed closely by Gen Z as it continues to grow. While these generations differ in age and experience, they also tend to vary in how they engage with technology and workplace communication.

Effective benefits communication requires multiple formats, channels, and touchpoints to reach every generation clearly and consistently.

How Employers Can Tailor Benefits Communication—with EBC’s Support

1. Supporting Employees Who Prefer Traditional Communication

Some employees—particularly those from the Silent Generation and Baby Boomer population—value clear, familiar ways to receive information and complete benefit-related tasks. EBC supports these preferences by ensuring traditional communication and service options remain a part of the benefits experience, including:

• Physical claim forms that can be submitted via fax or mail
• Knowledgeable customer support representatives available by phone to provide one-on-one guidance
• Clear, easy-to-follow printed materials for plan details and education

At the same time, employers play an important role in reinforcing these efforts. Employers can:

• Print and distribute physical benefits materials, including educational materials from EBC’s communication toolkits, during onboarding or open enrollment
• Highlight available communication and support tools during meetings or benefit orientations

Printed resources and live support aren’t outdated—they’re essential options that help ensure no employee is left behind.

2. Offering Flexible, Blended Support for Gen X

Gen X employees often sit at the center of today’s multigenerational workforce. Having experienced the shift from paper-based processes to digital tools, many are comfortable moving between communication formats depending on the task at hand. They value efficiency, choice, and the ability to self-serve—while still appreciating the option of human support when needed.

EBC supports this adaptability by offering a mix of digital and traditional communication tools, including:

• A user-friendly online account for managing and viewing benefits, transactions, and plan details
• Educational materials that are easy to view online or print as needed
• Customer support available through phone and email, with assistance for both everyday questions and more complex issues

Employers also play a key role in reinforcing this flexibility by:

• Promoting both digital tools and printable resources during enrollment and year-round communication
• Using email and internal channels to direct employees to EBC’s online account and support options
• Reminding employees that self-service tools and live customer support are available when needed

By supporting multiple communication paths, employers can meet Gen X employees where they are—providing convenience without sacrificing clarity or access to help.

3. Leaning Into Mobile-First Experiences for Millennials and Gen Z

Millennials and Gen Z expect benefits communication and transactions to be fast, intuitive, and accessible on their devices. Mobile-first tools aren’t just a preference for these employees—they’re an expectation.

EBC supports mobile-first engagement through the EBCentral mobile app:

• Push notifications and alerts for important updates and reminders
• Simple, intuitive transactions like viewing balances or submitting claims
• AI-powered receipt guidance to help participants submit better documentation and reduce avoidable processing delays
• Benefits Card management, including the ability to request additional cards, replace, lock, or close your card
• Maintain and update profile management
• Easily set up direct deposit, the quickest way to receive reimbursement

Employers help drive adoption by:

• Promoting mobile tools during onboarding and enrollment
• Reinforcing digital resources through ongoing benefits communications
• Reminding employees that convenient self-service options are always available

Together, the right tools and consistent messaging create a benefits experience that feels modern, efficient, and aligned with the expectations of mobile-first generations.

Meeting Employees Where They Are

With five generations in the workforce, flexibility is no longer optional. When employers tailor communication to meet each group’s level of digital comfort, they create a better benefits experience for everyone.

At EBC, we make that easier by providing tools and resources that support every participant—whether they prefer printed guides, online self-service, or push notification reminders.

If you’re a current client, you can access the toolkits by logging into your online account. From the main menu, navigate to the Resources section and select Communication Toolkits.