Myth: “Digital Is The Preferred Means Of Communication”

Many organisations, banks, utilities, telecoms and governments are now increasingly going online or charging their customers if they wish to receive paper-based communications.

Switching to digital is not always welcome.

Two Sides understands the value and convenience of the digital revolution, but believes that consumers must continue to have a right to receive paper-based communications, particularly bills and statements, without penalties, supplementary charges or difficulty.

Often it is the most vulnerable members of society that depend on traditional, postal, transactional mail. The move to an online only
society risks leaving older people, the disabled, rural dwellers and those on low incomes disconnected.

It is important for policy makers to acknowledge that information on paper is preferred by many consumers and often receives more attention.

Consumers wish to retain the flexibility of postal and electronic communications.

We live in an increasingly digital world where electronic and paper-based communications
coexist and are often complementary. Communication strategies must not only be cost-effective but also recognise consumer choice. There are many tangible benefits that paper-based documentation can bring, and it’s preference as a means of communication by many consumers must be at the forefront of any digital planning.

Tackling Greenwash

Following engagement from Two Sides, over 1,500 of the world’s largest organisations have removed misleading statements that say moving to digital communications is better for the environment.

If you see instances of brands or service providers greenwashing, please let us know
at: greenwash@twosides.info

An international survey of 10,400 consumers commissioned by Two Sides in 2025¹ found that:

76% of European consumers believe they should have the right to choose how they receive communications (printed or electronically) from financial organisations and service providers.
65% agree they should not be charged more for choosing paper bills or statements.
56% think that when a service provider asks them to switch to electronic bills and statements, and they say it is better for the environment, they really know it is about saving costs.
53% recognise that when an organisation encourages them to “Go Paperless”, it is not “Paperless” because they regularly print off documents at home for a hard copy.

The research also highlighted consumer concerns with digital communications, including:

57% are concerned with online security – that personal information held electronically is at risk of being hacked or stolen.
50% spend ‘too long’ on digital devices.