Effective staff communication is critical for shift-based businesses, but choosing between SMS and app notifications isn't always straightforward. Both methods have their place, and understanding when to use each can significantly improve how quickly your team responds to roster changes and important updates. The right staff communication app strategy balances cost, reliability, and user experience to ensure messages reach your team when it matters most.
Whether you're running a café, retail store, healthcare facility, or any business with shift workers, the communication method you choose affects everything from how quickly you can fill last-minute shifts to how well staff stay informed about schedule changes. Many businesses default to SMS because it's familiar, but app-based notifications offer advantages that can transform how you manage your team while significantly reducing costs.
This guide compares SMS and app notifications across key factors including cost, reliability, functionality, and user adoption. We'll help you determine which approach works best for your business and explain how modern workforce management platforms integrate both methods for optimal results.
Quick summary
- App notifications are free while SMS costs 5-15 cents per message, adding up quickly for regular communication
- Apps provide richer notifications with links to rosters, shift details, and action buttons SMS can't match
- Hybrid approaches using apps for routine updates and SMS for urgent alerts work best for most businesses
- Integrated platforms automatically send notifications when rosters change, eliminating manual message sending
Cost comparison: SMS vs app notifications
The cost difference between SMS and app notifications becomes significant quickly. SMS in Australia typically costs 5-15 cents per message depending on your provider and volume. For a team of 20 employees receiving just 2 roster update messages per week, you're looking at $200-600 annually. Add shift reminders, last-minute changes, and other communications, and costs can easily exceed $1,000-2,000 per year for a small team.
App notifications, by contrast, are free once staff have installed the app. Whether you send 10 notifications or 1,000, there's no per-message cost. This makes apps dramatically more cost-effective for regular communication. The savings compound as your team grows—a business with 50 employees could save $5,000+ annually by moving routine communications from SMS to app notifications.
However, the comparison isn't purely about per-message costs. SMS requires no app installation or training, while apps need initial setup time. For businesses already using employee rostering software, the app is typically already part of the platform, making the transition straightforward. The cost savings from app notifications usually justify any initial setup effort within the first few months.
Functionality: what each method can do
SMS and app notifications have fundamentally different capabilities that affect how useful they are for workforce communication:
SMS capabilities
- • Plain text messages up to 160 characters
- • Works on any mobile phone
- • Relies on cellular network coverage
- • No confirmation of message read
- • Limited formatting options
- • Cannot include actionable buttons
App notification capabilities
- • Rich notifications with images and formatting
- • Direct links to relevant roster or shift
- • Action buttons (accept shift, view details)
- • Read receipts and delivery confirmation
- • In-app message history
- • Interactive features and responses
The functionality gap is significant. App notifications can link directly to a specific shift in your time and attendance system, show the full roster at a glance, or include buttons for staff to accept coverage requests immediately. SMS messages are limited to basic text and require staff to log into a separate system to take action.
Common staff communication mistakes to avoid
Many businesses make predictable mistakes when implementing staff communication systems:
Using SMS for everything
Sending all communications via SMS wastes money on routine messages that don't require immediate attention or SMS delivery.
No backup communication method
Relying solely on app notifications without SMS backup means critical urgent messages may be missed if someone hasn't opened the app.
Poor app adoption strategy
Not properly onboarding staff to the app means they continue checking multiple places for roster information, defeating the purpose.
Message overload
Sending too many non-critical notifications trains staff to ignore messages, reducing effectiveness when urgent communication is needed.
Unclear message protocols
Not establishing clear guidelines about what requires immediate response versus what's just informational creates confusion and anxiety.
Manual message sending
Manually composing and sending every notification wastes manager time and increases the chance messages are delayed or forgotten.
When to use SMS vs app notifications
The most effective communication strategy uses both methods strategically rather than choosing one exclusively. Here's how to decide:
Use app notifications for:
Roster published notifications, shift reminders 24 hours ahead, approved leave confirmations, shift swap approvals, general announcements, policy updates, and any communication where staff can respond within a few hours.
Use SMS for:
Emergency coverage needs (someone didn't show up), last-minute roster changes within 2-3 hours of shift, critical urgent alerts, important messages to staff who rarely check the app, and backup notifications when immediate response is essential.
Use both simultaneously for:
Critical alerts that require immediate attention and confirmation, such as workplace safety incidents, emergency closures, or mandatory urgent meetings. The app provides details while SMS ensures delivery.
How to drive staff app adoption
Getting team members to install and regularly use a staff communication app requires a clear strategy:
- Onboard during employment start: Include app installation in your onboarding process. Have new employees install and test the app on their first day before they go home.
- Emphasize employee benefits: Frame the app as beneficial for staff, not just management. Highlight instant roster access, easy shift swaps, quick leave requests, and always having their schedule in their pocket.
- Make it the only source of truth: Stop publishing rosters on noticeboards or via other methods. When the app is the only place to see your schedule, adoption follows naturally.
- Integrate all workforce functions: Use a platform where rostering, time tracking, leave requests, and communication all happen in one app. Staff will use it daily for clocking in, making other features familiar.
- Provide clear setup instructions: Create simple step-by-step guides with screenshots. Offer to help older or less tech-savvy staff through the installation process.
- Set expectations: Clearly communicate that checking the app daily is part of the job. Include this in position descriptions and discuss it during performance reviews.
Essential features for staff communication apps
When evaluating staff communication app options, prioritize these capabilities:
Push notifications
Instant alerts that appear even when the app isn't open, ensuring important messages are seen.
Read receipts
Confirmation showing who has seen important messages so you know if follow-up is needed.
Integrated rostering
Direct links from notifications to relevant roster entries, showing shift details immediately.
Group messaging
Ability to message specific teams, locations, or roles rather than broadcasting to everyone.
Multi-platform support
Works on iOS and Android with web access as a backup for employees without smartphones.
SMS fallback option
Ability to send SMS when urgency demands it, without needing a separate system.
How RosterElf handles staff communication
RosterElf provides a comprehensive communication platform that intelligently uses both app notifications and SMS:
- Automatic roster notifications: When you publish or change a roster, affected staff receive instant app notifications. No manual message composition required.
- Integrated mobile app: Staff use the same app for viewing rosters, clocking in and out, requesting leave, and receiving messages. Everything workforce-related in one place.
- Flexible SMS option: Send SMS for urgent situations directly from the platform. Costs are only incurred when you choose to use SMS for critical alerts.
- Group and individual messaging: Message specific teams, locations, or individual employees. Target communications to relevant people only.
- Read receipts and delivery tracking: See who has viewed messages and rosters, making it easy to follow up with staff who haven't confirmed receipt.
- Rich notifications with context: Notifications include relevant details and link directly to the shift or roster item, so staff have full information immediately.
Frequently asked questions
Should I use SMS or app notifications for roster changes?
App notifications are better for most roster communication as they're free, instant, and provide richer information. However, SMS is useful as a backup for critical urgent messages or for employees who don't check the app regularly. A staff communication app that supports both gives you flexibility.
How much do SMS notifications cost for staff scheduling?
SMS costs typically range from 5-15 cents per message in Australia. For a team of 20 staff receiving 2-3 messages per week, this can cost $200-500+ annually. App notifications are free, making them significantly more cost-effective for regular communication.
Do all employees need smartphones for app notifications?
Most modern staff communication apps work on both smartphones and basic devices through web access. However, push notifications require a smartphone. For employees without smartphones, hybrid approaches using SMS for critical alerts and email for detailed information work well.
Can app notifications be turned off by employees?
Yes, employees can disable app notifications on their devices. However, quality workforce communication apps send notifications through multiple channels (push, in-app, email) and allow managers to see delivery status. Setting clear expectations about checking the app regularly helps ensure messages are seen.
Are SMS messages more reliable than app notifications?
SMS has high deliverability but depends on phone signal and carrier reliability. App notifications require internet connectivity but offer read receipts and confirmation features. Modern communication systems provide better accountability through delivery tracking and in-app message history.
What types of messages should be sent via SMS vs app?
Use app notifications for routine roster updates, shift reminders, and general announcements. Reserve SMS for urgent last-minute changes, emergency coverage needs, or critical alerts when immediate response is required. This approach balances cost-effectiveness with appropriate urgency.
How do I get staff to install and use the app?
Introduce the app during onboarding with clear setup instructions. Emphasize employee benefits like instant roster access, easy shift swaps, and leave requests. Make app usage part of standard procedures and ensure rostering and time tracking features are only available through the app to drive adoption.
Can I integrate communication with rostering systems?
Yes, integrated platforms combine employee rostering, time tracking, and communication in one system. When rosters are published or changed, notifications go out automatically. This eliminates manual message sending and ensures staff always have current information through the communication tools.
Related RosterElf features
Workforce management software built for shift workers
RosterElf gives Australian businesses the tools to manage rosters, track time, and support your compliance efforts—all in one platform designed for shift-based teams.
- Instant app notifications with SMS fallback
- Integrated rostering and communication
- Read receipts and delivery tracking
Disclaimer: This article provides general guidance only and does not constitute legal or financial advice. Award conditions and workplace laws change over time. Always verify current requirements using official Fair Work Ombudsman resources before making employment decisions.
