Based on the percentage ranges given by respondents, it is possible to calculate the average percentage of content delivered to each channel. The averages show a bit more clearly what we determined above: while print is the most highly used channel, it is losing ground to other channels. Channel use shows consistency across company sizes with a few notable exceptions: Large companies had a higher percentage of their content delivered in print (44.6%) and internally-facing Web sites (26.4%) than small and medium-sized companies.     Medium-sized companies had a higher percentage of their content delivered through mobile devices for text and graphics (16.4%) and audio (12.6%) than small and large companies.     Small companies had a lower percentage of content delivered in print (35.6%), internally-facing Web sites (16.7%), and multiple Web sites (13.5%) than medium-sized and large companies.

When documents and content are produced (especially for types that will be accessed by a large number of readers), workflow processes are commonly used to ensure information accuracy, completeness, message, and tone. Workflow processes often provide a safeguard that procedures have been followed and that designated people see and approve the document in various stages of completion. Workflow processes are typical regardless of which channel is being used to deliver the content. Workflow processes are often different for each channel, however, and fine-tuned to suit specific requirements. The types and details of workflow are numerous, but to understand the general approach, research participants were asked to identify what percentage of their multi-channel content is produced using various workflow types. The results are outlined in the table below.

Table 1: Percentage of Content Produced Using Workflow Processes