THE prediction that the Internet would change business communications forever is facing another setback.

Despite the fact that half the UK is now online, consumers are saying that their preferred form of dialogue with business is the oldest -- the trusted post. This is one of the findings in The Lonely Customer, a new study commissioned by, surprise, surprise, the Royal Mail, which explores how businesses and consumers talk to each other.

The research says that despite the explosive growth in new communication channels, from SMS messaging to e-mail, there remains a huge divide between what customers want and how companies are willing to communicate

Overall, the research shows that communication in writing is still the preferred method, with the right mix of formality and familiarity, is less intrusive and gives consumers options that e-mail does not.