In recent years several large consulting firms, including Forrester, Ketchum,
McKinsey, and Deloitte, have embarked on studies of consumer media preferences.
When exploring consumer interactions with health-plan providers, Forrester found that
the consumer had more respect for companies that honored consumer communications
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preferences (Boehm, 2010). The study also found that consumers paid more attention to
communication delivered via the channel that the consumer indicated as preferred
(Boehm, 2010).