Springest communication Rules of Engagement in Holacracy

This is a copy of our internal Rules of Engagement, updated when our Communication Clarity role updates them internally in our helpdesk system. You can read more about communication, rules, policies and processes in this article.

PS: as a customer, partner, employee, parent, husband, friend, pet or child of a Springeteer, you can not derive rights from these rules ;)

— Updated: 9 April 2019

The rules of the tools

  1. Sputr: Scan (and read what’s interesting ;)) all posts (not replies per se), within 2 business days.

But but it’s too much!!! Nah… We can always revisit these rules, and should discuss these things in our FTHM. It’s essential to keep your communication channels clean so we can depend on each other. It’s not acceptable to say “if I don’t respond you should just ask me on another channel”, because that creates the expectation that we could just drop our inbox and wait for something to catch fire before we respond.

Clarity in communication🔗

Clarity is the most valuable thing in communication, because it saves time directly, as well as indirectly by making better decisions. Your 10 extra seconds for creating clarity saves 10 seconds * X persons * X interactions needed to clarif, so yes it is worth the extra effort. Some rules of thumb that can help you increase clarity:

When you’re asking / initiating / talking:

  • Ask one question at a time: if you add related stuff, you increase the chance that people only respond to part of your request.

When you’re responding / listening / receiving:

  • Don’t answer if you don’t care from a role you have. If you want to process your tension / idea / improvement anyway, give it to the role / person who does care because they’re accountable for it and they can better gather all input and combine it.

Communication with the outside world

Be sure to also check out our Communication tone of voice and style guide.

We want to be fast for great customer happiness. Because of our different target groups, we have support requests coming in from many sides (mediapartners, providers, users, suppliers, Go clients) and very often they mix, because it’s our role to connect those groups… So, to make sure we still delight them with our snappy and friendly response, some pointers:

  1. Our first response: should be within 2 working hours.

And, depending on your roles there might be other Rules of Engagement applicable:

So are we not human anymore?

We are still be human, and if you’re really busy (behind on communication) for a few days, just share that with whoever depends on you so they know. It’s perfectly acceptable to respond to an incoming task or question with “No time for this in the coming days, let me know if there’s tension with that!”.

Also: if you’re really busy I think you can still scan your inbox at the beginning of your day for 10 minutes to make sure there’s no 5 second answers you can give to help your colleague progress her task. You can just skip the rest and mark the as upcoming actions, this is basic GTD: separating processing from doing. And just ask one of our David Allen roles if you need a helping hand with GTD :)

With all our communication channels exploding, and more tools replacing even more tools, I thought it might be good to share what we expect of everyone, communication-tool-wise :)

Founder @Springest. More me at https://ruben.org

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