Why Your Remote Workers Suck At Communication
Have you seen the email about the slack message about the text message you sent me?
Contrary to those who prefer RTO, remote workers are more accessible than any others. With a variety of messaging services that range from comments in software to ordinary phone calls, you can endlessly (and automatically) reach remote workers 24/7 — wherever they are in the world.
Let’s take a look at the different types of communication funnels we encounter in the corporate world, and how we can navigate the conversations within each of them.
Classic Email Threads
Email is one of the first forms of digital communication used widely across the corporate world. It’s great for conveying long, complex threads and creating visibility in robust conversations.
However, the downside of email resides in the comfort people have with using it for quick messages, requests, questions, or any other type of messages. So how do you navigate the wonderful world of emails? How can you utilize it for good?
Email Best-Practices
- Remove spam from your inbox. No, not just actual spam. I mean marketing emails from software, meeting reminders, comment notifications, and other similar emails that are typically ignored, but clog up your inbox. Create the visibility you need to respond to important messages.
- Create guidelines. Who is allowed to send you an email? Draw clear lines for clients, managers, teammates, and anyone else you need to contact. Is email the best place for you to converse?
- Avoid redundancy. Don’t email someone asking if they got your message elsewhere. If they haven’t, then that’s a broken process with that form of communication. Avoid complicating the way you communicate and keep it in one place.
Email Uses
- Meeting Follow-Ups/Notes
- Release Planning
- Project Scheduling
- Meeting Agenda Prep/Recap
- New Inquiries/Questions
- Requesting Information
- Sharing Metrics/Updates
- Establishing Next Steps
Slack, Teams, & Other Messengers
This is often the preferred place of communication, but it’s often neglected. Messenger apps are great for allowing the SMS-like interface while protecting your personal number and setting guidelines for quiet hours and online status. The downside of these messenger apps is that long messages and threads are often buried in group chats, and private chats can limit visibility to other teammates.
Messenger Best-Practices
- Keep it short and simple. Create conversations as you would in passing in an office. Did you finish that task? How’s your project going? Do you have any notes for me? If it’s longer than a sentence or two, it’s too long.
- Mitigate requests. If you know you’re only supposed to receive requests via email, call, or ticket, avoid accepting it. Respond in the essence of ‘thanks, but no thanks’ — acknowledge the request, but counter with asking them to put it in the right spot. Although it may seem helpful to do it for them, it creates clutter and confusion around your intake process and communication funnels.
Messenger Uses
- Quick Questions/Comments
- Scheduling/Coordinating
- Establishing Consensus
- Reminders/Small Updates
- Delegating/Reassigning Work
Live Video (Or Audio) Calls
Video and audio calls (such as zoom) are a great way to get quick answers, as well as dive into in-depth conversations. The downside of video calls is that in the remote world, unexpected or back-to-back calls can quickly fill up your calendar with little productivity or result. Sometimes the simplest way to communicate isn’t always the best.
Live Video Best-Practices
- Create an agenda. Never schedule or accept a virtual meeting without understanding the purpose and the desired result.
- Time box your meeting. Don’t let the call run over. The words ‘just one more thing’ can quickly lead to an extra thirty minutes. Keep it short and plan another meeting if your conversation has to continue.
Live Video Uses
- Thorough Discussions
- Troubleshooting/Escalating
- Introductions/Onboarding
- Demonstrations/Instructions
- Reporting Metrics
- Project Status Review
- Requirements Gathering
- Project Planning/Coordinating
The Dreaded (Personal) Texts/Calls
It’s often a 50/50 split whether or not it’s viewed as appropriate to give your personal phone number out at work. Some places require it, some places frown upon it. Unfortunately, there aren’t many great reasons for giving out a personal number. Sure, some cases may call for it in order to handle high-priority clients or troubleshoot high-stake risks. So, what do you do when your phone is blowing up after-hours?
Call/Text Best Practices
- Define your boundaries and make them clear. It’s easy to want to seem easy-going and approachable, but there needs to be a clear line between work from home and personal time. If you find your phone is bleeding those two spaces together, it’s time to establish new boundaries.
- Mute your notifications. Whether it’s using do-not-disturb modes or unplugging on your own, take time away from your notifications no matter how ‘urgent’ they seem.
Call/Text Uses
- Time-Sensitive Issues
- Escalations/Fail-Safes
- Automated Responses
The Less Typical Pre-Recorded Videos
Occasionally, you may be sent a pre-recorded video as a demonstration or instructional. So how do you decide when this type of communication is appropriate, and how do you respond?
Pre-Recorded Best Practices
- Decide what should be a video, and what needs a meeting. Some helpful guidelines for this include one simple factor: is intermittent communication needed or is it truly something that anyone can benefit from watching on their own time.
- Understand when it’s time to jump on a call. If you find sharing your video results in an influx of questions, comments, or discussions, then it’s important to identify how a live call could have been more beneficial.
Pre-Recorded Uses
- Feature Demonstration
- Instructional/Walkthrough
- Onboarding/Training
- Quick Tips/Help
- Bugs/Issues/Errors
Mentions/Comments (VIA PM Software)
This is a tricky one. This channel is often either entirely neglected or used and misused. The purpose of your project management software is to contain your source of truth to one area for consistency and clarity. In most cases, these updates and comments spread across email, messengers, and video calls, so it tends to be left without an update. How can you keep everything contained? What types of conversations require longer formats such as email?
Mentions/Comments Best Practices
- Keep it specific. If you’re sharing an update about a specific task, make sure it is in the right spot and including the correct people.
- Ensure there is a purpose of your comment or mention. Are you missing feedback or approvals? Are you handing work off? Be specific.
- State your action item. Don’t assume your comment will be interpreted accordingly. If you need something, clearly ask for it.
Mentions/Comments Uses
- Task Updates
- Questions/Comments
- Content Requests
- Task Hand-Offs
- Giving/Receiving Approval
- Requirements Gathering
These guidelines should be interpreted and adapted as needed. Understand how each channel can benefit you and create your own rules and boundaries for each of them. Remember to communicate your expectations clearly, stick to your standards.
Unsure about how to organize your communication?
Comment below — let’s chat.
