Communication is not what it seems.
Not every message requires an immediate answer, assuming it does create a chaotic workflow where everyone is constantly interrupted.
Instead, companies should foster a culture that respects response times and encourages thoughtful, well-considered answers over instant replies.
Creating policies around communication expectations can help set the tone for a more deliberate and effective exchange of information.
Building a Solid Foundation for Internal Communication in Slack
This can be applied to any other productivity tool. We will stick with Slack in this article.
For example, Slack has become a staple in many workplaces, especially incredibly remote ones.
But without the proper groundwork, it can quickly become overwhelming and counterproductive.
Here are some key strategies to build a strong communication culture using Slack:
1. Set Clear Expectations for Communication
First and foremost, guidelines on how and when to use Slack should be established. Should people use direct messages for quick questions? What kind of issues should be escalated to video meetings instead? Setting these boundaries ensures that everyone is on the same page.
2. Utilize Channels for Specific Purposes
Segment communication effectively. Use channels for distinct purposes, such as project-specific, team-based, and even fun for off-topic chatter.
This keeps conversations organized and helps reduce noise for those who only need to follow specific topics.
3. Use Slack’s Features to Optimize Workflow
- Pin important messages to ensure everyone sees them.
- Use threading to keep discussions focused and avoid clutter.
- Leverage status updates to indicate when you’re available, away, or busy.
- Set boundaries with the “Do Not Disturb” function so employees don’t feel obligated to respond after hours.
How Internal Comms Teams Are Leveraging Slack’s Features
Communication teams are critical in ensuring that Slack (or any platform) is used to its fullest potential.
Here are a few innovative ways internal comms teams are maximizing Slack’s capabilities:
1. Regular Pulse Surveys
Using Slack’s integration capabilities, many companies run weekly or monthly pulse surveys to gauge employee sentiment. This helps leadership stay informed about morale and engagement, allowing them to address issues before they escalate.
2. Announcements and Feedback Loops
1Instead of long, tedious email chains, many internal comms teams leverage Slack for quick announcements, followed by open feedback loops in dedicated channels. This allows employees to engage with leadership directly, fostering a culture of transparency and trust.
3. Company-wide Celebrations
Teams use Slack for virtual celebrations, whether for personal milestones, project wins, or even fun events like team trivia.
This helps maintain a sense of community and camaraderie, even in a remote setting.
Breaking Down Barriers: Strengthening Leadership and Employee Connection
One of the most significant challenges in remote communication is bridging the gap between leadership and employees. In traditional office settings, leaders are visible and approachable, and their presence alone can provide guidance and motivation.
In a remote environment, however, this dynamic changes. Leaders must be more intentional in their communication.
1. Make Leadership Accessible
Leadership must actively participate in company-wide channels, making themselves available to employees. Regular updates, whether through written messages or video calls, can help employees feel more connected to the company’s direction and leadership.
I would suggest careful planning before hitting that button.
2. Host Open Office Hours
Some companies have successfully implemented virtual “office hours” where employees can ask questions or share ideas with leaders. This creates a more open dialogue and helps employees feel their voices are heard.
3. Regular Video Town Halls
While written communication is essential, video remains a powerful tool for creating connections. Regular video town halls or company-wide meetings allow leadership to directly engage with employees, answer questions, and share updates more personally.
Creating a Culture of Empathy and Clarity in Communication
Ultimately, mastering internal communication is not about finding the latest tool but creating a culture that values empathy, clarity, and patience.
1. Emphasize Clear Writing
Encourage employees to be direct and concise in their messages. While a casual tone is acceptable in many workplaces, clarity should always be the priority. Misunderstandings often arise from vague or overly complex messages that could easily be avoided with more straightforward writing.
2. Foster Empathy in Communication
Empathy is an often overlooked aspect of workplace communication. Before sending a message, employees should be encouraged to consider the recipient’s workload, time zone, and current responsibilities. Rather than expecting an immediate response, giving people the space to answer thoughtfully leads to better outcomes.
3. Promote the Use of Video and Audio
Sometimes, written communication can only go so far. If a conversation becomes convoluted or tense, encourage employees to switch to a video or audio call.
Tone and intention are much easier to convey verbally than through text.
Slack’s Huddles feature enables voice calls within channels. This helps teams avoid long back-and-forth message chains and resolve issues in real time. You can also share your screen to show designs, presentations, or code without leaving Slack.
Common Pitfalls to Avoid in Remote Communication
Despite the best intentions, even the most well-meaning communication practices can backfire if certain pitfalls aren’t avoided:
1. Over-reliance on Written Communication
As previously mentioned, not every problem can be solved through text. Encourage employees to escalate specific discussions to video calls, especially when nuance or delicate situations are involved.
2. Assumptions About Response Times
We’ve discussed how FOMO can drive employees to expect immediate responses. But assumptions can also go the other way. Some employees might feel that it can be ignored if a message isn’t marked as urgent. Balancing expectations around urgency and response times is vital.
3. Misuse of Public Channels
While public channels are great for transparency, they can also become breeding grounds for unnecessary debates. Encourage employees to take sensitive conversations offline or, at the very least, into private discussions.
Tools as Extensions of Communication Culture
Our tools are only as effective as the culture we build around them. Tools like Slack, MS Teams2, and Zoom can foster productivity and connection or create distractions and confusion.
The difference lies in how companies train their employees to use these tools and the communication standards they set.
Key Takeaways
- Internal communication tools like Slack and MS Teams can enhance productivity but must be used thoughtfully.
- Clear guidelines and expectations are crucial for reducing ambiguity and improving efficiency.
- FOMO and the assumption of immediate responses are significant disruptors of communication flow in remote environments.
- Empathy and clarity should be the foundation of any internal communication strategy.
- Encourage using video or audio calls for discussions that require nuance, tone, or sensitive handling.
- Leadership’s active involvement in communication fosters trust and transparency within the team.
Seamless internal communication is an art that requires both the right tools and a solid culture to support it.
By mastering this art, companies can improve workflow and build stronger, more connected teams.