Kanika Sachdev

Standardize the Communication

In today’s rapidly evolving work environment, the rules of digital communication are undergoing a significant transformation. As companies embrace a flat, flexible way of working, with colleagues scattered across different time zones and locations, establishing new guidelines for digital communication has become imperative. Interestingly, the plethora of communication platforms at our disposal has only added layers of complexity to our interactions.

Setting Up Standards for Collaboration Channels

With tools like Slack, email, video calls, and project management software, communication can quickly become a tangled web. Documents and messages often get duplicated across multiple platforms, leaving team members bewildered about where to find specific information. This digital chaos necessitates the establishment of clear norms for each communication channel.

1. Slack/Instant Messaging Platforms

Instant messaging platforms like Slack are invaluable for time-sensitive or urgent messages and brief, straightforward conversations. Here are some key norms to consider:

  • When to Use: Ideal for short conversations & urgent responses involving fewer than six people.
  • Response Time: Aim to respond as soon as possible.
  • Norms:
    • Availability: Set your status to indicate your availability.
    • Content: Avoid complex questions or discussions that require visual aids.
By adhering to these guidelines, teams can ensure that Slack remains a tool for quick, efficient communication rather than a source of confusion.

2. Email

Emails serve as a formal record of communication, making them suitable for conveying important, directional, and timely information. Here are some best practices:

  • When to Use: Suitable for conveying important, directional, and timely information.
  • Response Time: Aim to respond within 24 hours.
  • Norms:
    • Subject Line: Include an identifier to indicate urgency and response expectations.
    • Attachments: Use email to share documents and links to online resources.
    • Content: Avoid using email for casual conversations or when an immediate response is required.
By following these norms, teams can maintain the integrity of email as a reliable communication channel.

3. Video Calls

Video calls are ideal for meetings that benefit from visual interactions, such as project check-ins, introductions, or presentations. Here are some guidelines:
  • When to Use: Ideal for meetings that benefit from visual interactions, such as project check-ins, introductions, or presentations.
  • Response Time: Schedule calls in advance and prioritize them based on importance.
  • Norms:
    • Mute: Keep yourself on mute when not speaking.
    • Video Requirement: The host should clarify if video functionality is necessary.
    • Recording: Record the call for those who cannot attend.
By adhering to these norms, teams can ensure that video calls remain productive and focused.

Enforcing Communication Norm

Once communication norms are established, the challenge lies in ensuring adherence. Erica Dhawan, in her book ‘Digital Body Language,’ highilighted one incident where the team used the hashtag #KillDuplication when a message is sent on the wrong channel. This approach makes it less of a call-out and more of a fun reinforcement to learn the new behavior.

Conclusion: Embrace the New Norms

As we navigate the new rules of digital communication, it’s essential to embrace these norms to foster a more organized and efficient work environment. By clearly defining the purpose and usage of each communication channel, teams can reduce confusion and enhance collaboration. So, let’s take control of our digital interactions and make the most of the tools at our disposal.
 
Remember, the key to effective digital communication lies in clarity, consistency, and adherence to established norms.

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In conclusion, for DTC brands navigating the complex digital ecosystem, establishing a single source of truth is not just a convenience—it’s a necessity. By harnessing the power of integration and centralizing data and workflows, these brands can unlock operational efficiency, drive informed decision-making, and position themselves for sustained growth in today’s competitive landscape.

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