The coronavirus pandemic catapulted digital communication and its tools to new heights and territories at an unheard-of speed. This rapid change left almost everyone with a lot of catching up to do in their communication skills for the new era of remote work. As a result, thousands of articles, videos, courses, and webinars popped up all over the Internet, discussing the best communication practices in virtual workplaces.
But with the wealth of information available, many found it difficult to sort through the advice. Although numerous resources offered valuable insights and guidance, they also created a sense of overwhelm.
That’s why we decided to draw on our experience of working remotely with a distributed team at Flatio to share some tips that remote workers can implement to communicate more effectively, improve the performance and wellbeing of themselves and their colleagues, and contribute more positively to company goals.
We’ll share these internal communication best practices - which we think can be carried over from the workplace to one’s personal life - as a guide in a blog series titled “Virtual Harmony: A Remote Work Guide to Effective Internal Communication.”
The guide focuses mainly on commonly used communication tools, namely email, Slack, and Zoom, and is divided into six categories covering different aspects of internal communication:
- Tools
- Interpersonal relations
- Team management
- Mental health
- Online meetings
In this blog post, we present some of the tips that fall under “communication tools and personal communication skills” and can benefit team leaders, employees and freelancers working remotely, especially if they’re tailored to the specific needs of each individual remote workplace.
Communication tools and personal communication skills
At the heart of the remote work revolution are the means of communication. While many are familiar with online communication tools and platforms, making better use of them can improve internal communication within a company. Let's explore some recommended best practices in this regard.
Using the right efficient and modern tools for communication
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There are various tools available for online communication, and it is important that you choose the right one for your team. Conduct thorough research to find reputable, up-to-date, mobile-friendly, and secure platforms that meet your team's specific needs.
Slack
Slack is commonly used because it's user-friendly and enables the creation of private and shared channels for different topics, making communication streamlined and keeping everyone in the loop. Slack also offers features like voice and video calls, as well as screen sharing. For optimal results, consider using Slack alongside other communication methods, such as email.
Email is suitable for longer and more serious messages and allows team members to respond at their own pace, while Slack is ideal for shorter or less critical messages that require immediate attention.
You should keep in mind that introducing too many communication tools and platforms can lead to disorganization and confusion among team members. It’s advisable to limit internal communication tools to two platforms.
Sticking to the chosen communication platforms
Once you've picked the best communication platforms for your team, it's crucial to avoid switching to trendy apps unless absolutely necessary. Getting used to new apps takes time, and an unnecessary change can cause inconvenience, confusion, and loss of important data. Only switch to a new communication platform if you're sure it will significantly improve the organization's overall performance.
Using different communication platforms for a change
It's not a good idea for team leaders to frequently change the main communication platforms in the organization. However, switching between widely used apps that people already have on their devices can be beneficial.
For example, if your team usually uses Zoom, occasionally trying Google Meet can make communication more interesting as each platform offers different features. It also lets team members learn to use different popular software, and the skills they gain can be useful beyond the company.
Explore more: 10 Steps to Convince Your Boss to Let You Work Remotely and Become a Digital Nomad
Learning to get the best out of communication tools
As software providers compete in the remote work space, they keep adding new features and updates. It can be hard to keep up, but it's beneficial to watch for features that matter to your work and learn how to use them well. If you need help, check the "Help" or "FAQs" sections in the apps, or ask your colleagues.
Team leaders can take the lead by sharing useful features with their team, holding workshops, or sending updates through internal notes or newsletters. Learning how to use digital platforms effectively might take time, but it's a worthwhile investment that makes work more efficient and saves time and energy in the long run.
Categorizing conversations into dedicated sections
Today's communication platforms enable users to efficiently organize conversations into dedicated spaces. For example, Slack lets you create separate channels for different topics or teams, bringing order to daily communication. If someone doesn't find a channel useful, they can easily leave it at any time.
Using private channels or direct messages when appropriate
Tools such as Slack offer the option of sending direct messages or making private channels accessible to certain team members. This is useful when a conversation involves only a couple of people or a smaller group, as it avoids distracting those who aren't part of the discussion.
Mentioning the addressee in your correspondence
When using private channels on platforms like Slack or sending emails with multiple people CC'd, it's crucial to specify who should pay attention to your message. This prevents confusion, ensures your message isn't overlooked, and increases the likelihood of a prompt reply. Be sure to tag the person you're addressing.
It's also important to mention specific individuals in your direct or indirect messages because both email and platforms like Slack allow users to filter messages that mention them. This feature helps them find relevant messages quickly.
If there's more than one person who can respond, you can mention them using "or": @Mr. X or @Ms. X.
Knowing when direct messages are preferable to shared conversations
Picture a scenario where you're talking to two people in a private channel on Slack or email, and one of them makes an embarrassing mistake. You want to help them without embarrassing them further.
The best approach is to exclude the second person from the conversation and send a private message to the colleague who made the mistake. This is both professional and considerate.
Also, if a conversation goes into a personal topic, it's best to switch to private messages instead of discussing it in a group chat.
Asking people if they want to be kept in the loop
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Imagine a situation where you have two colleagues to keep informed about a task, and you share updates in a private channel or through email by CC'ing both. You might assume only one needs all the details while the other just needs the final results.
It's recommended to ask the second person if they want updates at every stage or just when the task is complete. If they prefer being left out until the end, stop sharing with them in the channel or CC'ing them and communicate directly with the other person.
If someone's job requires staying in the loop on specific topics, and this has been communicated to you before, you don't need to ask for permission each time you want to keep them informed on related matters.
Using the “thread” feature efficiently
Most modern communication platforms, like Slack, have a "thread" feature that helps users have organized and detailed discussions instead of making channels or direct messages messy. It forms a chain with the original message and all responses, making it easier to review the entire conversation.
Gmail also has a similar feature called thread or threading, which groups related messages. Using these features is recommended as they make it easier to reference earlier messages and ensure important information isn't overlooked.
Using hashtags
Using hashtags is a helpful way to gather discussions on a specific topic and make related conversations easy to find and review by creating searchable keywords. Each hashtag creates a searchable archive around a subject. For instance, on Slack, typing “#” and then your keyword allows you to search for that word using the search bar.
In addition to organizing messages, hashtags also serve as a way to initiate conversations about a particular topic. They enable team members to connect, share experiences, and contribute to creating an engaging work environment.
If you plan to use hashtags in this way, work with your team to create a list of hashtags that you can all use. This way, the information will be properly categorized and there will be no confusion.
Hashtags can also be used to find a specific channel in the search bar or to point people to the right channel to share certain content. By entering a “#” together with the name of a channel, you create a link to that channel in your message. The user then only has to click on the channel and is forwarded directly to it.
Using the "snooze" function to see messages later when you need them
Gmail offers a “snooze” function that allows you to temporarily hide received messages from your inbox. When an email is snoozed, it will reappear at the top of your inbox at a later time:
- later in the day
- tomorrow
- next week
- or at another desired date and time
This feature is handy for keeping non-urgent messages out of sight, maintaining an organized inbox, and prioritizing responses to urgent messages.
Slack also has a similar feature called "Remind me", which alerts users about a snoozed message at a selected date and time. Utilizing these features, according to industry experts, can significantly improve mental well-being by helping individuals maintain a clear head, especially when dealing with a large number of new messages.
Refraining from sending duplicate messages
To avoid confusion and save time, team members should avoid sending the same message on multiple workplace platforms. When waiting for a response, it's best to give the person some time, especially if the task isn't urgent. If there's no reply within a reasonable timeframe, consider following up on a different platform.
To get quicker responses, it's useful to know which platform each team member prefers. Contacting them through their preferred platform can help speed up communication.
Not replying to similar messages from the same person on all platforms
Sometimes, your colleagues might send you a message via email and then repeat a similar message on Slack. They could have various reasons for doing this, like forgetting they already sent it or wanting to emphasize the point.
Regardless of their reasons, you shouldn't feel obligated to respond on every communication platform. For example, if you've already confirmed receiving an assignment via email, there's no need to do it again in response to a similar message on Slack from the same person.
It's their responsibility to check their messages on all platforms, and you don't need to ensure they see your message unless you're almost certain they missed it or unless they follow up with you.
Checking all channels before you send a message
Imagine you sent a message to a colleague on Slack and want to follow up the next day if they haven't replied. Instead of jumping to send another message on Slack, it's better to check all communication channels your team uses. Your colleague might have responded through email if they found it more suitable.
If you've replied on a different channel than the original message, consider writing on the same channel and asking your colleague to check the other platform (like email or Slack) to find your reply.
Clarifying your preferred mode of communication
It's a good idea to let your colleagues know how you prefer to be contacted for different types of messages, and explain why if necessary. You may want to ask your teammates to send you assignments via email so that all important information is gathered in one place. You can explain to them that this saves time and energy, makes the process more efficient, and reduces the risk of missing important messages or deadlines.
However, there are times when compromise may be necessary, especially with colleagues in higher positions. For example, it's not recommended to tell the CEO how they should contact you as it may not seem respectful, and they likely deal with many people daily, making it hard to remember your preferred way of contact.
Explore more: How to Continue Remote Work: Persuading Your Boss to Reconsider Office Policies
Not replying to a message addressed to another person
When messages are shared in a group and the entire channel is tagged or it is a general message that is not addressed to any specific members, it's okay to join the conversation or answer questions.
But if only specific people are tagged, it's polite not to reply, even if you think you know the answer. If you believe your input is valuable, send a direct message to the person who sent the initial message.
Knowing when to reply to a message addressed to another person
Generally, it's not appropriate to reply to a message meant for someone else. However, in certain situations, it becomes necessary.
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For example, in a private Slack channel, if one colleague asks another to do a task and doesn't get a reply, but you know the person is unwell and will be back tomorrow, it's not just appropriate but necessary to respond. This keeps the other team members informed of the situation.
Replying to messages at once
Imagine you post a message on a public Slack channel and get 10 replies. In most cases, it's not necessary to respond to each message separately because it can clutter the thread and be distracting. The best practice is to wait a bit and then reply to all of them in one message.
For example, if everyone congratulates you on your birthday, you can thank them all at once. When possible, to show respect, you can mention their names in your reply to let them know you've read their messages. Of course, there are situations where each message needs individual attention.
Writing down and sharing important details of verbal communications
In any company, big or small, there's usually a lot happening in terms of communication within and outside the team. It's hard, if not impossible, to remember all the important details from various conversations.
When important information is shared verbally, it's beneficial to write it down and share it with the other person or relevant people. This way, it can be used as a reference when needed.
Replying to messages at the earliest opportunity
Some people tend to delay responding to messages, which can cause issues, especially in fast-paced organizations with tight deadlines. It’s best to reply to messages at the earliest opportunity.
However, it's important to consider that replying instantly might clutter the recipient's inbox and make it hard to track the conversation. In such situations, it's better to wait, gather all necessary information, and then send everything in a single email rather than multiple emails.
Be cautious of the urge to respond immediately, as it may be driven by the need to show constant activity. Double-check your intent before hitting "send." Avoid gaining a reputation for replying too quickly, as it can create future pressure to maintain that image, and others may come to expect immediate responses.
One more thing before you go!
If you're a remote worker traveling the world and need a place to stay, we've got you covered.
Flatio is a digital nomad housing platform operating in over 300 destinations in Europe and beyond. We focus on monthly and long-term stays (rooms, flats, and houses), but short-term rentals are also possible from 5 days. No deposit is required for stays under 180 days unless local laws require otherwise.
Utilities and Wi-Fi are included in our lease agreements, which can be used for visa purposes and as proof of address. We offer a secure payment system, including a Bitcoin option, and daily customer service, including a 24/7 emergency line.
