Communication

Clear communication is crucial, especially when working remotely. Effective communication ensures that everyone stays aligned, tasks are completed efficiently, and there are no misunderstandings. Here are our guidelines for choosing the appropriate communication channels and maintaining clear and efficient communication.

Choosing the Right Communication Channel

Use the appropriate channel based on urgency and the expected response time:

• Call: For the most urgent matters, requiring a response within 15 minutes.
• Text Message: For urgent but less critical issues, with a response expected within 1 hour.
• Slack: For general communication, with a response expected within 4 hours.
• Email: For less urgent matters, with a response expected within 2 days.

Note

Response times are applicable during business hours and assume the person is not engaged in client meetings or other urgent tasks.

Use the Right Tool for the Job

Understand the difference between messages and documentation. Systems like email or Slack should not be used as permanent repositories of information—they are transient or ephemeral communication tools. Whenever information needs to be accessed by the team now or in the future, it's better to add it to ClickUp or create a proper document in Google Drive.

Consider Alternative Media for Complex Messages

If an email or Slack message is becoming too long or complex, consider using an alternative form of communication. Sometimes a quick call, scheduling a meeting, or recording an audio or video can convey your message more clearly and effectively.

Best Practices for Communication

• Avoid "cliffhangers": Clearly state your needs or questions in one comprehensive message. Don't leave the recipient guessing or waiting for additional information.

• Close the loop: Ensure all open matters are resolved or acknowledged. Follow up on ongoing discussions to confirm that issues have been addressed.

• Follow up if needed: If you don't receive a response within the expected time frame, don't hesitate to follow up. It's better to gently remind than to let important matters fall through the cracks.

• Escalate appropriately: Don't send the same message across multiple channels simultaneously. If you need to escalate an issue, do so by moving up the communication channel hierarchy. For example, if a Slack message doesn't receive a timely response for an urgent matter, consider following up with a text message.

• Acknowledge receipt: It's okay to send a quick "got it" or an emoji to acknowledge that you've received and understood a message. This reassures the sender that their message has been seen.

• Be clear with "FYIs": When sending an FYI, add a brief note explaining what specifically you want the other person to be aware of. This avoids confusion and ensures the information is understood.

• No need to respond to "FYIs": Generally, there's no expectation to respond to FYIs unless clarification or action is required.

• Be clear and concise: Avoid lengthy messages when a short, clear message will suffice. Make your point directly and ensure that the recipient understands the key takeaways without needing to sift through unnecessary details.

• Use bullet points for complex information: When conveying multiple points or instructions, use bullet points or numbered lists to make the information easier to follow.

• Provide context: When discussing issues, projects, or tasks, include enough background information so that the recipient understands the full picture. This reduces the need for follow-up questions and speeds up decision-making.

• Reference previous communications: If your message relates to an earlier conversation, quote or reference the relevant parts to help the recipient quickly recall the context.

• Maintain a professional tone: Always communicate with a tone that is respectful and professional, regardless of the medium. Avoid using overly casual language or humor that could be misinterpreted, especially in written communication.

• Be mindful of your tone in written communication: Without vocal cues, written messages can sometimes be misinterpreted. Strive to be polite and neutral to avoid misunderstandings.

• Proofread communications: Always proofread your messages, especially when communicating with clients. Take a moment to read through what you've written before hitting send, and use spell check and grammar checkers to catch any errors.

• Avoid excessive Cc/Bcc: Be mindful of who truly needs to be involved in communications. Avoid adding unnecessary recipients in Cc or Bcc fields in emails (or creating large group messages in Slack). This helps keep communication focused and reduces clutter in others' inboxes.

• Set expectations: When sending messages, especially via email, clearly state when you need a response or action to be taken. This helps the recipient prioritize and respond appropriately.

• Acknowledge receipt of large or complex tasks: If you receive a message that requires significant work, acknowledge receipt and provide an estimated timeframe for when you will respond in full.

• Be mindful of time zones: When working with team members in different time zones, consider the time of day for them before expecting a response. If you require a timely response, specify the time in the recipient's local time zone to avoid confusion.

• Document decisions and agreements: After reaching an agreement or making a decision, summarize it in writing and share it with all relevant parties. This ensures that everyone has a clear understanding of the outcome and next steps.

• Use secure channels for sensitive information: When sharing sensitive or confidential information, use secure channels and be mindful of who has access to the communication. Avoid sharing such information over unsecured or public platforms.

• Clarify ambiguous statements: If you receive a message that is unclear or open to interpretation, ask for clarification rather than making assumptions.

• Avoid sarcasm and ambiguity: In written communication, avoid sarcasm or ambiguous language that could be easily misunderstood without vocal cues.

• Respect after-hours boundaries: Unless it's an emergency, avoid contacting team members outside of regular business hours. If you need to send a message outside of working hours, consider using the "schedule send" feature to have it delivered during business hours.

• Indicate urgency when appropriate: If something is truly urgent, make it clear in your communication so that the recipient understands the need for immediate attention.

By following these guidelines, we can ensure that our communication is effective, clear, and efficient, which helps us all work better together as a team.