Katrina picked up the pencil and punched Ed's number. The circuit completed and she could hear the line ring. It rang again. She started tapping the pencil on her desk. The line rang again. 'Still not there,' she thought, tapping the pencil. 'Where is he?'
Then Ed's voice came on the line, but it was his outgoing message. Katrina thought for a moment, and hung up. "Damn," she said out loud, to nobody.
Frustrated as she might be, Katrina has just done something smart — rather than leave Ed yet another message, she decided to just hang up, saving both Ed and herself some time.
Virtual teams depend on effective telephone and email communications, and that effectiveness has both individual and team components. Here's Part I of some guidelines for virtual team communications. See "Virtual Communications: II," Point Lookout for February 2, 2005, for more.
- Have regular check-ins
- If you lead or manage the team, check in with each team member regularly. Depending on the nature of the work, you might check in daily, or two or three times a week — less often than that risks disconnection.
- Make appointments
- Communicating within
a virtual team
as if you were
- Making appointments minimizes phone tag, which is expensive in terms of stress, frustration, and time spent. When you want to talk with someone, make an appointment, possibly by email or by text message.
- Keep your appointments
- Running a little late when someone is waiting outside your office does hurt, but not nearly as much as running late for a phone conversation. When you're late for a phone appointment, the caller often has less idea what's happening or when you'll be available.
- If you're running late, take time out in advance — if you can — to advise your next appointment that you're late. Rescheduling is best.
- Agree on message response times
- Adopt a standard of reasonableness for the elapsed time to respond to email or phone messages. A rough rule of thumb: respond in about half the time you thought was reasonable outside of the remote management context.
- Use meta-responses
- If you can't return a message promptly, send a message saying so. If you can explain why, all the better, but at least let your partner know that you're aware of the delay, and estimate when you can respond.
- Define a three-level priority scale for messages
- Green messages (good news or bad) are nonurgent, yellow is possibly urgent, and red messages are urgent. Use this scale for email and voicemail, taking care never to inflate a priority just to get attention.
- Agree that nonresponse is a performance issue
- Agree that failure to respond to (or at least to acknowledge) a message within a "reasonable" time could be a serious performance issue. Clearly define the kinds of circumstances that could excuse the failure to respond.
I'd like to continue, but we're out of time for this week. Let's continue at the same time next week. Top Next Issue
Is your organization a participant in one or more global teams? Are you the owner/sponsor of a global team? Are you managing a global team? Is everything going well, or at least as well as any project goes? Probably not. Many of the troubles people encounter are traceable to the obstacles global teams face when building working professional relationships from afar. Read 303 Tips for Virtual and Global Teams to learn how to make your global and distributed teams sing. Order Now!
- Chris Riemer (www.knowledgestreet.com)
- Your advice is generally nontechnological, but I thought I'd mention something that was a great help in improving the efficiency of a virtual team I managed in the past: webcams.
- We already had a network backbone, and I spent a few bucks to buy a webcam for each location. Using only Microsoft's NetMeeting, it gave me a chance to see the folks who were many miles away, and that was an opportunity to notice a new hair cut, or see a smile, or share a picture of the dog. It made us feel much more in touch than the telephone alone. I was famous for drawing ideas on my white board, so this also let me communicate in the way I like to, even if the white board was pretty hard to see with a webcam.
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More articles on Personal, Team, and Organizational Effectiveness:
- Problem Defining and Problem Solving
- Sometimes problem-solving sessions are difficult because we get started solving a problem before we
know what problem we're solving. Understanding the connection between stakeholders, problem solving,
and problem defining can reduce conflict and produce better solutions.
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- You probably know many techniques for procrastinating, and use them regularly, but vociferously deny
doing so. That's what makes this such a delicate subject that I've been delaying writing this article.
Well, those days are over.
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- The Deck Chairs of the Titanic: Obvious Waste
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- Virtual Clutter: II
- Thorough de-cluttering at work involves more than organizing equipment and those piles of documents
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See also Personal, Team, and Organizational Effectiveness, Effective Communication at Work and Virtual and Global Teams for more related articles.
Forthcoming issues of Point Lookout
- Coming June 14: Pseudo-Collaborations
- Most workplace collaborations produce results of value. But some collaborations — pseudo-collaborations — are inherently incapable of producing value, due to performance management systems, or lack of authority, or lack of access to information. Available here and by RSS on June 14.
- And on June 21: Asking Burning Questions
- When we suddenly realize that an important question needs answering, directly asking that question in a meeting might not be an effective way to focus the attention of the group. There are risks. Fortunately, there are also ways to manage those risks. Available here and by RSS on June 21.
I offer email and telephone coaching at both corporate and individual rates. Contact Rick for details at rbrenHoWzUJVeioCfozEIner@ChacbnsTPttsdDaRAswloCanyon.com or (650) 787-6475, or toll-free in the continental US at (866) 378-5470.
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