Dr. Jerri Nielsen at Amundsen-Scott South Pole Station in 1999. Dr. Nielsen was serving as the base doctor during the Antarctic winter of 1999, when she discovered a lump in her breast. With evacuation impossible, she consulted Dr. Kathy Miller, an oncologist at the Indiana University Cancer Center. By email and video link, Dr. Miller guided Dr. Nielsen in performing several biopsies on herself. Later, after an airdrop of medical supplies, Miller guided Nielsen in the administration of hormonal therapy and chemotherapy. Certainly this technical achievement is impressive, but Miller must also have pioneered methods of calming and comforting her patient virtually.
We tend to consider virtual relationships in the context of routine business events, but undertaking dispersed projects also entails a commitment to managing extraordinary events virtually. Hoping that extraordinary events won't occur is not enough. For instance, for missions to Mars, when extraordinary events occur, success might depend on the virtual relationship skills of those involved. See "Doctor at South Pole Received Medical Help via Video," by Denise Grady, in The New York Times for October 22, 1999. Dr. Neilsen (with Maryanne Vollers) wrote about her experience in Ice Bound: A Doctor's Incredile Battle for Survival at the South Pole. Order from Amazon.com. Photo courtesy Lawrence Berkeley National Laboratory.
In modern workplaces, face-to-face communications are a declining portion of all communications. We use a variety of communications media — telephone, text messaging, email, videoconference, and even interdepartmental mail and snail mail. Collegial relationships have taken on an increasingly virtual character. We regularly work with people we rarely meet face-to-face, and in some cases, we've never met and probably never will.
In contrast to the face-to-face relationship, we must be more deliberate about maintaining a warm, cooperative, and mutually beneficial virtual relationship. In virtual relationships, we lack access to the little cues that indicate friendship and respect, on which we rely to maintain the health of our relationships.
At first, being deliberate can feel false, and this leads many to avoid expressing friendship and respect, even indirectly. If you have this experience, try to recall how you felt when you received such expressions of friendship from another. Probably it felt good. The good news: with practice, the feeling of phoniness fades. Here are some tips for maintaining healthy virtual relationships.
- Make contact when you don't need to
- If you always wait until you absolutely need something from your colleague, then you might inadvertently "train" him or her to associate a message from you with your needing something. If you think it might be appreciated, send a short hello-how-ya-doin' once in a while.
- Make appointments if you're both very busy
- If either of you has a shortage of interruptible time, making appointments can be a welcome courtesy. Sending a note such as, "Do you have five minutes this afternoon?" can be more respectful than an unexpected phone call.
- Exploit opportunities at face-to-face meetings
- At times, you might find yourself at a meeting also attended by one or more of your virtual colleagues. Take advantage of these situations to say hello, have lunch, or spend some time not focused on work. Unless the meeting has an immediate and specific purpose related to the work you're doing together, use the time in other ways.
- Introduce your virtual colleagues to others at your site or elsewhere
- Make introductions when you can. Connect your virtual colleagues to other people at your site, or to other virtual colleagues of yours. Check first, though — they might already have met (virtually or otherwise), or one or the other might not wish to meet.
- In contrast to the face-to-face
relationship, we must be more
deliberate about maintaining a
warm, cooperative, and mutually
beneficial virtual relationship - Send "heads up" notes and thank-yous when appropriate
- If you hear of something that your virtual colleague might like to know (other than gossip), pass it along. And send thank-yous when they're deserved. Both will be appreciated.
Most important for maintaining any kind of relationship, send congratulations, holiday greetings, and condolences. Most of us like the comfort of knowing that we're in the hearts and thoughts of the people we know. Being remembered feels good. Can you remember someone today? 
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Related articles
More articles on Personal, Team, and Organizational Effectiveness:
The True Costs of Indirectness- Indirect communications are veiled, ambiguous, excessively diplomatic, or conveyed to people other than
the actual target. We often use indirectness to avoid confrontation or to avoid dealing with conflict.
It can be an expensive practice.
False Summits: II- When climbers encounter "false summits," hope of an early end to the climb comes to an end.
The psychological effects can threaten the morale and even the safety of the climbing party. So it is
in project work.
Why We Don't Care Anymore- As a consultant and coach I hear about what people hate about their jobs. Here's some of it. It might
help you appreciate your job.
Down in the Weeds: II- To be "down in the weeds," in one of its senses, is to be lost in discussion at a level of
detail inappropriate to the current situation. Here's Part II of our exploration of methods for dealing
with this frustrating pattern so common in group discussions.
Listening to Ramblers- Ramblers are people who can't get to the point. They ramble, they get lost in detail, and listeners
can't follow their logic, if there is any. How can you deal with ramblers while maintaining civility
and decorum?
See also Personal, Team, and Organizational Effectiveness, Emotions at Work and Virtual and Global Teams for more related articles.
Forthcoming issues of Point Lookout
Coming February 1: The Big Power of Little Words- Big, fancy words, like commensurate or obfuscation, tend to be more noticed than the little everyday words, like yet or best. That might be why the little words can be so much more powerful, steering conversations where their users want them to go. Available here and by RSS on February 1.
And on February 8: Kerfuffles That Seem Like Something More- Much of what we regard as political conflict is a series of squabbles commonly called kerfuffles. They captivate us while they're underway, but after a month or two they're forgotten. Why do they happen? Why do they persist? Available here and by RSS on February 8.
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