With the pandemic came a surge in remote work and geographically dispersed teams. As a result, teams adopted even more tools to communicate digitally – Zoom, Microsoft Teams, Slack, and even text messages. In a previous article, The Value of Communication Platforms in our New Virtual Normal, we revealed some of the benefits brought on by these instant messaging tools. However as we some return to work in a hybrid capacity, it is essential for managers to establish norms around digital communication with their teams.

Through a recent Quester survey of almost 2,000 office workers, it was found that over 70% experienced some form of unclear communication from their colleagues. This leads to the average employee wasting four hours per week on poor or confusing digital communications. Author Erica Dahwan in her article, Did You Get My Slack/Message/Text?, provides the following guidelines for different communication tools in our new virtual normal to help streamline workplace communication.

• Use – Time sensitive, urgent messages; short and simple conversations
• Response time – ASAP
• Best Practices – Use with fewer than 6 people; set your availability; avoid complicated questions or conversations that require visuals

• Use – Provide direction, important and timely communication; ensure a record of your communication; direct the receiver to an online source for more information
• Response time – < 24 hours; priority dependent
• Best Practices – Use identifiers in the subject line for urgency and response expectations; use to share attachments; avoid when immediate response is required; not for casual banter

• Use – Use for meetings, including external ones that could benefit from visual interaction (e.g. project status’, introductions, deck sharing)
• Response time – Schedule in advance; priority dependent
• Best Practices – Use mute if not speaking; meeting host specifies if video is required; record calls for missed participants

• Use – Time sensitive, urgent messages; only use if you were unable to reach the person via other channels
• Response time – Within 30 minutes if between 7am – 7pm; priority dependent
• Best Practices – Use can be adjusted if it’s the preferred method by your colleague; avoid texting during meetings and working sessions

Setting boundaries for the infinite communication platforms at our disposal will help keep employees organized, focused and efficient in our new hybrid reality.