{"id":3072,"date":"2017-11-29T11:43:56","date_gmt":"2017-11-29T11:43:56","guid":{"rendered":"https:\/\/www.culturesummit.co\/?p=3072"},"modified":"2022-04-20T09:46:41","modified_gmt":"2022-04-20T13:46:41","slug":"communicating-change-across-distributed-teams","status":"publish","type":"post","link":"https:\/\/www.culturesummit.co\/communicating-change-across-distributed-teams\/","title":{"rendered":"A Step-by-Step Strategy for Communicating Change Across Distributed Teams"},"content":{"rendered":"<p><span style=\"font-size: 14pt;\">There is just one thing you can be sure about in your business &#8211; and that is the fact that it\u2019s going to change. Whether you\u2019re someone that drives change for the sake of progress or someone who tries to resist change, it\u2019s inevitable &#8211; and there\u2019s nothing you can do to stop it.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">What you <i>can<\/i> do is control how you handle change, including the way you communicate it to your team. This is even more important if you\u2019re part of a company with distributed teams.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Delivering the right message to the right people in the right way is key to ensuring your team understands:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">What\u2019s happening<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">Why it\u2019s happening<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">How it will affect them<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">What (if anything) they need to do to facilitate the change<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: 14pt;\">Get this wrong, and you risk alienating employees and hindering how effectively change is implemented.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Managing this is a challenge in businesses with just one facility. When teams are distributed over multiple facilities and locations, the risks increase substantially, which is why it\u2019s all the more important to implement and follow a strategy when communicating change.<\/span><\/p>\n<h2>Preparing to Communicate More Effectively for Distributed Teams<\/h2>\n<p><span style=\"font-size: 14pt;\">We\u2019ll run through a step-by-step strategy for communicating change across distributed teams in just a moment, but before that, let\u2019s go over a few things you can do (and probably should do) to prepare to communicate more effectively, in general.<\/span><\/p>\n<h3>Implement a company-wide communications platform<\/h3>\n<p><span style=\"font-size: 14pt;\">It\u2019s vital that to communicate change &#8211; and to communicate, period &#8211; distributed teams all use the same web-based communication platform (and use it in the same way).<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">I use <a href=\"https:\/\/slack.com\/\">Slack<\/a>, but there are countless other options if that doesn\u2019t fit your needs or budget. Here are just a few:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\"><a href=\"https:\/\/www.yammer.com\/\">Yammer<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\"><a href=\"https:\/\/flock.com\/\">Flock<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\"><a href=\"https:\/\/crugo.com\/\">Crugo<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\"><a href=\"https:\/\/www.bitrix24.com\/\">Bitrix24<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\"><a href=\"http:\/\/www.convo.com\">Convo<\/a><\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: 14pt;\">Once you\u2019ve picked a platform, you need to lay out the foundations of how you\u2019re going to use it. This will, to an extent, evolve over time. However, it\u2019s important that you\u2019re all on the same page from day one.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">The majority of these platforms revolve around two key features:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">Private messaging<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">Shared message boards, groups or channels<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: 14pt;\">Private messaging is just that &#8211; a private, instant messaging service between two or more users.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">\u201cBoards, groups or channels\u201d (which are essentially<\/span><span style=\"font-size: 14pt;\">&nbsp;all the same thing, just with different titles) are where messages you want to distribute to specific departments, teams, or the company as a whole, are shared.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">This is where ensuring all users are on the same page &#8211; and by that<\/span><span style=\"font-size: 14pt;\">&nbsp;I mean that they\u2019re all using the tool in the same way &#8211; is so important.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Not all members of staff are going to have access to every \u201cboard,\u201d so it\u2019s critical you ensure the right team members have access to the right information.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">For instance, you might have a board for \u201ccustomer service,\u201d another for \u201csales,\u201d and another for \u201cHR.\u201d Chances are your sales team isn\u2019t going to need to view the same messages as your customer service team, and vice versa. They only need access to boards that concern them and their work.<\/span><\/p>\n<h3>Establish \u201cgolden hours\u201d<\/h3>\n<p><span style=\"font-size: 14pt;\">Time zones commonly cause problems for distributed teams. If you have teams operating in wildly different time zones, there\u2019s a high chance there will be minimal, if any crossover, between working hours.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">To counteract this, you can establish \u201cgolden hours\u201d &#8211; a time period in which the maximim number of staff&nbsp;<\/span><span style=\"font-size: 14pt;\">(ideally all staff, although that\u2019s not always possible) will be at work.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Figure out when this crossover is, and ensure all key communications are made during this time.<\/span><\/p>\n<h3>Foster a transparent culture of continuous communication<\/h3>\n<p><span style=\"font-size: 14pt;\">While some announcements need to made<\/span><span style=\"font-size: 14pt;\">&nbsp;using a specific process (like the one we\u2019re going to go through in just a moment), there are going to be many more snippets of information that are worth sharing<\/span>,<span style=\"font-size: 14pt;\"> but don\u2019t call for a formal announcement.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Unfortunately, it\u2019s easy for these sorts of things to fly under the radar and not be announced &#8211; at all.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Fostering a culture in which sharing information becomes second nature to your team is key.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">For this to happen, when a staff member hears or receives new information, they should:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">Ask themselves or find out if it\u2019s confidential<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">If it\u2019s <i>not<\/i> confidential, decide who else it concerns<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">Share the information via an appropriate channel &#8211; depending on who else it concerns, this is likely to be either in person<\/span>,<span style=\"font-size: 14pt;\"> or via email or your company communications platform<\/span><\/li>\n<\/ul>\n<h2>A Step-By-Step Strategy for Communicating Change<\/h2>\n<p><span style=\"font-size: 14pt;\">Some information can be shared informally. I\u2019m referring to things a team member or members need to know, but that <\/span>do<span style=\"font-size: 14pt;\"> not have a substantial direct impact on them &#8211; either positive or negative.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Other information, such as significant internal changes that will impact employees\u2019 day-to-day lives, calls for a more formal approach &#8211; like the following strategy, which is what I use to communicate change<\/span><span style=\"font-size: 14pt;\">&nbsp;to distributed teams.<\/span><\/p>\n<h3>Step 1: define your message<\/h3>\n<p><span style=\"font-size: 14pt;\">Before you can broadcast your message, you need to define exactly what your message will be. This might <i>sound<\/i> straightforward &#8211; you just say what needs to be said, right?<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Unfortunately, the effectiveness of your attempt to communicate change, especially across distributed teams, begins with what you say and how you say it. For that reason, defining <b>exactly<\/b> what you\u2019ll say ahead of time is essential.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">To do this, you need to establish:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">What does your team <i>actually<\/i> need to know?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">How should you word the message (in such a way that you eliminate the risk of crossed wires?)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">What questions are employees likely to ask?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: 14pt;\">Use this information to craft a statement that divulges your message clearly and concisely. Before signing off on the message, ensure it only contains <b>essential<\/b> information, and that nothing within it is liable to be misunderstood. Consider the connotations of the words you use, too. \u201cX is leaving the company\u201d has very a different connotation than \u201cX is pursuing a new opportunity\u201d &#8211; the first one can potentially be construed in a negative light.<\/span><\/p>\n<h3>Step 2: decide who\u2019s best-placed to deliver the message<\/h3>\n<p><span style=\"font-size: 14pt;\">This step ensures that multiple people don\u2019t attempt to deliver the message &#8211; all potentially in slightly different ways.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\"><b>One<\/b> person at each of your premises should be assigned the task of delivering the message, or, if it\u2019s to be delivered via your communication platform (more on this in step 3), handling questions and follow-ups.<\/span><\/p>\n<h3>Step 3: decide the best channel for delivering the message<\/h3>\n<p><span style=\"font-size: 14pt;\">There is no one \u201cbest\u201d way to deliver your message &#8211; it all depends on your company culture, and the nature of the message itself.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\"><b>Townhall announcements<\/b><\/span><\/p>\n<p><span style=\"font-size: 14pt;\">A \u201ctown hall\u201d announcement (i.e. a public announcement made in an open domain to as many members of staff as possible) ensures everyone hears the same message, at the same time. This greatly limits the odds of the message being misheard or wires getting crossed.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Townhall announcements are best suited to positive messages that help bring the company together. Do not use this method for delivering potentially<\/span><span style=\"font-size: 14pt;\">&nbsp;bad news (unless you want to instantly shroud your offices in negativity<\/span>).<\/p>\n<p><span style=\"font-size: 14pt;\"><b>Line managers to teams<\/b><\/span><\/p>\n<p><span style=\"font-size: 14pt;\">This might also be referred to as \u201cthe cascade.\u201d It involves messages being passed \u201cdown the ladder\u201d from management to the level below them, and then again to the level below that.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">It\u2019s well-suited to the delivery of \u201cbad news,\u201d since it limits how many people will hear the message at once, and allows for (if needed) the message to be delivered in different ways, to different people. It also means concerns can be raised and addressed immediately.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Be aware, however, that this method is vulnerable to the \u201cChinese whisper effect.\u201d However well you plan your message, each additional person involved in delivering it increases the odds it will be changed or diluted.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\"><b>Internal communications platform<\/b><\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Messages delivered this way are usually presented in a written format, which eliminates any margin for error: you have total control over the wording used and you will know, without doubt, what\u2019s been conveyed to each employee. It also makes it really easy for employees to follow up with questions, and in turn, for you to answer them.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">On the downside, this method can be seen as impersonal or even cowardly &#8211; like you\u2019re intentionally hiding behind a screen (which, perhaps, you are).<\/span><\/p>\n<h3>Step 4: prepare to handle follow-ups<\/h3>\n<p><span style=\"font-size: 14pt;\">It\u2019s almost inevitable that when you announce change<\/span><span style=\"font-size: 14pt;\">, employees are going to have questions. As part of your strategy for communicating change, you need to be prepared to answer them. Specifically, you need to formulate a process for employees who want to ask questions, raise concerns, and provide feedback.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Your internal communications platform is ideal for this.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">If you used it to deliver the initial message, just let employees know that any questions or comments should be posted there. You may even want to create a specific \u201cgroup\u201d just for delivering the message and addressing follow ups. This ensures all information pertaining to the change is stored in one location.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">Even if you\u2019re delivering your message by another means, you might still want to consider using your internal communications platform for handling follow-ups.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">In all cases, you need to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">Decide who will be responsible for answering questions<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">Ensure they know who to talk to if they don\u2019t know the answer to a question<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">Brainstorm questions that are likely to be asked and prepare answers to them<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-size: 14pt;\">Implement a system for asking questions privately, and ensure all staff members know what this is<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: 14pt;\">You might also want to consider setting up follow-up meetings, or at the very least, repeating the message and encouraging staff to speak up if there\u2019s <i>anything<\/i> they\u2019re unsure of.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\">If you aren\u2019t prepared to deal with the aftermath of your message, and you don\u2019t provide a clear route for asking and answering questions, you risk staff trying to decipher what\u2019s happening between themselves (or in other words, gossiping). Employees will raise and ponder questions with each other, which will inevitably lead to incorrect conclusions and more often than not, a worried and unhappy workforce.<\/span><\/p>\n<p><span style=\"font-size: 14pt;\"><b>Of course, there is no foolproof approach to communicating change &#8211; especially when it\u2019s bad news. You can, however, control the impact of the change on staff morale by taking the time to plan how to communicate it and preparing to deal with what happens after.<\/b><\/span><\/p>\n<p><span style=\"font-size: 14pt;\"><b><i>Have you ever been responsible for communicating change &#8211; either to distributed teams or a single team? How did you do it and what, if anything, would you do differently next time? It\u2019d be great to hear your thoughts if you have the time to leave a comment below.<\/i><\/b><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>There is just one thing you can be sure about in your business &#8211; and that is the fact that it\u2019s going to change. Whether you\u2019re someone that drives change for the sake of progress or someone who tries to resist change, it\u2019s inevitable &#8211; and there\u2019s nothing you can do to stop it. What [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":1678,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[52,53,42,43],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>A Step-by-Step Strategy for Communicating Change Across Distributed Teams - Culture Summit<\/title>\n<meta name=\"description\" content=\"The traditional approach to building a team that comes into the office each day is giving way to a new model: the distributed team. While the distributed team is an innovative way to find new talent around the world, new problems also arise. 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