Structured Communication in a Growing Organization

In the dynamic landscape of an expanding organization, the significance of structured communication cannot be overstated. As we grow, the complexity of our operations and the diversity of our team also increase. This evolution brings both opportunities and challenges, particularly in how we communicate. The purpose of this guideline is to ensure that our communication is not just frequent but also effective, contributing to our collective efficiency and success.

1. Channel Selection: We select communication channels based on the topic’s importance and urgency, rather than personal convenience.
2. Audio Messages: Use audio messages only when writing is not possible. It’s better to invest effort in a concise written message than to burden the receiver with listening to a lengthy audio.
3. Timely Responses: Respond to every email within 48 hours and every WhatsApp message within 24 hours. If additional time is needed, notify the sender within the first 24 hours. Use email for non-urgent queries.
4. Emails vs. Instant Messaging: Treat emails as tasks. Avoid using instant messaging for task management to prevent disorganization.
5. Urgent Communications: For urgent requests, send an email and then inform the recipient via WhatsApp about the email.
6. Organizing Topics: Keep different topics in separate email threads or WhatsApp/Google Chat groups to maintain clarity.
7. Evaluating the Need for Calls or Groups: Before organizing a call or starting a WhatsApp group, consider if the matter can be addressed via email.
8. Effective Meetings: Meetings should be small and focused on fostering creativity and building relationships.
9. Transitioning from Email to Calls/Meetings: When email conversations are not leading to solutions, or when pressed for time, arrange a call or meeting.
10. Thoughtful Messaging: The more thoughtful the preparation before writing or sending an audio message, the more concise and effective it will be, aiding in quicker and clearer understanding.
11. Handling Urgency and Non-Response: In urgent situations, make a phone call. If there’s no response to emails/calls/messages, follow up persistently. After three follow-ups, escalate the matter. Remember, failing to receive a response is not an excuse for inaction.
12. Internal Client Service: Treat requests from team members as you would client requests. We are all internal clients and service providers to each other.
13. Deadlines and Accountability: Respect deadlines. If you’re unable to meet a deadline, inform everyone in advance and provide a valid reason.

By adhering to these guidelines, we not only streamline our communication but also build a culture that values clarity, respect, and efficiency. These practices are designed to support our growth while maintaining the agility and responsiveness that have been key to our success. As we evolve, these guidelines will help us stay connected, aligned, and focused on our collective goals.