Pet Loyalty Slack & Communications Guide
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Knowing where, how, and when to communicate ensures that high-priority communications are heard while lighthearted chit chat and ideation also have a place.
Urgent/Important | Not Urgent | |
|---|---|---|
Synchronous | Phone call or Slack Huddle to relevant parties. | Add to existing recurring meeting agenda or, if there is none, schedule a meeting with an agenda. |
Asynchronous | Tag relevant parties in a public slack channel, call or huddle if no reply | Tag relevant parties in a public slack channel |
Private | Phone call or direct message | Phone call or direct message |
Urgency
Is the problem actively causing a service outage or costing the company resources? If so, it’s urgent. Feel free to get the attention of relevant parties with a phone call, huddle, or direct message via any mobile platform.
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Once a channel or team gets big enough, it’s great to have thread discipline, meaning, formatting channel posts as announcements with discussions to follow underneath. In many cases, I recommend making a channel for leadership announcements where only admins can post to the channel and follow up conversations must be threaded.
Content Channels
Note: It is not advisable to have channels dedicated to types of posts. If I’m a marketer, I want to report to #marketing or #revenue to see marketing-related messages, not have to check a separate channel for “marketing meeting attendance.” If you cannot make the marketing meeting, the relevant parties are all already checking #marketing, so there’s no need to spread information thin across more channels here.
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Meeting Notes / Agendas - Highly recommended to have an agenda for every meeting. Rob does this by keeping a template agenda as a text replace in keyboard settings so it works on all devices. Attaching notes from Google Docs is also nice.
Marketing, Sales, & Customer Success: Weekly meetings with no agenda are optional.
In modern remote organizations, email is often best for automated messages from service providers and vendors & external communications.
Why?
Slack has edits, reactions, threads, opt-out for groups, readability, reminders, and more.
Slack isolates client communications from a catastrophic “reply-all” that contains sensitive internal discussion, pricing detail, or private comments. I’ve personally seen private client communications several times due to lack of reply-all discipline!
Slack has Huddles that allow people to quickly solve issues if both are clearly available for synchronous communication.
Most “From” emails from teammates are calendar invite updates, file shares, and other automated messages that desensitize readers from reacting appropriately to an authentic or important message from a teammate.
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