The purpose of this communication policy is to establish clear guidelines for effective and efficient communication within our small office. Clear communication is essential for maintaining a productive and collaborative work environment.
Preferred Communication Method: Basecamp and Email
- Email: Email is our preferred method of communication for external client communication. It provides a written record of conversations and ensures that all relevant parties have access to the information.
- Basecamp: Basecamp is our preferred method of communication for internal communication within our team. It provides a written record of conversations, due dates, and assignments.
- Action items should be assigned to fellow colleagues as a to-do with the due date, and pertinent background information. The due date is mandatory so it shows up on the “My Assignments” tab.
- If multiple staff members are collaborating on a project, either list the primary point of contact in the title, or list them first on the to-dos.
- Do not use the @ mention symbol for communication with colleagues regarding action items. This symbol does not provide a notification and does not appear on the colleague’s to-do list. Instead, assign a to-do such as “Review Website” and assign it to them with a due date.
- Do not use Ping feature.
- Do not use Campfire.
- Email Etiquette: To maintain a professional and respectful tone in all communications, please adhere to the following guidelines:
- Use clear and concise subject lines that accurately reflect the content of the email.
- Address the recipient by name and maintain a courteous tone throughout the message.
- Keep emails concise and to the point, focusing on the key details and necessary information.
- Use proper grammar, punctuation, and spelling to ensure clarity and professionalism.
- Avoid using all capital letters (which can be interpreted as shouting) and excessive use of exclamation marks.
- Use a signature with your full name, title, contact information, and relevant links (e.g., company URL).
- Response Time: Employees are expected to respond to emails within one business day, acknowledging receipt and providing an estimated timeframe for addressing the inquiry. If a more immediate response is required, please indicate the urgency in the subject line or contact the recipient through alternative means (e.g., phone call) as well.
- Urgent Matters: For urgent matters requiring immediate attention, employees are encouraged to use a combination of basecamp to-dos on the same day, email and phone communication. Clearly mark the email as “Urgent” in the subject line and follow up with a phone call to ensure prompt awareness and resolution.
- Sensitive Information: Exercise caution when sharing sensitive or confidential information via email. When discussing sensitive matters, use encrypted email services or other secure communication methods. Avoid sending sensitive information in the body of the email; instead, use secure file-sharing platforms.
- Group Communication: Use Basecamp for group communication such as team updates, project updates, and general announcements. Consider using the project message board, or to-dos assigned to multiple people.
- Meeting Requests and Coordination:
- Email is the preferred method for scheduling and confirming meetings.
- For those staff members who utilize Calendly, team members should use the existing Calendly links to schedule meetings.
- Please include the purpose, date, time, location (phone or in person), and a brief agenda when requesting a meeting.
- Use calendar invitations to facilitate scheduling and ensure all participants are aware of the meeting details.
- Conflict Resolution: If a misunderstanding or conflict arises via email communication, it is advisable to address the matter in person or via a phone call. Email may not always effectively convey tone or nuance, leading to misinterpretations.
- Respect for Time Zones: Consider the time zones of your recipients when sending emails. Use scheduling features to send emails at appropriate times, or include time zone information in the email if relevant.
- Monitoring and Compliance: The company reserves the right to monitor email communications for compliance with this policy and legal requirements. Employees are expected to adhere to this policy and use email responsibly.