How long can you go offline and work without interruption?
What are the norms in your team?
How quickly do you need to respond to an email, an instant chat message, or a phone call?
When I ask participants these questions in Better Ways of Working, responses vary wildly. Most agree that expectations have never been explicitly discussed or agreed. Increasingly, there is also confusion about which channel to use for different types of messages.
You and your team need a clear strategy because:
- Undefined expectations create problems.
- It’s difficult to concentrate if you are worried about conscientiously responding to every message as it lands.
- Constant checking and replying drains time and energy. It makes it difficult to get meaningful work done.
Dedicating a team meeting to clarify and agree on expectations can be a game changer. Try these prompts to kick start the discussion.
Choosing the right channel
- What is email for in our team?
- What is chat for?
- What requires a phone call?
- What will we stop using certain channels for?
Within business hours
What are acceptable response times?
| From | Teams / Chat | Text | Phone | |
| Colleagues | ||||
| Senior management | ||||
| Clients | ||||
| Other external stakeholders |
After business hours
- What are expectations for checking and responding to emails/chats sent after hours?
Communicating high priorities
- What business matters typically qualify as being urgent?
- Which channel should be used for urgent issues?
Working offline
- How long can we go offline and not check emails/chats/phones?
- Are there preferred times for focused work, for example, mornings or specific days?
- When we are offline for focused work, who do we need to advise?
Next steps
- What else would support our focus and productivity as a team?
- What should we document and share as our agreed “ways of working”?
Better Ways of Working training
This is just one of the practical strategies we cover in Better Ways of Working
- Modern, practical time management training that blends science, habits, and GenAI.
- $495 + GST per participant.
- 4+ enrolments receive a complimentary small group mentoring session.
- Details online HERE.
