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Communication is key to the success of remote work. Many organizations have deployed unified communications tools to better support the communication and collaboration needs of remote workers. But, if the tools are insufficient or if employees aren’t properly trained to use them, communication suffers.
Organizations that don’t address remote work communication challenges risk decreased productivity, efficiency and collaboration among remote teams. A strong strategy to support remote teams can mitigate communication roadblocks.
Explore five common remote work communication challenges and how organizations can solve them through technology upgrades, end-user training and company culture shifts.
One communication challenge is employees aren’t all located in the same space, like the office. They can’t swing by someone’s desk to ask a question or pop into a collaboration space for an ad hoc meeting. As a result, many organizations have deployed a plethora of cloud-based unified communications (UC) and collaboration tools to address different communication needs for remote workers.
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But too many tools can lead to miscommunication. Text-based communications, like email and chat, can make it difficult to convey tone. Even video conferencing doesn’t fully replace the effectiveness of in-person, face-to-face communication.
The key to avoiding miscommunication when working remotely is to choose the right communication channel. To choose the right medium for the message, employees should consider how formal the message should be, the nature of their work and the level of collaboration required. This enables employees to determine if a quick, informal chat or a more formal video call is required.
Technology challenges, whether from the underlying network or end-user devices, can hamstring remote work communications. If the technology isn’t working properly, employees can’t communicate. Insufficient technology problems include the following:
Remote workers rely on video meetings to replicate the face-to-face communication of working in an office. But poor-quality meetings prevent communication from being effective. Meeting quality can be hampered by both technology and end-user issues, including the following:
The secluded nature of remote work is a communication challenge as employees can feel disconnected from their colleagues. While employees continue to collaborate remotely with close team members, they may be less likely to collaborate across groups or departments.
Organizations can address communication silos by using engagement tools built into their collaboration platforms, such as ice-breaker or happy-hour apps, to foster connections between remote employees and encourage camaraderie.
Organizations must also create cultural change to foster collaboration among teams and departments. This includes establishing best practices for communication across teams and creating opportunities for cross-group engagement.
Organizations can’t roll out communication and collaboration tools and expect employees to learn to use them on the fly. Without proper training, employees may not know which tool is most appropriate to use or understand all the features available within the tool. Remote work communication also suffers if employees don’t understand how the tools fit into their workflows.
With proper training, employees have a better understanding of how and when to use their communication tools. Training should include not only best practices for communication tools and where they fit in remote workflows, but also how they can be used for informal, social communications.
Training should also focus on changing behaviors to better support remote work communication. Remote work tends to be more asynchronous than in-person work as employees are often geographically dispersed and may be working from different time zones.
Adopting models that support the asynchronous nature of remote work can help mitigate remote work communication challenges. Employees learn the types of communications that benefit from being real-time, like a brainstorming session for a project, and what can be communicated asynchronously, like a quick project update.
Katherine Finnell is senior site editor for TechTarget’s Unified Communications site. She writes and edits articles on a variety of business communications technology topics, including unified communications as a service, video conferencing and collaboration.
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