Teams communicate quickly and freely when they work in the same room. There's no time wasted walking down the hall, going to another floor, or waiting for a return email or call back. Collocation is the most effective arrangement for teams, but that's not always possible. This week's column is for teams who aren't in the same room, and may not be in the same city, state, or country. Esther Derby shares five tactics that help teams compensate for distance.
When people communicate face-to-face, they not only hear words and inflections, but also see facial expressions. This helps each communicator understand what the other is saying and gives clues to assess when people are mad, sad, or glad. Teammates know what each other looks like; they learn about each others families.
But it's not always possible to have a team working in the same room. When people aren't co-located, you can't just hope that communication will work and the team will gel--that somehow, miraculously a group in the U.S. will hand off to a team in Hungary without missing a beat. Some teams can achieve round-the-clock attention through seamless hand offs, but it's rare and takes a lot of work.
When teams aren't collocated, they face challenges about contact, time, context, and culture. To compensate for the distance, extra effort is required to make contact with distant members, leverage phone time, adjust for time zones, and learn the differences in context and culture. Below, I've detailed five tactics that can help you compensate for distance on your distributed team.
1. Make Contact
When people are in the same room, or at least close by, they get to know each other. They develop relationships that go beyond work-related transactions. They may not be best friends, but there's some social element that ties them together.
You may never get to meet your distributed teammates in person, but you can make contact. Post a map that shows where your far-flung team members are located. Post pictures of them. (We tend to trust what we can see, and this little gesture can help build trust.)
When you can, share a meal together--even if you are on different continents. Schedule a call, post the pictures, and set the table. Breaking bread together is an ancient sign of hospitality and good will. This simple gesture can help knit the team together.
2. Make the Most of Phone Time
There's an old adage, "Children should be seen but not heard." It seems that conference calls go even further: people who aren't seen are often not heard. One team I work with has pictures of every offsite team member in stand-up frames. When they have a conference call, the frames are placed around the table to remind the people in the room of who else is on the phone. This way they are less likely to forget the people they can't see.
Until everyone on the team recognizes each other's voice, it's good practice to say your name each time you speak. Yes, it feels awkward, but it really helps the people on the other end of the phone who aren't in the room and can't see who is speaking. Be careful to have one conversation at a time; a babble of voices emitted from a small, black box is impossible for most mortals to decipher.
Appoint a facilitator for each call. Having someone monitoring the flow of conversation and participation helps the quality of conference calls immensely. Poll the people on the other end of the line when it's time to generate ideas or give input. Don't rely on them to break into the conversation.
Utilize wikis--Web pages that users can edit on the fly--to build a meeting agenda and post decisions, action items, and other meeting outcomes. My team--there are six of us in six different states--uses a wiki to keep track of meeting outcomes and any other important information that each of us needs to know.
Don't use conference calls for serial status reports. In my experience, the people who aren't talking during these regularly