1. Overcoming “hidden” conflicts. An obvious and undeniable challenge with managing an entirely virtual team is a lack of visual cues and body language when communicating that can trigger misunderstandings. But less obviously, frequent misinterpretations can chip away at someone’s confidence or comfort level, creating tensions that are hard to name and even harder to address. In one virtual work situation I’ve experienced, all the team members were only privy to what they read in emails or heard on the phone for nearly a year before the company brought everyone to the same location for a retreat. Just sharing moments in a physical space melted away much of the negative energy that was damaging the remote interactions. At this gathering, one person even said to me that just seeing my eyes showed them more kindness than my terse email messages conveyed. Ouch! What an important lesson to learn about e-communications and the human touch.
2. Building stronger bonds. Nothing can strengthen the bonds between team members in the same way as physical presence. I will never deny the incredible power of online communications and online community, but the bottom line is that we are social creatures. We crave belonging, being near others, not being alone. Virtual work can thrust even the heartiest of us into isolation, and the only real way to solve that isolation with lasting effects is a face-to-face meeting. It may not be feasible to bring an entire company to a single place due to the number of people involved or budget constraints. But maybe it is realistic to arrange gatherings of smaller teams or to put together a schedule of in-person meetings over the course of a year — even a series of one-on-one meetings. Another possible solution is to have team members meet up at industry events, several at a time, for both bonding and learning.
3. Delivering really bad news. If your company is in crisis, it is not the time to send out a short email that can be misconstrued or a long email that is confusing and triggers panic. Find a way to get everyone together in one place to drop the bomb. If getting everyone in a single physical space isn’t doable, you should have smaller groups meeting physically or management meeting team members individually. And if those options aren’t possible either, use the best virtual workplace solution you can find, be it a virtual world or virtual meeting space with video. An audio conference call? Barely a step above an email. Be a more solid presence to cushion the blow.
4. Delivering really good news. If you’ve got something big to report, do it when everyone is together on that big client pitch or the company retreat. Small wins can be shared well in email or on weekly calls, but the huge wins deserve more presence to infuse the team with the power of the accomplishment. When you’re managing a team of remote workers, the wins somehow seem a lot smaller than the losses, and over time that dynamic can drain morale and affect productivity. Surround good news with as much “physical” fanfare as possible. People often need something tangible to hold onto. Provide mementos of the big wins that they can take back to their remote workplaces to remind them of being a part of something real and positive.

In our everyday work, far from our team members, face-to-face and in-person may simply not be affordable. Invest in a quality virtual meeting space or conference tool, whether it’s iMeet, Google Talk, Skype, Second Life or any of the myriad solutions out there. Let your team test several of those solutions with you, and get their feedback before making a final purchase and rolling out the technology. Let your workers be just as invested in being present as you are.

What other situations warrant face-to-face and what do you do when you can’t be there?

Image courtesy of stock.xchng user irum

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I rebranded my virtual consultancy with my long-time friend Monique Elwell to create Conversify. We shared the goal of creating a business that was entirely virtual and that would allow everyone who joined us the flexibility, mobility and better work/life balance we wanted. She and I were based thousands of miles apart when we joined forces, in Denver and Alaska respectively. More recently, we brought on a third business partner, Steven Jackson from Boston, and have built a team that spans the U.S., with a U.K. presence as well.

Here’s what I learned from the members of our virtual team. Note that most of our agency’s team members came from more traditional work environments.

1. Develop clear communications processes. Social media strategist Nik Hewitt emphasizes that one thing that helps our team work well together is that we spent a lot of time developing clear and detailed work processes so we could be consistent and efficient. “We share ideas and discuss them, and a nominated person writes down the salient points based on the knowledge of the team,” Hewitt explains. “Then this information is collated and edited by one team member then passed to another team member for comprehensive expansion.” At each stage of our communications process, we notify each person when it is their turn to participate and give clear deadlines along with scheduled reminders so everyone knows what is expected from whom and when. Attention to a detailed process leads to more consistency and accountability.
2. Shared calendaring is key. According to Haley Kilgour, senior account manager, virtual team members have to be more efficient with their time because of the need to schedule specific meetings with one another to discuss issues or make decisions. Even a quick 15 minute chat requires coordinating schedules across time zones to ensure you can “meet” with someone else. We use Google Apps and heavily rely on Google Calendar; we can see the availability of all team members at all times. Plus we can specify our individual work hours that are based on a core set of hours when we are all available at the same time. Those critical mutual time slots are the sweet spot for getting the whole team together for real-time collaboration.
3. Make use of time zones. “When we have something that is due on Monday, I feel like I have two Mondays in which to do it,” says Karen Woodward, social media manager, referring to the fact that Hewitt, who is based in the U.K., can begin working on something on a Monday during his work hours and then Woodward and social media specialist Shelli Martineau can pick up where he left off during their workday in Pacific Time. This elongates the team’s productivity and can be a bonus during critical communications periods, providing our clients with 24/7 social media monitoring and management.
4. Instant messaging can trump email. Email can be a big challenge for virtual teams especially when team members begin to over-rely on it and everyone can gets buried in emails. Email can also be ineffective if you fail to specify in each email sent to multiple team members exactly who needs to take action, says Elwell, Conversify’s CEO. “If you send an email to five people and say ‘check this out,’ everyone will assume at least one of the others will, and no one will check it out.” Sometimes, instant messaging can be far more targeted and effective. Woodward says that IM has has become her virtual version of “popping my head over the cubicle wall.” But IM can also present a more immediate messaging overload, especially since we usually have both GTalk and Skype running. Sometimes you just have to turn them off to get work done.
5. Don’t knock virtual worlds. With several Second Life enthusiasts on our team from the beginning, we decided to bring the rest of our team members “inworld” for both a weekly “watercooler” social as well as quarterly “state of the company” meetings. Kilgour admits that at first she was opposed to meeting in Second Life, but eventually she came to enjoy it. “There’s something to be said for having a visual representation of a meeting that makes me feel more connected,” she says, adding that the format appeals to her visual nature.

Hewitt says that virtual team members need to make an effort to get to know one another. “We take time to just chat, one-to-one and in teams. We just chew the fat sometimes on Skype as though we’re (sitting) next to each other. I pretty much talk to to everyone personally once a week just to catch-up.”

The team also holds meetings for joint creativity such as their “Production Playtime” where they exchange ideas. Martineau, in particular, appreciates “Production Playtime” noting that it’s an opportunity for the team to jointly explore new tools and networks that may be beneficial to clients. “This is how we all got hooked on Get Glue and what reinvigorated our interest in Tumblr,” she adds.

Says Kilgour, getting together in person a couple times of year, if possible, is important, “Human energy can still be missing in virtual settings.” Another caveat for working virtually is to acknowledge that working from home isn’t for everyone and requires self-discipline, the ability to stay focused and being able to avoid distractions.

What does your virtual team use — and do — to work well together?

Top image: Photo by Mike Kilgour, Second Life screenshot by Nik Hewitt

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Are you ready for that kind of responsibility? Preparedness is what will separate the simply competent web working manager from the excellent one. But if your company doesn’t have a program for grooming distributed managers, or if you’re working for yourself at this point, then how best to prepare?

Read Books

Read about management. There are plenty of books on the subject, and they’ll give you insight you might not be able to get just from lived experience. Books alone aren’t a substitute for experience, but they’ll help you evaluate your own approaches, and learn some new tricks.

• “What To Do When You Become The Boss” is a good primer for those who haven’t yet occupied a management role. It’s designed with entry-level readers in mind, so the pacing is good and it has a number of real case studies and interactive elements to keep things interesting.
• “The New Manager’s Tool Kit” is another good book for those just starting out. Special attention is paid to how to keep the human element a part of your management strategy, which is especially important when you’re dealing with people at a distance.

Ask for (or Take) Responsibility

If you’re already working as part of a distributed team and there’s no direct supervisor involved in the group, you have an opportunity. Either put in a request with a superior that you be given extra organizational responsibilities within the group, or, if others are amenable and there’s an obvious need, just step up and take a leadership role. Chances are that people will be appreciative of some direction if it seems to be lacking.

Taking on added responsibility will pay dividends in the long run, even if in the short term it doesn’t actually result in any extra cash compensation. Any experience you can cite later to differentiate yourself from your peers in management competitions will be hugely beneficial.

Get to Know the Tools

How do people even go about managing others online? Look at your field and find out what tools are being used to help distributed teams stay well-managed. Is Basecamp being used to organize projects and keep people on deadlines? Is there a Google Apps component? What tech is being employed to facilitate teleconferences and online meetings?

Find out what the standard is for your organization, and make a point of learning how to make those tools do what you want them to. Then, find out what the next up-and-comers on the horizon are. Do that by asking other companies you work with who their service providers of choice are. Pay special attention to the suggestions of IT professionals and startups. Those will be the ones to watch.

You may not think you’re in a management track at the moment, but if you’re an experienced web worker, or even a not-so-experienced one who’s intent on becoming more so, then you’ve already got a head start on the majority of tomorrow’s workforce. Take the initiative and capitalize on that advantage.

What tips do you have a for aspiring web working managers?

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You knew this was going to be first up, and it’s probably the single biggest factor in remote working success. Discipline isn’t just about staying focused when it’s a nice day outside and no one really knows what you’re doing. It’s also about keeping reasonable and appropriate working hours, and keeping commitments outside of work as well as within. Generally, I think of discipline as the thing that lets you hold up your end of the deal you made with your employer, as well as the one you made with yourself.

I tend to think of my time as being fairly compartmentalized: When it’s work time, I do work, and that’s pretty much all I do and think about. And though I do sometimes think about work outside designated hours, I never actually look at work-related stuff in my downtime. It’s a sort of knack I’ve developed. Being able to become absorbed by work can be very handy for the remote worker — so long as you can snap out of it at knock-off time.

2. Passion

You have to care about something to work remotely. You probably need to be passionate about what you do, or the temptation to slack off my soon prove too great. But if you don’t harbor a wild enthusiasm for your job, you’ll have to have a vivid appreciation of what remote working gives you: perhaps it’s more time in your day to do other things, perhaps it’s simply a life without partitions.

I’m fortunate in that I have both a passion for what I do, and for the things working remotely affords me. It’s not all roses, and there are things I miss about working in an office, but overall, I love doing what I do, and doing it remotely.

3. Drive

Motivation really is crucial for remote workers, but especially so for those who aren’t on a salary. We all know how hard it can be to get out of bed on Monday morning; it’s even harder when bed is five meters from work. And you need serious, world-class drive to get up and going.

I get around the big motivation issues by making them non-negotiable. I always start my workday at the same time — that way, I don’t have to make decisions about whether or not to spend another half hour watching TV before I begin work, or how much time to take for lunch. If I have decisions to make, it’s all too tempting to take the “easy” option rather than just sitting down and getting on with it.

4. Support

Perhaps you have a great boss and some cool colleagues who make it very easy to work remotely. Maybe you have a sterling family, who respect your work time and space and give you lots of latitude. Possibly you have a geeky neighbor who helped you set up your network and now acts as your tech support in return for occasional lawn mowing.

The point is, remote working is impossible without support at some point in the process. When I sat down and thought about it, I realized that I had all these supports — and more — helping me to make the most of the remote working experience. And I thank them for that on a regular basis!

What are the characteristics that make you a successful remote worker? Which do you think is most important?

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So how have these connectivity challenges and unexpected expenses affected my web work? And how am I compensating for these…developments?

1. Images

There is no way around uploading and downloading images. With all of the blogging I do, images are key to my work, and although I could link to images using a URL instead of embedding them, it is less reliable so I’ll stick with uploading. Luckily, for the most part, the image sizes aren’t over a MB each, however, when they are, I find that it is too much effort to size them so upload them anyway.

When it comes to images, they are the lowest on the totem pole of bandwidth chompers, so I’m not changing much in this area. If I’m down to my last MBs of bandwidth allowance before the end of any month, I may suck it up and start sizing images although the benefits will be minimal.

Verdict? Not giving up the pics.

2. Audio

I’ve been podcasting professionally and have to upload or email an MP3 regularly to my producer. I also need to upload my own podcasts to LibSyn although I’ve been a bit remiss with that lately since it is usually about Second Life (see “Second Life” header below). The pro-podcasting show MP3 is between 5-6 MB per segment.

Was able to email the files the other day which is a plus. Must do this 1-2 times weekly. So that is 4-8 files or up to 48 MB per month.

Verdict? Got to do audio.

3. Video

The first week I arrived here, a DVD also arrived for me. It contained a 330 MB television commercial for a client. My charge was to use mDialog’s mLoader to compress it and upload it onto mDialog, then convert the compressed file using QuickTime into a .mov file and upload to YouTube.

mDialog’s uploading app is slick, and it was doing a great job compressing the video, but alas, the file was still too large for my connection. Maybe I could have waited a few hours, however, I was also worried about frittering away so much of my bandwidth allowance on a single file.

When it comes to my own blogs, video is something I don’t want to give up. I may have to suck it up and pay an extra $30 for a Gig overage just to keep my personal videos on my blogs. Yet I must be careful to limit myself to just a Gig over per month or my monthly Internet expenses will get out of control.

Verdict? Farm out heavy video uploads to my contractors in more bandwidth-rich places. Suck up any extra expense for uploading my own videos.

4. Video and Audio Skype

Besides video chatting with my folks who are in Florida, I am video chatting and audio Skype-ing with colleagues. And recently, I attended a Tweetup in Anchorage via video Skype.

At first, I wasn’t even sure if I would be able to get clear audio, much less video. But other than the very occasional buggy sound or picture, my overall Skype experience from rural places has been pretty impressive.

Verdict? Skype rules for rural connectivity!

5. Second Life

Ever since I heard I was moving to Tok, I began researching to see what Internet access solutions would be available to me, I’ve panicked about my Second Life activities. Would I have to give them up? I shuddered to think, especially when my Second Life Web-based machinima TV show – REAL BIZ in SL – was starting to take off. In fact, we had the entire month of January booked in advance with guests from around the world (companies and nonprofits using Second Life).

I finally had my show manager push back all the guests until February when I knew (or hoped) I’d be in Anchorage rather than risk getting to Tok and finding out my avatar wouldn’t budge.

The other day, I finally tried to log into Second Life, expecting it to be a futile effort. I got in. I was also able to get onto Skype audio at the same time.

I made a note before logging in of my bandwidth usage to see what I was in for. Turns out a little over half an hour on Second Life with Skype is almost comparable to several hours on video Skype. Each ate up about half a Gig. If I limit my video Skyping or Second Lifing to 2x a month, that means 1-2 Gigs of my 10 Gig allottment gone.

Verdict? Be strategic and frugal, definitely not bandwidth happy, but don’t totally give up Second Life.

6. Bandwidth Paranoia

Every time I get a particularly large file attached to an email now, I look at it with a sinking feeling. “How much is that going to cost me?” is the first thing that runs through my head. And “Do I really need that file?” follows shortly after. I have to admit I’ve stopped downloading funny photos and videos from friends already.

For business, I respond to anyone sending me something that seems large and ask them to send it my my assistant or a colleague for viewing, vetting, optimizing, sizing or distributing in any way. I’m preparing everyone on my team with their new role as “Large File Handler” as needed.

Verdict? Paranoia will save me money.

Once I get my next bill, I’ll know if I have to be even more stringent with my big file policies and processes. When I saw my first DSL bill at $258, I almost choked. That was the last month of December along with the entire month of January paid in advance.

I’m just a high-speed gal in a slow-speed world. You just do what you gotta do.

What are you paying for connectivity? And could you still do your job without it?

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By allowing you to build a profile of your skills to share with the public at large, CrossLoop now becomes a viable outlet to promote your business and services beyond friends and family.

The new Marketplace profiles allow you as a “Helper” to post a description of you and your offerings as well as your pricing and areas of expertise. It logs and displays your help sessions and any ratings or feedback you receive while using the CrossLoop application.

For the “Helpee” in need of assistance, an easy search option lets you find helpers who have the expertise you need. You can then sort and filter by location and language. Results are plentiful if not overwhelming. For example, a search for Outlook brings back 360 results. I am thinking a wizard approach might be more useful to pre-filter results to a more manageable level.

Overall, I find the addition of the provider profiles and marketplace to be very well done, particularly the way the web site and application mirror each other with a similar look and feel.

I have always found CrossLoop to be a handy tool in my support arsenal. Folks appreciate that it is easy to install and requires zero configuration. It is 100% permission based and requires an explicit request for assistance and approval step before any information is transfered. The addition of the Marketplace makes it a much more useful tool for a service provider to locate potential clients.

As a Web Worker, it can also be a good place to find help you may need be it for support or perhaps to outsource design or photoshop work for example.

CrossLoop is currently PC Only and leads generated through the Marketplace are currently free, although I imagine this will change.

Can you see value in having your profile listed in the CrossLoop Marketplace? What tools do you use to provide remote support?

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