Building Trust on Virtual Teams, the Web Way

BNET has a great article on managing employees in remote locations that includes tips for building trust. Trust is key to the effective functioning of any team, whether distributed geographically or not. Fortunately, you don’t have to meet face to face to create and maintain trust with remote colleagues, especially with so many communications tools available online.

Here are BNET’s tips for building trust on virtual teams, with my web worker additions below.

BNET: Be available. Don’t let employee calls go to voicemail. When you absolutely can’t be reached, reply ASAP.

The web way: Use workstreaming (sharing a flow of your work activities and output) and lifestreaming (sharing a flow of what you’re doing personally and professionally throughout the day) so people know when you’re available and when you’re not. Be available at least some of the day for quick chats by IM — you can eliminate a lot of email back and forth that way. Get on the phone when you need to resolve conflicts, discuss complex issues, or just check in on someone.

BNET: Beware of using sarcasm and teasing in distance interactions, like email and conference calls, where signals can easily get crossed.

The web way: Use humor if you want, but if doing so by email, use an emoticon to show you’re joking around. Use instant messaging as a back channel during conference calls so people can quickly address misunderstandings. If you feel you’re on the receiving end of something that offends you, remember that tone and humor don’t always come across distances exactly as people intend. Shrug it off or ask the person exactly what they meant; don’t just let bad feelings fester.

BNET: Handle sensitive issues with discretion.

The web way: Don’t share your teammates’ personal lives with all your Twitter friends, even if they’re doing so themselves — it’s up to them to decide how and when to do that. Don’t criticize your employer or your boss on your public blog. Don’t air out your team’s conflicts publicly either.

BNET: Communicate in a variety of ways (email, phone, in person, etc) and often.

The web way: Use all the social tools you have available to communicate with colleagues: blogging for broadcasting ideas and information to your workgroup, wikis for capturing organizational knowledge, Facebook or other social network for connecting on a personal level, Twitter for a virtual watercooler, and instant messaging to replace informal hallway chats.

BNET: Visit employees on their turf. It shows respect for their time and interest in their life outside the job.

The web way: But don’t show up at their house just because they work out of it. And don’t assume they work standard hours so will be available for long daytime meetings — many people choose remote working arrangements because it gives them flexibility to work when they want in addition to where they want.

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