LAST UPDATED AUGUST 2024

INTERNAL COMMUNICATION

If you have any concerns about internal communication, please speak to your line manager or head of department

• When a colleague messages you via Slack, email or phone during working hours, it’s important to reply within an hour.

  If you are unable to reply in detail to someone within the hour, send them a holding message including when they can expect a full reply.

  <aside> 💬 E.g. “Hi, thanks for this, I’m just putting together something for client X, I’ll come back to you by end of play today”

  </aside>

• It’s expected that you reply to every message in detail by the end of each working day. If this isn’t possible (for example the person messages you at 4.45pm), try and send a holding message back to them instead.

  In the event that this isn’t possible, then send a reply asap the next working morning.

• It’s important to acknowledge someone’s Slack or email even if the task has subsequently been completed or the conversation has moved on.

  <aside> 💬 E.g. “Just to let you know that I’ve now gone back to client X and sent them the detail you asked for”.

  </aside>

  It’s no good relying on them having seen this in a shared channel or on an email thread.

INTERNAL DEADLINES

• It’s crucial to stick to deadlines. If you say you’ll have something done by the end of the week, an update prior to this (e.g. mid-week) is best practice so they aren’t left wondering how it’s going.

  If you are going to miss a deadline, then update the relevant people asap. For example, if a task due on a Friday hasn’t been started by midway through Thursday, and is unlikely to be finished before the weekend.

  <aside> ⛔ It is not acceptable to message on the Friday or indeed later, or to need chasing. You must instead preempt this event and let them know as soon as possible in case it affects further pieces of work.

  </aside>

• You are able to say no or ask for help managing your time.

  If you are too busy to take something on, regardless of the seniority of the person asking, you are better to voice this immediately or ask your line manager for help in prioritising work.

• You are able to go back to the person requesting something and ask for more information/clarification once you get started.

• When you are requesting something from a colleague, be clear about your time expectations.

  <aside> 💬 E.g. “Would it be possible to get this back to me by the end of Tuesday?”

  </aside>

FEEDBACK

• Feedback is always best delivered in person or over the phone/Google Meet to avoid miscommunication.

DEEP WORK

• If you want to focus on a specific task for an hour or two, set your Slack status to Slack blackout. This will let people know you won’t be replying as quickly and to call if it’s urgent.

EXTERNAL COMMUNICATION

If you have any concerns about external communication, please speak to your line manager or head of department

• When a client emails, phones or Slack messages you, it’s very important to reply within an hour.

  If you are unable to reply in detail within an hour, then send a holding message detailing when they can expect a reply.

  <aside> 💬 Eg. “Hi, thanks for your email, I’ll come back to you with that report/those details by midday tomorrow latest”

  </aside>