I am not an expert on operations but when things move inefficiently I'm hungry to find a better way to do things. I love knowing that a change implemented on my suggestion has made somebody's job easier, enabling them to achieve the same result in less time.
These are my key observations on how to optimize remote workflows based on 10 years of working remotely—mostly asynchronously—for small marketing teams and agencies.
1️⃣ Empower your team to work on the work
I believe the secret to effective remote work culture is the absence of ambiguity. Clear communication enables your team to work on the work, instead of defining and redefining what needs to be done over and over again, before the work is started.
Remote employees who communicate ambiguously create Metawork for the rest of the team. Metawork is any clarifying question that must be answered before someone can actually work on the work. Metawork is costly to turnaround times, annoying to deal with, and a telltale sign of unrefined operation procedures.
How can you eliminate Metawork?
By standardizing task assignments and task handoffs. Exactly what information does each person in your company need to complete their tasks? If I am assigned a task with incomplete information, the following Metawork is created:
- 👦 I must write out a friendly comment explaining what information I need and send it to the person who assigned the task.
- 👦 I must wait for that person to see my comment before I can complete the task.
- 👨 That person must stop working on their active tasks and either (a) pass over the required information or (b) write out a friendly comment explaining they don't have what's required, but will seek it out for me.
- ️️️️👦I must stop what I'm doing and check my inbox until I notice that the step above has been completed and the information I require to do my job is available to me.
Meanwhile this entire 4-step process could have been avoided entirely, allowing for interrupted work, if the task assigned to me arrived with complete information.
Only assign tasks with complete information. Make perfect handoffs by asking the next person in line what they need to complete their highest frequency tasks, then create templated tasks that require the assignee to add that information before the task is assigned.
2️⃣ Answer every question once. Document every answer.
A question asked once is an opportunity for filling a gap in knowledge. A question asked twice is a symptom of poor documentation.
Documentation is automation. Documenting detailed answers to today's questions prevents future metawork from being created when a new team member joins and requires the same information.
Ideally everybody on your team is taught and encouraged how to create functional SOPs with screenshots, Loom videos, and clear instructions. Partial participation is better than none, but baking documentation into team culture will ensure SOPs are always updated and relevant.
The better your documentation library is the easier it will be to onboard new hires.
3️⃣ Have a non-negotiable single source of truth
It should be clear to everybody in your business where they can find the data required to produce the product or service they are responsible for. The best way to achieve this is to minimize the amount of unique locations you store your data.
It will vary depending on your role within the company. Here's how I broke it down for an email marketing agency when building a new workflow:
👷♀️ Employees building the emails needed the software to answer: what tasks do I need to get done today?
👨💼 Project managers controlling the flow of work needed the software to answer: what is the status of project X?
📞 Client specialists managing client relationships needed the software to answer: what have we done for client X recently?
Anytime a human is asking another human these questions, it's a sign your workflow is broken and your task management software isn't doing its job.
In working with email marketing agencies I've found the most intuitive setup involves storing information about the work (SOPs, company policies, client notes) in Notion or Google Docs, while the work itself is stored inside of the task management software of choice.
A task doesn't exist if it's not assigned in Asana. Company policies, SOPs, and critical notes about clients don't exist if they don't live in Notion. These rules must be strictly enforced. Slip ups dramatically reduce your team's trust in the single source of truth. It's not a single source of truth the moment it doesn't contain 100% of the information your team's collective brain has uncovered.
The less notifications across unique applications your team has to track the happier they will be. The less pages they need to monitor and maintain the more time they will have to work on the work. A single source of truth empowers them to know at a glance what needs to be done.
4️⃣ Standardize how to ask for help
There are no such thing as stupid questions. But there is such a thing as an incomplete question. If you need to ask a question before you ask your actual question, you're doing it wrong.
hey do you have a minute?
can you help me with something?
can I borrow you for a bit?
Standardizing how questions are asked via Slack/email reduces the amount of wasteful metawork created.
This is the framework I came up with for asking complete questions:
- Explain what you're trying to accomplish and what you've already tried. This makes it easier for us to help you.
- Keep questions as close to the relevant task as much as possible. Questions about an Asana task should be asked in the Asana comment section.
- Include screenshots (with arrows!) whenever possible.
- If you need to ask a question on Slack, ask your question to a channel, not a person. This allows everybody the chance to learn together.
- If you're having trouble typing up a complete question, create a short <5 minute Loom video where you explain what you're trying to accomplish and what you've already tried.
5️⃣ Minimize the use of Slack as much as possible
Slack is a distraction machine that does everything it can to interrupt your team and prevent them working on the work.
Instant messaging promotes stream of consciousness communication and incomplete questions that require back and forth. This metawork created by Slack keeps your team from working on the work.
Slack can be useful when actively chewing on a problem with a coworker in between accomplishing tasks. It can also be an upgrade over email communication which feels impersonal if not obsolete nowadays.
The best compromise I've found is to use Slack for urgent emergencies, personal conversations, or asking questions that aren't relevant to a specific task in Asana. Notification muting should encouraged to allow everybody to work on the work.
Slack can also be useful in place of a Zoom call or GMeet to collaborate on solving a difficult problem. Neither assigning tasks or discussing tasks should take place in Slack as this breaks your single source of truth and creates a situation where part of a task lives in Slack and another part lives in your task management software.
Questions asked in Slack should be asked in channels (not in DMs) so pressure isn't put on a specific person to stop working and answer. Answers to questions can then be copied and pasted into an SOP or onboarding doc for the next hire.