Top Ten Keys to Working With Virtual People

What’s really essential when people are virtual is to over-communicate – this is what makes the arrangement successful! You give more information than you think they need and you assume less, and both parties ask more questions. The two-way street of communication is the key to winning relationships (this tip translates to both virtual and non-virtual people). Here are ten proven steps to success:

1. Rules of the road with E-mail.
Establish clear expectations - a policy of acknowledgement so there isn’t any mystery or guessing if your e-mail actually arrived. At a minimum, acknowledge receipt of the e-mail and then acknowledge how it will be handled.

2. “Reach out and touch someone.”
Sometimes you really need to have a conversation to make sure you are on the same page. When something is new or challenging or not routine, this is a perfect time to clarify by phone.

3. People are virtual – feelings are real.
Make it a policy to regularly check in with each other to see how each is doing. Call to acknowledge what is going on in their lives and also to show appreciation for their performance, especially if the person went beyond the call of duty. Don’t assume that personal e-mail acknowledgement is enough – you would say/do more if the person were physically present.

4. Check in regularly regarding needs.
We are working in a fast paced evolving workplace where very little stays the same. Avoid assumptions by having consistent contact. Tell the person what you need, ask what they need from you.

5. Communication plan.
How do you prefer to be reached and in what order? For example, if I don’t respond to your e-mail as we agreed in the first tip above then try the office phone, pager, cell-phone, home phone, etc. so that anything that arises can be escalated in an orderly predetermined fashion.

6. Time zone awareness.
Be conscious of what the time differences might exist and agree ahead of time when you will each be available.

7. Virtual chains of communication.
When there is more than one person working virtually who is part of a project you need to have clear communication policies built in so everyone involved is current. This may include group/team conference calls and e-mails, sharing of both calendars and project plans, and chat rooms.

8. Point out what you cannot see/give advice.
My virtual assistant sometimes says, "Hey, Janine, did you know that....." I love this! This lets me focus on what I want to focus on instead of having to keep my eye on everything (such as new software and hardware) or manage my own reminder system by having a second pair of eyes.

9. Honoring agreements and setting boundaries.
According to authors Dennis S. Reina and Michelle L. Reina (“Trust & Betrayal in the Workplace: Building Effective Relationships in Your Organization”), the basic issue is the establishment of a solid trusting relationship. Without that, virtual work is impossible. Trust is fundamentally doing what you say you will do. You need to manage expectations, establish clear boundaries, delegate appropriately, honor your agreements, and above all, be consistent in your words and actions.

10. Do what you do best and delegate the rest.
When the people you work with are virtual they are not “in your space”. You get to control the blocks of time to get the work you do best done, while they work on what they excel in uninterrupted as well!