By Hyther Nizam
The workplace today is vastly different than it was a few years ago. The pandemic has accelerated the adoption of digital technologies by businesses, both for their customers and employees. Today, the majority of businesses operate on a hybrid model, and as a result, internal collaboration – both digital and in-person –, has become critical for business success.
When it comes to creating an environment that supports online and offline employee collaboration, many businesses continue to fall short and work in restricted silos. In this day and age, companies need to think about implementing effective collaboration platforms that facilitate team communication regardless of whether employees work in-office or remotely.
With the necessary tools in hand, developing a strong digital collaboration culture becomes significantly easier. However, there are many factors to consider before settling on the best collaboration suite that aligns with the company’s vision or culture. This is especially so because many businesses are currently operating on hybrid working models.
The importance of collaboration
Before diving into what businesses should look for in collaborative online tools, it’s important to understand why collaboration is so effective. Research shows that high levels of collaboration result in more engaged employees, who communicate openly and don’t fall prey to bottlenecks (such as managers taking overly long to sign off on projects). That, in turn, results in better service delivery and improved customer experience.
Effective collaboration also improves the flow of information across the organisation and fosters better communication. That, in turn, results in faster problem-solving. Employees recognise this too. According to a study, 86% of employees pin workplace failures on a lack of collaboration and ineffective communication. When people collaborate, they’re more likely to see a project through to the end.
Finding the right tools
As many organisations have learned over the past couple of years, the general assortment of tools that they previously relied on simply won’t cut it anymore. Hopping between different instant messaging services, meeting platforms, and productivity solutions means that vital information is bound to get lost at some point.
Context carry-over, informational continuity, and service uniformity become challenges for employees when they are forced to use a bunch of non-integrated tools for their everyday work. When employee experience drops, it has a direct effect on customer experience.
As the virtual world increasingly infiltrates the workplace and becomes a permanent fixture, organisations should consider implementing a company-wide collaboration and connectivity platform that enables inter- and intra-team communication, eliminates silos, and assists employees in maintaining productivity levels. Especially, productivity platforms or suites that leverage tight integrations and consistent interfaces to combine essential office productivity needs such as email, instant messaging, internal forums, A/V conferencing, and word processors with live-collaboration features, for example, enable these applications to become even more powerful and contextually relevant across services.
For instance, when email and instant messaging applications work together, employees have an easier time converting email conversations that warrant live discussions into chat threads and porting relevant information into the chatbox – in software engineering space, porting is the process of adapting software mainly for the purpose of achieving some form of execution in a computing environment that is dissimilar from the one that a given program was originally designed for.
Based on chat discussions, employees can also add final deliverables as personal tasks directly from the chatbox. And online word processors that facilitate live collaboration, allowing multiple people to contribute and comment simultaneously, can be convenient and life-changing for remote workers. Not to mention the version control issues that can be averted by freeing employees from having to email documents back and forth.
Another aspect to look for in collaboration suites is the ability to fold this internal collaboration into business applications like CRMs. For instance, the capability of an instant messaging tool to contextually integrate with an organisation’s CRM platform will enable executives to discuss a certain ticket via chat or a quick audio call before responding to the customer. Collaboration-conducive elements like these can further elevate productivity levels and get work done faster as well as make the experience of working across multiple services a smooth-sailing experience for employees.
Change in mindset
To help fuel the mindset shift needed to ensure that digital collaboration becomes ingrained in a company’s organisational culture, it’s equally critical that managers adopt, and are seen to adopt, the platform. If they’re getting full use out of it, their team members will also be spurred to. At the same time, employees all over the world are also experiencing digital burnout and virtual fatigue as their entire work schedules shift online. So it’s vital that managers balance empathy and humaneness with the usage of such tools in a non-intrusive way.
Virtual world of work
Businesses must adapt to the new virtual working environment. This requires re-evaluating processes and prioritising online solutions that facilitate collaboration, all while maintaining a focus on company culture. The customer experience begins with employees, and businesses will ultimately benefit from improved teamwork and communication.
The writer is president-MEA,