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SOPs, or standard operating procedures, are a must for any business, remote or otherwise. However, when working with an entirely remote team, some special considerations need to be put in place. Having managed and worked remotely for over 20 years, I have a unique perspective on this that I would like to share.
1. Out of sight, out of mind
It’s common practice to share standard operating procedures when onboarding new hires, but beyond that, most companies never mention operating procedures again, unless, of course, a change needs to be made. It’s a good idea for employees to review procedures regularly, even if no changes have been made. I recommend reviewing these quarterly in a meeting, or perhaps you could send out a survey a couple of times a year that asks employees to review the standard operating procedures and provide feedback on areas they think could be improved.
I once worked with a team that sent a survey once a year to employees, and to encourage participation, each employee received a $50 gift card for completing the survey. Not only did all employees fill out the survey, but the team had the best standard operating procedures because they were constantly updated and revised. Engage your team and don’t just hide operational procedures from sight or mind after onboarding.
Related: I’ve Been Managing Remote Teams for 15 Years: Here Are My 3 Biggest Leadership Lessons.
2. Ignore the need for flexibility
Remote work allows employees to have more control over their work schedules and environments, but many companies still adhere to rigid structures that don’t allow for this flexibility. This lack of flexibility can hinder productivity and creativity, as employees may feel limited and unable to adapt to their unique circumstances. A common work schedule is a good start to establish, but keep in mind that this doesn’t have to be the typical 9 to 5 schedule where an employee sits at a desk all day.
In my opinion it is essential to include in your operating procedures when you expect someone to work. You can mention a time limit, such as a minimum of five hours per day, or you can offer specific hours, such as 9 a.m. to 12 p.m. The best way to do this is to outline a set of times that everyone has to work at the same time, regardless of time zone, and make sure you let everyone know which time zone they should be referring to! A default zone should be used for everyone, such as Central Standard Time.
3. Inadequate communication procedures
Without clear and efficient communication channels, remote teams can struggle to stay connected and aligned. This can lead to misunderstandings, delays and decreased productivity. It is important for companies to establish effective communication protocols, such as regular check-ins, team meetings and using communication tools such as video conferencing or messaging platforms. Additionally, providing guidelines on expected response times and communication etiquette can help remote workers feel supported and connected.
Another company I worked with offered incentives for those who consistently responded faster than the required time. It ranged from a special bonus to extra free time and applied to both internal and external communications. This was outlined in their operating procedures so everyone knew how much time they had to respond to messages for both colleagues and customers. It created a very collaborative environment where everyone was connected and stayed up to date. It was highlighted in the procedures that everyone would use a single platform to communicate (which, for this particular company, was Slack).
4. Inability to address technical challenges
From unstable internet connections to outdated software, these issues can severely impact productivity and prevent remote workers from performing their tasks effectively. Failure to address these technical challenges not only frustrates employees, but also prevents them from reaching their full potential. A good procedure to adopt is what to do when technology isn’t working: Should employees call someone? To send a message? What steps should be taken to let the rest of the team know when something isn’t working?
The best way to address this issue is to include your contact information in your operating procedures. That way, if someone’s computer crashes before a meeting, they can call/text/email the right person to let them know what’s going on and ask what the next steps should be. Also include a grace period; for example, let your employees know that if they can’t get their computers working 10 minutes before a meeting, they should contact their manager.
Related: Remote work is the great equalizer in the workplace. Here’s how it will make your company a better place to work.
5. Insufficient training and onboarding procedures
Many remote companies tend to throw their new employees into the metaphorical depths and hope they learn to swim on their own. While some personalities can handle it, it is extremely difficult and stressful for anyone to try to figure out how to operate within such a company. It’s incredibly important to have standard operating procedures for how to onboard a new member to your team, from getting access to training them on how to use the software provided to them to do their job.
Your procedures don’t have to be overly detailed here, just a general outline that everyone can follow. For example, the first step for remote workers should be to provide new team members with all the access they need. The second step should be training on how to use the systems they will work in on a daily basis, such as instant messaging software and time tracking software. From there your company can customize the steps as needed.
Standard operating procedures bring employees together and give them direction within a company, and when working remotely, it is extremely important to keep them updated and in front of everyone so that employees know what is expected of them and how manage problems.