Inside ContentCal: How We're Managing Remote Working
18th March 2020
In these rather uncertain times, we've made a business decision to switch to remote working.
While the move from a physically dependent business into one that's virtual might sound like something simple to do, the reality is very different, requiring different tools and behaviors to ensure that we continue unabated and customers are continued to be served.
In this blog post and video, we talk through the four key tools that we are using here at ContentCal to ensure business continuity for our customers and ourselves.
The key reason we use Slack is for the open channels. We have one channel for the whole business along with department level open channels. What we're trying to do is avoid 'silos' in communication, which often can happen when everyone is in different locations.
Using these open channels, we want to ensure that everyone can contribute to discussions that are happening across the business or at a department level and contribute their ideas. Because that's one of the main things that's lost when moving into remote working, the general narrative that's happening in the business can be lost, and collaboration suffers.
I'm sure many of you are familiar with Zoom. Zoom is the video and audio conferencing platform we use when we need to go deep into conversations. Written messages only go so far, and when you need to ensure that a message is being understood correctly, having a video call is ideal for providing clarity.
There are some other secondary and arguably more important benefits of using a tool like Zoom. Loneliness and a feeling of isolation is an unfortunate side-effect of working remotely, so having people involved, sharing smiles on video is a great way to make the team feel that they're appreciated and their contribution is valued.
So that's how we are managing internal communication, but let's talk about external communication.
We rely on Intercom heavily here at ContentCal. For anyone that's spent any time using ContentCal, you'll have seen a little live-chat bubble, and it's Intercom that powers this.
Intercom is how we manage all of our customer communication—questions from our customers, where on email or live-chat, get centralized into Intercom. We can assign conversations to the appropriate member of the team and write internal notes, to ensure that the team has access to all the information they need to serve the customer correctly.
Customer service has always been the thing that sets us apart from our competition. You can see some of our reviews here. Having a solution like Intercom allows us to deliver for our customers wherever we are based, whatever the timezone.
We're using ContentCal to ensure that our communication is on point across all of our channels. Given the uncertain times, we're paying close attention to the narratives within the messages.
We're using additional approval workflows to make sure all stakeholders get to see and sign-off content before it's published. We're also increasing our usage of Comments to discuss and iterate on content together. We want to ensure the wider team is comfortable with the communication and have the opportunity to contribute.
We're also using the Content Calendar views to get a single picture of everything that's going out, rejecting or hiding any post that we potentially don't want to put out over the next month. We can also drag and drop to re-assign content to different days, which allows us to be reactive and mindful. Being sensitive during these times is our priority.
Ultimately it's our responsibility, as it is for every other business, to ensure that we are still communicating ourselves effectively. We're doing this across all our social, email, and blogs, and we're all managing it through ContentCal. We are also ensuring that everyone in the business is fully aware of the content publishing schedule and the narrative we're communicating.
So there you have it, the four key tools we're using to manage remote working.
Hopefully, you found this useful. But any questions at all? We're more than happy to discuss.