The CIPD report HR and Technology: Impact and Advantages highlights the advantages of technology use for HR; however, it also includes some cautions. One caution that is especially relevant to managers is the following: “over-reliance on technology for communication can result in difficulties with relationship- and team-building within the organization.” This point is exaggerated – but well made – in a cartoon I recently stumbled across. The illustration shows a boss asking an employee “don’t you read your e-mail? I fired you three weeks ago?”

When you consider the reality for many global teams today, the use of technology is essential for communication. Tools such as satellite broadcasts, laptop computers and web-based meetings now allow team members in different locations and time zones to easily communicate. Many specific examples of how these technologies have been used are presented in the Human Resource Executive article: Around the World Around the Clock.

Does distance make communication more challenging? Certainly it does, especially when it comes to discussions about critical or difficult topics. At the speed of a mouse-click, a poorly constructed outgoing message can breed misunderstanding, hostility or indifference. It is certainly easier to misinterpret a message via e-mail than one delivered face to face. Voice tone, facial expressions and the ability to ask questions to clarify the message are all limited when e-mail is used. Even interactive technologies such as virtual meetings can result in stilted communication. (I can’t count the number of times someone has spoken up to introduce themselves in a virtual meeting and cut another member off due to the fact that none of us could see each other).

As a result, does it make sense for virtual teams to set and agree upon communication policy and procedure as soon as the team is formed? How have you managed this process in the past? Do you have any innovative practices that help you deal with this challenge?

References:

Parry, Emma, et al. “HR and Technology: Impact and Advantages.” Chartered Institute of Personnel and Development [www.cipd.co.uk]. 2007.

Rowh, Mark. “Around the World Around the Clock.” Human Resource Executive Online [www.hreonline.com]. February 1, 2008.