# Internal communication

# Guidelines

# Open exchange of information

  • Use public channels when it's possible. Avoid direct messages at all cost.
  • Show decision-making process transparent (Transparency).
  • Put down comments to Jira with the process of solving the issue. If there will be a need to reassign a task your teammate will be able to dig in quickly.
  • Record reports and presentations. Those who weren't able to present will watch it recorded.
  • Duplicate important decisions that made in threads to #announcements channel.
  • Put down and publish follow-ups of common calls.

# General

  • Talk about others only what you could say to their eyes.
  • If you've noticed that the discussion turned into an argument - offer a call.
  • If the call requires the participation of more than 2 people, it is better to create an event in calendar and invite participants to it. This reduces the likelihood that someone will forget about the meeting.
  • Say thanks to your colleagues.

# Distraction free workspace

  • Check notification settings in Slack.
  • Real-time sometimes, asynchronous most of the time.
  • Avoid using direct messages. Insist the same for others.
  • If you want to propose a complex idea, write a RFC rather than starting a discussion in Slack.
  • When you're starting a new thread, mention only people who you want to take part in the discussion.
  • Respect everyone's right to uninterrupted work. Your colleagues have work to be done too.

# How to criticize correctly

Good criticism helps you to look at the problem from the outside and make better decisions.

For the critic:

  1. Seek to help. Explain how a change in behaviour will help the person or the entire team.
  2. Suggest specific measures. Specify exactly what the addressee should change.

For the addressee:

  1. Say thanks for the critic. You must clearly show that anyone can and should speak up.
  2. Decide for yourself what to do with the advice.

# Communicating day-to-day

# Automatic weekly: Bug Day

  • Why: We're having the Bug Day for all teams on Monday. This process helps to continuously and regularly improve the quality of our products.

  • When: Every Monday.

  • Who: Dev-team, Infra-team.

  • Every Monday there's Bug Day Digest in a #workspace channel.

  • Take a bug and post a message in a thread.

  • If you complete the task and feel enough energy to take more, take the next one! Good luck!

# Automatic daily: Support help requests

  • When: if there are open tasks in a SUPPORT project.
  • Who: Dev-team, Infra-team.
  • What: SUPPORT project tasks are considered the most important and we strive to complete them ASAP.

# Monthly: Roadmap meeting

  • Why: We must review our objectives and sync key result statuses.
  • Who: E-Team and everyone else who wants to participate.
  • When: The first Tuesday of every month.

# Monthly: Support checkpoint meeting

  • When: every Monday at 13 Moscow timezone.
  • Who: Customer Success team. Development team participation is at will.
  • What: we discuss last week's relevant issues, customer feedback - frequently asked questions, feature requests, current affiliate marketing trends, and upcoming tasks.
  • The recording of the meeting is recommended to be viewed by a development team. This is important as our support is our sales team and is the main source of information about customer satisfaction. We learn about the most frequent problems and pains of our users from the support team, so we can adjust our roadmap, or help solve the most frequent problems that users are writing about.
  • Add the link to the meeting recording to an #announcements channel, mention everyone in a thread if necessary.

# Weekly: Warmup meeting

Why: To sync on what we're done and what we're working on. When: Every Monday. Who: @dev-team, @infra-team, @cs-team.

# Weekly: Company call lite

  • When: Every Friday.
  • Who: Everyone.
  • What: We have a time-space for free talks, to cool down after the workweek.

# Automatic daily: "What did you work on today?"

  • When: Every workday.
  • Who: Everyone.

After the work day we answer a question "What did you work on today?". That helps us to reflect on what we spend time on.

One optional question "What (if anything) is blocking your progress?".

# 1:1 (One-on-One)

  • Why: To connect personally with each other.
  • Who: Each E-team member with each team member individually.
  • What: It's better to prepare agenda and share it before the meeting.

# Slack channels

  • #announcements everything you must know about the changes is posted here.
  • #coffee-talks free talks.
  • #workspace work channel.
  • #tech-questions CS-team asks Dev- and Infra-teams questions.
  • #learning books, interesting articles and blogs.
  • #customer-success everything about our customers and their happines while working with Keitaro.
  • #music-and-games to share some music or gather together to play games.
  • #proposals we post any proposals on everything here.
  • #work-done everyday reflection on done work.

# Meetings

# Meeting checklist

  • Prepare and publish agenda.
  • Publish an introduction as text. Everyone can read it before the meeting.
  • (Optional) Publish any useful materials. That helps others to be prepared for the meeting.
  • Schedule a meeting through Zoom and add en event in your personal calendar. Invite only persons who really must participate.

# How to schedule a meeting

  • Open Zoom.
  • Press + (Schedule Meeting).
  • Fill settings:
    • Start and end time.
    • Opt-out Waiting room.
    • Opt-in Only authenticated users can join.
    • Video Host: On, Participants: On.
    • Calendar - Google Calendar.
    • (Important!) Advanced -> Automaticcaly record meeting.
  • Add an event and add persons or groups who really must participate in. Use you personal calendar to strore the event.
  • (Optional) If it's a public event duplicate it to an #announcements channel.

# After meeting checklist

  • Publish summary to #announcements.
  • Copy video to Shared / [Folder].

# Milestones for adopting English at Apliteni

  • 2021-01-21
    • ✓ We use English in our code.
    • ✓ We write Titles (Summaries) in English in Jira.
    • ✓ Starting to rewrite the Handbook in English.
  • 2021-05-15
    • We write tasks descriptions in English.
  • 2021-07-01
    • We use English in #tech-questions, #annoucements channels.
  • 2021-08-01
    • We open positions for English-speaking people.
  • When first English-speaking person joins our team, we switch fully to English.