Notes from 53rd International STC Conference
Las Vegas, Nevada, May 7-10, 2006

Realities of Managing Virtually: Strategies for Thriving

Session Description: Four communication managers discussed innovative approaches to managing virtually. Management SIG leaders focus on virtual tools; training facilitators/managers; mentoring; communication with managers, vendors, and peers; and leaping cultural boundaries.

Technical Editing in the Computer Industry

Jacqueline E. Sirota Write on the Edge

• Virtual management is not the same as F2F
   
• The communication process is different (physical and psychological context, F2F is synchronous vs. written, which is asynchronous)
• Lack of nonverbals
• Building trust and relationships
• Takes time/needs commitment
• Communication agreements/plans
   
• Create context and structure
   
• Establish communication agreements
• Develop communication plans
• Establish clear goals, roles/responsibilities, and expectations (with follow up)
• Communication agreements and plans should add value and build trust
• Virtual management strategies
   
• Make entire team visible to one another
• Provide line of sight
• Create physical space
• Facilitate collaborative conversations (not everything on task; the human element is important)
• Create energy/synergy
• Involve entire team
• Use variety of media/strategies
• Avoid communication burnout and boredom
• Virtual management skills
   
• Positive attitude
• Ability to build trust/relationships
• Ability to communicate effectively
• Project management skills
• Willingness to delegate, follow up, and provide regular feedback
• Ability to solve problems
• Coaching/training/mentoring skills

Virtual Training of Facilitators, Managers, and Employers

Jackie A. Damrau T-Mobile WiFi

• Virtual training: ask these questions?
   
• Do you or have you done virtual training across multiple time zones?
• What tools work well for a virtual training session?
• What is the maximum amount of time you should provide virtual training?
• Do you use a certain approach or philosophy in training?
• Training delivery: same or different?
   
• With managers/facilitators: may differ from employees
• With mixed audience: depends on content. Identify if information sharing will cause issues; if so, address information in a separate session.
• Time zone dilemma
   
• Preferred times:
   
• North America: 1 p.m. Eastern
• Europe: early to mid-morning
• Asia/Pacific Rim: early to late evenings
• Send e-mail reminder at least 24 hours before a session to reiterate times and ensure full team participation.
• "Share the pain" when it comes to working late at night; don't always expect people on the other side of the world to accommodate your schedule
• Virtual sessions: how long?
   
• Depends upon content: informational, 1 hour or less; technical, 2-3 hours max
• For sessions of more than 2 hours, include audience interactivity and allow time for a break.
• Cultural differences
   
• Learn about them!
• Review presentations for clip art (what's funny in one country may not be in another) and color usage (colors don't have the same meaning in different countries).
• Practice your delivery: remove clichés and be wary of humor.

Communicating and Managing Across Cultures – Virtually

Judith M. Herr Well Chosen Words

• Real differences? First slide excerpted Dr. Seuss' Sneetches:
  But because they had stars, all the Star-Belly Sneetches
  Would brag, "We're the best kind of Sneetch on the beaches."
  With their snoots in the air, they would sniff and they'd snort,
  "We'll have nothing to do with the Plain-Belly sort."
  
  


• Ferreting out real cultural differences
   
• Virtually
   
• Web site design across cultures
• On foods, celebrations, work habits
• Courtesy, writing style, and e-mails
• Pro bono efforts
• Really: living abroad
• Avoid initial misunderstanding
   
• Decision-making: boss or team?
• Importance of saving face: disagree with the boss?
• Workplace practices: gift-giving, business card etiquette
• Meeting style
• Time and work hours
• Advice for thriving when working abroad (in essence, exchanging virtual for F2F)
• Learn to speak the colloquial language
• Uncover and follow the unwritten rules
• Choose living arrangements carefully
• Try every food at least once. Collect stories related to celebrations.
• Keep a journal; write articles' teach what others don't know... get ready to return home.
• The happy ending to the Sneetches:
  I'm quite happy to say
  That the Sneetches got really quite smart on that day,
  The day they decided that Sneetches are Sneetches
  And no kind of Sneetch is the best on the beaches.
  That day, all the Sneetches forgot about stars
  And whether they had one, or not, upon thars.

Making the Most of Available Tools for Virtual Teams

Brenda P. Huettner P-N Designs

• How will you communicate?
   
• How often?
• How will you keep records?
• Who needs to be included?
• How will you collaborate?
• Will you have multiple people editing one file?
   
• Will you need to allow for mailing time?
• What tools do you have now?
• Evaluate the options
   
• Communication options
   
• Telephone
• Conference calls
• E-mail
• Instant messaging
• Chat rooms
• Collaboration options
   
• Webinars
• Wikis
• Blogs (if comments are turned on)
• Comments/change tracking systems
• Version control systems
• Evaluate the options
   
• Virtual meetings
   
• MS Live meeting (formerly Placeware)
• Webex
• Interwise
• Replay Rich
• Gotomeeting.com
• Project management software
   
• Desktop (Microsoft Project, Milestones)
• Web-based (BAsecamp, Quickbase)
• Home-grown, using tools you have (Word, Excel, PowerPoint)
• Make allowances!
   
• Technology can be tricky
   
• Build in time for testing
• Have a backup plan
• Don't forget the human factor
   
• Allow time for people to get used to new technology
• Be aware of time zones
• Check for local and regional holidays