Muted and Misunderstood: Navigating Communication in the Remote Workplace

By Jessica Robles, PhD, MBA , Sr. Director of Talent Management, DrFirst

When was the last time you started your presentation only to be greeted by a chorus of “You’re on mute” from half the group? Or does it happen so often that you’ve lost count?

Welcome to online meetings, where even the most brilliant ideas can go unheard, all because of a single button. ?

This minor mishap happens to all of us (and sometimes over and over!). Yet it reminds us that a remote workplace has challenges we don’t face when sitting together in a conference room.

That’s why we’ve included a section about successful meetings and communication in our RemoteFirst at DrFirst playbook.

Introduced when our CEO announced our transition to a fully remote model—at a time when many companies are calling employees back to the office—this guide is more than just a staff resource. It’s a testament to our commitment to fostering a dynamic and flexible workplace where everyone can thrive, no matter where they log in from.

Our team is spread across time zones. Whether they are chiming in from their remote office setup or taking a brief walking meeting to get some fresh air, our culture helps us feel like we’re all in the same room, even if one did forget to take themselves off mute. (By the way, can everyone hear me alright?)

Here’s how we how we stay engaged, productive, and connected:

Clear, Concise Communication

Effective communication goes beyond sending messages; it’s about ensuring messages are understood. This is crucial when you can’t just pop your head into someone’s office for a quick chat. Remote work gives us the flexibility to contribute when we’re most ready, leading to thoughtful, well-crafted responses and smoother collaboration. Our focus on clarity and connection, supported by tools like Outlook and Webex, helps us stay in touch and on top of things. Some ways we strive to keep our communication clear are:

• Enhance Transparency: Provide context, outline the next steps, ask questions, and encourage feedback in all forms of communication.
• Embrace Quick Check-Ins: Don’t wait for scheduled meetings—stay open to spontaneous touch bases and reach out regularly, especially when issues arise or a project is underway, to keep communication flowing.
• Maximize Flexibility: Use asynchronous communication like email or Webex chats for non-urgent matters, allowing for timely responses and flexible schedules.
• Share Company Updates: Disseminate company news through email, Webex group chats, our intranet, and quarterly AllHands meetings to ensure everyone has the information they need to be successful.

Making Meetings Matter

Faces and body language are the key to maintaining human connection while working remotely. We embrace a cameras-on culture because our meetings are where we connect and collaborate. Transitioning from in-person meetings to virtual spaces presents challenges, particularly in ensuring everyone's voice is heard. When everyone’s camera is on, meetings transform from a faceless sea of names to a gallery of smiles, nods, and the classic “I need more coffee” look.

To foster a more connected and engaging experience, we encourage our team members to turn on their cameras during small- to medium-sized meetings, when speaking or presenting, and in team gatherings. Exceptions are made for large meetings (20+ people), town halls, lunchtime, or when someone is feeling under the weather. We trust our employees to use their judgment and lean into our camera-on culture to enhance the sense of presence and community.?

In addition to clicking on our cameras, we make time for small talk. It’s the virtual equivalent of gathering around the water cooler or coffee pot without risking someone spilling their drink on your shoes.

Once we have clicked our cameras on and double-checked those mute buttons, we dive into our meetings with these solid strategies:

• Set clear Agendas: Include our goals and agendas to keep meetings on track.
• Check Availability: Ensure everyone is available before sending invites.
• Solicit Participation: Encourage input from everyone, ensuring all voices are heard.
• Stay Present: Resist the temptation to multitask and give meetings our full attention.

Calendars for the Win

Our calendars do more than track meetings; they’re our dynamic digital in/out boards. Forget the old cubicle prairie-dog-peek; we use scheduling tools to find meeting times that work for everyone.

Here’s how we keep our virtual doors open or closed:

• Display Hours: Update calendars to reflect when we’re available.
• Show Availability: Indicate when we’re out of the office or have blocked time to focus.
• Open Up Our Calendars: Show meeting titles, opting for “private” when needed.
• Set Effective OOO Replies: Use out-of-office replies with the return date, availability status, and alternate contacts.

Mastering Remote Work, One Mute Button at a Time

While communication mishaps may happen more often than we prefer, let’s appreciate those mute-button moments. They remind us to keep humanity and humor at the center of our interactions.

By embracing our remote-first commitment and backing it up with tips and tools for success, our staff is happier and more productive. Effective communications and meetings are essential in the remote-first world. Just remember to double-check that mute button before sharing your next brilliant idea!

To ensure our staff are highly successful in a remote work environment, we’ve developed a comprehensive playbook, RemoteFirst at DrFirst, available on our Careers Page . This guide helps our team members navigate the unique challenges and opportunities of remote work, providing tips, best practices, and resources for maintaining productivity and staying connected.?

Join us as we redefine the future of work, where trust and accountability lead the way. At DrFirst, innovation lives anywhere!?