Internal Communication Plan
- Renata Pereira Juraski
Understand how to create a well-structured internal communication governance in Rocket.Chat
To increase synergy and organization in the intersection between the Sales and the Engineering teams, we have created a MVP of internal communication plan which was divided into: cross-channels organization, organization of channels by department, and a comittees structure.
Cross-channels organization
To be effective in defining the organization across channels, it is important to interview the stakeholders who are involved in the process. Understand your perspectives, needs, gaps and map them out. The second step is to define the channel objective, type of questions, stakeholders, the channel leader (a person or area) and SLA (if necessary)
Questions category
ROADMAP QUESTIONS
Type of questions: Roadmap, suggestions of new features, new features delivery forecast Resposible - receive: Omnichannel - Renato Becker, Team Collaboration - Milton Rucks, Saas - Ricardo Who can ask questions?: Every RC employee Way to notify/ask - System: Product Suggestions - Zoho Tracking: Quarterly Committees to share the product roadmap
VERY TECHNICAL QUESTIONS
Type of questions: Very technical questions about the product, implementation, code errors, etc Resposible - receive: PMs need to coordinate and direct the question to the technical responsible Who can ask questions?: Pre-sales team & CS Way to notify/ask - System: Channel exclusive (PMs + Pre-Sales + Support leaders + Tech Leads) Tracking: Extreme Technical Questions most of time don’t have a SLA. How to track the process?
PRODUCT BAD BEHAVIOR - CRITICAL SITUATIONS
Type of questions: Technical questions about RC bad behavior during customer calls, livechat, product demonstrations, etc Resposible - receive: Technical Leads team Who can ask questions?: Pre Sales team & CS Way to notify/ask - System: Channel exclusive (Tech Leads + PM & CS) Tracking: SLA support team - FCR (first contact resolution) - During Working hour (Product team)
PRODUCT BAD BEHAVIOR - NON-CRITICAL SITUATIONS
Type of questions: Technical questions about RC bad behavior during self navigation or non-critical situations Resposible - receive: PMs Who can ask questions?: Every RC employee Way to notify/ask - System: Report Bugs - Forms Tracking: How to track?
Organization of channels by department
From time to time, the structure of teams within Rocket.Chat needs to be revised. It is important to review the entire structure, understand the teams' needs and address them in the right channel.
We developed a channel structure for the sales team, based on the fact that the team is growing rapidly and some parts of the processes needed to be more visible to the team.
Creating channels with automated CRM messages can be a smart and quick way to bring more transparency to your sales force
Sales channels structure
SALES ALERTS
Content & Purpose: New Inbound leads in the platform - alert the sales team (easier way to notify the sales team about new inbound leads) Responsible - Receive: The reps from the lead region Who can ask questions?: Automated messages - no questions Way to notify/ask - System: The whole Leandro Coletti team Tracking: Not necessary
POTENTIAL SALES REVENUE
Content & Purpose: Customers who are in the last 2 weeks without contract signed, big acount Saas cancellations & PQL with more than X employees (reduce the contact time with the client) Responsible - Receive: The reps responsible for those leads Who can ask questions?: Automated messages - no questions Way to notify/ask - System: The whole Leandro Coletti team + Bruno Weiblen + Pre Sales team + (Rodrigo/Gabriel) + RevOps team Tracking: The rep responsible for that lead needs to comment with a status
WON DEALS
Content & Purpose: Closed deals Responsible - Receive: Sales team Who can ask questions?: Automated messages - no questions Way to notify/ask - System: Sales Team & Leaders Tracking: Not necessary
ROCKET.CHAT SALES
Content & Purpose: Announcements cross-department that has an impact in the Sales team Responsible - Receive: Sales team Who can ask questions?: Marketing, Sales Enablement, Partnership, PMs, Community leader & Technical writer Way to notify/ask - System: The whole Bruno Weiblen team + PMs, Pre Sales, Community leader, Technical Writer Tracking: The rep responsible for that lead needs to comment with a status
ROCKET.CHAT SALES TEAM
Content & Purpose: Internal Sales Announcements which do not directly impact other teams. Responsible - Receive: The reps from the lead region Who can ask questions?: Automated messages - no questions Way to notify/ask - System: The whole Leandro Coletti team + Bruno Weiblen Tracking: Not necessary
ROCKET.CHAT SALES LEADERS
Content & Purpose: Important announcements & alignment among sales leaders Responsible - Receive: The region leaders Who can ask questions?: VP, General Manager & Region Leaders Way to notify/ask - System: Leandro Coletti team + Bruno Weiblen + other sales leaders Tracking: Not necessary
SUPPORT-BACKROOM
Content & Purpose: Open or close critical client tickets (An extra support to clients tickets, putting more visibility in some critical cases) Responsible - Receive: Support team Who can ask questions?: Sales team, Pre Sales team, Other departments leaders Way to notify/ask - System: Support team Tracking: Not necessary
Committees structure
Understanding the types of communication is a good starting point for defining your organisation/department's committee structure. What kind of news / announcements can be part of a channel? What kind of information is better to be in a meeting than in a channel?
Channels are not the right place to share strategic announcements, they are the right place to support a strategic announcement made by the CEO in a company-wide meeting, for example.