Here’s Tsedal Neeley, a Harvard Business School professor who studies global, virtual workforces, in conversation with Kevin Delaney. I like that she differentiates between “digital tool usage issues” and “etiquette” and refuses to compromise on the latter.
[When] people send an email, it could be even an FYI email—you better acknowledge it, in a remote environment, and say thank you. ‘Got it. Thanks.’ It’s something so small, but it conveys that I hear you. I see you. I appreciate it. To send out emails, or some emails, people have labored to generate it. And there’s no acknowledgement for it. It’s a big fail. It’s okay in an in-person environment where you see people. You’ll run into them, you’ll have lunch, you’ll have meetings. But in a remote environment where you hardly see people, that is unacceptable. Some people say, well, I can’t handle saying thank you. And to all these people: if you have digital tool usage issues, then that’s a whole other problem. But our etiquette has to be different in a remote environment in order to instill confidence in others.