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Ways of Working: How I use Slack

Summary

1. I avoid direct messages. Instead, I use channels wherever it's possible.
2. I use Slack asynchronously. I put everything in one message and hit enter once I'm done (and give as much context as needed/possible). I've turned off all notifications, but I respond to all posts in my main channels and where I'm mentioned within 4 working hours.
3. I never use @here and @channel — instead, I try to mention as few people as possible.
4. I always reply in a thread. Only by this can I use the thread view to follow up on all of my current talks/discussions.

Active (writing)

Passive (reading)

Notifications

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I've turned all notifications off

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Slack is asynchronous communication

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I try to respond to all messages where I'm mentioned within 4 working hours

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I've muted @here/@channel for many channels

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I'm joining any channel of interest, and I don't leave a channel

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When I take a coffee somedays, I've some newspaper-style reading

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I use the thread view to stay on top of my current discussions

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“read later” saves my life.

Structured channels

Unreads, Threads, and Mentions

Remind me later

Basic structure

Channels

Groups

Slack vs. email

• Internally, I don't write any emails.
• Some people say they like to use email because they can archive decisions or similar. I think this is wrong. Those things go into a central decision database. It's nothing that belongs to one person (to maybe prove something for later), but it should be kept in a neutral public space like a wiki.
• Some say they like to use email because it’s better to quote what others said when replying. I think it's the wrong tool. If a topic is complex, it shouldn’t be in an email but in a wiki or Google doc. That's the right tool to collaborate. It offers versioning, inline comments, and much more.
• Slack could be the better choice for communication with partners and customers. But we should be very careful with this. The purpose should be clear and we need to set expectations (response times, reliability, …). Often systems like Freshdesk offer better traceability, and they ensure that every request gets answered.

Why (or when) to neither use personal email nor Slack

• Whenever the major use case is about keeping track of something, it's a bad idea to use Slack or private email.
• I recommend using a tool like Freshdesk or Help Scout for all kinds of group inboxes for two reasons:
1. Accountability: it's 100% clear who's responsible for answering which message. You can have workflows to remind you when some message is waiting to be answered too long or for even more sophisticated tasks (automation, automation, automation). You won't drop a single message.
2. Transparency: it’s 100% transparent. Team members can learn from each other. And when they get sick or are on vacation, others can take over instantly.

Conclusion

Initially, I wrote this document to record for myself what I think is right. It then grew more and more and became rules for my company. It resonated so well there that I felt it was time to share it publicly.

I’d recommend continuing reading with How I use Slack — in Detail