When it comes to delegating work, how can you communicate tasks to your overseas team, and know those tasks will be handled reliably? Communicating with your overseas partner or your outsourced vendor can be a lot more complicated then you might think.
Communicating with your overseas partner or your outsourced vendor can be a lot more complicated then you would think. Yes, sure, it’s fine to pick up the phone and send an email — and actually you should do that a lot. It’s extremely valuable to build those strong relationships and to maintain a lot of communication with your overseas partner. But, its easy to make mistakes when you assume that they are going to be communicating with you in exactly the same way.
Assumptions And How We Communicate
So, for example, we have had clients that would pick up a phone and call their Chinese or their Indian partner to brainstorm about ideas. But, because of misunderstandings between the two parties and between power distance and saving face, the partner over in China, or in India, might take that brainstorming session to be a directive to get to work on something. And so they throw everything else out and the schedule goes out with it — and they start working on something new. And month’s later, you’re surprised — what the heck happened? Why are they working on that? We were just talking about a fun idea we had.
Communicate Assignments Without Misunderstandings
So, how do you avoid misunderstandings like that? Well, one of the most important things you can do is make sure that you have a procedure or a system in place to manage tasks, and assignments, and responsibilities between your teams. There are a number of systems that we’ve used with our clients. Some of them are pretty simple. Basecamp is very popular. We actually don’t recommend Basecamp. It’s not too hard to get lost in Basecamp and much like sending a phone message or an email, people can start pointing fingers, saying, “Oh, I thought you had that task,” “No I had that task.” Also, base camp doesn’t have a great audit trail. Instead we tend to recommend more advanced systems that provide better audit trails, better assignment tracking, and permission and workflow systems.
Salesforce, if you are in a sales organization, actually does a great job of assigning tasks to different people, keeping track of records, who made a call, who didn’t, where is that customer support ticket. If you’re in a more technical discipline, then tools like Rally and Atlassian’s JIRA products are excellent project management tools. They can also be used for customer service management, ticket management or even call tracking because they are very customizable. Especially JIRA which has a very powerful workflow management system that you can customize to do whatever you want. But the best thing with all of these tools — Salesforce, Rally, JIRA and host of other ones — they work over the world wide web, they work on mobile phones, and they all have excellent audit trails, so you can see what has happened, who was assigned the task, and why did they give it to somebody else… And they also make it very easy to expose all of this information to anybody that wants to see it.
So, our number one recommendation, when we are talking about how do you get a hold of your team whose overseas, you can get a hold of them on the phone and with email. But you shouldn’t use those methods to communicate tasks or assignments or new requirements. Those things, if its official, it needs to go into a system. And everybody needs to understand that the system is what dictates who is working on what. That way when your team in China receives a call from the CEO saying, “Hey, what about this great idea?” — well, they’ll understand that if it wasn’t assigned to them in the system, they’re not supposed to start working on it.