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Our whole company has relied on this for the past few months in order to communicate with some of our clients, rather than invite them into our private Slack. It's been wonderful.
When companies are having to hire people and set policy to police their Slack channels for endless discourse by their employees, that is NOT wonderful.
The issue with the channels are the same than communicating over slack: You customers are feeling like they can ask any question and get an answer in 1 minute, and if you dont answer them straight away then they are unhappy. Definitively not something I recommend
Our whole company has relied on this for the past few months in order to communicate with some of our clients, rather than invite them into our private Slack. It's been wonderful.
The issue with the channels are the same than communicating over slack: You customers are feeling like they can ask any question and get an answer in 1 minute, and if you dont answer them straight away then they are unhappy. Definitively not something I recommend
Don’t blame the tool for mismanaged expectations.
Earlier quoted context omitted.
Don’t blame the tool for mismanaged expectations.
If the tool is presented as an instant messenger, people often get upset when responses aren't instant.
I'm just trying to imagine ways you could use slack and not set an expectation of having someone online to chat to. Use a bot to resond with "we'll get back to you when we can"? There's no option that doesn't feel like an incredibly frustrating experience for the user.
Our whole company has relied on this for the past few months in order to communicate with some of our clients, rather than invite them into our private Slack. It's been wonderful.
How do you communicate about things related to the project, but doesn't need to have the client involved in? Do you have a separate internal channel per client?
Any channel that may have external to the company users must have `-ext` at the end of the name and there should also be a non `-ext` channel for internal discussion that relates.
This ends up working really well because the channels sort together next to each other and you can tell very clearly from the name if you are talking "publicly" or not.
Earlier quoted context omitted.
If the tool is presented as an instant messenger, people often get upset when responses aren't instant.
This is spot on. You should blame the tool for mismanaged expectations if the tool inherently sets the expectations. I'm just trying to imagine ways you could use slack and not set an expectation of having someone online to chat to. Use a bot to resond with "we'll get back to you when we can"? There's no option that doesn't feel like an incredibly frustrating experience for the user.
Earlier quoted context omitted.
Don’t blame the tool for mismanaged expectations.
If the tool is presented as an instant messenger, people often get upset when responses aren't instant.
I would actually love that for open channels.
The issue with the channels are the same than communicating over slack: You customers are feeling like they can ask any question and get an answer in 1 minute, and if you dont answer them straight away then they are unhappy. Definitively not something I recommend
Don’t blame the tool for mismanaged expectations.
Either you're fine with short, possibly intense (maybe even urgent) conversations, and chat works well.
Or, people want to communicate more async and you can take a day or two to answer. People generally use forums/emails for this.