Welcome to episode 202 of the 21st Century Work Life podcast from Virtual Not Distant, where today we’re revisiting the roles of tech - particularly chat-based platforms - in teams, and the relationship between tech and strategy… Interestingly much of which also applies nowadays within organisations we don’t think of as ‘remote’, and depends a great deal on how we agree to use the tools at our disposal (including our expectations regarding speed of reply) Don’t forget to come and say hello to us on Twitter, @VirtualTeamW0rk and @PilarOrti… we love to talk to our listeners, and we talk about all sorts of interesting things, like a new feature in MSTeams which Pilar had a strong reaction to… Maybe there are some situations where text is better than a call, even when it’s urgent? Do join in and tell us what you think.  And please bear with us as our website is being updated, we’re bringing you a refreshed look and feel and some great new content - in particular look out for more about our self-paced learning programme to accompany the Thinking Remote book, if you’re serious about improving your remote leadership practice. 21st Century Work Life: Chris Slemp, Customer Success Manager at Microsoft Today’s guest Chris actually introduced us to one of our favourite phrases, ‘Office-Optional’, so it was great to talk to him for the third time on our podcast.  Moving from a small consultancy to Microsoft gave Chris and his wife a chance to relocate to Scotland, and his work involves helping people to be more productive with the tools they already own. To support customers they use a blend of face to face visits but also online, and of course they use Microsoft Teams. Clients include organisations like police forces and local councils and other workplaces we might not think of as ‘remote’, but actually involve people in many locations, including many non-office situations, and reminding us that it’s not only knowledge workers who can benefit from these tools. The work is not location-dependent, so the communication should not be. From a customer support point of view, it’s essential to understand and relate to roles outside of the IT dept, even if that’s the first point of contact. Technology needs to be a partner, not a supplier, to realise its potential these days, and help businesses solve their problems effectively. We should be driven by the need, not by the tech. Even within their own team they had to evolve the way they used their own tools effectively, and improving meant an ongoing blend of coaching individuals and moderating and managing the conversation itself. Perhaps the problem is that the tools now look and feel so similar to those we use in our personal lives, where we’re used to pleasing ourselves what we do with them, and we really need a team agreement or a ‘collaboration constitution’ to nail down the way we’re going to do things. In a flattened organisation, tools enable visibility which enhances influence. Different communications styles may be advantaged by different modes, and we need to learn new ways of engaging effectively. TL;DR - the person posting the right gif might get more engagement than the one with the long insightful text. Teams need different kinds of social glue, and the asynchronous space is still overly text-heavy, to its detriment. MSTeams is bringing functionality to record and stream voice calls and meetings, which creates automatic transcripts and even translations - AI is making this doable with increasing accuracy, and it means that audio becomes searchable on a par with text. The future role of AI is a fascinating area, and at Microsoft they are talking deeply about the ethics as well as the enablement it can bring. Intentionality solves a lot of problems, as machine learning frees up a lot of time from administrative tasks, and might help us avoid repeating the mistakes already made in social media. But what about areas like sentiment analysis? Yammer is looking into this functionality,