Operations & Workflow Management
Choosing the Right Channel: Usage Guidelines for Communication Platforms in Research Offices
As Research Administrators, we may communicate across multiple platforms and in a myriad of ways. How do we know where, when, and how to communicate with whom? And how do these diverse platforms impact the overall clarity and effectiveness of our messages?
The world we live in today is inundated with numerous communication platforms and methods. Prior to 2010, most professional communication occurred sluggishly via phone, email, and later, text. When the COVID-19 pandemic abruptly moved corporate offices into remote settings, we were forced to adapt to new styles and methods of communication. Platforms like Slack, Teams, and Google Workspace, which were optional before, became essential for offices and teams. And while each platform provides a suite of helpful features, the appropriate use of these for office communication is not yet standardized.
As research administrators, we communicate across multiple platforms and in a myriad of ways. This lack of standardization can introduce unnecessary chaos in our day-to-day work. How do we know where, when, and how to communicate with whom? How do these platforms influence the clarity of our messages?
To navigate these varied options, I review below common communication platforms and how they can be used effectively.
Instant Messaging Platforms: Slack, Google Chat, etc.
Instant messaging platforms are great for informal communications that revolve around a short answer, question, reminder, or announcement. In fact, some of these platforms have channels that allow users to categorize information (e.g., projects, informal hobby chat, regular programmatic updates, team announcements). This can help keep information structured and eliminate the need for decisions about how information should be shared. Decision fatigue is a real and rampant issue in workplaces where systems are not organized well. Identifying platforms for specific purposes can help mitigate this by reducing the number of decisions made daily.
Best practice tip: Private health information or other confidential data should never be shared on an informal communication channel such as an instant messenger.
Virtual Meeting Platforms: Zoom, Teams
When an instant message will not suffice, virtual meeting platforms offer a way to communicate in real time, conveying appropriate tone and nuance. These platforms are great for instant audio or video communication, whether informal, semi-formal, or formal. The immediacy and accessibility of these platforms have reduced the need for in-person check-ins, establishing them as the default for meetings in 2025. Additionally, with tools for AI transcription and note-taking becoming even more widespread, we now have the ability to avoid potential distractions posed by multitasking and be more present during these conversations.
Best practice tip: Add meeting title and provide an agenda when delivering updates on research administration workflows, especially during periods of frequent change.
Formal Channels: Email, Memos or Other Written Communication
For official policies, formal announcements, or sensitive topics, written communication is essential. This helps document formal practices, preserve confidentiality, and facilitate record keeping for archival purposes. To communicate urgency, use communication best practices that you know will get your colleagues’ attention most effectively, like typing “Urgent” in the Subject line of your email or checking off the “High Importance” box on your message.
Understanding your organization’s culture and responsiveness to emails versus other platforms can help you determine what should be communicated via an email versus another communication channel. Emails and other written memos should always be considered the “book of record” for communications.
Best practice tip: If email is used for both informal and formal communication, try setting up general email inboxes like “Announcements@institution.org” so your colleagues can easily search for announcements or other important information disseminated within and through your department.
The Value of the In-Person Meeting
Despite advances in digital communication, face-to-face meetings still hold unique value in many situations. Given how the world has changed, we may forget that in person meetings are an option—and may even be preferred, depending on the topic you want to discuss or the tone you want to convey. At the same time, we must remember that humans are wired for connection, and expressing our humanity in the workplace is good for the person reaching out and the people joining in. If you need to discuss a topic that may be challenging, involves problem solving, or requires cross-departmental coordination, in person meetings may ultimately prove to be more beneficial, even if they are met with initial resistance.
Closing Thoughts
Standardized communication protocols can help create consistency, making collaboration cross- departmental collaboration. Having clearly established norms can help teams minimize confusion, reduce decision fatigue, and maintain alignment throughout grant and contract workflows. Standardized communication policies in your office ensures that everyone understands the appropriate tool and the urgency associated with each mode. It is advisable to limit the number of platforms where feasible and clearly define when to use what for informal versus formal communication. Last, but not least, leading by example can help reduce resistance to a platform and showcase its value for your team.