用最麻瓜的電子郵件提升透明度

許久以前似乎曾經在公司內部介紹過運用電子郵件提升透明度的文章。近期,因為綠黨內部事務的因素,又開始找些資料。以下:

之一

最早應是看到這篇 2013 年 2 月的的文章「Email transparency」,後來 Stripe 又寫了更詳細的「https://stripe.com/blog/scaling-email-transparency」。以下簡單列出幾個重點:

  • 讓所有email在內部公開,除了讓工作更有效率,還讓工作更有感。資訊的開放流通,也是一種扁平管理、去階層的方式。
  • 使用 Gmail 和 Google Groups 來作郵件群組,也寫了過濾器以方便處理大量郵件。
  • 採用副本的方式,把信件寄到封存群組裡,讓每個人都可以存取,但同時又不會受到影響。
  • 公開的動作是每個人在寄每一封信時,自己去選擇的(要不要把這封信送進封存群組)。如果你覺得有疑慮,通常就是該公開。但,若有敏感/私人訊息,當然可以不公開。
  • email 的透明,有助於完整了解來龍去脈。特別是涉及外部溝通的時候。
  • 有機會在原本的工作關係人之外,意外獲得野生的協助。
  • 了解公司不同部門正在發生的事情、如何運作,降低隔閡、產生連結感。
  • 迫使自己去思考如何區隔資訊,想想看,為什麼不要把訊息公開?
  • 如果覺得資訊裡的資訊有嚴重錯誤,找當事人談,而不是私下評斷。
  • 不需要太投入。相信對話的兩造能把事情處理好,不用自己跳進來。
  • 不要挑錯字XD

然後有個很有意思的FAQ:

Q. I feel like I need to write my email for the broad audience that might be reading it, rather than the one person it's actually meant for.
A. The only change between how you write emails for email transparency and how you would write them privately to other Stripes should be that one has a CC. That is, if you feel a need to rewrite your emails for the audience, then that likely indicates a bug in the organization we should fix. If you notice yourself having this tendency, talk to gdb — we should be able to shift the norms of the organization so this isn't a problem.

之二

How we handle team emails at our startup: Defaulting to transparency 這篇文章裡,Buffer 的共同創辦人與執行長 Joel Gascoigne 解釋在其以透明為原則的企業文化裡,如何透過電子郵件來提升透明度。他首先引用 Keith Rabois on the Role of a COO, How to Hire and Why Transparency Matters 文章理的一段話:

為何透明很重要?( Why Real Transparency Matters)
如果你希望人們可以做出聰明的決斷,他們需要脈絡、以及所有可得的資訊。如果你希望有更多人可以做出跟你一樣的選擇,你必須提供他們你所擁有的資訊。完整的資訊也可以減少組織裡的政治問題。內部政治問題的主要來源,就是資訊的不對稱。

Buffer 的員工會收到大量的電子郵件,透過副本發送給部門群組的作法,了解公司各部門正在進行的專案進度、行銷活動、採訪詢問或是合作洽詢等,舖天蓋地的郵海,讓整個團隊的腳步加快、讓每個人充分了解公司正在進行什麼事(所以不會看報紙才知道...)。
那麼,要如何處理超量的郵件問題呢?他們這樣作:

  • 設定郵件規則,讓某些郵件不會出現在收件夾(封存),但是仍然很容易在想要閱讀時可以找到。
  • 透明,只是代表你可以隨時隨地存取想要的資訊,而不是要把資訊堆滿在你的電腦桌面上。
  • 設置一個不公開的臉書社團,只分享訊息、無須回覆。

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