Summary

Slack is our internal instant messaging software. As we operate on a hybrid working system, the main way we communicate internally is using Slack and therefore it is important to stay on top of notifications throughout the day in the same way you would with emails.

Slack will allow you to send direct messages, group messages and monitor channels which have been set up for a specific purpose, i.e. a Team chat, a matter specific channel etc. 

We've set out how to effectively message groups, manage your slack channels and update your status below. 

Messaging Groups

Generally, Solution Operations team channels should be used for questions to ask groups of people rather than contacting individuals as it helps to get an efficient answer (in the event the individual is busy) and allows others who may not know the answer, to review and learn. Within a channel, you are able to send a notification to an individual or group by including one of the following tags ('@xxxxx'): 

  • @name (replace 'name' with their name, i.e. @dbeale) - to notify an individual.
  • @here - to notify all the people who are online. 
  • @channel - to notify all members of the channel regardless of whether they are online or offline.
  • @so-leads - to notify the Solution Operations Leads (SOL and SSOLs).
  • @so-managers - to notify the Solution Operations Managers (SOMs).
  • @shiftname (replace 'shiftname' with name of a shift) - to notify a specific shift. The shift names are outlined on the timesheet.

Channels and Organising Slack

Slack channels should be effectively organised to help stay on top of notifications. We'd recommend the following categories as a starting place (press the + for more information) 

Solution Operations

#solution-operations_team_uk Used for general SO team communications
  • Used for us to communicate and ask/respond to general questions within the team. It is important to stay on top of messages and notifications.
  • When you sign on and off each day, a message just needs to be put in the channel to let the team know when you're online and equally finished for the day.
    • Similarly, when you are going on and have returned from lunch, a message should be sent in the channel to make sure you aren't disturbed whilst you're on your break.
  • When you’re back from breaks, have a scroll back through the last read message and scan down to ensure you haven’t missed any important messages or urgent tasks that need doing.
#so_arbitration / so_inquiries-inquests / so_litigation Used for sub team specific communications
  • When you are going to acknowledge an email, message the name of the sender and time it was received so the team know you are dealing with it (e.g. @here Alexandra 12.07)
  • If you have any queries, ask them in the channel and a member of the team will be able to assist.
    • As outlined above, questions should be asked in the team chat first so that anyone who's available can help - depending on the query, they'll either respond in the team chat to then help everyone else too in case they had the same question or message you directly to explain things further. If it is a platform functionality question, it can be asked in the solution-operations_team_uk or the sub team specific channel.

  • Team members may send messages to flag emails that need a response or a task that needs urgent attention - these should take priority and be actioned straight away. If you are ever unsure of the answer, feel free to ask for help in the team channel.

#syncs Used to notify people when cases are being synced
  • The platform is used by many teams across the company who may all be working on the same matter at the same time. Before you sync a case, you should notify the channel either through your task on Case Control or you can send a message in the channel directly e.g. @here Nissan.

  • The Production team will also use this channel to ask when a case can be synced so it is important that you are alert to their notifications and respond as quickly as possible.

#sos-FAQ Used as a knowledge hub for solution operations FAQs
  • Answers to questions that clients ask frequently can be found in this chat.
  • Some template responses are also outlined in the channel so a search should be run in here first before you ask the wider team a question as the answer may be in here already.
#cst_solution-operations Used for communications between the SO and Case Management Team (CST).
  • The Case Managers will use the channel to let us know when they need to flag an email with the SO team or if they need assistance with a query that is best placed for our team to deal with - please respond to CMs as quickly as possible.
  • Likewise, we can use it to ask them questions in relation to Hearing Services or let them know when we have copied them into emails which require their attention.
  • If you need to get the Case Management team's attention, you can add @cst to your message.
#platform-support_so_prod Used for trouble-shooting communications between SO and Product Support.
  • This channel is used to raise urgent issues with the Product Support team. FreshDesk tickets should be made first and can be chased in this channel if you don't receive a response during the relevant time period (see Escalation Policy).
  • Generic/non-urgent questions can also be asked but queries/issues should always be raised in the general SO team channel or matter specific channels first as we may be able to assist and direct you to the correct escalation process.
#case_control_so_support Used to troubleshoot issues with Case Control.
  • If you are experiencing any issues with accessing Case Control, please let Yosef and Joe (the brains behind the Case Control app) know in this channel.
  • Yosef will also let us know if any updates have been made to Case Control here.
#solution-operations_finance Used for communications between the SO team and Finance.
  • If clients have any queries relating to invoices/payments that are best placed for the Finance team, they can be flagged for them here. 

Your shift will also have their own channel which will be used daily for internal communication, especially during the early and late shift. It is important you are on top of messages in the channel so you are working together as efficiently as possible.

Hearing Channels 

Each sitting case has its own slack channel. They allow the different departments working on a case (Tech, EPE Operator, Virtual Hearing Manager, CMs, SO etc) to communicate on all aspects of the sitting case.

The channel description/topic will include key information about the case including, the web server and whether EPE and users are using the web or local server. 

For our purposes, we want to keep an eye out for any notifications directed to us which will mainly be in relation to the platform/bundle or trouble-shooting user issues such as unlocking accounts and password resets.

When we sync a workspace for a case that is sitting, we need to inform the EPE operator that new documents/changes have been made available and they’ll need to refresh their browser to view them. It's helpful to include a handful of references of the new documents so that they can check whether they have them.

Company Channels

Various company-wide channels have been created for company updates. You may find it helpful to have them grouped under one category. 

Updating Your Status

 It is helpful for people to update their status so the team/company are aware of whether you are working and ensure you are not disturbed when you are not online. 

People will generally update their status when they are: 

  • On lunch 
  • In a meeting 
  • On annual leave
  • On sick leave

You can update your status by clicking on your profile in the bottom left-hand corner of Slack and then selecting 'Update your Status'.