Teams Chat Protocols

Teams Chat Protocols

πŸ›°οΈ Global Channel: Central Ops Chat
Purpose: For casual, general, and cross-team updates.
  • Do not use this channel for work-specific discussions.
  • Redirect any task, ticket, or channel-specific talk to the appropriate group below.
 
πŸ“‚ Dedicated Team Channels & Usage
​
πŸ’¬ #helphub – IT Support & Customer Service
  • Use for all customer support and IT helpdesk matters.
  • Always post ticket numbers, customer names, and progress clearly.
  • Example:
    • πŸ› οΈ Working on Ticket #1538 – Zeus Chadstone POS connectivity issue.
    • βœ… Resolved – Modem rebooted, confirmed Redcat connection restored.
  • Use threads to maintain conversation clarity.

βš™οΈ #synergy – Service Provisioning
  • All provisioning work, deployments, and onboarding setups.
  • Post about dependencies, blockers, updates.

🧾 #accountlink – Accounts & Billing
  • For invoicing, billing disputes, payments, and finance coordination.
  • Note invoice references or customer names clearly.

πŸ˜„ #team-vibes – General Chitchat
  • Birthdays, memes, shoutouts, watercooler talk.
  • Build culture and community here.

βœ… #checkin-checkout
  • 🟒 Check-in: Start of shift + today’s focus (optional).
  • πŸ”΄ Check-out: End of day + wrap-up.
 
πŸ“‘ Communications Protocol
​
🧠 Clarity & Transparency
  • State exactly what you're doing, with context.
    • ❌ "Working on it"
    • βœ… "Configuring VLANs – Ticket #2281 Cedar Meats"
  • Include relevant ticket IDs, store names, or references.

πŸ«±πŸ»β€πŸ«²πŸΎ Respect & Culture
  • Be kind, courteous, and professional.
  • Respect different views and communicate openly.
  • Encourage participation and feedback.

πŸ“ Collaboration Best Practices
  • Use threads to keep discussions organized.
  • Tag people directly when action or input is needed.
  • Use these status emojis:
    • 🟒 = Available
    • πŸ”΄ = Focused / In-call
    • 🟑 = Stepping away
    • πŸ’¬ = Open to chat
 
🧭 Team Rhythms & Operating Norms

​
πŸ•’ Daily Routines
  • Morning Standup (Async or Live):
    Post in #checkin-checkout by 10am your local time:
    • Top 3 priorities
    • Any blockers or support needed

  • End-of-Day Wrap:
    Post key accomplishments or handovers in the same thread.

🧠 Weekly Huddle (Optional)
  • For each team: 15–30 min sync to align, share insights, or raise risks.
 
πŸ“Œ Ticket Handling & Work Ownership
​
Ticket Updates
  • For any active ticket, follow this format in your team channel:
    • πŸ› οΈ Working on #1234 – Issue Summary – ETA: 2pm
    • ⚠️ Blocked – Waiting on vendor feedback
    • βœ… Resolved – Notes: [Details]

Ownership Rules
  • If you touch it, own it or assign it.
  • Use reaction emojis to show acknowledgment:
    • πŸ‘ = Seen
    • πŸ‘€ = Reviewing
    • 🀝 = Taking ownership
 
πŸ“š Documentation First
  • Default to writing things down.
  • Use internal tools like docu.swazzy.io or ticket notes to capture:
    • Fixes and workarounds
    • Onboarding steps
    • Unusual issues or workarounds
 
πŸ”’ Security & Confidentiality Reminders
  • Never share customer passwords or sensitive info in open channels.
  • Use secure tools or private notes for confidential data.
  • Report any suspected phishing or policy breaches immediately.
 
πŸŽ‰ Recognition & Celebration
  • Use #team-vibes to:
    • Shout out great work (e.g. @matt smashed the ZSG rollout! πŸ™Œ)
    • Share wins, milestones, new client go-lives
    • Celebrate birthdays, anniversaries, and team highlights
 
πŸ’‘ Additions to Build a Stronger Team
​
1. Voice & Video Check-ins
  • Optional video/voice summary on high-priority days in #checkin-checkout.
2. Naming Conventions
  • Consider prefixes: #ops-helphub, #ops-synergy, #acct-link for clearer navigation.
3. Knowledge Share Ritual
  • Weekly/Fortnightly post in #helphub or #synergy:
    • Quick wins
    • Bug fixes
    • Lessons learned
4. Emoji Workflow Signals
  • πŸ“Œ = Needs action
  • πŸ‘€ = Waiting for review
  • πŸ”„ = In progress
  • βœ… = Complete
 

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