CPA Practice Advisor - 23

THE LEADERSHIP ADVISOR

Communication Methods in Our
New Work Environment
AMY VETTER, CPA.CITP, CGMA

Mindful Technologist &
Keynote Speaker
@AmyVetterCPA

THE WHIRLWIND THAT is 2020 has changed the nature of accountancy in ways that nobody
could've predicted a few short months ago. From a delayed tax deadline to a back-and-forth
dance of opening and closing businesses, it's still too early to tell what all the ramifications
of this unprecedented year will be. One thing that looks certain, though, is that remote
work will be an increasing part of our professional lives.

Commercial real estate experts
already predict a huge change in
what offices look like, where they
are, and how they function. As the
spaces we work in change, one of the
first things firms looking to transition
successfully need to address is how
(and where) they communicate.
In a world where working from
home is becoming more of a rule and
less of an exception, everything from
leadership to service offerings to the
technology needs to change along
with it. How we talk to each other,
whether with clients or between team
members, is no exception. If you don't
want balls to be dropped, developing
a plan for communication that
everyone understands and adheres
to is important. Without daily office
interactions, a clear set of standards

and practices is essential for keeping
everyone on the same page.
The best solution for your
workplace will be based on your needs
and the nature of your team, but
there are a few solid strategies that
can benefit almost any firm. Here are
some important aspects to consider
when deciding on a communication
policy that fits our new work reality.

CLIENT
COMMUNICATION
STANDARDS
While every form of communication
matters, it's not hard to see why
discussions with clients require
extra clarity as early as possible. If
an internal document gets missed,
you probably have time to fix it. That's
not always the case with a client,

especially when so many businesses
are downsizing and asking hard
questions of their service providers.
Two easy solutions are to adopt
a by-method or by-person approach.
In the first, you designate a single
account-an email address, phone
number, support portal, etc.-for
all client communication. That way,
nothing gets lost. In the second, you
designate specific team members
to certain clients. Either method
can work, but however you choose
to proceed, you want to make sure
client communication never falls by
the wayside.
Another critical aspect of client
communication is handling the
delicate and historic nature of the
coronavirus pandemic and our
response to it. Your business is going
through a lot right now, and your
clients' businesses are too. You have
to strike a balance between being
proactive and oppressive, always
keeping the needs of your clients in
mind. Take time to coach your team
on what is appropriate and how to
best handle difficult situations.

KEEPING THE TEAM IN
TOUCH
With internal communication,
you can afford to be a little more
informal but you still need to
delineate a few key policies. For
any action requiring approval
from leadership, it's a good idea

AUGUST 2020 ■

to assign a dedicated channel. If
somebody wants to request time
off, for example, they should know
exactly where to go and what to do.
By using a specific portal, there's no
argument about whether something
got lost in the shuffle.
The same policy should apply
to key work communications such
as project updates. A good rule
of thumb to keep in mind is that
the more important the piece of
information being communicated is,
the more formal the communication
method should be. After all, most
people don't propose via text
message.
Many firms find it useful to
create a tiered communication
structure that reserves certain
channels for formal communication and others for casual banter.
You may think creating a forum
for chit chat is superfluous, but it
can have a huge impact on morale
and camaraderie. Doing our jobs
remotely may not be so hard, but
replacing the personal interaction
that comes from seeing our fellow
team members every day is a lot
more difficult.
If you don't find a way to replace
those little social interactions, you
risk turning a tight-knit team into
a group of individuals. Whether you
have Zoom parties or goofy Slack
groups, it pays to find some space
for fun. ■

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CPA Practice Advisor

Table of Contents for the Digital Edition of CPA Practice Advisor

From the Editor: NASBA: Is it Time for a COVID-19 CPE Break?
Who Really Won the SCOTUS Ruling on Trump's Taxes?
From the Trenches: Do You Have a Clear Vision for Tax Document Automation?
Innovation Awards Announced
Multi-State Taxation: As States Look to Bounce Back, Tax Leaders Need to Engage with Lawmakers
2020 Product Review: Tax Document Automation
The Leadership Advisor: Communication Methods in Our New Work Environment
2020 Product Review: Fixed Asset Management
Health-Related Benefits Under the CARES Act
2020 Accountants Product & Service Guide
State Income Tax Complexity
What is a Series LLC and Why Your Clients Should Care
Apps We Love: At-Home Education Apps
The Millennial Advisor: Office Space: You're Not Home Alone
The ProAdvisor Spotlight: Streamlined Invoicing and Tasks Among New Features in QuickBooks Online Advanced
Marketing Your Firm: SEO Keyword Tips to Boost Your Firm's Google Ranking
Year in the Life of a Payroll Accountant: A Primer on IRS Continuous Wage Garnishments
The Labor Law Advisor: Age and Other Post-Pandemic Discrimination Claims
How to Modernize Your Firm
CARES Act Causing Business Valuation Concerns
How to Conduct a Business Insight Review
AICPA News
Bridging the Gap: Creating a Data Culture
CPA Practice Advisor - 1
CPA Practice Advisor - 2
CPA Practice Advisor - 3
CPA Practice Advisor - From the Editor: NASBA: Is it Time for a COVID-19 CPE Break?
CPA Practice Advisor - Who Really Won the SCOTUS Ruling on Trump's Taxes?
CPA Practice Advisor - From the Trenches: Do You Have a Clear Vision for Tax Document Automation?
CPA Practice Advisor - 7
CPA Practice Advisor - Innovation Awards Announced
CPA Practice Advisor - 9
CPA Practice Advisor - 10
CPA Practice Advisor - 11
CPA Practice Advisor - 12
CPA Practice Advisor - 13
CPA Practice Advisor - 14
CPA Practice Advisor - 15
CPA Practice Advisor - 16
CPA Practice Advisor - 17
CPA Practice Advisor - 18
CPA Practice Advisor - Multi-State Taxation: As States Look to Bounce Back, Tax Leaders Need to Engage with Lawmakers
CPA Practice Advisor - 2020 Product Review: Tax Document Automation
CPA Practice Advisor - 21
CPA Practice Advisor - 22
CPA Practice Advisor - The Leadership Advisor: Communication Methods in Our New Work Environment
CPA Practice Advisor - 2020 Product Review: Fixed Asset Management
CPA Practice Advisor - 25
CPA Practice Advisor - 26
CPA Practice Advisor - Health-Related Benefits Under the CARES Act
CPA Practice Advisor - 2020 Accountants Product & Service Guide
CPA Practice Advisor - 29
CPA Practice Advisor - State Income Tax Complexity
CPA Practice Advisor - What is a Series LLC and Why Your Clients Should Care
CPA Practice Advisor - Apps We Love: At-Home Education Apps
CPA Practice Advisor - The Millennial Advisor: Office Space: You're Not Home Alone
CPA Practice Advisor - The ProAdvisor Spotlight: Streamlined Invoicing and Tasks Among New Features in QuickBooks Online Advanced
CPA Practice Advisor - Marketing Your Firm: SEO Keyword Tips to Boost Your Firm's Google Ranking
CPA Practice Advisor - Year in the Life of a Payroll Accountant: A Primer on IRS Continuous Wage Garnishments
CPA Practice Advisor - 37
CPA Practice Advisor - The Labor Law Advisor: Age and Other Post-Pandemic Discrimination Claims
CPA Practice Advisor - How to Modernize Your Firm
CPA Practice Advisor - 40
CPA Practice Advisor - 41
CPA Practice Advisor - CARES Act Causing Business Valuation Concerns
CPA Practice Advisor - 43
CPA Practice Advisor - How to Conduct a Business Insight Review
CPA Practice Advisor - 45
CPA Practice Advisor - AICPA News
CPA Practice Advisor - Bridging the Gap: Creating a Data Culture
CPA Practice Advisor - 48
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