How to build trust through informal communication | Guide
Enhancing informal communication through technology is essential for fostering trust and collaboration among leaders across sectors. In today’s digital workplace, where remote and hybrid work is increasingly common, enabling spontaneous, informal interactions is crucial for building resilient cross-sector partnerships. Modern collaboration tools can now replicate the organic, informal conversations typical of face-to-face settings, helping leaders collaborate more effectively. Here is how you can leverage these tools to build trust and drive collaboration within and across organisations.
1. Embrace modern technology for collaboration.
Historically, technology was viewed as a barrier rather than an enabler in collaborative efforts, particularly in the public service and policy-making sectors. A 2005 study on medical technology highlighted this challenge when the introduction of a Grid-enabled e-health system—despite its innovative potential—led to reduced trust between collaborators due to the lack of informal interaction mechanisms. Today, however, most modern software has overcome these technological barriers, offering numerous possibilities for collaboration that facilitate informal communication.
2. Choose the right collaboration tools.
The right technology tools must align with your communication style, goals, and audience. While email remains the preferred method for formal communication, especially when a visible ‘audit trail’ is necessary, online chat functions are ideal for quick, informal exchanges—that mimic a real-world ‘tap on the shoulder’ or a ‘knock on the office door.’ Cloud-based platforms also offer excellent tools for document sharing and collaboration.
3. Leverage multimedia communication.
Modern tools with multimedia capabilities can help you recreate the nuances of face-to-face interactions. In his recommendations for a wiser society, Professor Sir Geoff Mulgan suggests opting for platforms with multimedia and chat functions. Platforms that offer video calls, instant messaging, and shared digital workspaces allow leaders to communicate more naturally, fostering the informal exchanges that often lead to innovative ideas and stronger relationships.
4. Establish new communication norms.
The rapid evolution of work, especially during the COVID-19 pandemic, has underscored the importance of adapting to new communication technologies. As organisations rely more on internet-based communications, be deliberate about the types of interactions you want to encourage. Establish new norms and expectations around why, how and when different communication tools should be used, ensuring that informal interactions are preserved in the digital shuffle.
5. Implement clear policies and procedures.
Introducing new communication platforms requires careful planning. Establish clear policies for managing informal communications. While security and confidentiality build trust, transparency and accountability are essential, especially regarding legal requirements like the Freedom of Information Act (FOIA). Balancing these aspects ensures compliance and fosters public confidence. Remember, even informal messages can be scrutinised, as shown by a case involving the UK Cabinet Office’s use of Slack in 2016-17.
Investing in modern communication tools and establishing digital norms for informal exchanges can significantly strengthen collaborative initiatives within and across organisations. By fostering a sense of community and trust through informal interactions, we can create a safer and more connected environment where leaders across sectors can work together to tackle the long-term complex challenges faced by the UK.
Learn more about how to make collaborations successful in WIG’s Collaboration Playbook, researched and written by the University of Oxford’s Blavatnik School of Government.
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