Company Communications

This section details all of the different ways the company communicates and at what cadence:

We have a number of different ways we communicate. Use the right side bar to jump to a specific area:

  • Customer Obsession Meetings (COM)

  • Surveys

  • CEO Listening Tours

Customer Obsession Meeting (aka "COM")

This is a weekly all-staff meeting focused on increasing alignment and awareness of how the company, departments, teams and individuals serve our customers.

Customer Obsession is a key leadership principle and we emphasize its priority when we bring the company together. Colleagues who come from companies that aren't obsessed with customers have suggested we refer to this meeting as "All Hands" and not expect everything we announce--from spending company money to recruiting new talent--to be framed in the context of serving customers. Such expectations are typical and common, and therefore we don't have "All Hands" meetings and instead have "Customer Obsession Meetings" to continually remind us that our focus on customers is atypical and uncommon.

Attendees:

  • All Mattermost Staff

  • Chair: Jason Blais

  • Co-Chairs: Co-founders

  • Vice Chair: Amy Nicol

Objectives:

  • Reach alignment on near and long term goals

  • Reinforce our obsession with making customers safer and more productive

  • Bring awareness through key company updates and news

  • Celebrate team achievements and patterns of success

Time:

  • Weekly meeting on Wednesdays from 8:00am to 8:25am Palo Alto time.

1 - T-4: Chair and Vice Chair meet to prepare agenda and actions to prepare for meeting. Vice Chair posts draft agenda to Customer Obs Prep channel and labels it as 1% draft.

  1. Vice Chair works 1-1 with presenters to prepare for them.

  2. Team members can share meeting agenda topics with Vice Chair via direct message. Must be shared at least 24 hours prior to meeting start and be aligned with the meeting objectives above.

2 - T-2: Chair and Vice Chair meet to review agenda. Vice Chair posts draft agenda to Customer Obs Prep channel and labels it as 50% draft.

3 - T-1: COM prep meeting held with Chair, Co-Chairs and Vice Chair and review the following items:

  1. Meeting starts with thematic goal, including the theme statement, defining objectives, and actions the company is taking towards the goal.

  2. YouTweetInFace is drafted. This should include relevant hashtags to draw attention and spread the word about Mattermost to a wider audience.

  3. Introductions for each Week 2 Welcome are confirmed by PeopleOps.

    1. If new hire or manager is away, introduction is postponed to the following meeting.

    2. New team members are introduced on their second week by their manager, including name, role, what they're working on, timezone, additional info as appropriate (max 2 minutes).

    3. New hire can opt-in to introduce themselves if they choose (default is not to require public speaking).

  4. Material for each agenda item is reviewed, and contains a link for more information such as a post to a channel, documentation or a blog post.

    1. Each link shared in meeting notes should be publicly accessible to everyone in Mattermost.

  5. If computer sound is shared during the call, test it prior to the meeting and install libraries or tools as required.

After the prep meeting, Vice Chair posts a screenshot of the final agenda into the Customer Obs Prep channel, and copies the agenda into the Customer Obsession Meeting notes.

During meeting:

  1. (Vice Chair) At 7:58am Palo Alto time on the day meeting is held, post a reminder in Customer Obsession Meeting channel. See here for an example.

  2. (Chair & Vice Chair) Sign into their Zoom account to access recording and screenshare during the meeting.

  3. (Team) Join the Zoom link in the header of the Customer Obsession Meeting channel, and open the Meeting Notes link in the header to see the agenda.

  4. (Vice Chair) Start Zoom recording at 8:00am Palo Alto time.

  5. (Chair and Co-Chairs) Run through the agenda, which comprises one or more of the following items:

    • Introduction: One of the founders does an introduction to the meeting. Usually to align company on short and long term objectives, to reiterate larger vision for the company, or to emphasize leadership principles.

    • Announcements: News or updates shared by team members.

    • Week 2 Welcomes: New team members introduced on their second week by their manager, or optionally by the new team member themselves.

    • Main Topics: Align and educate team around challenges faced by Enterprise customers and around department near term goals. Examples include: FOSDEM event highlights and learnings; Enterprise customer's path from pilot to production; department VPMOM share; key updates, use cases or stories from customers.

      • Links to publicly shared documents or slides may be included in meeting notes.

    • Feedback: At end of meeting, concludes meeting with a reminder to share feedback via survey.

After meeting:

  1. (Vice Chair) Share meeting recording (viewable only by signed-in users and non-downloadable) and link to feedback survey. See an example here. Note: Include the hashtag #com-recording somewhere in the post.

  2. (Vice Chair) Post a link to the meeting recording in the header of the Customer Obsession Meeting channel and in the meeting notes.

  3. (Vice Chair) Collect feedback from survey and add to next meeting's draft agenda for Chair and Co-Chairs to review.

Staff Enablement Survey

Every 6 months we'll be asking staff to spend around 3 minutes completing a staff enablement survey of 12 engagement questions, plus identifying their organizational leader. ‌

  • The enablement survey will be announced in COM one week before the survey goes live.

  • The survey link will be shared at the beginning of COM.

  • The link will be posted in the COM channel with "Thumbs Up" emoji reaction.

  • All staff are asked to complete the survey and signal completion by clicking on "Thumbs Up".

  • Ideally, the meeting will conclude after "Thumbs Up" count reaches attendee count but this is not a requirement.

  • An analysis of the results should be prepared and presented within the next 2 - 4 weeks in COM.

Links to previous staff enablement surveys:

CEO Listening Tours

CEO will be on a series of “listening tours” over Zoom to spend 25-50 minutes with different groups of 5-8 staff within a department to hear likes and wishes about the company. Managers of the team members in the group are typically not in the listening tour group.

The priority of the meeting is listening. During these sessions CEO takes copious notes and refrains from any commentary, though may ask follow-up questions.

At the end of the session CEO reads back what they heard. The notes are shared with the management chain between CEO and the group to share feedback.

It is the decision of managers on how to address the feedback at the team level and CEO will be able to incorporate the information at the company level.

In the past, participants and managers of listening tours have found the meetings productive for uncovering blindspots at the company and within departments.