This is great Tom! I know as we grow in the future this will be invaluable for our team to resolve and handle issues!
Thank you! On Thursday, July 21, 2016 at 11:04:19 AM UTC-7, Tom Lewis wrote: > > Yeah and it means they can bitch at me about leaving stuff unfinished > despite me being the boss! > > On Thursday, 21 July 2016 18:58:26 UTC+1, Alex Hillman wrote: >> >> ...which I created as a blame free space for any of my team to share >>> issues/ideas/gripes- whatever we put in there no one else is allowed to >>> take personally. >> >> >> This is genius - while I try (and won't stop working) to make this our >> *default* on the day to day basis, it never occurred to me to create a >> designated "home" for it. >> >> Love it. >> >> >> >> ------------------ >> *The #1 mistake in community building is doing it by yourself.* >> Weekly Coworking Tips: http://coworkingweekly.com >> My Audiobook: https://theindyhallway.com/ten >> >> On Thu, Jul 21, 2016 at 1:17 PM, Tom Lewis <[email protected]> wrote: >> >>> Our operating manual is on our Podio system. Here's a screenshot >>> http://screencast.com/t/jaC8rqu9s >>> >>> Here's a specific process http://screencast.com/t/qvQ2GXdxp - note that >>> every item on Podio has a chat next to it, which means we can discuss any >>> item as we go, or any member of the team can seek clarification >>> >>> If you look at the icons at the top (ie these >>> http://screencast.com/t/fIBi2tb98V ) you'll see that we've got similar >>> items for processes and stuff like fixed assets too (see >>> http://screencast.com/t/L52YHhGm ) >>> >>> One of the most useful apps/items on there is 'thoughts', which I >>> created as a blame free space for any of my team to share >>> issues/ideas/gripes- whatever we put in there no one else is allowed to >>> take personally. It's really useful, and tends to drive change, as >>> thoughts become projects, and projects get ratified at Town Hall. Podio >>> can handle the journey for these thoughts throughout these stages, even >>> spitting out an agenda for Town Hall based on all the thoughts, and a list >>> of outstanding issues which I discuss with my team every Friday. Here's >>> some thoughts from the system http://screencast.com/t/TPtegrByp and one >>> specific thought http://screencast.com/t/cxIVKGHb >>> >>> This is all back office, but we have a similar setup for our >>> member-facing part of Podio, and indeed the way Podio works is that we can >>> share stuff from back to front or vice versa (the latter being useful for >>> when a member reports a problem and it's logged in the back office part of >>> the system) >>> >>> And if that's not enough, here's a picture of a cat in a flowerpot >>> http://screencast.com/t/8T0Dg9lU5G1 >>> >>> On Thursday, 21 July 2016 16:17:04 UTC+1, Alex Hillman wrote: >>>> >>>> Totally :) glad this resonates. >>>> >>>> One thing to keep in mind - we go out of our way to apply these same >>>> guidelines to our internal, back-office processes too. >>>> >>>> I see a lot of places burn through lots of "community management" staff >>>> because they just hire cogs to run their SOPs, but the net result is that >>>> those people have very little actual buy-in for making the place better, >>>> or >>>> making the processes better. >>>> >>>> Our hiring promise is: you help make Indy Hall better, Indy Hall will >>>> help make you better. >>>> >>>> So don't forget to include your staff in that sense of ownership I'm >>>> always talking about for community building. When I'm hiring, a big part >>>> of >>>> what I'm looking for is someone who wants to look for ways to *improve* >>>> the space, the community, and our processes, not just keep things the way >>>> they are. >>>> >>>> -Alex >>>> >>>> >>>> ------------------ >>>> *The #1 mistake in community building is doing it by yourself.* >>>> Weekly Coworking Tips: http://coworkingweekly.com >>>> My Audiobook: https://theindyhallway.com/ten >>>> >>>> On Thu, Jul 21, 2016 at 10:44 AM, Brian Fisher <[email protected]> >>>> wrote: >>>> >>>>> Alex >>>>> >>>>> This is great info! Thank you for sharing. This is more in tune with >>>>> what I am thinking. The SOP was more for behind the scenes items. NOT for >>>>> the community and interacting with members. The SOP as far as members >>>>> will >>>>> how to enroll new members or dis-enroll, administrative stuff. >>>>> >>>>> I know we will have some "ground rules" for the community. But the >>>>> things will organically develop as far as handling things that come up in >>>>> the community. >>>>> >>>>> We are more geared towards your way of thinking. >>>>> >>>>> >>>>> On Thursday, July 21, 2016 at 8:50:40 AM UTC-5, Alex Hillman wrote: >>>>> >>>>>> This is something that we've slowly been getting better at, and we're >>>>>> trying to stay thoughtful about it while we do it. >>>>>> >>>>>> I don't have a problem with rules, I have a problem with creating an >>>>>> environment that creates rule-following machines.* I see a LOT of >>>>>> coworking spaces where staff and members alike are more worried about >>>>>> following the rules than looking after each other. * >>>>>> >>>>>> So about 5 years ago, I started this by trying to write down the >>>>>> fundamentals about how *I *make decisions, so that our community >>>>>> could better understand why things work. The result has been live on >>>>>> our public website <http://www.indyhall.org/purpose> for quite a >>>>>> while, broken down into a sort of "plinko board" of actions that we >>>>>> always >>>>>> strive for, and actions we try to avoid. It's sort of like a hybrid of a >>>>>> SOP and a living breathing action-oriented version of our community >>>>>> values, >>>>>> documented: >>>>>> >>>>>> *We always:* >>>>>> >>>>>> ...help unlikely groups of likeminded people form relationships. >>>>>> ...focus on people and their interactions, and the formation of >>>>>> relationships. >>>>>> ...help people tell the stories of the experiences they have in >>>>>> Philadelphia. >>>>>> ...trust people to do the right thing. >>>>>> ...guide people to being good citizens of Indy Hall and of >>>>>> Philadelphia. >>>>>> ...support people in their goals of building businesses to last, in >>>>>> Philadelphia and for Philadelphia. >>>>>> >>>>>> *We never:* >>>>>> >>>>>> ...do anything against our community’s interest. >>>>>> ...focus on desks or square footage. >>>>>> ...create something only because we think we’re supposed to. >>>>>> ...accept the status quo. >>>>>> ...accept a "no" at face value. >>>>>> ...compromise our core values. >>>>>> ...prioritize a transaction before a relationship. >>>>>> >>>>>> *Every day, we:* >>>>>> >>>>>> ...keep people at the center of every action, interaction, and >>>>>> decision. >>>>>> ...welcome new community members, and make it clear that Indy Hall is >>>>>> theirs, not just ours. >>>>>> ...always look for a way to say yes. >>>>>> ...teach others in our immediate and neighboring communities how we >>>>>> operate. >>>>>> >>>>>> I literally use these guidelines for decision making 100x a day, and >>>>>> it's awesome to watch my team and even members use and reference this >>>>>> when >>>>>> figuring out how to make things work. >>>>>> >>>>>> A simpler version that we put on our welcome one-pagers, and include >>>>>> as a major part of our tour, is to: >>>>>> >>>>>> - Look after yourself >>>>>> - Look after each other >>>>>> - Look after this place >>>>>> >>>>>> In all cases, we're SUPER careful in our language choice to make it >>>>>> clear, before providing SOP documentation, that anything documented is >>>>>> meant to help, but not constrain. Any "rule" is open to being adjusted, >>>>>> adapted, or rewritten to help us better achieve our goals working >>>>>> together. >>>>>> >>>>>> I'm curious how others have found balance between SOP and >>>>>> handbook-style documentation, and still allowing/encouraging people to >>>>>> "color outside of the lines" and trusting people to do what's right? >>>>>> >>>>>> -Alex >>>>>> >>>>>> >>>>>> ------------------ >>>>>> *The #1 mistake in community building is doing it by yourself.* >>>>>> Weekly Coworking Tips: http://coworkingweekly.com >>>>>> My Audiobook: https://theindyhallway.com/ten >>>>>> >>>>>> On Thu, Jul 21, 2016 at 5:38 AM, Vaibhav N <[email protected]> >>>>>> wrote: >>>>>> >>>>>>> Hey Brian, >>>>>>> >>>>>>> We've been doing the same, except didn't term it as SOP, but rather >>>>>>> created a FAQ Document where we had several questions about coworking >>>>>>> and >>>>>>> coworkers being answered. And keeping it on Google Docs make sense so >>>>>>> that >>>>>>> you can make edits and additions while on the go. You never know when >>>>>>> the >>>>>>> right idea might just pop and you would want to make that necessary >>>>>>> addition to it on the phone or tab. >>>>>>> >>>>>>> Vaibhav N >>>>>>> NQube Inc. >>>>>>> New Delhi, India >>>>>>> >>>>>>> On Wednesday, July 20, 2016 at 11:26:01 PM UTC+5:30, Brian Fisher >>>>>>> wrote: >>>>>>>> >>>>>>>> I am close to opening my new space and our investors are already >>>>>>>> looking to the future! We are 90% pre-sold on dedicated offices (doors >>>>>>>> open >>>>>>>> August 15). Anyways, I have been the operations manager for other >>>>>>>> businesses in the past and have had to set up SOP manuals. Has anyone >>>>>>>> else >>>>>>>> done this? Are these common in the coworking world? It would seem to >>>>>>>> make >>>>>>>> sense, especially for larger spaces or multi-location spaces. >>>>>>>> >>>>>>>> Brian Fisher >>>>>>>> T-Werx Coworking >>>>>>>> Cedar Park, TX >>>>>>>> >>>>>>> -- >>>>>>> Visit this forum on the web at http://discuss.coworking.com >>>>>>> --- >>>>>>> You received this message because you are subscribed to the Google >>>>>>> Groups "Coworking" group. >>>>>>> To unsubscribe from this group and stop receiving emails from it, >>>>>>> send an email to [email protected]. >>>>>>> For more options, visit https://groups.google.com/d/optout. >>>>>>> >>>>>> >>>>>> -- >>>>> Visit this forum on the web at http://discuss.coworking.com >>>>> --- >>>>> You received this message because you are subscribed to the Google >>>>> Groups "Coworking" group. >>>>> To unsubscribe from this group and stop receiving emails from it, send >>>>> an email to [email protected]. >>>>> For more options, visit https://groups.google.com/d/optout. >>>>> >>>> >>>> -- >>> Visit this forum on the web at http://discuss.coworking.com >>> --- >>> You received this message because you are subscribed to the Google >>> Groups "Coworking" group. >>> To unsubscribe from this group and stop receiving emails from it, send >>> an email to [email protected]. >>> For more options, visit https://groups.google.com/d/optout. >>> >> >> -- Visit this forum on the web at http://discuss.coworking.com --- You received this message because you are subscribed to the Google Groups "Coworking" group. 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