“What?” “Now what?” “So what?”
According to a recent article in Harvard Business Review, these three questions offer a crucial framework for organizing ideas and contextualizing information when communicating with others in any setting.
Using the framework to connect communicator and listener offers many benefits, writes Matt Abrahams, with outcomes like increased clarity and retention, efficiency and reduced anxiety.
For those working in a hybrid work environment, these benefits can transform a hectic day in the office into one that propels work ahead even when the team is no longer physically present in the same space.
THE FRAMEWORK IN ACTION
Matt Abrahams, author and lecturer in at Stanford Graduate School of Business, offers an example of how these questions can guide effective communication when introducing something to an audience:
What: “I am excited to introduce the latest version of our product. In this release we’ve added many usability enhancements and improved our speed.”
So What: “Now our clients can more easily complete their tasks and save time and money.”
Now What: “When you leave this conference session, please install it today.”
Gabriella Micciche, a buyer at Rue Gilt Groupe, has seen these principles in action on her own team.
“I believe the most important success factor for a hybrid work model is communication,” she said. “Successful hybrid work environments are achievable but do require consistency and intention.”
With a commitment to clear meeting cadences, streamlined tools, intentional time together in office and staying connected virtually, Micciche’s team continues to thrive in a hybrid model.
Built In heard from Micciche about the “what,” “now what” and “so what” that powers work at Rue Gilt Groupe.
Rue Gilt Groupe is a premier off-price e-commerce portfolio company that connects brands with next-generation shoppers.
What does the average work week look like for you and your team?
As a buyer on the merchandising team at Rue Gilt Groupe, the average work week for my team consists of two days in the office and three days remote. Our dedicated days in the office are structured on a weekly basis and vary based on scheduled office events and activities and team meetings where in-person attendance provides a better opportunity to connect and collaborate. The merchandising team has spanned our New York and Boston offices since before the pandemic, so we are well versed in accommodating meetings and activities with team members who don’t all sit in one office.
How does your team make the most of both in-office and virtual work days?
My team, the Living Buying team, schedules most of our team meetings for planned in-office days to maximize our time spent face-to-face. Whether it’s one team member training on a process that everyone can benefit from or discussing upcoming weekend plans and learning new things about one another, I find that the in-person time we spend together is important not just for business reasons but also for developing professional relationships with colleagues. Scheduling internal meetings on in-office days also allows me to focus my time on executing tasks and projects on the days I’m working from home.
What tools are critical for making a hybrid work environment successful?
A consistent cadence of team meetings ensures continuity in the information disseminated within your team regardless of work location. Tools like video meeting and real-time messaging software are fantastic in creating a steady flow of communication and enabling collaboration. These tools build and maintain team connection by mimicking the organic face-to-face conversations that occur in the office and build rapport.
As part of our future-of-work hybrid journey, RGG’s Spirit Committee was established to represent associates across the business and multiple work styles with the goal to build and maintain connection regardless of where an associate sits.
“As part of our future-of-work hybrid journey, RGG’s Spirit Committee was established to represent associates across the business and multiple work styles with the goal to build and maintain connection.”
As a founding member, I was excited to be part of the recently launched Slack channel coined “Rue-volution” designed to announce upcoming virtual companywide contests, events and team building activities. This channel also serves as a great way to share a day in the life at RGG in an informal format that encourages dialogue and engagement.
