Dana Ortiz
6 min read
Write the decision down, then close the thread
Most team chat problems are not about speed. They are about answers that nobody can find a week later.
Every team has a question that gets asked four times a quarter. The answer existed each time, in a reply, under a message, in a channel someone left.
We started asking one thing at the end of every thread that settles something: what did we decide? One sentence, marked as the decision.
Three months in, repeat questions in our support channel dropped by about a third. Not because people read more, but because search finally had something to find.
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