When doing operations, how can we communicate effectively with other departments?

When doing operations, how can we communicate effectively with other departments?
People who work in operations often describe themselves as doing odd jobs, and indeed this job usually involves doing very trivial tasks. In actual operational work, it is necessary to cooperate with other departments to improve operational efficiency and achieve operational goals. In the cooperation with various departments, communication is very important. Good communication can often make the cooperation more effective and the project progress will be smoother. When communicating with different departments, there will naturally be some different skills. Today, let’s talk about the skills of communicating with other departments during operations. 

Communication with products

 Product and operation are actually people in the same boat. They are brothers on the same front. Even in some small teams, the boundary between product and operation is blurred. Both parties are also jointly responsible for certain product indicators, such as daily active users, next-day retention, etc. Therefore, communication with products will be easier than communication with other departments. Operations will propose functional requirements, and products will evaluate priorities. There will be disagreements at this time, because operations often propose functional requirements in order to improve operational efficiency and data, while products have more dimensions for evaluating priorities, first the user level, then company strategy, and perhaps finally operational convenience. At this time, the strategy for operations to communicate with product managers is to elevate the importance of a certain functional requirement from the user level and company strategy, preferably with data support. For example, the core function of an online education product is to watch classes, and the community discussion function is a secondary function. However, for community operators, improving the community's functions is extremely important for their operations. The improvement of this function can greatly enhance the activity of the community. In the case of limited product and development resources, how can we communicate with the product to make it pay attention to the community functions? Let's analyze it from the perspective of student learning. There are teachers answering questions in community discussions. Watching classes meets the general needs of students, while answering questions meets the personalized needs of students. The improvement of the question-and-answer function is very important for the student experience. Through data analysis , we can see that more and more students come to the community to ask questions to teachers, and the teachers' answers are also very timely. If this function is not launched online as soon as possible, it will have a great impact on the user experience. And from the perspective of corporate strategy, the company is exploring other ways to serve users beyond courses, which is a very important one. So can the priority of this function be improved? I believe that through such communication, the functional requirements raised by the operation will naturally be taken seriously by the product. 

Communication with technology

 There are not many cases where operations and technology communicate directly, because technology only accepts the requirements in the product PRD. There are only two situations where operations will communicate directly with technology, namely discovering bugs and providing project-specific functional support. The communication of discovered bugs is slightly simpler. You only need to convey the discovered bugs to the relevant technical person in charge and ask the other party to give a resolution date and follow up later. Here, the clearer the description of the bug is, the better. You can record it through screenshots and describe the operation steps and usage environment where the bug occurred as much as possible. This is for technical troubleshooting of the cause of the bug. Then explain the scope and user behavior affected by the bug and state its importance. This is to give a priority assessment to the technical solution to the bug. As an operator, we do not need technical personnel to explain the cause of the bug and how to solve it. We only need them to give us a time point for the solution so that we can follow up in time. Regarding project-based functional support, repeated communication is required, the requirements must be made clear, and acceptance criteria must be written in advance. For example, ask the front-end to write a special page, plan the special content and style features, and hand it over to the designer to make a design draft, and then you can communicate with the front-end. Sometimes the description of functional requirements and standards is not professional enough, which makes the other party unable to understand. At this time, it will be much better to use cases to explain. I just want to make it like a certain page, which will be very helpful for the front-end to understand the operation needs. Don't discuss professional things with technology, just talk about logic. In addition, when asking someone to help you with something, your attitude must be good. 

Communication with the market

 There are many types of jobs in the market, including front-line promoters and brand public relations personnel. Cooperating with them is often beneficial to both parties. First-line promoters know users best. They will give operations feedback on the situation at the front line and even some of the things that competitors do. This is very useful for improving operations efficiency. Therefore, when communicating with first-line promoters, it is important to listen, make some judgments and analyses based on the information they provide, and do some operational activities that can assist first-line promoters when appropriate. The cooperation with brand public relations personnel will be slightly less, and it is mostly on content. Sometimes they need some operational data, product content details, these just need to be coordinated according to the process, and there will be no communication barriers. You can talk to them more about what they do, maybe it can give you some inspiration in operations. 

Communication with customer service

 I think customer service is the person who is most familiar with the product and is most capable of discovering loopholes and problems in the product and operations. The work content of customer service is generally to accept users' inquiries, solve problems encountered during user use, and handle users' complaints and complaints. By communicating with customer service, you can find out where you are not doing well and what problems your users are facing. In operational activities, a customer service document is a good way to keep information exchanged and avoid a lot of unnecessary communication. Customer service documents usually include the basic content of the event (event form, event time, event prizes, etc.) and answers to frequently asked questions. In this way, when customer service receives inquiries and feedback from users about activities, they can respond promptly based on the customer service documents instead of communicating and inquiring with operations staff again. 

Summarize

 Although the communication skills with different departments are different, they are fundamentally the same, which is to be clear about your purpose, stand in the other party's perspective, and communicate in a way that the other party can understand. Once you have mastered these communication skills, it will definitely be of great help in advancing the progress of your project and improving operational efficiency.

Mobile application product promotion service: APP promotion service Qinggua Media advertising

This article was compiled and published by @奔雷 (Qinggua Media). Please indicate the author information and source when reprinting!

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