The value of the right internal communications tool: Startup community feedback

16.05.2023 18:00, Morgane Ghilardi

Having the right communication tool is not just about ensuring the flow of information and collective productivity, and can also shape internal culture and team spirit. We asked the startup community to tell us what their favorite tools are and why.

The matter of choosing the right tools for internal communication is far from trivial, as there is a myriad of things to consider.

If your team members collaborate from different locations (and time zones), having an established protocolled and good setup for calls, video calls, and virtual meetings is crucial, of course. When it comes to instant messaging (IM), for instance, there's the potential issue of data security and legal compliance, not only in relation to external parties but employees as well; the problem of information retention, as relevant information can be easily forgotten and lost in individual channels; and, the stress caused by constant pinging, impeding focus, interrupting workflows, and fostering a culture of constant availability and lacking autonomy. Developing best practices for the use of instant messaging is a good idea, especially for a young venture that has to balance a huge workload with few resources. 

We asked the startup community to tell us what their tool of choice is to communicate within their team. Out of 134 respondents, 42% use MS Teams, 38% rely on Slack, 7% on Google Chat, and 13% said they used a different tool. A couple of respondents said they also rely on IM apps like WhatsApp and Telegram.



Several respondents named Discord as a favorite. The IP telephony and IM platform, which was founded in 2015 is historically rooted in the online gaming community, providing chat functions with minimal impact on network capacity. In 2020, the company signaled the expansion of its target market, changing its motto from "Chat for Gamers" to "Chat for Communities and Friends." The company's revenue increased significantly since then, also gaining popularity during the COVID-19 pandemic. In 2021, Discord acquired Sentropy, a company developing AI-based content monitoring tools, in an effort to integrate measures that make their platform safer and easier to moderate.

A vital aspect at the heart of choosing a communication platform and determining best practices is connection: what can a sense of seamless connectivity and optimal communication practices do for a team? Not only does it lay the groundwork for a team's efficiency but it also shapes the work culture and team spirit. The ease and tone of communications, the collaborative potential of any team, as well as the boundaries between the personal and professional that protect team members and companies alike—all of these aspects are very much dependent on the tools we use. Assessing and reviewing whether a team has the best tool to serve its needs and communication styles is definitely worth the effort.

Sometimes the good old technologies, like a phone call, may still be the best. As one respondent commented: "When long distance is not an issue, I’d prefer to pick up my phone and call people."