Keeping project communication in predictable places means decisions can be found later, and no answer depends on one person being at their desk.
Where to put what
- Project discussion in the portal. Feedback, approvals, questions about the work, file notes. This is the default and the permanent record.
- Support tickets. Faults and technical issues, especially after launch, so they are tracked to resolution.
- Email. Formal items such as quotations, variations and invoices.
- Calls. Anything complicated to explain in writing. We follow up with a written summary afterwards.
What not to rely on
Instant messaging is convenient for a quick nudge but it is a poor place for approvals and requirements. Messages scroll away, only one person sees them, and there is no record when a question arises three months later. Anything with a cost or schedule implication should be written on the project thread or in email.
Progress updates
Status and milestones are visible on your project at crm.zylax.com.my, so you can check without asking. We post an update at each milestone and whenever a date changes. If a date moves, we say why.
Response times
We work Malaysian business hours and normally reply the same working day to messages received during them. Weekend and public holiday messages are picked up on the next working day. Anything affecting a live site should be marked urgent and said plainly in the subject.
Blocking questions
Some questions stop work until they are answered. We label these clearly. A same day reply to a blocking question is the single cheapest thing you can do for your schedule.
One voice from your side
Nominate one person to consolidate and send feedback. Multiple people sending conflicting instructions forces us to stop and ask who decides.
Escalating
If something is not moving, say so directly on the thread rather than waiting. Silence is usually read as satisfaction.
For anything you are unsure where to send, write to [email protected] and it will be routed.
