Microsoft Teams

Purpose

Microsoft Teams is our primary daily communication platform for office staff and technicians. We use Teams to coordinate jobs, share updates, and track activities in real time. This SOP explains how we organise channels (rooms), communicate using codes and templates, and keep records clear and professional.

1. Key Functions at a Glance

Function Purpose Who Uses It Teams Resource
Channel (Room) Communication Keep discussions and updates organised by topic or technician All Staff Using channels
Activity Codes Identify and record staff actions quickly All Staff Teams Codes & Templates
Job Posting Record booking details for technicians Office Staff Job Booking Templates
Direct Messaging to Technicians Share job info, updates, or payment issues Office Staff / Technicians Using chat
File & Photo Sharing Post reports, photos, and job documents All Staff Share files in Teams

2. Getting Started Checklist

Step Action Notes
1 Sign in to Microsoft Teams desktop or mobile app Use company login details
2 Join all relevant channels See Section 3A for full list
3 Pin your most-used channels Right-click channel → Pin
4 Review Teams Templates & Rules Located under Communication Etiquette
5 Test posting a sample update in the correct channel Use correct code or booking format

3. Standard Operating Procedures

A. Channel (Room) Structure & Purpose

Purpose: Keep communication clear and relevant by topic.
Main Channels:

  • Pest Control QLD – All inbound enquiries from calls/emails, general pest control job handling.
  • Commercial Pest Control – All commercial leads and related communications.
  • Renewals – Outbound contact for renewal customers.
  • Termite Inspections – Daily termite inspection updates.
  • Termite Barriers – Reporting barrier sales and installation activity.
  • Outbound Sales (Commercial) – All outbound sales calls for commercial leads.
  • Accounts – Payment collections and outstanding balances.
  • Reviews – Posting customer reviews we receive.
  • Team Attendance – Office staff post sign-in, lunch, break, and sign-out times daily.
  • Technician Rooms – One per technician (e.g., “John Smith – PC and TI Technician”) for job-specific comms, extra instructions, and payment issues.

B. Activity Codes

Purpose: Record actions in a quick, standardised way.
Examples (full list in Teams Templates & Rules):

  • IBC [number] – Inbound call taken, followed by caller’s phone number.
  • OBC [Name] [Number] NST SMS – Outbound call, customer name, phone, “NST” (Not Spoken To), and note that SMS was sent.
  • Post SMS text in the channel if sent.
  • Include activity notes for non-customer calls (e.g., OBC – calling mobile mechanics for tyre replacement).

C. Job Posting

Purpose: Provide technicians with full booking details.
Example (shortened – full template in Teams Templates & Rules):

 RPC $235 / Zone / Flex: Yes BOOKED via Email Name: Marissa Mahony (Red Hill) Schedule: 27/8/25 Lead Source: Renewal Rooms: 5B TI Upsell: N Special Instructions: Internal & external spray, cardboard bait station Collect Payment: $235

D. Technician Communication

  • Use their named channel for quick updates when ServiceM8 or phone isn’t used.
  • Post payment status if amount not collected – Accounts will follow up.
  • Attach photos, site notes, or job reports directly in chat for reference.

E. File & Photo Sharing

  • Use Teams’ “Attach” function to upload files directly into the relevant channel.
  • For large files, upload to the shared drive and paste the link in the channel.
  • Photos must be clear, relevant, and named correctly before posting.

4. Internal Best Practices

Area Best Practice
Posting Codes Always use correct code format; see Teams Templates & Rules
Channel Use Post only relevant updates in each channel
Response Time Reply to direct mentions or questions within 1 hour during work hours
Clarity Write in plain English; avoid abbreviations not in our code list
Files Name files before uploading; include client name & date
Security Do not share Teams content outside the company

5. Training & Assessment

  • Initial Training: Learn to navigate channels, post using codes, and use job booking templates.
  • Practical Assessment: Post an IBC code in the correct channel, share a job booking, and upload a file.
  • Annual Re-Assessment: When channel structure or code list is updated.

6. External Learning Resources

✅ End of Section — This SOP ensures consistent, efficient, and professional use of Microsoft Teams for all staff communication.