While most emergencies are handled by the infrastructure team, there are rare occasions when the product team must step in during off-hours or weekends. Building a culture where being on-call is not seen as a burden, but rather as a shared responsibility, is key to maintaining a resilient and responsive organization. By setting clear expectations, fostering teamwork, and providing the right support, companies can create an environment where stepping up during emergencies is simply part of the job—no big deal, just business as usual.
Setting Clear Expectations
Creating a culture where on-call duties are seen as a natural part of the job begins with setting clear expectations. When on-call responsibilities are introduced early—whether during the onboarding process or in regular team meetings—they become a normal, accepted aspect of the role. This proactive approach helps eliminate any sense of surprise or resentment when someone is called in. Leadership plays a crucial role in reinforcing this mindset. When leaders occasionally take on on-call duties themselves or actively participate in resolving emergencies, it sends a strong message that everyone is in it together. This shared responsibility reinforces the idea that on-call duties are not just for a select few but a collective effort.
Fostering Teamwork and Collective Responsibility
To make on-call duties feel less burdensome, it’s essential to foster a sense of teamwork and collective responsibility. When team members see themselves as jointly responsible for the product’s success, they are more likely to view on-call duties as a natural extension of their role. Cross-functional collaboration can strengthen this mindset by involving the product team in post-incident reviews or strategic planning. When team members see the direct impact of their contributions during emergencies, they understand that their involvement is critical to the company’s success and that their efforts are genuinely valued.
Positive Framing and Recognition
Framing on-call duties in a positive light is crucial for shifting perceptions. Highlighting success stories where quick responses during emergencies saved the company from potential losses or reputational damage can be a powerful motivator. Regularly recognizing and celebrating these efforts, whether through public acknowledgment in team meetings or simple thank-you notes, reinforces the idea that stepping in during critical times is a key part of the team’s success. Public recognition, even in small forms, can significantly boost morale and motivation.
Providing Support and Resources
Support is a critical pillar in creating a culture where on-call duties are seen as manageable and routine. Providing the right tools, resources, and backup during on-call shifts reduces stress and makes the process smoother. When team members know they have the necessary support and can reach out for help if needed, they are less likely to feel overwhelmed by the responsibility. Ensuring that on-call duties are rotated fairly and accompanied by compensation or time off also helps maintain a healthy work-life balance, making on-call responsibilities just another part of the job rather than a disruption.
Maintaining Workload Balance
Balancing the workload is essential to prevent burnout and maintain a positive attitude toward on-call duties. A fair rotation schedule ensures that no one feels unfairly burdened, and offering compensatory time off or flexibility in swapping shifts accommodates personal schedules. This approach helps reduce any sense of burden and promotes a healthier, more sustainable work environment.
Effective Communication
Effective communication plays a vital role in fostering a positive on-call culture. Open dialogues about on-call experiences allow team members to share their thoughts, challenges, and suggestions for improvement, which builds trust and transparency. Regular feedback loops enable the team to continuously refine the on-call process, making it more efficient and less burdensome over time. When team members feel that their input is valued and acted upon, they are more likely to embrace on-call duties as a normal part of their responsibilities.
Framing On-Call as a Learning Opportunity
On-call duties can also be framed as valuable learning opportunities. Handling emergencies helps build essential problem-solving and crisis management skills, which are crucial for career growth. Additionally, on-call duties provide a broader understanding of the product, infrastructure, and customer impact, offering a holistic view that can be motivating for team members eager to expand their expertise.
Integrating On-Call Duties into Company Culture
Integrating on-call duties into the company culture requires empathy and understanding from leadership. Acknowledging that being called in can be disruptive and showing appreciation for the flexibility it requires fosters goodwill. By balancing the ask with genuine respect for team members’ time and well-being, you create a culture where on-call duties are seen as part of a supportive and fair environment. This thoughtful approach ensures that on-call responsibilities are embraced by the entire team as a natural and necessary aspect of their work.
