Video calls that don't get in the way

In 2011 and 2012, a quiet shift happened at Thoughtworks: the telephone meeting was replaced by the video call. As we got comfortable with the technology, we found ourselves collaborating remotely more often, instead of always trying to assemble everyone in one place. Now, with far more people working remotely, it seems worth sharing what we've learned about making video calls work well.

These are my preferences, not universal rules. Your situation and your team's culture will differ. But the technical principles hold up across most tools and setups.

Start with the hardware

The built-in webcams on most laptops and monitors are good enough. Audio is the weak link. Video glitches are manageable; even minor audio problems can halt a conversation completely. In your first few calls, ask others directly if your audio is clear. A decent earbud headset is often a noticeable improvement, and a dedicated microphone can help if you need one. Often, simply getting closer to the mic makes the biggest difference. Before joining a large call with new equipment, test it with one person first.

Use the video channel properly

Seeing faces matters. Video gives you the visual cues you'd get in person, and it's worth using them unless there's a real reason not to. There are legitimate excuses: an early-morning call for someone in another time zone, an uncomfortable background, or unavoidable movement in the frame. But if you can, turn the camera on.

Set up your camera so you're looking at it while you look at the screen. Laptop and monitor webcams are usually positioned well for this. If you have a separate camera, place it near the top of your screen so you're not talking with your head turned to one side.

Check your lighting too. A window or bright light behind you turns your face into a dark silhouette. Close the curtains if you have to, and consider better lighting if you take calls from the same spot regularly. Look at your own video at the start of a meeting to see what others see.

Also watch what's behind you. Human visual systems are trained to notice motion, so a moving fan or anything else in the frame will pull attention away from the conversation. If you can't keep the camera steady or the background calm, switch the video off.

Gallery mode is your friend. Speaker mode shows only the current speaker, which defeats the point of video: you want to see everyone's reactions, not just the person talking. Most tools offer a grid view of all participants, and that's the one you want.

Control the audio

Keep your microphone muted when you're not speaking, unless it's a one-to-one call. Background noise comes from anywhere, and muting makes it easy to unmute when you want to talk. It also gives you a signal: if everyone mutes when quiet, coming off mute indicates you want to speak. If your software supports it, set it to join calls muted by default.

Don't talk over people. Video call audio bandwidth is far smaller than in person, so if two people speak at once, neither can be heard. If it happens, give way. A hand signal can often communicate who should go next.

If your connection is bad and you're dropping out, join by phone for the audio and keep the internet connection for video and chat. Video is valuable, but audio matters more. If bandwidth is tight, turning off your video will often fix the audio glitches.

Avoid conference room video when several people are in the same office. The faces are too small to see in gallery view, and room audio is typically poor. Have everyone connect individually so they're properly visible and audible. A webcam can work with two friendly people on the same computer, but rarely more.

Make participation easier

Use the chat feature as a second channel for comments, questions, and side remarks that don't need to interrupt the speaker. If you're reacting to something specific that was said, give context — “I agree” after the second of three points isn't clear to anyone.

Your video tool's gestural language is a benefit too. Nod aggressively or give a thumbs up when you agree. Raise your hand if you want to speak. At our radar meetings we use colored cards for voting (green for yes, red for no, yellow for discussion), and they work well on video calls too.

Presenting, recording, and meeting structure

Rather than sharing your screen in presenter mode, send out the deck in advance. Conference applications often render slides too small to read, and people may want to look back at a previous slide. If everyone has the deck in a viewer application, they can flip to page fifty-three on their own. On a large monitor you can have the deck and the people visible side by side; on a laptop, you decide which to look at.

If someone misses the meeting, a recording can help them catch up. But notes are usually better — you can scan them quickly. A good compromise is to record the call and timestamp key discussion points in the notes, so someone can skip straight to a relevant segment with a reference like “good discussion at the 43-minute mark.” If you record, ask everyone's consent first. As with any meeting, add a summary with decisions and action items. Notes should not omit a clear statement of what was decided and what needs to be done.

The human element

Don't try to hide your home situation. It's fine for a child or a pet to pop into the frame briefly, and no one should be embarrassed to step away momentarily to deal with it. The point isn't to pretend you're in a sterile office. Dress comfortably, but appropriately for the call — a T-shirt for work is fine, and what's below that is no one's business.

Icebreakers and energizers can work remotely, and some people enjoy them. They're just not for everyone, and that's okay.

All the standard meeting rules still apply: have a clear purpose, send an agenda beforehand, start with introductions if people are new to each other, and let everyone get air time. Don't let the meeting drag on, and always ask whether the meeting is needed at all. Often a well-written memo does the job better.

Finally, take time to learn your tools. Know how to mute and unmute instantly, explore the chat window, and if many people are new, walk them through it in advance rather than fumbling during a call.