COMMUNICATIONS
Effective communication is essential to how we serve our clients, collaborate as a team, and uphold the reputation of GWCPA. Clear, respectful, and timely communication builds trust, prevents misunderstandings, and ensures that important information reache s the right people in the right way. Our policy provides guidelines for how we communicate internally and externally whether in meetings, emails, calls, or on social media so that every interaction reflects our values of professionalism, respect, and accou ntability.
TABLE OF CONTENTS
1. Client Communication
2. Internal Communication (Teams & In-Person)
3. Email Etiquette
4. Teams Expectations
5. Meeting Expectations
6. Communication Values
7. Unacceptable Communication Behaviors
8. Contact for Questions
9. Communication Tone and Conflict Resolution
10. Respectful Dialogue Across All Levels
11. Social Media and External Communications
Approved Communication Methods:
• Firm email via your gwcpas.com address
• Phone (via personal cell phone when used professionally)
• (Secure Email) for confidential information
• TaxCaddy or inflow - for client document uploads
• Anchor for payment processing (Note: clients must manage payment updates themselves – any anchor questions should be directed to the Office Manager)
Expectations:
• Respond to all client communications within 24 business hours.
• Use a professional, respectful, and clear tone at all times.
• Subject lines must accurately reflect the content of the message.
• Avoid using emojis, slang, or overly casual language.
• Personal cell phones may be used for client calls, but the tone and conduct must remain professional.
o Avoid background noise and distractions during client conversations.
o Do not text clients unless they initiate and it has been approved by a Partner.
• When sending documents, always use (Secure Email) or TaxCaddy never regular attachments.
• All employees must use the HiHello signature block for consistency and professionalism. Questions or updates to your signature block should be directed to the Operations Specialist.
2. Internal Communication ( Teams & In - Person)
Teams Use:
Teams is the firm’s official internal communication tool for:
• Team updates and collaboration
• Quick questions and responses
• Non-confidential reminders and alerts
• Coordinated communication within designated channels
• Never share sensitive client or firm information via unapproved communication tools or unsecured channels.
Expectations:
• Acknowledge or respond to messages the same business day. For urgent requests, reply as soon as reasonably possible. Use threads to keep conversations organized.
• Tag team members only when necessary.
• Set your Teams status when away or unavailable.
• Do not share confidential or sensitive client or HR information via Teams
• Use direct messages (DMs) for private conversations.
• Employees must remain reachable during work hours. Phones and communication tools may not be set to Do Not Disturb unless in a meeting or with prior notice.
In - Person Professional Courtesy:
• Acknowledge coworkers when passing in the hallway, entering rooms, or beginning the day.
• Greetings such as “Good morning” or “Hello” are expected.
• Display respectful body language and tone in all face-to-face interactions.
• Use professional discretion when asking for assistance or addressing concerns.
After- Hours Communication
GW CPA LLP supports a healthy work-life balance. Employees are not expected to respond to Teams messages, emails, or calls outside of business hours unless the matter is urgent and previously communicated. Supervisors should clarify when a request is time-sensitive. Avoid sending after-hours messages unless necessary.
3. Email Etiquette
• Use your GW CPA LLP email account for all work-related correspondence.
• All employees must use the HiHello signature block to maintain consistent branding. Direct questions or updates to the Operations Specialist .
• Avoid “Reply All” unless necessary.
• Proofread all emails for tone, grammar, and clarity.
• When out of office, enable an auto-response that includes:
o Dates of absence
o Who to contact in your absence
o Date of expected return or response
4. Teams Expectations
• Maintain professionalism in all Teams communication.
• Respond to mentions or direct messages by end of business day.
• Do not leave messages unacknowledged when a response is expected.
• Limit use of informal reactions or emojis in formal or high-priority channels.
• Use channels appropriately (e.g., keep the “fluff” in the water-cooler channel)
• Do not use Teams for performance feedback or disciplinary communication these should occur via direct conversation or email, as appropriate.
• When a decision is made verbally or in Teams, follow up with a written summary in email or Teams for tracking and accountability, when appropriate.
5. Meeting Expectations
All employees are expected to uphold GW CPA LLP’s standards of professionalism during meetings, whether in-person or virtual:
• Punctuality : Arrive on time and be ready to participate.
• Focus : Log out of ECAP and refrain from multitasking during meetings.
• Preparedness : Come prepared with necessary materials and documentation.
• Camera Usage : Keep cameras on for all virtual meetings unless otherwise instructed.
• Audio Etiquette : Remain muted when not speaking. Unmute promptly when it is your turn to contribute.
• Food and Drink : Eating during meetings is not permitted unless it is a designated Lunch & Learn.
• No Smoking or Vaping during meetings.
• No Chewing Gum during meetings.
• No Side Conversations or unrelated chats while meetings are in progress.
• Accountability : Note your assigned action items and follow through accordingly.
• Communication : Notify the meeting organizer in advance if you will be late or absent.
6. Communication Values at GW CPA LLP
GW CPA LLP encourages and expects communication that reflects our core values:
• Respect : Treat colleagues and clients with courtesy in every interaction.
• Clarity : Be direct, concise, and clear in all forms of communication.
• Responsiveness : Respond to communication promptly and professionally.
• Consistency : Follow the firm’s standard methods and tone across all platforms.
• Collaboration : Engage in communication that fosters teamwork and problem-solving.
7. Unacceptable Communication Behaviors
The following behaviors are not acceptable at GW CPA LLP and may result in disciplinary action:
• Ignoring emails, Teams messages, or verbal requests.
• Walking past colleagues without acknowledging them.
• Using inappropriate tone, language, or humor in any form of communication.
• Discussing confidential matters in public or informal channels.
• Sending client information through unapproved channels.
• Using personal phones or accounts for client or firm communication.
• Sharing confidential or sensitive information over unapproved tools (e.g., texting client info) is strictly prohibited.
8. � �
� Contact for Questions
�
Topic Contact
HiHello signature block
Teams setup or support
Client communication issues
General communication policy questions
Operations Specialist
Operations Specialist
Managing Partner or immediate supervisor
Firm Administrator
9. Communication Tone and Conflict Resolution
At GW CPA LLP, professionalism in communication is expected at all times, regardless of platform or setting. Miscommunication or misunderstandings especially over written messages can damage working relationships and disrupt the firm’s environment.
Tone in Written Communication
• Written messages (e.g., Teams, email) must be respectful, neutral, and professional.
• Avoid sarcasm, passive-aggressive language, or wording that could be misinterpreted.
• If a message is escalating, becoming emotionally charged, or causing confusion: Stop the written conversation and continue by phone or in person.
Conflict Resolution Expectations
• If a conversation begins to feel tense, take a break and revisit it calmly.
• Use phone or face-to-face communication to clarify intentions and tone if needed.
• Maintain a calm, solution-focused approach at all times.
• Shouting, raised voices, or emotional outbursts are not acceptable under any circumstances in meetings or private conversations.
Escalation
• If two employees are unable to resolve a communication issue respectfully, they must request support from the Firm Administrator or Managing Partner.
• Continued behavior involving disrespectful tone or inappropriate conflict may lead to disciplinary action.
10. Respectful Dialogue Across All Levels
At GW CPA LLP, we encourage professional communication that supports critical thinking, collaborative problem-solving, and mutual respect. This includes interactions between staff, managers, and Partners.
Professional Disagreement
• All staff are expected to engage with one another respectfully, regardless of title or position. That said, roles with leadership or decision-making authority should be acknowledged and treated with appropriate professional courtesy. Constructive questions and collaboration are encouraged but should be expressed professionally, especially when directed toward Managers, Partners, or other supervisors.
• Employees may respectfully share ideas, ask questions, or offer alternative perspectives even when communicating with supervisors or firm leadership.
• Disagreement is not considered disrespect when it is expressed with appropriate tone, timing, and intent.
• All discussions must remain solution -focused, constructive, and professional.
• All employees are expected to complete tasks assigned by their supervisors, Partners, or team leads unless the task exceeds the scope of their role or presents a conflict that should be discussed respectfully.
• Dismissing assignments with phrases such as “I don’t have time for that” or “You do it” is not acceptable. If bandwidth is a concern, staff should express this professionally and work with their supervisor to reprioritize tasks. Refusing tasks, using dismissive language, or challenging a supervisor’s direction without cause may result in disciplinary action.
Expectations:
• Feedback or disagreement should be voiced calmly, without interrupting or undermining others.
• Private, one-on-one conversations are encouraged for sensitive topics or differing opinions.
• Supervisors should remain open to input, and employees should deliver it respectfully.
• Dismissive remarks, sarcasm, or confrontational behavior from any party is not Reminder:
Disagreement does not equal insubordination but all communication must maintain professionalism, especially when differing opinions arise. GW CPA LLP promotes a culture where respectful dialogue supports better decisions and stronger teamwork.
11. Social Media and External Communication
Social Media Behavior
Employees are expected to use discretion when posting on personal social media accounts. While GW CPA LLP does not restrict personal social media use, the following rules apply:
• Do not share or reference client information , firm documents, or internal discussions in any public forum.
• Avoid posting content that may reflect negatively on GW CPA LLP, its staff, or its clients.
• When posting about the firm (e.g., events, culture, celebrations), use only approved images, logos, and language provided by Marketing.
• Employees should not represent themselves as speaking on behalf of the firm unless authorized by the Marketing team or Managing Partner.
If you’re unsure whether a post is appropriate, contact the Marketing team before posting.
Firm-Wide Announcements and External Requests
• Firm-Wide Announcements : All official internal announcements (e.g., policy updates, initiatives, firm events) must be approved and distributed by the Marketing team
• External Communication Requests : Any inquiries from media, vendors, organizations, or public platforms must be referred directly to the Marketing team for handling. Employees are not authorized to speak on behalf of GW CPA LLP unless explicitly directed.
12. Policy Acknowledgment
All GW CPA LLP team members are expected to review and adhere to this Communication Policy. Acknowledgment of understanding will be required as part of onboarding and periodically as updates are made. Questions may be directed to the Firm Administrator.