In light of the recent dramatic changes to working arrangements, we decided to publish a four-part series to help companies facing unfamiliar territory with some pro tools, tips, and hacks that we have seen our customers and other growing enterprises use to accelerate their remote teams. Check out part one here.
The next important part of supporting remote teams is understanding the business continuity implications of the various issues arising through the course of an employee’s workflow. When common issues arise, such as internet outages, password resets or other access activations, escalation requests, and so on, your support teams must have a process for prioritization.
When prioritizing support issues, consider the following:
- Who is this affecting?
- Can they still do their job?
- Is it affecting multiple people?
- Are other departments involved?
Once you understand your different request types, you can make a plan to triage each issue into tiers of support. The reason this is important is that if your support teams attack each individual issue with the same level of priority, they will spend all their time “fighting small fires” and more critical issues will be ignored.
If you use Slack, one effective way to visually show everybody the importance of issues is to append emojis to messages or issues. You might even consider creating your own custom emojis that suit your internal priority sequence.