Click the link for the official article, here is an example playbook
Clearly Define:
Who needs to do what
What you are doing or going to do or What they need to do
When will it be done or expected to be done
How you will follow up and how do they follow up
When will you follow up or when do they follow up
Close the loop
Clearly Communicate
X I will get with Bob and find out
X Let me find out for you
X Working on it
X let me know when you have time to work on this
I need to reach out to Bob to get the answer to your question, I will send you an email either later today or first thing in the morning with what I find out.
I will have to get with Frank to find out for you. I will update the ticket by the end of day with what I find.
We are currently working on your printing problem. We have had to get the vendor involved and are currently waiting for their response. We will provide updates on the ticket every hour until the vendor resolves the issue.
Sam, I see you have an issue with logging into “”. Please try the following steps and let me know if this worked or not. If you prefer, please reach out on Teams at your convenience and we can do a screen share. I can walk you through the steps. If I have not heard from you before the end of the day, I will reach out again in the morning to see if everything is working as it should be.
Do what you say – Follow-up……
I reached out to Bob, and he told me ………………… hope this helps. Please let me know if this did not answer your question.
I Followed up with Frank, but he has not gotten back to me yet. I will continue to reach out to Frank and update the ticket daily until we get the information.
Update 1: It has now been an hour since your issue was raised to the vendor. The vendor states that they are working on the problem with an ETA of 2:30pm EST. We will follow up with them at this time and update the ticket as well. Since it is now 11am we will not be posting any updates until we hear back from the vendor.
Sam, I did not hear from you yesterday. I have left you a teams message, and a voicemail. Please let me know if you can now log into “”. I am placing this ticket in pending and it will automatically close after 5 days if there is no response.
Close the Loop……
I have not heard back from you, so I am assuming the information that Bob supplied answered your question. Please let us know if there is anything else you need, we are closing this ticket.
Frank finally got me the information you needed. Here it is. If you need anything else please do not hesitate to contact us again, we are closing this ticket.
As of 2:25pm we have been informed that the issue has been resolved. We have tested and can verify that we can now print the report you were having an issue with. Please test and reach back out to us if there is an issue. If not, we will close the ticket at the end of the day.
Sam, thank you for working with me on the screen share to get your issue resolved. We are closing the ticket.
Management Time: Who’s Got the Monkey?
The burdens of subordinates always seem to end up on the manager’s back. Here’s how to get rid of them.
