Concierge Process

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The Concierge Process Golden Rule

Follow your ABCs: Always Be Communicating.

Person submits a HELP request.

AUTO: The request is posted to the #tbrand-creativetech-help channel.

AUTO: The request is sent to the “TO” recipient of the request.

AUTO: The request is sent to Mike.

The team will observe open requests:

If you can answer the question, please do immediately.

If you are looking into the issue, please note it with a comment (”looking into it”) in the thread.

If you think a particular dev should be looking into the issue, CC: their name into the thread.

If the request requires a JIRA ticket, please create the ticket and paste the ticket link into the thread.

Person submits WORK request.

AUTO: The request is posted to the #tbrand-creativetech-help channel.

AUTO: The request is sent to Mike.

AUTO: The request is sent to the person who posted request.

Mike will observe work requests:

If the work is actionable, Mike will create and assign necessary JIRA ticket.

If the work requires research, Mike will do research and create and assign necessary JIRA ticket.

If the work requires developer input, Mike will CC: developer to request.

Mike will post the JIRA ticket link into the thread and CC: the assigned developer.

(In the case Mike is out, the Team will observe work requests and follow similar process.)

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