The channel audit
One page, two columns, twenty minutes.
Two columns
Guest-facing
Every channel a guest can reach you through, and every person whose whole job is one of them.
Aimed at the people who work there
Every channel pointed the other way. Include nothing you cannot name a living person for.
Four questions
What is your response window, in hours, for a two-star review — and for an employee concern?
If the second one does not exist, that is the finding.
Who owns each channel, by name?
A channel owned by a department is a channel owned by nobody.
Does any employee channel run through the person the concern is usually about?
If so, that channel does not exist.
Ask three people on the floor what they would actually do.
Their answer is your system. The policy is decoration.
Nothing here is submitted, scored or sent. Print it, or keep it in a notebook.