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you are here: > Self > 21.
Ekasys
| 21.8 | The concept of issues |
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| The average staff person in a service organisation now has to deal with dozens of emails, many pieces of paper, numerous phone calls and faxes each day. | ||
| Just sorting out what is junk, what is just reference/cc and what are genuine new items takes the average staff person hours each day. | ||
| More importantly, new emails, phone calls and pieces of paper are often related to some previous communication- a new phone call relates to a previous meeting, a new email relates to a previous phone call etc. The common thread between these different communications is the underlying "issue". | ||
| For example, the underlying theme between a collection of different communications might be a new business project. Alternatively, a set of communications might relate to an ongoing dispute and/or complaint. | ||
| 21.8.1 | The concept of an issue "thread" | |
| An issue is a collection of one or more messages, whether transmitted via email, fax, phone, meeting minutes, or other media that represents a unique discussion topic between one or more people. | ||
| The individual messages that go to make up an issue, such as an email from a customer, or the summary of a phone call to that customer are called issue issue items, or issue items or issue topics . | ||
| 21.8.2 | Key concepts behind issues | |
| There are a number of key concepts behind Issues: | ||
| Limit to types of communication | ||
| While there are thousands of brands of technical devices that can be used to communicate, only a handful of broad types of communication exist. These are: phone - email/sms - video - face to face fax - web form -mail | ||
| Businesses receive and transmit phone calls, emails, web forms, face to face meetings every day. | ||
| Communication and issues | ||
| Every communication relates in some way to an issue, owner(s) and recipient(s). These can be called “issue issues” or “issues” for short. | ||
| Each and every communication received and transmitted relates in some way to an issue. The issue might be the request for more information or review of services. | ||
| More than one communication belonging to the same issue An issue is usually made up of more than one item, with each item potentially being a different “type” of communication | ||
| Issue issues, or issues are usually made up of more than one communication. For example, the setting of an appointment may be made up of several communications including phone, fax, face to face and even email. | ||
| Status of an issue | ||
| By connecting the unique items of an issue together, the flow of the issue and status of the issue can be revealed | ||
| When the unique items of an issue are correctly attached, the flow (history of events) as well as the status of an issue can quickly and easily be revealed | ||
| Resolving “completing” issues rather than creating more transactions The focus of issues is to modify behaviour to one of handling issues, rather than handling transactions | ||
| Issues are automatically delivered to the staff member(s) responsible for handling them. | ||
| Issue Topic | ||
| An issue is always based on one principle issue topic- such as an appointment, a complaint, a particular business issue, or a request for information as examples. This is determined by the principal theme of the first contact item or topic added to the issue. The topic then forms the underlying basis for each subsequent issue added to the contact item. | ||
| In a case where a message and/or meeting results in two or more primary issues requiring follow up, more than one contact issue may have to be created. | ||
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