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利用分類頻道迅速排定工作優先順序
如果你需要排定優先順序並及時回應請求,就知道追蹤各種突然出現的問題有多麼困難。從客戶支援票證到帳單查詢,我們將說明如何使用頻道 有效整理各種需要處理的工作。✅
效益
提升能見度以釐清責任歸屬
以更短的時間指派職責及更新外部問題追蹤者
針對過往請求及其處理方式建立可搜尋的歷程記錄
提示: 設定好分類頻道後,可以使用 Slack 清單 協助安排請求的優先順序。深入瞭解關於收集和分類請求 的教學。
步驟 1:建立 #分類頻道
以 #分類- 為字首建立公開頻道並指派其用途,例如,使用「#分類-帳單」處理帳單及付款相關問題。字首可讓大家瞭解頻道用途,也就是針對該主題的傳入訊息進行分類及排定優先順序。 將頻道公開可讓整個工作空間瞭解哪些問題仍待處理或已解決。
步驟 2:分享準則
訂定對頻道用途的期望相當重要。請建立畫板 ,說明自己希望成員如何提出請求及提報問題。以下是對這類準則提出的幾項建議:
以表情符號顯示優先順序。 選擇一組表情符號,將訊息分為各種等級,讓大家瞭解需要多快做出回應。 🔴 :red_circle: 表情符號代表問題很緊急。 🔵 :blue_circle: 表情符號代表有疑問或問題。 ⚪ :white_circle: 表情符號顯示其為意見回饋。
納入簡短說明。 概述成員需要在請求之中納入的資訊。
利用回應指派及要求工作 。選取 表情符號回應 ,讓他人瞭解正在進行的工作及其負責人。 👀 :eyes: 表情符號回應代表「我正在幫你看這個問題」。 ✅ :white_check_mark: 表情符號回應代表「我已經解決此問題」。
在對話串之中追蹤進度。 讓處理請求的任何人都清楚瞭解,如果問題需要額外的輸入資訊、修訂或核准,請在對話串之中留言。
提示: 將準則釘選到 分類頻道,或者將其新增到頻道畫板 ,讓所有人都看見!
步驟 3:使用應用程式和工作流程
如果你的分類頻道中有大量行動,開發人員可以建構機器人 ,在每日的特定時間掃描頻道,尋找訊息的特定表情符號回應,協助團隊追蹤任何尚未解決的問題。
你也可以在分類頻道中建立工作流程 來使用,自訂該工作流程自動執行你的回應。如果在工作流程新增連接器步驟 ,就可以將分類請求連接到外部工具。
步驟 4:選擇分類隊長 (選用)
如果你願意的話,有時候指派所謂的分類隊長有利於處理工作,也就是指派專人在固定期間內負責監控頻道,讓一切都順利運作。👩✈️
分類隊長將負責確保所有傳入訊息都獲得關注,也能在需要排定問題優先順序及向外求助時,協助做出困難判斷。分類隊長值班結束時,可以將權限交給下一位值班的分類隊長。
更新頻道主題 ,讓每個人都知道當時、當天、當週或當月的值班人員。建議定期輪換隊長,以減輕其負擔。
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