Handling many requests.
WHAT TO DO AT THE START OF A PERIOD
Review what is open, and what is due.
WHAT TO PRIORITISE
By impact and urgency, then by age.
WHY AGE
So nothing is forgotten indefinitely.
WHAT TO BATCH
Similar work, where possible.
WHAT TO PROTECT
Time for the work requiring concentration, distinct from responding.
WHAT TO DO ABOUT INTERRUPTIONS
Accept that support is interrupt-driven, and plan around it.
WHAT TO RECORD IMMEDIATELY
Every interaction, before moving on.
WHY
Records written later are incomplete, and frequently not written at all.
WHAT TO REVIEW DAILY
Anything awaiting a user response, which stalls silently.
WHAT TO DO ABOUT THOSE
Chase once, then close with explanation if there is no response.
WHAT TO ESCALATE
Anything you cannot progress.
WHAT TO COMMUNICATE
Realistic timescales rather than optimistic ones.
WHAT TO AVOID
Accumulating a backlog invisibly Working only on what is easy or recent
