Passing work between people.
WHEN IT HAPPENS
End of shift Escalation Absence Specialisation
WHAT MAKES IT GO WRONG
The next person starting from nothing The customer repeating themselves Context held in someone's head
WHAT A HANDOVER MUST INCLUDE
What the customer reported What has been established What has been tried What was promised, and when What the next step is
WHY WHAT WAS PROMISED MATTERS MOST
Breaking a promise nobody recorded is the commonest handover failure.
WHERE TO PUT IT
In the ticket, as an internal note.
WHY NOT IN A MESSAGE
It is separated from the ticket and lost.
WHAT TO DO AT SHIFT END
Note the state of anything in progress.
WHAT TO CHECK AT SHIFT START
Anything handed over Anything unowned Anything overdue
WHAT TO AVOID
Handing over by reassigning silently.
WHY
The recipient may not notice.
WHAT TO DO INSTEAD
Reassign and tell them.
WHAT TO TELL THE CUSTOMER
That someone else is taking it, and who.
WHY
It prevents the impression of being dropped.
WHAT TO NEVER MAKE THE CUSTOMER DO
Explain it again.
