The Playbook
Every issue, ready to reuse.
Each one starts with a two-minute overview you can act on and keeps the full story behind it. Find the one that fits the problem in front of you.
A new issue every other Sunday.
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ALL ISSUES
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15
What to say when you don’t have the answers yet
Say what you know, what you don’t, and when you will know more.
Use when:
Change is announced but details are not
Effort:
Low, one team meeting
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14
Retire five service desk metrics before they mislead you
Which numbers describe the queue, which describe the help, and a one-page replacement for the monthly report.
Use when:
The monthly report is long and unread
Effort:
Low, one afternoon
