This coding also applies to post-meeting emails.
It is the result of a real-life test conducted over 4 months with one service within the NGO (IT Service), followed by a review by the PROG collective after one year of use.
Production request with a level of importance and a deadline.
This typology applies in the subject line of emails, with the following syntax:
- Outside executive meetings (routine affairs and operational requests):
Email subject: Nx – SUBJECT – Request (e.g., “N30 – RESEARCH SITES – New structure”) - Before an executive meeting (Pre-Camps, Post-Camps, GENEVA FORUM, etc.):
Email subject: MEETING_NAME YEAR: Nx – SUBJECT – Request (e.g., “PRE-CAMP EDU FR 2016: N1 – SUPPLIES – Complete list”) - After an executive meeting (Pre-Camps, Post-Camps, GENEVA FORUM, etc.):
Email subject: FOLLOW-UP MEETING_NAME YEAR: Nx – SUBJECT – Request (e.g., “FOLLOW-UP PRE-CAMP EDU FR 2016: N30 – PROVENCE MATERIALS – Orders”)
NOTE: Do NOT set the level of urgency based on when you would like the response but rather on your actual implementation timeline. Provide a deadline that is about one-quarter before the date by which you truly need the information or production. In return, to maintain trust, everyone commits to respecting the requested deadlines.
IMPORTANT:
The N1 deadline is only for emergencies. If you request a standard production with N1, you will be informed that, at best, you will receive your response within 3 business days (which could mean 5 actual days), and next time you will need to plan further in advance.
Additionally, if everyone requests N3s at the same time, it will create a backlog, and you won’t be better served.
To avoid disappointment, plan to request your actions mostly in advance, preferably well in advance, with N10 and N30.
1 day (N1): To address and resolve immediately (emergency management) within 24 hours
3 days (N3): To address and resolve within 3 business days (for ongoing needs of beneficiaries)
10 days (N10): To address and resolve within 10 days (necessary for beneficiaries to function in the future or to launch a project)
30 days (N30): To address and resolve within 30 days
ToDo List (NToDo): to integrate into the ToDo List (the approximate processing period is then set at the next regular ToDo List prioritization meeting)
When an operator requests such a service:
- The recipient of the request ALWAYS acknowledges receipt of the request.
- Either the request concerns another contact than the one who received it (e.g., the IT Service receives a request for an office task assigned to the Operations Management of the Group to which the requester belongs), in which case the request is forwarded to the appropriate service responsible for the task.
- Or the Service is responsible and handles the request:
- The Service confirms or redefines the priority level from 1 to ToDo (if there is a significant difference between the two proposed deadlines, they refer to the requester’s Team Leader for level evaluation, or if no team leader, to the NGO’s General Management).
- In its acknowledgment, the Service informs the requester of the confirmed or adjusted level and timeline for handling the request. The Service states in its acknowledgment that they remain open to level changes if the requester provides supporting arguments.
