3. Build a network of experts for the Help Desk
Supporting and responding to questions is complex when there are many types of questions impacting your employees, depending on their geographical location, job function, personal concerns, and work environment.
To build a responsibility matrix, create a list of contacts within the company and types of questions they will be able to answer to help speed up responses and the retrieval of accurate information. Instead of creating a bottleneck with a single owner, the responsibility matrix allows you to tap into the entire network of your company and build out a support team.
The key for building a responsibility matrix is ensuring that you identify a specific person to be the point of contact for a specific list of questions. If you simply put “HR”, you may have trouble finding someone willing to respond. By identifying a specific person, you can better assign and follow up on unanswered questions. If your SME doesn’t have the answer, they should know the person within their department who has the answer. Make sure to document who will be responsible for responding to the question, whether it be the SME or the Online Help Desk owner answering on behalf of the subject matter expert.
Some example contacts and types of questions you might find in a responsibility matrix include:
A contact from HR to answer questions about sick leave and work from home policies
A contact from Communications for how our organization is responding to customers
A contact from Leadership for how our organization is impacted
A contact from Finance to address questions about work-travel cancellations
A contact from each line of business for their respective business-specific questions
Throughout the crisis, your responsibility matrix may grow, or contacts may change, but it is important to start with a responsibility matrix to answer questions as quickly and accurately as possible.