Clarify the question
Identify the relevant product, version or time period.
WORKFLOW STUDY / FLY
A working knowledge desk
Find the relevant material in manuals and working instructions, then prepare a response draft for the current question.
WORKFLOW EXAMPLE · NOT A CLIENT CASE
Locate the material
Search the permitted sources and identify the passage and version.
Prepare a draft
Organise the response and open questions, keeping source references.
Review before responding
The responsible person checks the draft and decides what to send.
START WITH SOMETHING SPECIFIC