Internal SQ Digital

GENERAL – How To – Handover to a Colleague

Purpose of this SQ How To:  This ‘How To’ will give clarity over the types of things that may be handed over within SQ Digital and how each handover should be carried out.

Applicable to: All

Customers: All

Timescale: Up to 1 Hour

Introduction

There are several types of handover at SQ Digital, these vary from a one-off handover to a permanent handover between departments. This guide will highlight the correct process to handover all tasks within SQ Digital.

The Guiding Principle is to take responsibility for ensuring that the recipient (to whom you are “Handing Over”) receives all the required information and understands what actions they need to take.

Types of Handover at SQ Digital

1. Handing over a note e.g. Member of staff called for you
2. Handing over a task as a one-off – e.g. Content Marketing executive is away, someone else will do the work
3. Customer Handover – e.g. Sales/Account Manager handing over a new customer to Digital Marketing team
4. Permanent Handover – e.g. Executive hands over a Platinum Customer’s work ahead of the Customer becoming the responsibility of a new Exec

1. Handing Over a Note

• If a customer or an internal member of staff call for someone who is not available at the time, the person who receives the call will email the member of staff and let them know who called and any further action that needs to be taken.

2. Handing Over a One-Off Task

• If handing over a one-off task, this will require the executive who was originally assigned the work to arrange a short desk meeting with the executive who will be taking on the work.

In this meeting, the two executives will discuss the task requirements and any key parts of information needed to complete the task. Once this meeting is complete, the executive who was originally assigned the work will place the key notes into the task details in Accelo and send a note through the task with the key highlights from the desk meeting to ensure no pieces of information are missed.

3. Customer Handover

• Once a new customer has paid their first invoice, the individual who made the sale and the account manager of the customer will meet to discuss the new customer and their services. Following this meeting the account manager will organise a meeting with the team who will be working on the customer in digital marketing.

Within this meeting, an individual from digital marketing will take notes on the handover and upload these to Accelo and email the notes out to all who were in attendance at the meeting.

The handover meeting will require information to be passed on such as:

• The total spend of the customer coming on board
• The split of spendg. how many hours will be spent on SEO and content
• The level the customer is coming in at e.g. Silver, Gold or Platinum
• The start date of the new customer’s interval
• Information on the customer e.g. the services they provide, their customers, their key services, what we should be focusing our marketing efforts on etc
• Once the meeting has concluded, all who attended will log their time against the meeting in Accelo.

4. Permanent Handover

This is the main purpose of the guide; a permanent handover will be the most common type of handover you are likely to come across at SQ Digital. This can be anything from an executive handing over work for a Platinum customer to another Executive permanently or a Lead handing over a Platinum customer to another Lead.

Here’s a step by step guide to a permanent handover:

1. A meeting between the individual who is handing over the work and the person who will be taking on the work will be carried out. In this meeting, the individual who originally held the work will go through the key things that need to be considered when carrying out the work with the individual who is taking on the work. Notes and action points will be taken and logged in Accelo against the customer/task in question.
2. If required, there will be a period of shadowing to ensure the individual taking over the work is confident at delivering the task to a suitable standard. The length of this shadowing will be agreed between the two executives.
3. Following this meeting, a series of check-in meetings will be organised between the two executives for the month following the initial handover of work. The purpose of the check-in meetings will be to ensure the work is being carried out in the correct way and in a timely manner. It will also give the individual who is now carrying out the work a chance to raise any questions or concerns they may have about the work.
4. At the end of the month following the initial handover, the individual who is now carrying out the work and the individual who originally handed over the work will have a final get together to ensure the work is on track and being carried out up to standard.
5. After this final get together, the work has been officially handed over. It is now up to the two individuals to decide if further action is needed or if the work handover has been completed to a suitable standard.