Create message categories that match decisions
Create message categories that match decisions: scheduling, routine updates, approvals, sensitive matters, and requests that create a new promise. Each category needs a permitted support action.
Give every category a response window and an approved sender
Give every category a response window and an approved sender. A draft may be useful, but it should not turn an unclear decision into an implied commitment.
Sample the queue each week
Sample the queue each week. Look for messages that were routed late, drafted without enough context, or kept in the inbox when a project tracker would have been safer.
Related resources
Read also: executive communications routing matrix and executive inbox triage rules.
Frequently asked questions
What should support own?
Support should own recurring coordination and preparation with a clear output, owner, and escalation boundary.
When should support escalate?
Escalate when work creates a new commitment, involves sensitive information, exceeds agreed authority, or has no accountable decision-maker.
How should the workflow improve?
Review real misses and rework, then change one rule, template, or handoff that addresses the evidence.
Ready to define the role?
Use a recent leadership week to scope the support that would make the biggest difference. The consultation is a working conversation, not a generic pitch.
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