Eliminate unclear instructions for seamless content creation
At DonDon Web’s marketing department, our editors were struggling with web update requests from internal stakeholders due to ambiguous instructions. The existing workflow offered no way to request clarification for unclear requests, leading to reduced productivity from trial-and-error and reworking.
To address this, we’ve implemented a new workflow that allows editors to send requests back for clarification. This ensures they receive clear instructions before proceeding with the work.
* This process improvement story is a work of fiction. Any resemblance to real people, organizations, or events is purely coincidental.
1. Issue: Confused by Unclear Request Instructions
DonDon Web is a 50-person web production company. Our marketing department handles daily updates for web content including web pages, ad creatives, and promotional materials.
We frequently receive abstract or vague instructions from internal stakeholders for web update requests, such as “make the design better” or “make the text easier to understand” This often leaves editors struggling to correctly interpret the requests, causing significant delays in their work.
Under our current workflow, editors have no direct way to ask for clarification on unclear requests. They’re forced to proceed through trial and error, which often leads to unintended revisions and an overall drop in productivity.
2. Solution: Ensuring Clear Instructions by Returning Requests
The process owner has added a workflow that allows editors to send requests back for clarification. Specifically, if an editor finds unclear points or potential misunderstandings in a request, they can now return the request and ask for revisions.
This ensures editors receive proper instructions before proceeding with their work.
Before
View details of the workflow diagram
0. Request
The requester initiates the process by submitting an editing request.
1. Edit
The editor begins the editing work.
1a. Edit (Proactive)
The editor initiates editing work independently.
1b. Edit (Request-Driven)
The editor performs editing work based on a request from the requester.
2. Review
The reviewer checks the content created by the editor for any issues. If corrections are needed, they request re-editing from the editor.
1x. Re-edit
The editor makes further edits based on feedback received from the reviewer.
After
View details of the workflow diagram
0. Request
The requester initiates the process by submitting an editing request.
0x. Re-request
The requester addresses the feedback from a returned request.
1. Edit
The editor begins the editing work.
1a. Edit (Proactive)
The editor initiates editing work independently.
1b. Edit (Request-Driven)
The editor performs editing work based on a request from the requester.
2. Review
The reviewer checks the content created by the editor for any issues. If corrections are needed, they request re-editing from the editor.
1x. Re-edit
The editor makes further edits based on feedback received from the reviewer.
Discard Case
The process ends if re-requesting the work is no longer necessary.
3. Benefits
Streamlining Operations
Ambiguous requests can be corrected in advance, reducing confusion and miscommunication among editors.
Clearer intentions reduce the need to redo work, enabling more efficient updates.
Improving Work Efficiency
Editors can start tasks with proper instructions, reducing the amount of trial and error spent on the job.
Fewer request revisions mean editors have more time to focus on their core tasks.
Strengthening Team Collaboration
Fewer misunderstandings in instructions lead to higher quality content creation.
* This process improvement story is a work of fiction. Any resemblance to real people, organizations, or events is purely coincidental.
4. Other Business Applications
Design Revisions
If feedback from a client is ambiguous, designers can now directly request clarification. This enables smoother revision processes while preventing misinterpretations.
System Development
When task specifications are unclear, developers can utilize the return function to clarify requirements. This ultimately reduces the need to rework during development and leads to smoother project progress.