A complaint can contain a detailed chronology and extensive evidence while leaving the central questions undefined. An issue map separates the issues, positions, evidence, findings and outcomes that require a decision.
Written by John Barwell
Written by John Barwell
Written by John Barwell
Templates can improve clarity and consistency. The accountability problem begins when standard wording replaces engagement with the individual complaint, evidence and circumstances.
Written by John Barwell
A final response may close a file, but that does not always mean the complaint has been answered. Administrative closure belongs to the process. Substantive resolution belongs to the issue.
Written by John Barwell
A response can be complete in form and incomplete in substance. The accountability problem lies in the gap between the issue raised and the question answered.