Day to day tasks
Becoming process driven
We aim to document all processes inside Purepoint. From accessing servers, right through to filing receipts.
Nothing in Purepoint should have a bus factor of one. Meaning - will a process fail if the person who usually handles it gets hit by a bus?
Thankfully, we don’t know anyone who’s ever been hit by a bus. But people do suddenly fall sick, get stuck abroad or just move on to other projects.
The goal of sensible documentation is two-fold. It brings clarity to a process - writing it down for others to understand helps identify failure points (accounts only one person can access for example). It also allows others to pick up a process without having to start from scratch.
The hard part is not usually writing a guide, but maintaining it. Processes change, people move around, and ownership of documentation isn’t always clear. Discipline and good management are the best ways we have found of keeping on top of documentation.
We use four primary channels of communication:
- Google Apps for Work (Email, File Storage, Calendars)
We try and band communications into project driven channels. Each project is assigned a name, and that name is then used throughout our communications. Team lead maintains access rights for the channel. For example:
- Slack: #project-name
- Group: [department.project] @purepoint.io
- Drive store: department > project-name
Communicating - Google Apps
Used for email, file storage, and calendars.
Communicating - Slack
Used for communication amongst teams, communication with customers, and to receive automated notifications from third party integrations. For example, alerts about increased error rates on an application.
Communicating - Zoom
Used for video conferencing, pair programming, presentations and all other streaming video needs. We have tried many solutions over the years and have found zoom to be the most stable system currently avaliable.
Communicating - Telephone
Used for customer discussions, or situations where it is faster than typing, and when other methods of technology fail us!
Purepoint has a dedicated phone system built directly into our software director AVA.
- Calls to the front desk are only routed between 8am – 6pm UK time
- Answer phone messages are recorded and emailed as a streamable file
- Every employee has an extension number that can route to their desks or mobile phones
- The Purepoint conference system can be used with any customer
Front-desk calls are handled by our office manager.
Use reply-all sparingly and curate email lists wisely. If you find yourself in a reply-all email chain with customers that isn’t relevant to you, filter it to skip the inbox.
Our Gsuite mail has features to help you curate your inbox. Automatic labels and filters can be used along with + operators in your email address to bring clarity and structure to your inbox. It’s always tempting to just push tasks like this back, and deal with messages as they arrive. But the benefits of having organised filters and patterns in your commuincation channels is huge.
We have several public-facing email addresses that different teams manage, and integrate into various systems:
We use an internal platform to manage recruitment - with direct application forms on our website. This email address is mostly for other recruitment based communications.
Accounts & Services
All receipts and payment notifications go this address. All paid services run through these addresses.
For incoming invoices.
First point of contact. This email is used on all public facing communications such as the website and marketing materials.
Used for customer support requests. By filtering requests through a team inbox, everybody has insight into customer related issues. Issues can then be assigned to a specific team member.
We use Google Drive for general file storage. Folders are siloed by department groups and customer and permissions granted on a ‘need-to-access’ basis.
Many types of files are not suitable for storage in Google Drive. For further information, please read the ‘Security’ chapter.
All other files related to general customer projects should be filed in Google Drive. This includes contracts, draft documents, pitches, specifications, other legal material, and customer-provided files. When storing files in Google Drive, name them sensibly for the consideration of others, and for searchability.
As with everything related to Google, we operate under Google G Suite for Business, and two factor authentication is enforced company wide.