The goal: Hosts find answers themselves. When they can't, anyone on the team can respond consistently. Tech Coordinator/Executive Director only see escalations.
The Four Layers
Layer 1: Self-Service
Host Portal (Google Site) → Schedule, film list, resources, quick links
FAQ (embedded in portal) → Answers to common questions
Checklists (embedded docs) → "What should I be doing now?"
Result: 50-60% of questions never become emails
↓ (if not answered)
Layer 2: Email with Auto-Reply
Host emails tech@ / venues@ / films@
Auto-reply fires immediately: "Thanks! While you wait, check the FAQ: [link]"
Result: Some hosts find answer in FAQ, don't need response
↓ (if still needs help)
Layer 3: Support Response
Support person (intern, volunteer, contractor) sees email
Checks Escalation Triggers doc:
- GREEN → Handle with template
- YELLOW → Try template, escalate if stuck
- RED → Forward immediately
Uses Response Templates doc → Copy template, customize [bracketed items], send
Result: 80% of remaining emails handled in <5 min
↓ (if escalation needed)
Layer 4: Escalation
Support forwards to Tech Coordinator (technical) or Executive Director (schedule/$$)
Escalation format includes: From, Issue, What I tried, Urgency
Result: Tech Coordinator/Executive Director see ~10-15% of original volume
The Documents
| Document | Purpose | Who Uses It |
|---|---|---|
| Host FAQ | Answer common questions | Hosts (self-service) |
| Response Templates | Copy-paste email replies | Support person |
| Escalation Triggers | What to handle vs. forward | Support person |
| Auto-Reply Config | Setup text for domain emails | Tech Coordinator (one-time setup) |
Quick Start for Support Person
Day 1
- Read the FAQ — know what hosts can find themselves
- Read the Escalation Triggers — know your boundaries
- Skim the Response Templates — know what's available
When email arrives
- Check: Is this answered in FAQ? → Reply with link
- Check: Does a template fit? → Copy, customize, send
- Check: Is this RED in escalation doc? → Forward immediately
- Stuck for >15 minutes? → Escalate with context
Golden rules:
• Escalation is not failure. Silence is failure.
• When in doubt, escalate.
• If you improve a template, tell us.
• Escalation is not failure. Silence is failure.
• When in doubt, escalate.
• If you improve a template, tell us.
What Success Looks Like
Before
- Every email requires Tech Coordinator or Executive Director
- Same questions answered repeatedly
- No one else can help
- Emails pile up during busy periods
After
- Hosts find 50%+ of answers themselves
- Support person handles 80% of remaining emails
- Tech Coordinator/Executive Director see escalations only
- Email manageable even during festival week
- System improves based on feedback
The Investment
| Setup Item | Time | Impact |
|---|---|---|
| Domain emails | 1-2 hrs | Team can see all comms |
| Auto-replies | 30 min | Immediate deflection |
| FAQ live on portal | 2-3 hrs | Self-service |
| Templates in shared Drive | 30 min | Consistent responses |
| Escalation doc in shared Drive | 30 min | Clear boundaries |
Total: ~6-8 hours → saves 50+ hours over festival season
Feedback Welcome
If you notice:
- A question hosts keep asking that isn't in FAQ → Tell us, we'll add it
- A template that doesn't fit real situations → Tell us, we'll fix it
- An escalation that should/shouldn't have been → Tell us, we'll adjust
- A faster way to do something → Tell us, we'll adopt it
How to share feedback
- Comment directly in the Google Doc
- Email Tech Coordinator
- Bring to weekly check-in
- Add to the "Improvements" section at the bottom of any doc