Escalation Matrix
Defines escalation by impact and elapsed time, and names roles, since an unclear path defaults to nobody.
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Running it, start to finish
- Define severity by observable impact, applicable without deliberation.
- Set automatic time triggers per severity.
- Map each level to actual decision authority, not to seniority.
What you get back
The output this produces, every time.
- Triggers escalation on elapsed time, since the person working an issue always feels close to resolving it.
- Maps authority rather than hierarchy, so escalation reaches someone who can act.
- Separates notification from escalation, which are different and are routinely conflated.
Getting better results
Where this usually goes wrong, and how to avoid it.
- Make early escalation explicitly safe. People wait too long because escalating feels like failing. Saying it will never be criticised is what changes the behaviour.
- Name deputies. A path with one contact and no deputy fails at night and on holidays, which is exactly when it is needed.
- Identify statutory deadlines in advance. Some notifications have legal time limits, and an incident is the worst moment to be researching them.
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Written for The AI University. Every prompt in this library is original work — authored, tested and revised here, not collected from elsewhere. 365 of them, free with an account.