Shift Handover Protocol
Structures the handover, because failures cluster at the boundary where responsibility transfers.
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Running it, start to finish
- Use a fixed format covering current state, in-flight work and the watch list.
- Have the incoming person acknowledge and question before the outgoing leaves.
- Retain the log — it is the most useful artefact in any incident review.
What you get back
The output this produces, every time.
- Includes the watch list of things not yet a problem, which nothing else carries forward.
- Requires both a written record and a verbal exchange, since each catches what the other misses.
- Makes the handover complete on acknowledgement rather than on delivery.
Getting better results
Where this usually goes wrong, and how to avoid it.
- Record what was tried and failed. Without it the incoming shift repeats the diagnosis, which is the most common wasted hour in shift operations.
- Give the watch list its own section. Things not yet a problem have no ticket and no owner, so they are simply not mentioned unless the format demands it.
- Design the busy-shift version. A long format gets abbreviated exactly when the shift was eventful, which is when the handover matters most.
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