Post
6 min read
What a good approval step looks like
Approval only protects you if the reviewer can see what the agent did and why. Here is what to show them.
Most approval screens ask a person to say yes to a finished draft, with no view of how it got there. That turns review into a habit rather than a check.
Show the source next to the draft
A reviewer should see the letter, ticket or policy the agent read, next to the sentence it produced. When the source is one click away, people catch more and approve faster.
Make the risky part obvious
Flag what is new, unusual or outside policy, and let the rest stay quiet. Reviewers keep paying attention when the screen only asks for attention where it counts.
Keep reading
Post
5 min read
Four weeks from first call to first approved task
The rollout plan we use with most teams, week by week, including who needs to be in the room.
Post
4 min read
Why we start every connection read-only
Read-only is slower for a week and safer for a year. Here is the reasoning behind our default.
Post
5 min read
Writing policy answers employees actually trust
Employees stop asking HR when answers feel generic. Three habits keep drafted replies specific and human.