• 1 business day minimum response time (as agreed in PM Workshop)
  • If possible, address the issue
  • Response to include "I will address it by X…." - no need for a template
• If out of office - auto response email put in Exchange with buddy PM's contact info. Template to be provided.
  • Need to review/update out of office template
  • Buddy's by office primary, list is:
• Bi-weekly or at the halfway point between last meeting and a deliverable date (if meeting was on 8/1 with a deadline of 8/20, check-in should be 8/10); whichever comes first - this is the minimum
  • Status update would include:
• 0 days - end of business on a day where a deadline was committed to by the client and was missed
  • Template "Today we were expecting to receive X" – template to be provided
  • Make sure to personalize the communication emails
  • Ask "How can we help?"
  • Point out "I wouldn't want this to impact the delivery time of the website".
• 1 day - Send email and ask to reset deadline
• If deadline is not reset
  • 2 day - call and follow up with an email
  • 3rd day - call and follow up with an email
  • 6th day - call and follow up with an email
  • 9th day - escalate to appropriate resource, Lead PM or VP Ops.

Buddies 

• "This is where we stand currently, here is what is in whose court". This includes a heads up about what is coming next and the resources needed on the client side
• If needed, set expectation that we will check in again in 2 weeks
• Confirm date expectations if on track on updates
• If possible schedule upcoming tasks like, training, meetings etc.
• Template to be provided
  • Chasing clients – client misses a deliverable

If new PM on client, escalate to Lead PM for new introductions and updating of internal records.