Communications Operations & Workflow Systems
Challenge: Communication requests were being submitted through a mix of service tickets and informal verbal requests, making it difficult to track priorities, deadlines, ownership, and stakeholder expectations. The Communications & Marketing team needed a consistent intake and project-management process that would bring all requests into one visible, organized workflow while remaining easy for staff to adopt to improve visibility, coordination, and accountability.
My Role: I evaluated workflow needs, designed intake and project tracking processes, implemented a centralized communications request system using Monday.com, and developed documentation to support team adoption and ongoing use.
Scope of Work
✓ Evaluated communication request and project tracking needs
✓ Designed a centralized communications intake process
✓ Configured workflow structures within Monday.com
✓ Developed project tracking and prioritization processes
✓ Created internal documentation and training materials
✓ Standardized communication request procedures
✓ Improved visibility into project status and workload
✓ Supported staff adoption and ongoing system use
✓ Reduced reliance on email-based project requests
✓ Established a more consistent communications workflow across departments
Solution
I implemented a centralized intake and workflow system with a Monday.com subscription to provide a single location for communication requests, project tracking, team prioritization, and status updates. Supporting documentation was created to help staff understand the system and encourage consistent adoption. Coupled with regular departmental meetings and a Teams hub, this system gave everyone greater transparency and accountability around both workload and messaging, helping ensure nothing slipped through the cracks.
Screenshot image of the form other departments use to submit requests clearly.
Screenshot image of what my team sees behind the scenes to track the work.
Outcomes
The new workflow structure changed not just how requests were managed, but how communications work was conceived from the start. Before a formal workflow system was in place, communications requests came in ad hoc. A typical month might bring a dozen one-off asks, a Facebook post here, a poster there. By building a structured, multi-channel campaign process with earlier lead times and defined lifecycles, the team moved from reactive execution to proactive planning. The result speaks for itself. The department now manages an average of 12 major campaigns per month, each with approximately 120 subtasks. That's not just more work. It's a fundamentally different way of working.