Media Operations and Advertising Operations teams deal with a considerable number of tasks originating from various sources across their agency or network, and it can get complicated quickly. Hive can seamlessly support your ticketing, triage and work assignment for trafficking and ad hoc work requests.
Below, we detail the optimal configuration used by our media agency clients around the globe!
Step 1: Capture all work requests consistently by creating a Hive form.
To ensure you can efficiently capture all work requests across your organization and networked agencies, create a Hive form and land these in a defined project for triage, assignment and labelling relevant to your reporting needs.
Top Tip: For Hive users within your workspace, pin the form for easy access within the New button menu. For Hive users in other workspaces or external individuals to your organization supply them with a handy URL to take them straight to the form.
In this example, let’s look at this in practice; in this example, a form has been set up to capture data operations requests. When the request is submitted, Hive lands this in an intake project for review where the action card can be assigned to a team member, the due date populated, and work can begin quickly.
Step 2: Set up your project navigator to house your work queue.
It is vital to ensure that the project structure reflects how your team organizes and executes work. Hive provides you with the flexibility to create a project hierarchythat’s right for you and your team.
Determine the suitable structure for you and think about how you manage your work queue, assignments, reporting needs, and stakeholder access to the intake projects.
Top Tip: Nesting projects within Hive enables you to manage focused work request queue while leveraging the parent project to look across all nested projects in one view.
Step 3: Utilize action card custom fields to tailor the action cards to your needs and turn on action card ID.
There will be specific details you will need to capture via the request form, which you will want to include in your task details and your reporting.
Set up your form to populate action card custom fields to ensure that data is presented to your team members and visible in the table view as a column for easy sorting.
By turning on the action card ID, you can quickly search for the ID in our search function to find specific task or actions details.
Step 4: Create labels to help categorize your actions
Do you need to report or segment work requests by department, agency, channel or client? When managing your work requests via an intake project, Hive can help you manage your work queue by leveraging labels.
Create labels and nest them into functional groupings to support your teams in quickly applying the correct labels.
Top Tip: Include your labels on your action templates to help support your tracking. The action template can be applied when a request is submitted to ensure that you have all the correct information to hand as soon as the request arrives in your queue.
Here is how to create your labels:
- Navigate to your profile menu, and click on Workspace settings
- Go to the “Labels” tab and create a new label
- Select the parent label for any labels which you wish to nest under a parent label
Step 5: Create an action template to populate recurring actions, deadlines, labels and assignments
To quickly get your teams to work, template recurring tasks that should be followed for each work request with an action template.
This enables you to add relevant labels, automatically assign work to team members, ensure deadlines are presented correctly in line with your SLA and provide a consistent workflow for progress reporting and work capacity management.
Step 6: Set up custom status in the status view to reflect the stages of your workflow
A custom status can reflect specific stages in your workflow; on Hold, With Client, or QA are helpful examples of custom status that can be employed to help report on the status of work and communication with project teams.
Step 7: Connect Hive mail to quickly follow up on form submissions
Hive mail enables you to attach email strings to existing work requests to support fast follow-ups, confirmations and proactively seeing additional information to help workflow smoothly. You can create an email, reply or forward emails directly from within your action card.
Step 8: Consider Card priorities level options to help your teams prioritise work requests.
Want to make sure your teams address high priority items first? Utilise Priority Levels in Hive and customise it to meet your specific needs.
Step 9: Build a Summary View for teamwork assignments & Status.
Summary Views are a great way to combine several projects into one view. It is beneficial for traffickers, managers and those who want to take a look at the bigger picture across the team.
Examples of leveraging summary views:
- When you have a team status meeting and need to pull a report of all work within your queue. A summary view set to status view focused on your team in Hive, including all projects, will return a detailed report of all tasks for your status meeting. This view can also be sorted by label and priority to identify the most pressing tasks.
- When working with your team to assess workload, use a summary view set to team view showing all active tasks and pull a report across your team to identify who has the capacity to help support when a team member has too much work on deadline.