Describe responsibility in plain language

Include names, roles and the questions each person or team can help resolve. Internal titles can remain, but add a practical description where they are unclear. Decide whether the directory is public, internal or limited to a specific audience. That decision determines which contact details and personal information belong there. Avoid publishing information solely because it exists in an internal employee record.

Maintain the routing logic

Assign responsibility for updates when people join, leave or change roles. Include a fallback contact for requests that do not match a listed responsibility. Check that team links lead to working destinations and that shared inboxes have owners. A directory is only as useful as the response behind it. Review common misrouted enquiries to improve the wording and organisation.

Imagine this

Hypothetical example

A hypothetical company adds “Corporate onboarding questions” beneath a team’s formal department title. Visitors find the right route without knowing the internal structure. The directory also includes a general business contact for ambiguous requests and a monthly owner review.

Make it practical.

Use this checklist as you read. Checks are not stored.

Published by Tap Tap Go. Product availability and eligibility vary by programme and market. About our stories.