20/20 the guide

Setting 20/20 up

Stop after the first section and the whole thing works.

A workplace experience index: what people say happened to them, read the same way every time, on one scale. Three habits hold it up.

The whole setup

1

Your link

The setup link you were sent. Everything on this page that you actually have to do is on it, and there are two things.

2

Your sign-in

Press "Set me up". It shows a username and a password once. That is the account that reads what comes in.

3

One code, everyone

One QR code for every person who works here. Print it, or send the link in the group chat. It never runs out.

Your setup link sent to you Your sign-in one username, one password One QR code the same one for everyone Anyone who works here 20 seconds, no app, no account Your board what they said, what to do
Nothing else is wired up, installed or imported. The people who work for you never have an account, which is why there is nothing to create for them.
That is the setup. Everything below this line is something you might want, not something you have to do. They are independent: do one, do none, do them later. Nothing below is needed for an answer to reach you.

If you want more, here is each thing on its own

If you want to know which place an answer came from

Give it a list of your places. That is the only step.

  • Scanning the code asks one thing: the company, or a place you are at.
  • The phone compares its own position with your list on the phone and offers the one they are standing at. Or they pick from the list.
  • The position never leaves the phone. What is sent is the place they chose.
Where: Settings, Sites and QR posters. A name, and "Use my location" while you are standing there fills in the coordinates.

Skip it if one place is all you have. The company door works with no places at all.

If you want a code at one particular place

Print that place's own poster. Somebody who scans it is already inside that place and picks nothing.

Worth it for a place busy enough to have its own noticeboard: the yard, the ward, the main site. The one code still works everywhere. This is an addition, never a replacement.

Where: each site's card, Print the poster
If you want the store manager, the area manager, the state manager to have their own

Every unit on the ladder has a seat link, on its row under Settings. Send it to the one person who holds that desk; they press "Take the seat" and get a sign-in of their own.

  • One person per unit. Diluted responsibility is what a shared sign-in buys.
  • A seat sees the board, the desk and the feed for its unit and everything under it. Nothing above, nothing beside.
  • The severe ones ring that phone at once; the rest arrive as the week's patterns on Friday. What they deal with, pass up or feed back is theirs to do from the desk.
  • A new link from the same row reopens the seat and kills the old link.
  • The setup link still gives an all-seeing sign-in, for whoever runs the company.
Where: the setup link, then Settings, People

Skip it if it is just you. One sign-in runs the whole thing.

If you want to ask about one particular thing

Choose a question from the list. There is no box to type one into, and that is deliberate.

  • Your sector's list has one for each of the sixteen, written to ask what happened to the person answering.
  • One press and it pings on every staff phone: a notice of its own, one question, and a "not now" that costs nothing.
  • A phone meets one at a time, however many you ask about. It comes back until it is answered, then the next takes its place.
  • A question about what people think gets memos back and reads on nothing. That is why nobody writes one by hand here.
Where: the Questions tab

Skip it entirely. The open door is always there and most answers come through it.

If you want the weekly 20/20 to be the rule

Twenty seconds at the end of the week on how the week went. Make it policy, the way any other safety routine is policy.

  • This is what keeps the rest honest. Without a beat, the only weeks you hear about are the ones somebody was angry enough to speak up in, and the quiet problems do the damage.
  • The phone keeps asking until it is done. A quiet week is worth saying and takes ten seconds.
  • You can require that it gets done. You can never see what anybody said. The board shows how many did it at each place, never who. The moment people believe it shows who, what comes back is what they think is safe to write down.
Where: the staff screen, end of the week. The To do tab shows the count.
If you want clients or subcontractors to say what they saw

There are two more links, one for clients and one for partners and subcontractors.

What they send lands on the client door of the board, never mixed with what your own people said. The two are never averaged together.

Where: Settings, Client and partner links
If you want it on your phone, with alerts

Open your board on the phone and add it to the home screen, then turn alerts on.

Something serious is worth knowing within the hour. On an iPhone the alerts only arrive once it is on the home screen, so there that step is not optional.

Where: the setup link has the walk-through for both kinds of phone
If you have enough places to want your own structure on the board

Build the ladder: divisions, areas, and the places inside them. Then every level has its own board and its own desk.

  • A place left unassigned still counts. It sits directly under the company.
  • Pick a sheet while you are there: it sets the words and examples for your sector, and a division can carry its own.
  • The sixteen never change.
Where: Draw the company, which is the screen you are put on until this company has a place.
If you want a link to need a sign-in

Any of the links can be switched to require one.

  • By default a link works for whoever holds it, which is what a poster on a wall needs.
  • Switched on, the lane asks for a matching sign-in first.
  • What gets stored does not change: the session is checked and dropped, and the entry is identical to an anonymous one.
Where: Settings, Link access

Reading the board

WhereWhat it shows
The railThe unit's overall, which is its worst index, named. Then the sixteen. Every index row carries two lanes on one scale: red to the left, the share of answers that raised it as a problem; green to the right, the share that said it works. The number is the red side alone. A solid grey lane means no answer raised it either way. Click one and everything below follows it.
Where you areThe place you are looking at, as the heading, with what is under it and how many sites it holds. Above it, the way back up: company, division, area, each one a link. It stays on screen while the list below it scrolls.
Against lastA tick box. With it on, the period before this one is put beside it: every index in the rail, the line under the dial and every place in the list carries what it moved, in the same points the pills show. An index grey in either period does not move, so it shows nothing rather than a number built on one side.
The mapEvery place, coloured by the index in view. Click a pin.
Under this oneThe places or areas inside it, named as its own, worst first, each with its own worst index. This is the comparison the board is for: a region against a region, a store against a store.
What was asked, what is raisedNot on the board. The questions the answers came through are the Questions tab; the things people named, grouped into topics by your own model, are the Feed and the Reports.
Workforce, ClientsTwo doors, never averaged. An HR sign-in sees the workforce door only.

Counts are answers, not people. A grey index means no answer raised it at all, not that it is fine. An index some answers praised and none raised as a problem reads 100, with the green lane beside it saying why. Praise never enters the number and never cancels a complaint.

Working what comes in

Who sees what

The ladder decides who sees what. A seat sees its own unit and what is under it; the setup link's sign-in sees everything.

Sign-inSees
the normal oneeverything. This is what "Set me up" gives, every time.
a seatone unit of the ladder and everything under it: its board, its desk, its feed. One person per unit; the link is on the unit's row in Settings.
narrowed, if you ask for itan HR sign-in sees the workforce door only, company-wide. Optional, and most companies never use it.
the people who work for youtheir own way in and nothing else. They have no sign-in at all, which is why there is nothing to manage.

What nobody can see