Trigger Conditions

The first element of a well-architected playbook is the trigger condition: the specific circumstance under which a person should consult this document. Without a clear trigger condition, the playbook is consulted inconsistently — used by some people in some situations, overlooked by others, and applied to situations it was not designed for. The trigger condition answers the question: when should I reach for this document?

1. Write trigger conditions as observable events Trigger conditions must be observable — something the user can see or measure without interpretation. "When a client escalates" is not an observable trigger. "When a client sends a written notice of dissatisfaction, requests a meeting with executive leadership, or explicitly requests a refund or credit" is an observable trigger. The specificity eliminates the judgment call about whether the playbook applies, which is precisely the moment when judgment is most likely to be exercised inconsistently.
2. Distinguish trigger from context The trigger condition tells the user when to use the playbook. The context section tells the user what the playbook covers. These are different. "Use this playbook when a client requests a service credit" is a trigger. "This playbook covers the credit request and approval process, including criteria, authorization levels, and documentation requirements" is context. Both are needed; confusing them makes the playbook harder to navigate.
3. Include out-of-scope conditions Listing situations that look similar but are explicitly outside the scope of the playbook prevents misapplication. "This playbook covers service credit requests. For subscription cancellation requests, see [link]. For billing disputes, see [link]." The out-of-scope section converts the playbook from a standalone document into a node in a navigable system.

## Playbook Header — Template

PLAYBOOK: [Name of process]
VERSION: [X.X] | Last updated: [Date] | Owner: [Name]
Next review: [Date]

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USE THIS PLAYBOOK WHEN:
- [Observable trigger condition 1]
- [Observable trigger condition 2]
- [Observable trigger condition 3]

DO NOT USE THIS PLAYBOOK FOR:
- [Out-of-scope situation 1] → See: [Link]
- [Out-of-scope situation 2] → See: [Link]

TIME TO COMPLETE: [Estimated time for the full process]
AUTHORIZATION REQUIRED: [If any step requires approval, note here]
ESCALATION CONTACT: [Name, role, contact method]

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