# Action Map — Desk Zero
> Kit 19 · Desk Zero · deliverable · designed and built by I Wayan Usada — instructional design portfolio · fictional composite
## The goal (proposed, not measured)
Shared-inbox requests are routed in one pass under the SOP clause that governs them, and escalations reach the owner with what she needs to decide.
## What people do instead
Route by sender, subject line or mood; solve what the desk cannot see (hero mode) or escalate what it owns (escalitis); escalate with a forward and no facts.
## The actions that close the gap
| # | Behaviour | What it looks like | Where the artifact trains it |
|---|---|---|---|
| 1 | **Find and cite the governing clause** | the cited clause matches the email’s detail, not its look-alike | binder + cite step, every email |
| 2 | **Route by the clause** | SOLVE / ESCALATE / DOCUMENT matches the clause’s action | lane step; lanes locked until cited |
| 3 | **Read before routing** | no fast-and-wrong pattern | 5-second flag in the debrief (never penalised) |
| 4 | **Write an escalation the owner can act on** | clause, facts, decision and time, no promise | the note task after the debrief |
## What is not a training problem
- Look-alike clause titles invite misrouting; the SOP owner could rename them (for example “Seat requests: free seats only”).
- If the LMS let coordinators overbook, a rule alone will not hold; the system could block it.
- Escalation templates in the shared mailbox would make action 4 the default.
## Revision note
Targets are reconciled: the earlier map said ≥90% correct lanes and the case page ≥75%. The proposed target is now 14 of 16 (lane and clause) on first run. Nothing has been measured.