| Step type | Description | HQ Focal Point/Support |
| Implement | Complete the Branding Worksheet. This is an essential step, required for purchasing a URL for a website and for setting up a Facebook page. The information you provide allows the Signpost graphic designers to develop the look and feel of your brand, while ensuring that it aligns with the Signpost brand standards. You will need to have defined your target population and the main languages you will be serving before completing this step. | Olivia Blinn |
| Decide | Decide on the channels to use for two-way communication. This should be based on the findings of the INA or other relevant data sources. | PRoL TA/ Signpost Program Advisor |
| Train | Signpost social media: This training is for the editorial manager (or social media manager if relevant) to learn how to build an audience on social media as well as practical tips for managing a Facebook page. | Joseph Sosi |
| Decide | Decide the access roles of Signpost staff for the Facebook page (if using Facebook). | Joseph Sosi |
| Decide | Select ticket fields you wish to track in the ticket form (here) and define the categories (template here). | PRoL TA/ Signpost Program Advisor |
| Decide | Adapt the two-way data collection form for face-to-face information services. | PRoL TA/ Signpost Program Advisor |
| Plan | Develop an escalation protocol for handling communications from users in emergency situations or with acute protection needs. | PRoL TA/ Signpost Program Advisor |
| Train | DCL approaches: Train DCLs (digital community liaisons) and other frontline communicators in approaches to client-centered communication, PFA, and keeping public social media platforms safe. | PRoL TA/ Signpost Program Advisor |
| Train | Zendesk Support: Train digital community liaisons/moderators and team lead/supervisor in the tool Signpost uses to manage multi-channel two-way communication. | Pascal Sala |