Communicating with the people being supported is not difficult. As an IT manager, I have found the following to be very effective:
- After a support issue has been raised, respond immediately or as soon as you can via email, that you are aware of the issue and you will start work on their issue on a specific date/time. Call or visit them if email is not a normal communication process.
- If you scheduled a time to work on this, send them a reminder that you will be working with them on their issue at the scheduled time. Find out if there is anything else that they wish to share about the issue.
- When you have fixed the issue, let them know what you did. If you did not and need more time to work on the issue, then let them know that. Give them an estimate of when the issue will be resolved.
- After you have fixed the issue, email or call them after a day or two to follow-up on the issue. Ask them if they are experiencing the same issue they reported.
- Above all, be courteous and professional at all times.
The above is a framework for service communication and it will not cover every instance, but it is a good starting point for those IT shops that do not have anything in place.
JhonathanZamarchi. (2011). Logo Information Technology [image]. Retrieved from