However from a holistic business standpoint, people who can’t communicate via email throw a wrench in your business processes. “Sue’s” responses on email are about as useful as someone who refused to answer emails in anything other than Klingon. This isn’t a technology issue–it is a communication issue.

If they someone can’t learn to communicate through reading and writing, most jobs that use a computer are probably a poor fit.

@ Mark – You mentioned that the tech did go to Sue’s desk to solve the problem. What information did Sue provide in person that she did not provide via email, or was this a case where “hands-on” by the tech enabled resolution?

Like @Marie, I spend the last 25 years of my career supporting the end users. Many of the issues discussed here are the same issues I encountered in the 70’s and 80’s. For all the advancement in technology, the user community has not changed all that much, and I feel that it is the support community’s responsibility to meet the user’s needs rather than expect the user to improve their tech savvy.

She was asked what folders were missing several times and completely ignored the question. Then she was asked what the folders were used for or what was in them and she still didn’t give any type of response to the question.

The help desk person did eventually walk over to Sue’s desk, but this meant that Sue’s problem cost the company significantly more to fix than it would have coming from someone who could express themselves in writing.

While that is fine if it happens once in a while, the problem here was Sue–not the help desk person. I realize that often it is the help desk side of things that communicates poorly. Someone at the help desk who can’t communicate clearly with normal users via email shouldn’t be in that job either.

Yes, some people don’t use e-mail effectively. When that happens, it’s best not to say, ‘Well, that person doesn’t use e-mail effectively, so too bad for her!’ Rather, best to find another way to communicate.

The help desk person should have picked up the phone or — if possible — wandered over to Sue’s desk.

Yes, I realize this is a post on e-mail, but it’s important to understand that e-mail is not the right medium for all situations or all people.

That “I can’t get to the folders” line was very indicative of some of the calls I took, and when I asked for more details the response was something like “oh, you know, the folders where MY work is”!

On the flip side though I have seen instances of IT depts say changing directory (and folder) structures and not saying a word about it, needless to say resulting in mass confusion!

People usually read the first line. Most of the rest is skimmed.

Unfortunately most emailers bury the point or lead up to it, rather than letting us know exactly why they’ve written. Flip it around! Main point first.

M

Why don’t we pick up the phone just a little bit more…

Andrew

Each person I talked with promised to “look into it” and get back to me, and none of them did.

So the problem of bad communications is sometimes a two way street.