Communication. Essential when keeping customers updated and informed and also for gathering feedback. It's a two-way thing.
During a normal day's work, keeping that communication flow going is relatively simple. Talking to people, whether formally or over a coffee, is what we do. Giving information is part of life and work too. No biggy.
However the time that you really have to focus on it because it is easy to forget, is when you are busy. If all around you is melting, and you feel that everyone and everything is on-top of you, communicating properly can slip off the desk so easily.
How do you get round this?
The simplest method to ensure that you do what you are supposed to do, and when, is to have a checklist on your desk, or stuck to your wall, but in sight at all times. Then, when the world turns to custard, you know what you are supposed to be doing.
It can be so easy as a Service Desk co-ordinator to get side tracked and forget to call back a customer when you said you would. You don't always need technology to help with this - write a sticky note and put it where you will see it. This may be your screen, telephone handset or your coffee cup. If it's important, leave yourself a few. You might feel daft, but you won't be letting down your customer. If you are an SDM / BRM / Major Incident Manager / Somebody who is responsible for updating stakeholders during major incidents, make sure you have a checklist right in front of your eyes at all times, so that you know who you need to update and how often. They will thank you for updates saying "It's still being worked on, further updates will be provided in 30 minutes" but get really annoyed if nothing comes out, even if you have nothing.
So just have a clear, clean sheet of paper stuck to your desk, or somewhere you can always see it and use it. It might just make your work life easier.
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