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INFORMATION TECHNOLOGY

RISING TO THE IT TIPS

CHALLENGE How to be more effective

communicating by email

WHILE THE DEPARTMENT WAS PREPARED FOR MANY CHALLENGES,
2020 UNEXPECTEDLY STRAINED HARDWARE AND TECHNOLOGY RESOURCES

“Better email communication means more meaningful
ver the past year, the IT our workforce transitioned to working as an organization. The best part messages, targeted to the right audience.”
department has faced from home. The chart pictured about many of the new solutions
new challenges. When we displayed the increase in our overall the team is looking at is that they -Peter Jolly, IT Helpdesk Manager
Okicked off 2020, we did not volume quarter over quarter in 2020. come straight from our workforce’s
expect or anticipate the additional feedback. Rosendin is becoming far
challenges that came our way at the Through all of this, 2020 proved to more involved in the technology SENDING MESSAGES • Don’t use to avoid face-to-face or • Who really needs to receive the
beginning of March. As media outlets be a great learning year for most IT shift and is subsequently quicker to voice communication, especially message and why?
reported the COVID-19 virus and saw departments. We have taken away adopt new tools, which is exciting • One major topic per message. when there is a disagreement or
a pandemic hitting our country, we new ideas to provide better support for IT departments across the board conflict. REPLYING TO MESSAGES
started discussing a remote workforce. to our employees and come up with and helps make for a better engaged • Consider who you’re sending to; do
During these conversations, we began some innovative ways for the business workforce. they need to see this? • Use caution- reread before you • Don’t overuse “Reply to All.”
making plans for what we could do to communicate remotely. As we look • Write descriptive and informative send. • Avoid replying to “the world”.
to support the business during a forward, there are several changes that At Rosendin, we are all in this subject lines followed by the • Be completely responsible for
pandemic shutdown that could last at we are still navigating through and will together. We care about our fellow purpose of the email: the receiver’s understanding of • Who really needs to receive the
least a year. continue to handle. employees. We do our best to ensure • Info Only the message. message and why?
that each person has what they • Don’t attach unnecessary files. • Think about the audience
While the IT Department was doing Not only did we transition our need to be at their best. We listen to • Decision needed by “date” that’s receiving the message,
our best to prepare for the inevitable, workforce, but the threat landscape the feedback we receive, hear their • Status Update • Don’t leave out any necessary especially if it’s being sent
this wholesale change to remote for security increased exponentially needs, and work on solutions to • Revision message threads. out of the department. Is the
workforces was a new type for us. in the last year. You didn’t have to go address them. We share, providing • Question • Don’t include unnecessary message message appropriate for the
Supporting our teams across the very deep into the news to hear about as much information about what and threads. recipients?
country quickly put a tax on new a data breach, ransomware attack, or when something is happening to the • Info Needed • Don’t use to discuss confidential • Include your bottom line response
hardware and other technology scammer trying to compromise an company. We innovate, bringing new • Direction Needed information. in the first paragraph.
supplies that we typically do not unsuspecting victim. Rosendin’s IT technology and processes to keep • Describe the purpose and or • Remember that email lives forever.
use, such as webcams. We saw a department and Cybersecurity Team Rosendin ahead of the curve. Finally, action required in the first opening • Following paragraphs should
sharp rise in the number of support stepped up their training efforts and we excel. We do our best when we can paragraph. FORWARDING MESSAGES contain supporting information
requests from across the business as implemented new tools to navigate and take pride in the work that we do. and/or background
these recent events. On behalf of the IT Department, • Following paragraphs should • Revise subject line to include clear • If you remove recipients from a
we would like to thank everyone at contain supporting information description and purpose: message, or add recipients, include
We are now in a and/or background. those names preceded by a ‘+’ or
new year, and 2021 Rosendin for the past year’s support. • Be clear what is contained • Info Only ’–’ at the top of the message to
is an opportunity None of us can do this alone, and it in the attachments and the • Decision Needed by “date” make it clear that the people the
to learn from the takes every one of us working for the relevance and/or importance to • Status Update message is going to has changed.
past year and move same purpose to achieve greatness. the purpose of your email.
forward smarter We are here to support the company • Be concise and to the point. • Revision • If someone sending an email
and stronger. We in all aspects of IT operations. We’re • Question(s) is asking for acknowledgment,
have some great here for the business, from supporting • Use short paragraphs to aid in • Info Needed acknowledge the message right
new projects on the the critical business applications, readability. • Direction Needed away. Don’t let it sit, you will forget
horizon that will maintaining the back-office • Avoid long sentences. it.
help our people infrastructure, to front-line computer • Don’t ‘cc:’ unless it is really • Put your comments at the top.
be more efficient support. We couldn’t do what we do necessary: • Why are you forwarding the
and help grow without you, and we appreciate your message?
continuous and unwavering support. • When you do ‘cc:’ that it’s for
their information only. • Don’t cc: unless it is really necessary
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