JX IT Support Communication Guidelines:

Ground Rules for all communications sent from IT or the Help Desk:

  • It is the responsibility of the Help Desk to be the link between the “Business” and “IT”.  

  • We will change the text in order to make it more user-friendly and understandable for end users. 

  • Anyone who reads the email should be able to understand it.

  • If the issue does not need to be urgently communicated to the users, send a copy for double checking and approval to the IT Director or Manager.

  • Maintenance Windows that are not planned or over 24 hours need Business Acceptance.

  • DO NOT USE ACRONYMS

  • All communication emails need to be sent using the RingCentral "JX Enterprise Notifications" Group.


Content of all JXE IT Communications:

 

Subject:    (One of the following)

  • OUTAGE:    (followed by System Name - Date/Time)

  • NOTIFICATION:  (followed by System Name - Date/Time - Duration)

  • MAINTENANCE:  (followed by System Name - Date/Time - Duration)

  • UPDATE:  (followed by System Name - Date/Time - Duration)

  • INFORMATION:  (followed by System Name - Date/Time - Duration)

Distribution:  (this is the group of users that this is directed to)

Date and time:  (this is the date and time of the outage that will be occurring)

Duration:  (this is how long the outage is expected to last)


A greeting:

Hello all,


Email body (Ground Rules)

  • The body of the email should be short and to the point, but never rude.  

  • Keep the technical terminology to a minimum and DO NOT USE ACRONYMS.  

  • If you are unsure of what the acronym means, ask the person who is requesting that a communication be sent.


5 W’s:  (Just include the content, do actually write out the 5 W’s)

  • WHO: (Who is this communication aimed at, who is involved?)

  • WHAT: (What is the issue we are dealing with?)

  • WHEN: (When are we doing something, or when will some downtime occur?)

  • WHERE: (What is the geographical scope of the issue? Where is support likely needed?)

  • WHY: (Why are we doing this maintenance?  What is in it for the user?)

(If each of these above can be a single line, then the whole message is better received by its intended audience.)


A closing statement:

  • The closing statement is very important in the case that there is a failure with the email signature system.  We want the users to know who is sending the email.


Regards,

JX IT Support