E-mail is one of our primary methods of communicating with copier and printer vendors. This communication medium works well for all parties because it allows us all to address issues on our schedule, provides a written record throughout a process, and allows multiple people to stay in the loop. We have learned, though, that within the world of e-mail, there are more effective and less effective ways of communicating. Our goal is always a quick and complete resolution. If you’re looking for the same thing, here are 10 tips for using e-mail effectively to resolve issues with your vendors:

1. Include identifying information in your e-mail. If the issue is for a specific device, include the device’s make/model, serial number and vendor ID number; if the issue is for an invoice, include the invoice number; if the issue relates to a lease agreement, include the lease account number, etc.
2. Check to make sure the purpose of your e-mail is clear and as close to the top of the message as possible. Also, near the top of the e-mail, include your expectation. Are you asking for an update or a response within a certain number of days? Are you asking for a credit or a refund? Provide the receiver of your e-mail with something concrete to respond to.
3. Include sufficient history of the issue. If you’ve had conversation over the phone or in other e-mails, include enough information in your e-mail so that the history of the issue is captured. This will help inform the people you are carbon-copying on the message, and it will give you a good framework for remembering the details of the issue as needed.
4. Always include a signature line with your phone number, fax number and e-mail address to make it easy for anyone in the e-mail string to contact you.
5. Check to make sure you have copied all interested parties on the e-mail.
6. Check to make sure you have included any necessary attachments.
7. Proofread your e-mail.
8. After sending your e-mail, file it in a folder where you’ll be able to easily locate it.
9. Set yourself a reminder to follow up on the issue.
10. Finally, don’t rely completely on e-mail. My rule of thumb is: “e-mail, e-mail, call”. If you don’t get a response after sending two e-mails, pick up the phone. Some people just respond more quickly to voicemail than they do to e-mail. Oftentimes though, it will take a phone call for you to learn the person you’ve been e-mailing is not the correct contact for the issue.

Since most of our communication is done by e-mail, we’re always on the lookout for resources that help us write effective e-mails. One resource we found especially helpful is E-Mail: A Write It Well Guide by Janis Fisher Chan. You can find out more information about this resource by clicking on the link above.

This entry was posted on Thursday, November 13th, 2008 at 11:07 am and is filed under Fleet Management. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.