What is the issue?
Describe the issue, how you would want it explained to you. What information would you need if you were the one assisting?
Ex. using poor communication: The site is broken.
Ex. using good communication: The website is presenting with a Page Cannot Be Displayed error.
What has been done to resolve the issue?
Before escalating the issue, be sure to exhaust all of your options and research all of the possibilities.
Ex. using poor communication: I talked to support.
Ex. using good communication: I have submitted a ticket with theme support and the turnaround time is 48 hours. I deactivated all plugins to rule out conflicts, I restored to previous save.)
What information did you gather from your attempts?
What was the result of your attempts? What can you rule out?
Ex. using poor communication: I don’t know what the problem is.
Ex. using good communication: I ruled out plugin conflicts and file issues and believe it is a server issue.
What is your plan to resolve?
What are your next steps? Do not pass the buck or say there is no way to fix it. There’s always a way, you just need to research and find options. They may not be free or quick but they’ re options.
Ex. using poor communication: I’m waiting for support.
Ex. using good communication: I’m going to continue researching for resolutions. If I do not hear back from support within 48 hours I will follow up.
What do you need from the recipient of this email?
Don’t leave it open ended, specify what you need if you do need anything from your team.
Ex. using poor communication: Assuming they know what you need!
Ex. using good communication: Please notify client of the situation, this will be resolved in 48 hours