Practical Communication Advice


I worked several years on a help desk. I worked with clients to resolve issues in a large financial Oracle database.

My supervisor gave me some of the best communication advice of my career.

The framework below is something I still use every day when working on bugs with clients. Also, when I need to open a ticket to get help from another team, I use this to shape my request.

The Framework

Try to answer the following questions when encountering a problem:

  • What happened?
  • What should have happened?
  • Where did it happen?
  • What are the steps to replicate the problem?