Why Clear Communication with IT Matters
Tech issues are inevitable. But how you report them makes all the difference.
When you communicate problems clearly, your IT team can resolve them faster—saving your business time, money, and stress.
Here’s how Atlanta small businesses can make the most of their IT support.
What to Do Before You Contact IT
Before reaching out, take these quick steps:
- Restart your device – Seriously, it fixes a lot.
- Check cables and Wi-Fi – Make sure things are plugged in and connected.
- Note any error messages – Screenshot or write them down.
- Try to recreate the issue – See if it happens again.
Before contacting IT, restart your device, check your internet, and note any error messages to help speed up troubleshooting.
What to Say When Reporting an Issue
Use the W.I.N. Method to structure your message:
W – What Happened?
Be specific:
- “Outlook won’t open since this morning.”
- “The printer keeps jamming on tray 2.”
I – Impact on Work
Explain how it’s affecting your job:
- “I can’t send invoices today.”
- “I’m unable to access files needed for a client presentation.”
N – Noticed When?
Mention when it started:
- “This began around 9 AM after I updated Windows.”
Example Message That Helps Your IT Team
“Hi, my email (Outlook) won’t open since 9 AM today. I restarted my computer, but no luck. I get a ‘server not available’ message. I need it for sending contracts to clients. Please advise.”
✅ This message tells your IT team exactly:
- What the issue is
- How it affects your work
- When it started
- What you’ve already tried
What NOT to Do
Avoid these common mistakes:
- ❌ “My computer is broken” (Too vague)
- ❌ “Fix this ASAP!” (No context)
- ❌ Multiple emails for the same issue
- ❌ Ignoring updates from the IT team
Use Screenshots & Attachments
A picture is worth 1,000 tickets.
- Screenshot the error
- Attach any relevant files
- Share links that don’t work
Just drag and drop or use snipping tools. Your IT team will love you for it.
Be Patient and Responsive
- IT can’t fix what they can’t see—stay available for follow-up.
- If they ask questions, reply promptly.
- If the issue resolves itself, let them know!
Build a Two-Way Relationship
Good IT support is a partnership:
- Respect their time
- Follow procedures
- Use the right contact channels (ticket system, helpdesk email, etc.)
Over time, your IT team will better understand your systems and can anticipate problems before they grow.
Quick Tips Checklist
- ✅ Restart your device
- ✅ Write down the issue clearly
- ✅ Include how it affects your work
- ✅ Mention when it started
- ✅ Add screenshots or error messages
- ✅ Respond to follow-ups quickly
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Clear, respectful communication helps your IT support team resolve issues faster and more accurately. It’s a win-win for your business.
To learn more about how trueITpros can help your company with IT Support Etiquette: How to Communicate Issues to Your IT Team, contact us at www.trueitpros.com/contact
