Strategic Communications Project

This paper is a written proposal for a customer support Email function in a customer

service project

Luis Carpenter

Strayer University

December 2017

Martha Stuart, PhD

COM510 Business Communications

October 28th, 2017

FALL 2017

TABLE OF CONTENTS

Contents

PART 1 __________________________________________________________________________ 1

Introduction _______________________________________________________________________ 1

Statement of Problem _______________________________________________________________ 2

Objectives ________________________________________________________________________ 3

Plan of Action _____________________________________________________________________ 4

Conclusion _______________________________________________________________________ 5

PART 2 __________________________________________________________________________ 6

Channel and Style __________________________________________________________________ 6

Use Feedback to Refine Your Communication ____________________________________________ 6

STRATEGIC COMMUNICATIONS PROJECT

PART 1

Introduction

In the business world we deal with emails every day. It has become the main method to

communicate when information needs to be sent quickly. For our helpdesk system the same is

absolutely true. Customers who need help may send a quick email request for assistance rather

than use a separate helpdesk system and they should be able to. When our helpdesk

technicians deal with just a handful of emails a day, email works just fine. It’s easy to quickly

respond and keep track of the requests; however at the helpdesk, there a periods of time when

there may be up to a thousand users getting in the system at once. This easily turns into a

situation where a single technician may receive over 50 emails a day. Talk about being in front

of the fire hose! Managing the emails then becomes a difficult task. Here are a few reasons for

this email overload that any user of an email can identify with:

1. Technicians have to sort through a shared inbox to find the emails that are support

requests.

This means technicians have to sort and remember the email tickets that the team has