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Briefing the Service Desk


Rules, procedures, notifications fall on the Service Desk staff like rain.
It is worth noting at this point that email is not communication. Nor are any of the digital buckets such as folders, portals, document management systems, knowledge-bases, or wikis. Proper communication is not a one-way push.
There is a two-phase confirmation in Real Communication. This is most effectively done with an unfashionable technique known as “talking”.
Regular staff meetings with group discussion and informational briefings are essential[for] the Service Desk

Introduction to Real ITSM page 61

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