What's the best way to tell your network users and stakeholders about troubleshooting results?

1 Use clear and concise language

When you report your troubleshooting results, avoid using jargon, acronyms, or technical terms that your audience may not be familiar with. Instead, use clear and concise language that explains the problem, the solution, and the impact in simple terms. For example, instead of saying "We detected a DNS misconfiguration that caused intermittent connectivity issues for some users", you could say "We found and fixed a problem with the system that translates website names into addresses. This problem made some websites load slowly or not at all for some users".

3 Choose the appropriate format and channel

Depending on the nature and urgency of the issue, you may need to use different formats and channels to communicate your troubleshooting results. For instance, a phone call or text message may be necessary for urgent or critical issues, while an email or memo could be used for routine or minor issues. For complex or significant issues that involve multiple stakeholders, a presentation or report might be more suitable. Additionally, it’s important to consider the preferences and expectations of your audience and adjust your message accordingly; some users may prefer a summary or bullet point list while others might want a full report or demonstration.

4 Invite feedback and follow-up

Finally, you should invite feedback and follow-up from your network users and stakeholders after you communicate your troubleshooting results. This will help to confirm that they received and understood your message, address any questions or concerns they may have, evaluate the effectiveness and satisfaction of your troubleshooting service, and identify any gaps or areas for improvement in your troubleshooting process or communication skills. To do this, you can end your message with a call to action or a question, provide your contact information and availability, send a survey or questionnaire, or schedule a meeting or call. With these tips in mind, you can tell your network users and stakeholders about troubleshooting results in a way that builds trust, rapport, and collaboration.