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Is your department frustrated by an information gap?

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Question: "We work in an office where there is the ministry staff and the support staff. The communication is not good between the two. It seems like the support staff, who do the work and must have the knowledge to answer the phone correctly, are the last ones to know what is going on regarding new projects, changes, hitting deadlines, etc. We could use some suggestions on how to fix this." - Lorene, Office Manager

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{ 4 comments… read them below or add one }

Cathy June 27, 2014 at 3:20 pm

Lorene, I’m one of 3 Admin Assistants in a small business (25 people). I handle the documents going out and am included in the project managers’ meetings held twice a month which keeps me informed of upcoming projects and their deadlines. The Admin who does the majority of the accounting work meets with the boss once a week to keep each other up-to-date. If the ministry staff holds meetings, it could be suggested that one or two of the support staff attend those meetings in order to keep informed of upcoming projects, deadlines, etc.


Ursula B June 25, 2014 at 3:35 pm

You might need to track the phone calls by having the people answering them make a note of the date, time, and problem that happened when someone didn’t have enough information. Then give that collection to a manager so you can prove this is a problem.


Frida June 24, 2014 at 2:25 pm

I suggest that every time one department does anything that affects the other, there’s a meeting called–enough of those meetings and people will start to go out of their way to keep everyone informed.


Greg June 24, 2014 at 8:24 am

This is the kind of thing that comes when people really don’t know what other people do in their jobs, and how important that work is. Cross-training helps, so you begin to see that what you do affects more than you realized.


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