I've been facing a recurring issue at work where senior engineers often overlook my notes and jump to conclusions about the problems I'm documenting. It's been really frustrating because it feels like no matter how thorough I am, my input isn't being considered or respected. For example, one time I reported that users needed certain extensions to go directly to voicemail. Instead of addressing that need, a senior engineer implemented a fix that completely shut down inbound calls for those extensions instead. In another instance, I set up a script to notify me when jobs weren't restarted on a server, and when I mentioned this to my manager, he just asked me to get rid of it after forgetting to restart the jobs himself. I really want to know how I can effectively communicate my findings to ensure they're taken seriously. Am I crazy for feeling this way? I'm looking for advice on how to improve this situation.
4 Answers
It sounds like the key issue is that sometimes techs just don't read the notes, and they might not realize how their lack of attention impacts the overall workflow. I would suggest making your notes as user-friendly as possible. For example, if you can highlight crucial points or ask straightforward questions rather than leaving it open-ended, it might grab their attention more. Also, involving managers could help. If your notes go ignored and lead to mistakes, that's something they should know about.
Exactly! A clear structure can really help convey urgency or importance. Sometimes just a simple format tweak can make a difference.
I think you're observing human nature at play here. Frustrating as it is, some senior engineers get caught up in their own world and don't really engage with notes on tickets. When you can, try to follow up directly if you feel a ticket hasn't been handled correctly based on your notes. Just make sure to do it in a constructive way—everyone can be better at communication, including them!
Right, following up with a respectful tone can make a big difference. It's about maintaining good team dynamics.
Absolutely! A gentle nudge can remind them you're a team and all working towards the same goal.
Engaging with management sounds effective, but it could also work to create a culture where everyone shares their insights openly. Maybe suggest regular team reviews or discussions about how to better document issues and outcomes. This way, everyone can share their perspectives and improve as a unit.
Love this idea! Team discussions can really foster a sense of collaboration and responsibility.
Great suggestion! Team reviews can highlight how everyone contributes and improve overall communication.
Sometimes I think it’s just a symptom of being busy. Techs can definitely burn out from the constant stream of tickets they have to deal with, leading to what I call "escalation fatigue." It might not be personal; you could try to put the most important info at the top of your notes to make sure it's seen.
That’s a solid strategy—front-load your notes with key points! It could help cut through the noise.
For sure! A busy mind might overlook details, but if you're concise and clear right at the start, it might catch their attention.
I agree! Sometimes making it easy to digest goes a long way. Maybe bullet points or summarizing your key points at the beginning of your note could help!