I'm a web developer (who writes code -- not css/designer). I work in an office, but many managers work remotely, hence the heavy reliance on email/IM.
I am starting to notice a trend where people will email me and re-ask a question that has already been explained in detail in a previous email.
I might receive an email/IM from a higher up asking "When can we launch {insert name of new project/feature here}".
I respond to this with an email that details exactly where we are, what's blocking us, who we are waiting on, and what they need to do (or be asked to do) before we can launch. Many of these things are outside of my control and have to be initiated by the manager themselves (setting up bank account for card processing), or the manager has to ask someone else in the company (designer/copywriter/etc...) to do something. I make sure to bullet each "action item", in an attempt to ensure that even a non-technical person could check and see if it's actually done yet without any additional input.
For example (grossly oversimplified):
Q: {client} is getting antsy. When can we launch www.xyz.com?
A:
- I just checked the site and we're still waiting on the client to add their content. You can check this URL periodically to see if it's been done yet. {url here} )
- Before we can launch, we need to contact {upstream provider X} and tell them to set {service Y} to {mode Z}; We cannot accept credit cards til this has been done. You can test this by trying to send a donation; if you get an error it's still not done.
- I have noticed that the mobile navigation menu is cut off when screen width is less than 479px. It's not a show stopper, but {our css guy} will need to fix this.
A few days/weeks might go by, then I will get another email asking the same thing (or asking about an action item that I specifically addressed and explained how to test in a previous email.)
This makes me think they maybe didn't even read it
Another common occurrence is that I'll get a one or two line response, with a question about a single one of the action items I mentioned, and nothing about the others. This lets me know that they did at least see the email -- but often times they will still respond back two weeks later asking the same question they asked before.
This makes me think that they didn't take the time to read the whole thing
Since these people outrank me, I feel like all I can do is pretend that I haven't answered these questions before, and go through the testing process myself, then respond to the email similarly to the first time.
The problem is, I am also expected to maintain/create/deploy new sites using the very codebase that I'm answering these questions about. This is really starting to cut into my development time, especially when I am in-the-zone working on new functionality, only to be interrupted by an IM about something I've answered in a previous email.
I'm not really sure what to do in this scenario. I am trying to think of a way to put into perspective (for the managers) just how much money this costs the company in the long run, but the culture around here is very "let's just get it done!", so I'm afraid that I'll be viewed as "that lazy programmer who thinks that everything is someone else's job."
Maybe I should just stop trying to explain these things via email, and insist on a phone call when there are complex issues that can't be explained with a simple yes or no. I much prefer email/IM though, because phone calls aren't logged and aren't searchable. Although I've never been put on the spot for something falling through the cracks, it does happen (often) and I like the peace of mind of having proof that I addressed a concern with a manager (even if they ignored it).
Has anyone else had this problem? What did you do?