So, I ran into an issue today. Generally, when I'm emailing someone to remind them that they've done something incorrectly, I limit the scope to them, their manager1, and my manager. I try to be courteous and not broadcast that they screwed up. I'm not in a position to take any action against them and if it's bad enough their manager can decide what to do with it (99 times out of 100 it should just be dismissed as "Oh well", and usually is).
So over the weekend I received an email on Saturday and hadn't responded (in our company it's perfectly acceptable to not check your email on your off hours, if it's really important our cell phones are available in the company directory) by Sunday. The individual with the email resent it Sunday morning, and then again this (Monday) morning and this time attached several people above both of us in the food chain. He also indicated that I had been ignoring him.
You can probably guess by now, his original issue is between the keyboard and the chair, and has nothing to do with the software he was working with. I'd like to gently remind him of this, but if I do my usual closed scope, it will look to the cadre of Imperial Bosses that got cc'd on the damn thing that I'm not doing anything on my end. How can I defuse this situation before it escalates (further) ?
1 - When working with other teams, it's company policy that the team manager be CC'd to keep them abreast of what's going on.