Step by step
Create one chronological record
Use a table with date, channel, organisation, person, reference, summary, promised action and deadline.
Write notes immediately
Distinguish exact words, your summary and unresolved questions. Record incoming and outgoing calls, messages and letters.
Attach evidence by reference
Name screenshots, photos, bills and letters consistently and link each one to the relevant log entry. Keep originals.
Drive the next action
At the end of each entry, state who must act, what they must do and when you will follow up.
Ready-to-use checklist
- Dates and times recorded
- Names and reference numbers captured
- Facts separated from interpretation
- Evidence files linked
- Promises and deadlines explicit
- Next follow-up scheduled
Common problems
A caller refuses to give a surname
Record the first name, team, time, number called and case reference; ask for written confirmation of the decision.
Different staff give different answers
Quote the earlier reference and ask for the current official position in writing and the escalation route.