Notes Notes Notes
Entering Notes
We refer to our office setup as a “virtual office”. As such, we can’t just tap the shoulder of the person seated next to us to ask a question or pass a note. This can have its challenges, however, we balance this with the fact we can all work from home offices and the advantages of that are many. I’m going to touch on how we do communicate using STARS and other tools that can really be better than all facing one another in an office.
Instant Messaging – All users are logged into their own personal email through the Firefox browser. We have a group chat window which is used for the purpose of communicating with all dispatchers. If you have a message for an individual you can also send them a private chat.
8×8 Messaging – This is another instant message system we get with the 8×8 phone system. It does not have group chat capability but it is a good tool for one on one communication.
Load Notes – At the bottom of every load are the ‘load notes’. These are the comments that a user types in to explain what is happening on the load. The system will automatically time/date stamp and add the users initials. So the user can concentrate only on the note itself. Keep these things in mind when typing notes.
- Keep comments short but descriptive.
- We don’t check spelling! Abbreviate when necessary and often.
- NO PRONOUNS! Use names instead. “I spoke with him and his dispatcher said it was ok but her boss was not available.” This is not clear, so try this. “I spoke with John, driver, and Susan, his dispatcher said that Tom, Susan’s boss, was not available.
- Enter notes often and after any call regarding load status, or communication with principal parties like driver, customer, shipper, consignee, etc.
- If you are out of the office your notes need to tell the next person what is going on with the load!
Customer Notes – Anytime you speak with a customer and certainly on a sales call make a note of what was discussed. If you learned something valuable you need to record it. It’s extremely difficult to remember all the people and companies involved in our business and industry. Make the notes for yourself and others to use.
Driver Notes – If you have called a driver to discuss load options etc make a note. This allows all other dispatchers know that someone has spoken to him and what the status was at the time. Review the time/date stamps on loads. If the driver hasn’t been talk to in a couple days or more, then his situation has likely changed.
