Taking A Message
What to capture on every message, where it goes, and the privacy rule that comes with it.
Purpose
Any time a caller or visitor leaves something for an employee or a manager, it's on you to capture it accurately and make sure it reaches them. A message that's half-written or left in the wrong spot never really got delivered.
What Every Message Needs
Write down all six pieces, every time:
- Name of the caller
- Date and time called
- Reason for calling
- Action needed
- Contact information
- Your name or initials
Skipping any of these leaves the recipient guessing, and guessing wastes everyone's time.
Where It Goes
Hand the message directly to the recipient, or put it in the designated area used at your facility. Whichever you use, be clear on where that is, so the recipient sees it instead of having to go looking for it.
How do I verify a message actually reached the right person?
Keep a note for yourself alongside the one you handed off or filed. That note is your own record that the message was received and that whatever action was needed got taken, so you're not left wondering later.
The Privacy Rule
Never give out a staff member's location, personal contact information, or shift schedule to anyone without that staff member's consent, no matter how reasonable the request sounds. That includes the residence of anyone who lives on the property. Protecting that information is part of taking the message correctly, not a separate courtesy.
Where This Connects
Messages taken over the phone follow the tone set in Greetings/Telephone Etiquette and Scripts. The habits behind writing one down correctly connect to the same standard covered in Checklists.