Deciding what to do with a confusing message

The situation

They received a message that was hard to understand, it was about a problem that had happened before and was now mentioned again, the person who sent it had also given wrong information earlier. The message was part of a conversation that had been looked at to see if any actions were needed. They had to figure out if they should do something about the message or just keep it as background information. The problem mentioned was something that had been dealt with in a similar way before. They were not sure if the message required them to take any new steps.

What they weighed

• Act on the message and verify the result

• Keep it as context when no action is called for

  Chosen

What they decided

Keep it as context when no action is called for

Why

The message was talking about a problem that had been handled in a similar way before, and a review of the conversation confirmed that no new action was needed. The person who sent the message had also given incorrect information, which made it less clear what to do. But since the issue was already known and had been dealt with, they decided not to take any new steps. They just kept the message as background information because it did not require any new actions to be taken.

The first step

Nothing to carry out, the message was kept as context

How they would know it worked

No new tasks or questions came from this message

How it turned out

Not known yet. The result is added here when it comes in.