On Monday morning, you arrive at work and discover you have an email from your manager, Sara, about a customer service issue. She is worried because one of the company’s most important clients did not receive their shipment. While she acknowledges it isn’t your fault, she needs you to work quickly to resolve the issue. Her email outlines some tasks that must be completed in order to address the problem and fast track the solution:

So last Friday, our client didn’t receive their shipment, and now it’s Monday, making it three days late. We need this problem fixed soon. I need you to email Renee Colon, the client’s executive assistant, right away. Apologize for the delay and let her know we’re fixing this issue, but don’t overdo it. Make sure they know we appreciate their business. Then, contact Accounts Receivable. Have them issue a full refund on the customer’s delivery costs and send confirmation of the refund to them as well. Make sure the client is not charged for the new delivery either. And have Shipping expedite the new shipment and send tracking info to the customer. If you contact both departments by the end of today, Accounts Receivable should be done by Tuesday at the latest, and Shipping should have the package out the door with tracking by Wednesday.

The table below lists the relevant tasks and deadlines that need to be done to accomplish the stated goals.

Goal	Task	Due Date	Status
Inform customer	Email Renee Colon	Monday	To do
Inform relevant departments	Contact Accounts Receivable (AR)	Monday (end of day)	To do
	Contact Shipping	Monday (end of day)	To do
Refund customer	AR issues refund to customer	Tuesday	To do
	AR does not charge for replacement	Tuesday	To do
	AR sends confirmation to customer	Tuesday	To do
Ship replacement package	Package is expedited	Wednesday	To do
	Tracking info sent to customer	Wednesday	To do

 You will draft a message to your colleagues in the Accounts Receivable and Shipping departments about the time frame of each task that clearly identifies who has which task and by what time it needs to be completed. You will need to select an appropriate tool to communicate this message to your colleagues and explain why this would be an effective tool for this purpose.