For the “structure long messages” bit, i was taught to use the SCRAP mnemonic:
Situation: x has broken
Complication: dev is on lunch
Resolution: wait for dev to return from lunch and request investigation and thoughts on fix
Actions:
@dev finish lunch;
@teamlead inform @dev when returned from lunch;
@dev investigate problem and report to @teamlead;
@teamlead update @me on progress;
@me inform clients on issue
@me setup meeting to discuss potential fixes with @teamlead & @dev.
Politeness: have a good lunch everyone