It's month-end and Bill from accounting has emailed you in the Information Support Services department at MCIT about getting his password for the billing system. He's a new employee and he is extremely upset that he has so many different passwords to remember. He has to get into the billing system right now to get a report run for his supervisor. He insists on someone from IT to reply back to him with his password information. Additionally, a coworker overheard Bill (being very disrespectful) discussing the situation over lunch.

Key Points: Think about what the priority is. What information is necessary and what is 'noise'. Think about the main key points. What matters? Is there something here that doesn't matter and/or is a higher priority? Think about what Bill is asking you to do. Is it ethically responsible for you to respond to what Bill is requesting? Think about the priority and what a possible resolution or workaround might look like.

Provide at the minimum five (5) do's and five (5) don'ts relating to what a person should do/not do to handle the communication with Bill to yield a successful outcome.

Add at least three online resources in the self-help section of the document that relates to the situation.