This call occurred shortly after the department was renamed from IT to Information Services.
Customer: I was just trying to email you but your email address has disappeared from the list.
Me: Don't worry, it's still there. It's in the same place in the global address list as before but it's called Information Service Desk instead now, it's not called IT any more.
Customer: You should really let people know that you've changed name, it really confused me.
Me: An email was sent out the other week to all staff to let people know that the department was changing name.
Customer: Well, nobody reads those emails!