I work in IT and people have a tendency to call you and talk about issues they have or things they've experienced rather than put it in an email that can be tracked so if something is actually their fault, it can't come back to them. When I know someone is doing that, I send a follow up email with as per our discussion and outline the issue and and explain what happened and how it was actually their fault or that they didn't do their job. Politely, mind you, and I don't CC their boss or BCC anyone unless they really pissed me off or are rude, but I like to cover my tracks in case there's a repeat incident. I've had people change up their story later and blame me for things and I can't disprove it because it was a phone conversation he said/she said and when you're up against a Dean or VP, you almost never win. Even with data to back it up, you almost never win, but at least my boss knows what happened because I have the email as evidence.
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