Last Updated on September 25, 2025 by Melissa Lazaro

Automating Participant Communications to Meet ISO/IEC 17043

If you’ve ever run a proficiency testing (PT) scheme, you know this: communication with participants is one of the most overlooked—and most critical—parts of the entire process.

I’ve worked with PT providers across calibration labs, food testing, clinical diagnostics, and environmental sectors, and I’ve seen it happen again and again. Labs get the technical side right—test items, evaluations, reports—but drop the ball on communication. And when that happens, participants miss deadlines, misunderstand instructions, or lose confidence in the program.

Worse? Nonconformities show up in ISO/IEC 17043 assessments because emails weren’t logged or messages weren’t traceable.

So, what’s the fix? Automation.

In this article, I’ll show you exactly how to automate your participant communications in a way that meets ISO/IEC 17043 requirements, saves your team time, and improves participant experience—without giving up control.

Why Communication Is a Big Deal in ISO/IEC 17043

Participants aren’t mind readers—and assessors aren’t either

ISO/IEC 17043:2023, especially in Clause 7.9, is clear: you must ensure timely, clear, and traceable communication with participants throughout the PT process.

What does that mean in practice? It means:

• Participants get instructions before the scheme starts
• Updates and reminders go out during the testing period
• Results, scores, and any corrective actions are communicated after the scheme concludes
• You can prove it all happened

Example:
I supported a PT provider last year who got a nonconformity because they couldn’t prove participants had been told about the submission deadline. The email was sent from a personal inbox—no logs, no read receipts, no backup.

That’s a simple thing to fix—and automation helps you avoid it altogether.

Key Communication Touchpoints You Can Automate

To meet ISO/IEC 17043 requirements and make life easier, map out your full PT lifecycle. Most PT schemes have at least 10–12 key communication points:

Before the scheme starts:

• Registration confirmation
• Pre-dispatch instructions
• Payment reminders (if applicable)

During the scheme:

• Shipping notifications
• Instructions for use
• Testing period reminders
• Submission deadline alerts

After the scheme:

• Receipt acknowledgment
• Preliminary result confirmation
• Final report delivery
• Feedback or complaints request
• Performance summaries or follow-up advice

Example:
One environmental PT provider I worked with identified 12 communication events in their annual nitrate testing program. After mapping those, they automated 9 of them using scheduled emails and a simple CRM plugin.

The result? Fewer missed deadlines, faster report delivery, and less staff stress.

What You Need to Track and Store

Automation is helpful—but compliance is non-negotiable. ISO/IEC 17043 doesn’t just expect you to communicate. It expects you to prove you did it and show what you said.

Here’s what should be documented:

1. Message content

What exactly was sent—e.g., shipping notice, result interpretation, corrective action guidance.

2. Date and time sent

Audit trails matter. Whether it was sent at 9:03 AM or 4:55 PM could matter in a dispute.

3. Delivery confirmation

Did the participant receive it? Tools like Outlook, Gmail, and CRMs can show this.

4. Participant responses or questions

Did someone call asking for clarification? Log it. Did someone confirm they received the test items? Save it.

Example:
One PT provider in the Middle East used an Outlook inbox rule that copied every participant email into a shared folder, labeled by scheme. They passed their audit with zero findings on communication traceability.

Tools You Can Use to Automate PT Communications

Let’s make this practical. Here are the tools I’ve seen labs successfully use—many of which are low-cost or free:

Email automation platforms:

• Mailchimp, Brevo, or Moosend for branded and timed emails
• Outlook templates + scheduling for smaller labs
• Gmail + extensions like Mixmax or Mailtrack for read receipts and reminders

Participant tracking and CRMs:

• Airtable (with email automations)
• Zoho CRM or HubSpot for larger programs
• Custom Excel sheets linked with Outlook through macros or plugins

Secure portals:

• Google Drive + shared folders (with permissions)
• Secure portals through LIMS or PT management systems
• SharePoint or Dropbox for Business

Automation tools:

• Zapier to connect forms, email, spreadsheets, and reminders
• Google Calendar + Google Scripts for timeline-based alerts

Example:
A calibration PT provider used Google Sheets for registration, linked to Gmail via Zapier to trigger emails automatically when participants were marked “confirmed.” It took two hours to set up—and saved days of manual work per scheme.

Balance Automation with Human Oversight

Automation is great—but it doesn’t replace judgment.

Here’s how to decide what to automate and what to handle personally:

Automate:

• Standard messages (e.g., “Thank you for registering”)
• Routine reminders (e.g., “Result submission closes in 3 days”)
• Shipping alerts and test instructions

Keep manual:

• Complaints or queries about performance
• Requests for deadline extensions
• Anything related to incorrect results or follow-up investigations

Bonus Tip:
Always review automated messages before launching a new PT round. Typos, wrong dates, or broken links happen more often than you’d think—and participants notice.

Pro Tips for Smarter Communication Systems

Use a shared PT calendar with automated reminders.
Mark every deadline, shipping date, and reporting window. Sync it with your communication tools to trigger messages on time.

Version-control your templates.
Treat every email template like a quality document. Save with version numbers and review annually.

Set up alerts for delivery failures.
Configure your email system or CRM to flag bounce-backs and errors. Missing emails = missing results.

Send feedback forms automatically.
After final reports go out, trigger a short survey. It’s a great source of improvement data—and assessors love seeing that you’re listening.

Common Mistakes (and How to Avoid Them)

Relying on personal email accounts

If your communications live in one person’s inbox, they’re not traceable—and they walk out the door when that person leaves.

Fix: Use shared inboxes or central communication systems.

Not backing up old templates

Many PT providers reuse old messages—but forget to archive what was actually sent. If you’re ever asked what was communicated in April 2023, can you prove it?

Fix: Keep copies of every message by scheme and year.

Sending without confirmation

Sending isn’t enough. You need to know if it was received—and ideally read.

Fix: Use tools with read receipts, delivery logs, or participant acknowledgment fields.

Over-automating everything

Automation is helpful, but it still needs oversight. I’ve seen a provider accidentally send a “submission closed” message before items were even shipped—because the system was triggered by the wrong calendar date.

Fix: Review everything before each round. Human eyes + automation = success.

FAQs

Can I use Gmail or Outlook to manage participant communication?
Yes—if you set it up right. Use folders, templates, labels, and backup systems. Personal inboxes alone aren’t compliant.

Is communication part of my QMS under ISO/IEC 17043?
Absolutely. It supports Clauses 7.9 (Participant Information), 8.4 (Control of Records), and even 7.11 (Feedback and Complaints).

Do I need to track phone calls or WhatsApp messages too?
Yes—if those messages contain relevant info (like result clarifications, shipping issues, or instructions). Summarize them in your communication log or PT record.

Clear Communication = Confident Compliance

Automating your participant communications isn’t just a tech upgrade—it’s a compliance upgrade.

You’ll reduce manual errors, create reliable records, and make it easier for assessors to follow your process. More importantly, your participants will feel more supported and less confused—and that’s a win for everyone.

Want to get started fast? I’ve created a free PT Communication Tracker Template you can download to map and track every email, reminder, and message across your PT cycle.

Need help building a communication workflow for your lab? Let’s talk.

You can automate PT communication—and still keep it human, clear, and fully compliant.