Folks at work hate e-mail because it means something is exposed to FOIA. Verbal discussions that aren't recorded cannot be secured via FOIA as the federal FOIA does not require you to create a record to meet a request if it didn't already exist. We're also expected to put the minimum necessary amount of detail in call notes.

My notes generally do reflect what I did to your account if you called, why I did, and cites chapter/verse of the IRM if I had to do something weird. It is a little more than "minimum necessary". Then again, I generally annotate accounts with a view towards potentially having said notes read back to me either in court or before an angry congressional hearing panel.