I think every exchange admin has come across this issue in which users complain that they can’t find the new staff in the Outlook address book. There are a number of solutions like instructing the user to use OWA or Outlook online mode if it is really urgent, downloading the address book (after the server has updated it) etc.
But, a simple solution that I have come across for the issue is to instruct users to select “All Users” from the address book. This will force Outlook to get real time data from the server and the user will be able to find the new staff.
Let me explain with an example. I have created a few test users – Test user 2 to 5. I have already created “test user one” a few days ago and hence the Outlook client can see it in the GAL. But, my new test users are missing from the GAL.
In order to find the newly created users, select “All Users”. And there it is, all my test users!
Wish I knew this in my support days