1998 AGN FEB 03 I01 - Laserfiche WebLink

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DRAFT Number J�dtiictiue Date Subject: Effective Use of Voice Authority Mail by City Departments City Manager PURPOSE: To establish guidelines for the effective use of voice mail by City departments that will in turn enhance customer service. SCOPE: The policy outlines procedures that ensure voice mail systems are used in such a manner that takes full advantage of the benefits of this technology to enhance customer service, while avoiding pitfalls that can result from its misuse. This Policy applies to all City departments. POLICY: 1. The telephone number listed in local directories for each department should be answered during normal business hours by an assigned person, if practical, without the intervention of a voice mail recording. During absences of the assigned person, the telephone should be programmed to be answered by another individual within the same department. Additionally, department managers may designate other key personnel and/or critical functions within their organizations where this rule should apply. 2. Generally, City employees should respond to incoming telephone calls when they are at their place of work unless they are conducting a meeting of business, or cannot be disturbed for some another reason of higher priority than receiving incoming calls. The voice mail system is a tool to enhance customer service, not a mechanism employed to audit or screen incoming telephone calls. 3. Regular checking of and reply to voice mail messages are established by this Policy. Responses within a four hour period are preferred, but should not exceed twenty-four (24) hours, exclusive of weekends and holidays. Voice mail users who are to be away from their place of work for longer than one business day must divert their voice mail to another staff member.