VOICE MAIL
The Libraries receive a large number of telephone calls from both internal (library staff) and external customers. As the volume of these calls has increased, so has our reliance upon voice mail (audex). Voice mail can function as an effective means for storing and retrieving messages, but, for callers, voice mail is increasingly becoming a source of frustration. Callers often believe that voice mail is being used to screen or avoid taking incoming calls and are left with the impression that their needs are viewed as incidental.
As a service organization we are well aware that the needs of our patrons are our primary concern and that prompt attention to the needs of our colleagues, our internal customers, can help reduce needless and costly delays. Therefore, it is the Libraries policy that incoming calls be answered as they arrive. While there may be good reasons for not taking calls as they come in (ie. you are out of the office, in a meeting or on another line), those exceptions should be kept to a minimum. Questions concerning the appropriateness of allowing calls to roll-over to voice mail should be referred to the unit supervisor. Whenever possible, supervisors should strive to enable callers during business hours to talk to a human being.
Consistent with the intent of this policy, staff are encouraged to take advantage of "call forwarding" when they are not available or to offer to callers, in their voice mail greetings, the option of calling another number where someone else would be available. Such a minimum investment of our time and energies will improve our communications with each other as well as improving our relations with our external clients.
ADMINISTRATIVE MEMO # 24
Effective October 26, 1994Supersedes none
Suggested revisions to any Administrative Memo should be addressed to the Assistant Dean for Administrative Services.
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