Pirates_Ghost

My experience, although it seems to always go against most of the companies I've worked for, is that end users in this day and age have a tendency to return EMAIL faster than any other form.
I would think primarily due to the influx of Email capable equipment these days...

Like I said, the companies I"ve worked for seem to still think this isn't the case, but it's held true for me thus far. (Heck, I don't listen to my VM that fast, why would anyone else?)

At any rate....Your play out of timeing I agree with, with exceptions:

Email (primary)-response (if not out of office) 2hrs.
Phone (land line, not mobile)- respones in 24hrs
pager-response with in 30 mins (most of us have mobile phones, if not...damn well find a payphone, right?)

That's my 2cents.
Cheers

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Chas2002

A few suggestions............

My guess is you're attempting to setup guidelines of accountability....

If so -

Create guidelines for distribution of atypical information. Whereas, Common Courtesy would be typical.......

An example of "atypical" information:

If an employee will be out of the office for the afternoon - then he/she
should;

A. Place an "Out of Office" notice on E-mail. The notice should state where the employee will be, expected return time, and a person/office to contact in case of an emergency.

B. Change the VM personal greeting to indicate the "Out of Office" schedule. "Hello, you've reached John Doe, today is Nov. 20th - I'll be out of the office from 12 noon until the morning of Nov 21st. If this is an emergency contact ________________". You get the drift........

C. Paging - If internally owned - you can forward pages to another pager when the person will be out of the office or unavailable for a certain amount of time....

Response times:

A. I wouldn't place a response time on e-mail - reason: Servers may be down for Maintenance, shift hours may differ, attachments may not open, etc.

B. An average response time for Voicemail - depends on the position and the time of day. If you're at an emergency call center - your VM response time should be minutes - if you're a Benefits employee, then your VM response wouldn't have to be minutes - but should be reasonable and if it's at the end of the normal shift - I wouldn't expect a response until the next day.

C. Response times for pagers should be within the hour (that's been the requirement of my position every time I've carried a pager).

Chas2002

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