COMMUNICATION
CHANNELS OF COMMUNICATION
VIDEO CALLS AND MESSAGING Video trainings, conference calls, and meetings allow employees from different locations, or those working offsite, to be able to connect and collaborate. MAIL Respond or acknowledge if appropriate by phone or email on the same business day, or if needed by mail, by the end of the business week. Mailboxes for employees are provided at the main office and sites. Check mailboxes daily for packages, letters, and all inter-office mail. SOCIAL MEDIA Social media activity and monitoring by employees should be limited to designated employees. Response and comment removal shall follow guidelines set in social media policies and procedures (links found in the appendix). EMAIL Respond to general emails, internal and external, within 24-48 hours; emails of an urgent matter should be addressed immediately. The best response provides an answer or next steps for the customer to take to get them to a solution, but can include an acknowledgement of receipt, follow-up questions or additional contact info if needed. See pages 18-21 for etiquette and expectations. Listen and respond during the initial conversation and involve the appropriate employees to address the issue. If the situation cannot be resolved immediately, obtain contact information, and share with the customer who will contact them and when. Voicemails need to be responded to day-of or within one business day. FACE-TO-FACE Actively listen and respond with the information you know. Share only accurate information and involve the appropriate employees to address the issue. If the situation cannot be resolved immediately, obtain contact information, and share follow-up steps for employees to reach out to the customer. PHONE
Expectations for Calls and Teams Messaging: Virtual meetings are intended for face-to-face connection Turn your camera on unless stated otherwise by the host. Microphones should remain on mute unless you are the one talking. Messages should be concise and appropriate for work. Messages can be sent to one person or multiple people, but only include those that need to be informed and/or respond.
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