Dear All
We're currently investigating new methods of managing the enquiries we
receive via post, telephone and email. At the moment we use an Access
database to record the basic enquiry details and monitor progress, but this
involves a lot of manual data input, e.g. details of the enquirer, date received,
date replied, etc. The current system also sees us printing out most of our
email enquiries.
We'd like to replace this with an enquiry management system where as much
as possible is done electronically and as much of the data capture as possible
is automated. For example, in an ideal world the EMS would integrate with our
email system, to automatically harvest information from messages received.
We'd also like to be able to scan our hard-copy post and manage this digitally.
I think that there must be systems out there which are up to the job but I
need some help identifying them. So, I'd be really grateful for any advice or
words of warning from repositories that are using (or have considered using)
some form of integrated enquiry management system, whether it's off-the-
shelf or something bespoke. If there isn't anything suitable available, then we
may end up compromising, perhaps using the CALM Enquiries module - does
anyone already use this? Is it any good?
Finally, I'd be interested to hear from any office that regularly scans its
incoming hard-copy post, about how this is managed, both technically and
procedurally.
Thanks in advance.
Geoff
Geoff Edwards
NGRO Project Officer
Glamorgan Record Office
The Glamorgan Building, King Edward VII Avenue
Cathays Park, CARDIFF CF10 3NE
Tel: #44 (0)29 2078 0282 Fax: #44 (0)29 2078 0284
Why not visit our website at: www.Glamro.gov.uk
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