hello all,
As part of our new website redesign (see http://bmag-guide.fatelvis.mixture.io/ for a sneak peak) I need to tackle how the public get in touch with us. Do any of you manage lots of email well and if so how? For example do you use a ticketing system to ID every email with a unique ID?
I have outlined my initial thoughts below:
* The general contact form should have a list of options e.g. venue hire enquires, to help filter email to the right team
* All incoming email should be routed through 1 primary shared email/ticketing tool which may have filters based on the subject title (see above point)
* Routing all email enables us to get a true sense of the email traffic volume - currently we have no idea of the amount of email as it mostly goes to individuals
* Setup a small number of shared email boxes so ALL of that team can see incoming, awaiting responses, answered. This reduces dependency on 1 member of staff and gives everyone the chance to share the workload
* Should we have an SLA internally to ensure all enquires are answered within 1 working day etc
* Could a similar system work for telephones?
Any help either on the list or to [log in to unmask] very welcome
Zak Mensah
Digital Manager
Bristol Museums, Galleries & Archives
0777 522 7272
0117 9223606
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