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Assess your answering machine etiquetteElectronic telephone answering systems are all too common in schools these

days. They’re easy and fast to set up and are generally less costly than paying the salary of a telephone receptionist. However, easier and faster does not always mean better or more acceptable, no matter how many districts do it. Even when using a high-tech medium to communicate, because we are ultimately communicating with other people, common sense and courtesy are still expected, especially from schools.

As school board members and administrators, you need to monitor how well your answering system works and whether people perceive the image you want to project when they contact your schools. So check out what is happening. Pretend you’re a parent with a question, call the phone number of your school or district and listen to the answering message. From a caller’s perspective, ask:

Î Is the message that greets each caller as clear and concise as possible with a minimum of options? Government agencies and large organizations have a reputation for offering lengthy menu options that seem to specialize in rudeness. Is your message in that category, or can callers easily get to the person in the school or department with whom they want to talk?

Î Is there background music or other noise on the recording that is distracting to the caller and gives the impression that your district or school is unprofessional or unresponsive to the public’s calls? If there is, it should be eliminated.

Î Is there a quick and easy option for a parent or patron to connect with someone who can answer basic questions or direct the call to someone in the correct school or department?

Î Are the answering messages for departments, schools and individual staff short and polite? Do they provide a way to leave a message? Do they tell callers what they need to know if the person is not available to talk with them, such as when the person will be back or who else can help them?

Î Have the district or school leaders made it clear to all staff members that they should check for messages immediately upon returning to their desks from any absence, even a short one, and answer calls that were missed the same day; immediately if possible?

If you have ever had to wait through a long-winded message, you know how annoying it can be. Voice mail or answering machine messages should be short and simple. The caller assumes you’re sorry you missed his or her call without being told. Do not include any personal comments that might offend a caller. And finally, avoid clichés such as “Have a nice day,” A brief message in a pleasant tone will do the job.

The main outgoing message should be recorded by someone with a pleasant, professional-sounding voice. Individual answering messages should be personally recorded in a businesslike but pleasant tone of voice.

Answering systems,

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Leaving messages on voice mail and answering machines: When leaving a message, don’t assume the caller will recognize your voice. State

your name and, when appropriate, the number (with area code) where you can be reached and the name of your agency and your position. Some systems automatically record when you called, but you may want to state the date and time if you feel it is important.

So, when you hear the beep (which means you should start speaking), say your FULL NAME, your FULL PHONE NUMBER and a BRIEF MESSAGE. Speak clearly (no mumbling) and slowly, and keep your message brief. Consider repeating your name and phone number at the end of the message so the listener doesn’t have to repeat the message if he or she missed that information at the first of your message.

Contributed by: Jeanne Magmer, APR, C&M Communications and communications consultant