1. Use a telephone voicemail system
Handout 5: Using a voic system

2. Why do organisations use answering machines?
To take calls
out of hours
during busy periods
when there are not enough people to take all of the calls
when employees are away
from their desks.

3. Check the machine regularly for messages.
Checking for messages
Check the machine regularly for messages.
Write or type out each message separately.
Note the date and time of the message.
Pass on messages promptly.
Follow guidelines for deleting messages.
It is important to check the answerphone or voic system for messages as a matter of priority as colleagues may be waiting for the information or may have to change their plans as a result.
Transcribe each message separately according to your organisation’s preferred method – eg on to message pads or s – and pass on promptly.
Make sure you note down the date and time the message was left on the machine.
Your organisation is likely to have guidelines for the deleting of messages once they are transcribed.

4. your name, organisation and telephone number
Leaving a message
State clearly:
who the message is for
your name, organisation and telephone number
the message or what you want the recipient to do.
When making a call you should always be prepared for the fact that you may have to leave a message, to avoid having to redial by being caught by surprise and not being ready.

5. Example message to leave
Hello, this is a message for Juliet Brown. My name is Peter Baker of Lakely Limited. Please would you call me back on regarding your order for copier paper. Thank you.
Although voic systems usually record the date and time of the message, it is good practice to state this if the message is important or urgent.

6. Recording an outgoing message
Draft the message in writing
Information to include:
name of organisation, department or employee’s name
apology
invitation to leave a message
thanks for the call.
If you have to set up the outgoing message for an answerphone or voic system, draft the message first in writing and practise reading it aloud.
The information to be recorded needs to announce the destination the caller has reached (organisation or department/individual), apologies that there is no one to take their call personally and invite them to leave a message.
If the recorded message is for the organisation to use out of hours, it may also announce the normal office hours and perhaps redirect the caller to another source of information, eg a website.
It is correct to conclude the recording by thanking the caller for their call.

7. Example outgoing message
Hello, you have reached Susan White’s phone at Barrowby and Sons. I’m sorry I’m not available to take your call, but please leave your name and number and a brief message so that I can call you back. Thank you.

8. Keep the system up to date
Ensure the equipment’s date and time are accurately set.
Check that the information in outgoing recordings is up to date, eg
telephone numbers
reasons for absence
other information.
It is important to ensure that the answerphone has the correct date and accurate time set – use the manufacturer’s instructions to do this if it is not automatically set – so that you know when the message was received.
Information that needs to be checked for accuracy:
Telephone numbers – eg an extension number may have changed.
Reasons for absence – eg if the message states that the person is out of the office until a certain date.
Other information – eg website address or opening hours.

9. Questions?