[Web4lib] How to handle emails to staff from public computers

[Hindin, Simone]

We have a generic email address for the library which goes to a shared
inbox which is used by in house call-centre librarians (FingerTip
Library). Most of our forms also go to them and then they sort out who
is the appropriate person or team to send it on to. All phone calls also
go to them and they also man our virtual reference service LiveOnline.

It means that all enquiries receive a consistent level of service which
we think is quite important. And it means that when people change jobs
we don't have to change addresses on the web site as the addresses are
role related.

Our specialist reference teams also work from shared mailboxes as do
most teams (like the web team) which means that if one person in a team
is away the email doesn't get left until they get back as someone else
in the team can take responsibility for it.


Simone Hindin
Digital Library Services
Christchurch City Libraries
03 941 7850
libwebteam at ccc.govt.nz
http://library.christchurch.org.nz/ 

-----Original Message-----
From: web4lib-bounces at webjunction.org
[mailto:web4lib-bounces at webjunction.org] On Behalf Of SUSAN HANSEN
Sent: Thursday, 26 October 2006 10:21 am
To: web4lib at webjunction.org
Subject: [Web4lib] How to handle emails to staff from public computers

We have pretty locked down stations for our public access
homepage/catalog pages and they don't have any kind of email client
installed.  Patrons are frustrated when they want to send an email to us
from one of our stations. 

One option is to create a form for each of the 20+ email addresses
(contact us) we provide on our site for the public to use in contacting
a specific staff/department.  Any suggestions how you would handle this?
I'd rather have them go directly to an area rather than one person
getting the emails and forwarding them appropriately. Thanks for your
help!!

Susan Hansen, MA, CIRS,
Librarian
Rochester Public Library
101 2nd Street SE
Rochester MN  55904-3776

susan at rochester.lib.mn.us
www.rochesterpubliclibrary.org
Aim & Yahoo screenname: RPLmnInfo  MSN: reference at rochester.lib.mn.us

office phone: 507.285.8002
fax: 507.287.1910


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