RIT Messenger System Training: Making the RIT Messenger System Work For You

"First introduced in 1987, voicemail has pervaded the workplace. Both callers and those they call have accepted it as a normal part of their work routine, and evolved with the change. A variety of recent surveys (by Casio PhoneMate as reported in USA Today; by Comm Core Consulting Group with the Electronic Messaging Association and the Council of Communication Management) have explored the impact voicemail and email have had on workers. These studies report workers receive numerous voicemail messages on a daily basis. Workers have adapted their schedules to deal with the expectation they can be reached at any time; 40% check their voicemail messages when they are not working, many make additional use of cell phones and pagers to help them manage the incoming flow of information. And even voicemail is not enough - new technologies coming into vogue transfer calls or messages into a number of formats, tracking message recipients down almost instantaneously by email cell phone or pager, regardless of location.

Voicemail and email can be useful tools for communicating with busy people. These tools, when used correctly, allow users to trade information accurately and efficiently. As in any communications forum, good manners and techniques can help strengthen relationships, while poor skills - like leaving long, rambling messages on voicemail or using the Reply to All function to send information to uninterested parties - can prevent information from reaching its intended audience. When using electronic messaging tools to build relationships, it is extremely important to consider the audience and the demands for its time. Your voicemail may be one of 15-20 messages a person listens to at one time; your email may be one of hundreds in someone's in-box. Show your audience you understand that their time and attention are valuable. Respect that by keeping your messages concise, friendly and meaningful, and you will better your chances of a response."

- Andrew Gilman, Comm Core Consulting Group, Messaging Magazine, May/June 1999

Incorporating the RIT Messenger System will mean that some of our campus subscribers will have the opportunity to change the way they are communicating within their jobs. The addition of voice/TTY messaging will allow people to transact several important calls with a single telephone call. They will be able to answer a message, transfer a message to a more appropriate subscriber, or to send a voice message to a distribution list. This will be another step in providing excellent customer service and timely responses to inquiries. Here are some tips for utilizing this system to it fullest:

Preparing Your Own Messages

  • Leave short voice/TTY mail greetings that let callers know where you'll be, when you'll be back, when they can call you again and whom they can contact in an emergency. If possible, change your message daily.
  • Update your greeting regularly. Callers like to know whether you're available to return your calls within a certain time period or if you'll be out of the office for a few days.
  • Keep greetings brief, but precise; people prefer greetings that quickly provide information about access to you or an alternative answering point.
  • Check your messages often, every two or three hours is about right. And return those calls. People do expect to hear from you.
  • Let your callers know about the RIT Messenger system. Tell your regular callers about your system and how to use it by urging them to leave messages to eliminate phone tag. Always ask them to tell you when it's convenient to return their call.

Returning Messages

  • If the caller is also a subscriber to the RIT Messenger System, respond by leaving a message in their mailbox they can retrieve at their convenience. Within the system, you can return the call directly to a mailbox by dialing 5- 8500 and following the prompts to specify the individual.
  • Return calls on a regular basis and people will begin to trust leaving you messages. A timely response is of the utmost importance for this system to truly work effectively.
  • Clear your mailboxes and delete messages regularly to make room for new messages.
  • If you have mail messaging or an answering machine, let it take your messages during specific times of the day so you can concentrate on other tasks. This is a satisfactory, temporary measure. Some return calls are informational only. This is an ideal use for voice mail or an answering machine because it cuts down many informational interruptions throughout your working day and allows you the time necessary to continue your train of thought.

Leaving Messages in Mailboxes

  • Be prepared to leave a detailed message. Plan what you want to say before you call. Speak clearly and slowly.
  • If you are asking for information, leave a concise message explaining your request. This allows the person that you've called to have full and complete information when they call you back.
  • Mention your name and number at the beginning and end of message. By beginning and ending with your name and telephone number, it isn't necessary for the person to replay the message

Auto Dialing Instructions

The Auto Dial Feature provides easy dialing of frequently called numbers from multi-line telephones only. Those with multi-line sets who want to get into the system without dialing the original access code of 5-7878 can use the current auto dial feature to make one of the blank auto dial buttons the RIT Messenger System access information. Instructions follow:

To program and store one telephone number per button:

  1. Lift handset (hear dial tone).
  2. Dial *0 (hear confirmation tone).
  3. Press blank AD button.
  4. Dial the number you want to store (include the 9 for off-campus numbers).
  5. Press AD button.
  6. Press the # sign.

* To change a stored number, reprogram over the existing stored number.

To access RIT Messenger using the Auto Dial Button:

  1. Lift handset (hear dial tone).
  2. Press AD button - system dials the stored number.
  3. Begin message retrieval.

 

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Getting Assistance

For problems with telecommunications or network performance, connections or other related issues/questions should be directed to the ITS Service Desk 5-5800 and 5-2810 (TTY)