Scipioni, Carol (author / Information Specialist, Telecommunications Development Center, University of Minnesota)
Format:
Report
Publication Date:
1990-11
Published:
USA
Location:
Agricultural Communications Documentation Center, Funk Library, University of Illinois Box: 86 Document Number: C05626
Notes:
James F. Evans Collection, St Paul, MN : University of Minnesota, Telecommunications Development Center, 1990. 8 p. (TDC Research Report No. 12), The Minnesota Extension Service (MES) had a unique opportunity in 1989 to pilot test a new voice mail system which had just been installed with the University of Minnesota's telephone system. Eighty-six staff members of MES's Educational Development System (EDS) and 25 MES administrators participated in the six-month pilot project. The Telecommunications Development Center (TDC), a research unit of the Minnesota Extension Service, facilitated the pilot project. Baseline, time-series pattern use, and user satisfaction data were receptionist was answering and transferring fewer calls -- allowing this person to work on other tasks -- and the remaining calls to the receptionist were being answered more quickly with fewer calls being abandoned. EDS staff and MES administrators found communications with each other more efficient. Voice mail was viewed as better than answering machines, and the amount of "telephone tag" had been reduced. Voice mail was found to be easy to use, and training and technical support was deemed adequate. Voice mail users said the technology was worth the additional expense and should be implemented throughout MES. The technology was found to be cost-beneficial for the organization.
