City of Durham Phone Guidelines

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The following are examples of how employees should set up their City voicemail messages:

Example Departmental Greeting


“Thank you for calling the City of Durham. You have reached the (department or office name). Our office hours are from XX a.m. to XX p.m. Monday through Friday. If you know your party’s extension, press it at any time. Otherwise please choose from the following options.”

Note:

The departmental greeting may be modified to reflect specific directions for the caller to follow in order to reach the departmental directory, a specific extension, or the receptionist.

Example Individual Out-of-Office Greeting


“Thank you for calling the City of Durham. You have reached (state your name), in the (state the name of your department or office) Department. Currently I’m out of the office and will return on (state date of return). Please leave your name, number, and a brief message, and I will return your call on (repeat date of return). If you need immediate assistance, please contact (name and phone number). Thank you.”

Example Do-Not-Disturb Greeting


“Thank you for calling the City of Durham. You have reached (state your name), in the (state the name of your department or office) Department. Currently I’m in the office, but unable to take your call at this time. Please leave your name, number, and a brief message, and I will return your call as soon as possible. Thank you.”

Note:

You can also use the Do-Not-Disturb Greeting when you are out of the office on vacation, for training, etc.

Example Busy Greeting


“Thank you for calling the City of Durham. You have reached (state your name), in the (state the name of your department or office) Department. Currently I’m on another call. Please leave your name, number, and a brief message, and I will return your call as soon as possible. Thank you.”


Example No-Answer Greeting


“Thank you for calling the City of Durham. You have reached (state your name), in the (state the name of your department or office) Department. I am unable to take your call at this time. Please leave your name, number, and a brief message, and I will return your call as soon as possible. Thank you.”

Example Mobile Phone Greeting


“Thank you for calling the City of Durham. You have reached the mobile phone of (state your name) in the (state the name of your department or office) Department. I am unable to take your call at this time. Please leave your name, number, and a brief message, and I will return your call as soon as possible. Thank you.”

Remember that stating any other information in your voicemail messages(s) is a reflection of the City. Personal additions to the message(s) are not permitted. This includes, but is not limited to, scripture, sayings, poetry, personal social media pages, and any sort of quote. The only other information that may be included in your voicemail message(s) is department-specific taglines, such as “Play more with DPR.”

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First and foremost, always be cognizant about when and where it is an appropriate time to send a text message. Doing so during meetings, while on the phone with another person, or during activities where your attention is expected is inconsiderate and unprofessional.

Many of the concepts that apply to email also apply to other text messaging platforms, including, iPhones, iPads, etc.
  •    Practice communicating briefly and succinctly. Texting is meant for brief communications.
  •    The texting environment does not excuse rude or terse responses.
  •    If a topic is long-winded or complicated, consider making a phone call or having a face-to-face meeting to discuss the topic further.
  •    Anything that cannot be communicated effectively in short blurbs should be discussed via regular email or telephone to avoid confusion and possible misunderstandings.
  •    Use texting for non-critical topics or informational briefs. Texting is not the place for serious topics nor for emotional or confrontational issues. Certain topics and situations may require face-to-face meetings or a telephone call.
  •    Although texting is by nature a more casual environment, keep in mind the quality of your messages will reflect on the City of Durham, your perceived credibility, professionalism, and tech savvy. A spelling and grammar check is imperative in any form of business communications regardless of the mode used.
  •    Remember that text messages are considered public records and are subject to the North Carolina Public Records Law and Local Government Retention Schedules.
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  •    Return phone calls within 24 hours. If you will be unable to return calls, have a message stating this and an alternative employee to call.
  •    Answer the phone with a professional and courteous demeanor.
  •    Remember to turn off or put on vibrate your mobile phone as appropriate. This includes in meetings, business lunches, important City events or functions, etc.
  •    When expecting an important call during a meeting, inform the meeting leader ahead of time. Then, leave your phone on vibrate, keep the phone on your body below the table, and leave the room completely before answering.