Revision history for ComprehensivePhoneGuide


Revision [57764]

Last edited on 2021-07-15 09:54:20 by JamesW [removal of onpoint and galaxy mentions]
Deletions:
__If a caller wants to know about OnPoint__
~-Direct them to [[https://votesmart.org/onpoint#.XKTfKpxOkfI OnPoint]]

Revision [56933]

Edited on 2020-07-29 10:19:37 by mackenzie [different rings added]
Additions:
Calls to these lines will ring differently than direct line calls.

Revision [56571]

Edited on 2020-03-11 10:05:17 by walker [minor tweaks]
Additions:
1) [[IndividualCandidateContacts Candidate Line]]: For PCT administration and candidate communications (PCT admin)
- 1-888-868-3762
Deletions:
1) [[ IndvidualCandidateContacts Candidate Line]]: For PCT administration and candidate communications (PCT admin)
- 1-888-868-3762)

Revision [56569]

Edited on 2020-03-04 17:46:14 by mackenzie [Numbered points --> bullet points]
Additions:
- 515-989-6363
- officemgr@votesmart.org, intern@votesmart.org, jobs@votesmart.org (Office Manager)
- membership@votesmart.org, media@votesmart.org (DevComm)
- Mail
- 515-989-6359
- politicalcourage@votesmart.org
- 1-888-868-3762)
- comments@votesmart.org
- Uservoice
- research@votesmart.org
- Special Interest Group Inquiries: ratings@votesmart.org (Research)
Deletions:
1) 515-989-6363
1) officemgr@votesmart.org, intern@votesmart.org, jobs@votesmart.org (Office Manager)
1) membership@votesmart.org, media@votesmart.org (DevComm)
1) Mail
1) 515-989-6359
1) politicalcourage@votesmart.org
1) 1-888-868-3762)
1) comments@votesmart.org
1) Uservoice
1) research@votesmart.org
1) Special Interest Group Inquiries: ratings@votesmart.org (Research)

Revision [56568]

Edited on 2020-03-04 17:43:26 by mackenzie [Updated for format]
Additions:
Important phone lines and associated emails:
1) [[Mainline]]: Business communications, members, media, and general inquiries (Office Manager and DevComm)
1) 515-989-6363
1) Mail
1) [[ IndvidualCandidateContacts Candidate Line]]: For PCT administration and candidate communications (PCT admin)
1) 515-989-6359
1) politicalcourage@votesmart.org
1) [[HotLine]]: Research questions from the general public (Research)
1) 1-888-868-3762)
1) comments@votesmart.org
1) Uservoice
1) research@votesmart.org
1) Special Interest Group Inquiries: ratings@votesmart.org (Research)
====Scheduling====
Goal: For all phones to be covered from 8am-5pm.
There is a phone schedule sent weekly via email for each of the three phone lines. These schedules are either handled by a director or office manager. If one is scheduled and are not going to be in the office, it is their responsibility to make sure someone is covering the shift. If the replacement forgets, it is the primary shift holder's responsibility. The person responsible for the schedule should be notified when there are schedule changes.
Make sure phones are covered when those responsible are away from their desks, on break, or in a meeting. If the phone is ringing and no one is picking it up, pick up the phone.
**Lunch Duty**
- Take lunch the hour prior (11-12) or the hour after lunch (1-2)
- Must be in the office during 12pm-1pm
It is the job of every Vote Smart intern or staff member answering the phone to provide the caller with a pleasant experience. No matter what tone of voice the caller uses, remain polite and professional because as a phone operator. By answering the phone, staff are speaking on behalf of Vote Smart.
**Non-partisanship**
- //Partisan// is defined as an adherent or supporter of a person, party or cause or as partial to a specific party, person or cause.
- //Bias// is defined as a particular tendency or inclination, especially one that prevents unprejudiced consideration of a question.
- A caller may make biased statements, BUT you cannot respond in any way to partisan remarks.
- Simply tell callers: "Vote Smart is a nonpartisan organization so I cannot comment on that, but if you have a specific question, I can help you answer that based on the facts we cover."
**Don't interpret any information.**
- Do not rephrase or reword anything from the database or from Vote Smart materials
- Do not agree with the caller's phrasing.
- Interpretation allows for bias. if the caller is confused, offer to reread something slowly but do not paraphrase.
- Always read things word for word.
- There are several manuals that define congressional terms and legislative procedures from which you can read if a caller needs further explanation.
**Be polite, respectful, considerate, and helpful.**
- Some callers are angry and frustrated but all are looking for help.
- Some have never heard of Vote Smart and don't know what we do or whether they can trust us.
- Rude or prank call: do not take it personally. Be tolerant, patient and professional.
- Angry caller: always give problem calls to a supervisor.
**Never respond to a caller with: "I don't know."**
- If you can't or it doesn't make sense to transfer or consult someone else
- //Example//: "That's not information I have right in front of me. I'm going to need to take a little time to answer that question. Do you have an email account to which I can send an answer? Or can you please call me back?"
- //Example//: "That's a question I'm going to need time to research. What I can do is take a special request and spend some time researching the information for you. Do you have an email account to which I can send this information?
**Don't use abbreviations (PVS/PCT/VSDM)**
The Office Manager (with the help of IT) is responsible for setting up phones and phone lines, updating the phone list, and troubleshooting problems. Please see the Office Manager if there are any difficulties or needs for an additional line (i.e. main line, candidate line, and hotline) to be added to a phone. They will be responsible for getting in contact with the IT department to solve these issues.
- One or several of our phone lines should be set to ring on a phone.
- Verify that you have a transfer button and you know where it is.
- Know how to use the "hold" button.
- To make outgoing calls:
- Internally: dial the 3-digit extension listed on the PhoneList and press "Send"
- Externally: dial the 10-digit number as usual
- To Transfer Calls Within the Office
- press the ''Transfer'' key on your phone
- dial the 3 digit extension of the person you wish to reach
- Press ''send''
- inform them what the call is about, wait for their "ok"
- hang up.
- If the person you are trying to transfer to isn't available, simply press the "Cancel" key and inform them that the primary person was not at his or her desk. Inform the caller that you will either a) take a message or b) transfer him or her to another person.
====Phone Answering Procedure====
1) Answering the Phone
- The phone rings //twice// and you answer it: "Thank you for calling Vote Smart. This is ""________."" How can I help you?"
- Listen to question
- Do not rush to transfer the call
- Do not jump to conclusions and answer question they do not ask
- Get their name & state they are calling (call them by that name)
- Keep calls brief (3-10 minutes). If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:
- "Sir/ma'am, unless you have a specific question for me, I'm going to have to let you go so I can keep the lines open. Please feel free to call us back with a specific, factual question."
- "Sir/ma'am, that's not something that I can comment on because Vote Smart is a nonpartisan political research organization. If you don't have a specific factual question, I'm going to have to let you go so I can keep the lines open."
-"Sir/ma'am, that's going to take me some time to answer and I have to keep this line open. Do you have an e-mail address to which I can send this information?"

2) Screen or Route the call if needed
At this point, you will determine if a call needs to be transferred. If it's a question you can address, address the question. If it is a more involved question, get an email address to send the answer. To take a special request: make detailed notes of the caller's questions and get an email address to send a response.
- Sales Calls
- The best way to screen sales calls is to ask them who they are, what organization they represent, and to what they are calling in reference to.
- Please be very cautious when answering calls from businesses, as they are sometimes not legitimate and oftentimes don't have a previous relationship with our organization.
- If they are representing a company we do not do business with, take a message and pass it on to the Office Manager.
- If it's clearly a cold call or a scammer, you should ask them to remove us from their call list and feel free to threaten legal action if necessary to stop the harassment.
- [[IndividualCandidateContacts Candidates/Campaigns]]
- PCT Department (candidate attacks go to PCT Director)
- These contacts are recorded in Contact Logs
- Media:
- Communications Director, Adelaide, and finally the National Director
- Please try to get the person's name, state, whatever media organization they are with, and the subject of their call before transferring.
- If you must take a message, make sure to ask what their deadline is.
- API and "technical" questions
- Please try to get some information about what specifically they would like to talk about and then direct their calls/emails
- Questions about registration, their API key, our terms of service, payment, subscription, or any other administrative question about their account can go to DevComm or membership@
- Questions about or issues with our data, including questions about frequency of updates, go to whatever department's data they are asking about
-Technical questions, problems with the API service itself, or feature requests for the API should go to IT (webmaster@votesmart.org)
- People asking for Richard Kimball or Adelaide- If you are uncertain about whether or not a particular call should be so transferred, transfer it instead to a director.
3) Taking a Message
- When the person or people who can answer the question are not available, do not give out personal phone numbers or e-mails. Take a message or provide the proper department's email address:
- General Email and Site Content: comments@votesmart.org
- Membership Inquiries: membership@votesmart.org
- Political Courage Test: politicalcourage@votesmart.org
- Internship Inquiries: intern@votesmart.org
- Employment Inquiries: jobs@votesmart.org
- Technical Questions and Problems: webmaster@votesmart.org
- Information needed for taking a message:
1) Name
2) Email address
3) Reason for calling
4) Phone number
5) Relationship to VS
6) Affiliated organization (if applicable)
- Calls for the President or National Director, if they are unreachable or not willing to take a call:
- Response: "[Insert name/title] is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return."
4) Ending the Phone Call (If you Haven't Transferred It)
Once you've dealt with their initial inquiry, ask them if there is anything else you may help them with. If the answer is 'no,' continue as follows: "We appreciate your call and hope you will share us with people you know. Have a nice day, goodbye."
- One staff member should be in charge of each email account. They are welcome to reroute questions and requests to interns and other staff - within reason; otherwise email should be responded to within 3 business days or sooner
- ALWAYS include the [[http://wiki.votesmart.org/BoilerPlate Boiler Plate]]
- It is best to set a specific time every day for checking and responding to these emails - consistency will remind you to complete this task.
- Develop and use canned/template responses to streamline communications
- Keep your email organized and save records as necessary
- For more specific instructions on the comments@ email see: CommentsEmail
**Training**
Deletions:
====Scheduling and Responsibilities====
You may be asked to monitor and answer any of our main communication channels advertised to the public:
1) [[Mainline Business communications, Members, Media, and General Inquiries]]: Main Line, fax line, and snail mail (Office Manager and DevComm)
1) [[IndividualCandidateContacts Candidate/campaign communications]]:"Candidate Line" and politicalcourage@votesmart.org
1) [[HotLine Research questions from the general public]]: "Hotline," comments@votesmart.org, and Uservoice (Research)
1) [[APIandDataRequests Research requests]]: research@votesmart.org (Research)
1) Special Interest Group Inquiries: ratings@votesmart.org (Research)
For most of our phone duties, there is a phone schedule sent weekly via email. If you are scheduled for primary or lunches and are not going to be in the office, it is your responsibility to make sure someone is covering your shift. If the replacement forgets, it is the primary shift holder's responsibility. If the primary person is away from their desk - break, meeting, etc. - someone else in the office should answer the phone if it rings more than twice! Primary person should inform someone to watch phones for a few minutes if they are going to be away from their desk, but sometimes things happen and we are away for a minute or two...someone just ANSWER THE PHONE!
If you have **Lunch Duty**, you can take your lunch the hour prior (11-12) or the hour after lunch (1-2) as your lunch time that day.
//Staff// - There IS flexibility on when you can take your lunch (ex: with supervisor permission, you can take it at 2 pm), BUT if you have lunch phones, you **MUST** be at the office during that hour unless there are extenuating circumstances that prevent you from covering phones during that time. If such is the case, it is YOUR responsibility to have a replacement cover the phone and to let the Hotline Scheduler know about these changes.
//Interns// - please notify your supervisor when you have lunch phones and when you will be taking lunch.
====Training====
Operators must be ready to provide help to anyone from an average citizen to C-SPAN junkies to graduate students and professional congressional researchers to our own members. Callers' education, political awareness, knowledge of Vote Smart, and attitude may vary greatly. It is the job of every Vote Smart intern or staff member answering the phone to provide the caller with a pleasant experience. No matter what tone of voice the caller uses, remain polite and professional because as a phone operator, you are speaking on behalf of Vote Smart.
**Our Top Goal is Non-partisanship**
//Partisan// is defined as an adherent or supporter of a person, party or cause or as partial to a specific party, person or cause. //Bias// is defined as a particular tendency or inclination, especially one that prevents unprejudiced consideration of a question.
A caller may make biased statements, BUT you cannot respond in any way to partisan remarks.
Simply tell callers: "Vote Smart is a nonpartisan organization so I cannot comment on that, but if you have a specific question, I can help you answer that based on the facts we cover."

__Don't interpret any information.__
This means you cannot rephrase or reword anything from the database or from our materials, nor can you agree with the caller's phrasing. Interpretation allows for bias; if the caller is confused, offer to reread something slowly but DO NOT PARAPHRASE! Always read things word for word. There are several manuals that define congressional terms and legislative procedures from which you can read if a caller needs further explanation.
__Be polite, respectful, considerate, and helpful.__
Some callers are angry and frustrated, but all are looking for help. Some have never heard of Vote Smart and don't know what we do or whether they can trust us. Occasionally, you might receive a rude or prank call, but do not take it personally. Be tolerant, patient and professional. If you do receive an angry caller, always give problem calls to a supervisor.
__Don't use abbreviations (PVS/PCT/VSDM)__
When talking to callers, it's important not to assume that they know all the services we provide by their acronyms. Assuming this might leave callers confused and potentially inhibit their ability to navigate our website accurately.
The Office Manager (with the help of IT) is responsible for setting up phones and phone lines, updating the phone list, and troubleshooting problems. Please see the Office Manager if you are experiencing any difficulty or need to add a phone to any of the active communication lines (i.e. main line, candidate line, and hotline). S/he will be responsible for getting in contact with the IT department to solve these issues.
===Using the Phone System===
One or several of our phone lines should be set to ring on your phone.
Verify that you have a transfer button and you know where it is.
Also, make sure you know how to use the "hold" button.
To make outgoing calls:
Internally: dial the 3-digit extension listed on the PhoneList and press "Send"
Externally: dial the 10-digit number as usual
===Phone Answering Procedure===
==Answering the Phone==
Beginning of call:
The phone rings **twice** and you answer it:
//Vote Smart//: "Thank you for calling Vote Smart. This is ""________."" How can I help you?"
If you are answering hotline, please say "Thank you for calling Vote Smart's **Research Hotline**" instead of simply "Vote Smart."
After introducing yourself and asking how you can help the caller, it is likely that he or she will ask a question. **LISTEN** to the question...don't rush to transfer the call or jump to a conclusion and answer a question they didn't ask. Have patience; figure out what the question actually is.
Somewhere in the conversation get their name and state from where they are calling. This allows you to remain professional by using their name in conversation and when transferring a call.
==Determine Next Steps==
At this point, you will determine if a call needs to be transferred (see Screening and Routing Calls for making that determination) or if it's a question you can address. If it's a question you can address, you will need to decide if you can determine an answer within a short time frame (hotline calls have a 3-minute time limit). If it is a more involved question, get an email address or make a phone appointment for them to call Vote Smart back (note: For questions received by hotline, we do NOT call people back).
__Never respond to a caller with: "I don't know."__
If you can't or it doesn't make sense to transfer or consult someone else, say:
//Vote Smart//: "That's not information I have right in front of me. I'm going to need to take a little time to answer that question. Do you have an email account to which I can send an answer? Or can you please call me back?"
OR
//Vote Smart//: "That's a question I'm going to need time to research. What I can do is take a special request and spend some time researching the information for you. Do you have an email account to which I can send this information?
These are classier ways of saying "I don't know" - and we are a classy organization.
==Keep calls brief==
The time limit for a hotline call is 3 minutes.
The time limit for a mainline call is 10 minutes.
If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. To take a special request: make detailed notes of the caller's questions and get an email address to send a response. If the caller does not have an email address ask him or her to call us back. he reason for these time limits is that if all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. Further, many of those who have come before you have found that it is faster and easier to solve problems when not on the phone.
If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:
//Vote Smart//: "Sir/ma'am, unless you have a specific question for me, I'm going to have to let you go so I can keep the lines open. Please feel free to call us back with a specific, factual question."
Or
//Vote Smart//: "Sir/ma'am, that's not something that I can comment on because Vote Smart is a nonpartisan political research organization. If you don't have a specific factual question, I'm going to have to let you go so I can keep the lines open."
Or
//Vote Smart//: "Sir/ma'am, that's going to take me some time to answer and I have to keep this line open. Do you have an e-mail address to which I can send this information?"
==Transferring Calls==
Before transferring a call, make sure you ask the person their first and last name, what organization they are from (if any), and what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the PhoneList to find the proper extension.
To Transfer Calls Within the Office: press the ''Transfer'' key on your phone > dial the 3 digit extension of the person you wish to reach > Press ''send'' > inform them what the call is about, wait for their "ok" > hang up.
If the person does not answer their phone within 2 rings = the person is not at their desk. The digital screen on your phone will also tell you if that person is "On Another Call." If the person you are trying to transfer to isn't available, simply press the "Cancel" key and inform them that the primary person was not at his or her desk. Inform the caller that you will either a) take a message (to be communicated by email) or b) transfer him or her to another person. > press ''Transfer'' key again > dial another 3 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
==Conference Calls==
==Taking a Message==
If the Vote Smart employee you are attempting to reach is unavailable, take a message being sure to get the following information (doublecheck the spelling with the caller for accuracy):
1) **name**
2) **email address**
3) **reason for calling**
4) phone number
5) relationship to VS
6) affiliated organization (if applicable)
**Email this message to the appropriate party immediately, so that they may deal with the issue.**
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** "[Insert name/title] is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.
==Ending the Phone Call (If you Haven't Transferred It)==
Once you've dealt with their initial inquiry, ask them if there is anything else you may help them with. If the answer is 'no,' continue as follows:
Ask if the caller is a member or is signed up for the e-newsletter. If not:

//Vote Smart//: "Would you be interested in signing up for our e-newsletter or maybe becoming a member of Vote Smart?"
Always, at the very end:
//Vote Smart//: "We appreciate your call and hope you will share us with people you know. Have a nice day, goodbye."
~-One staff member should be in charge of each email account. They are welcome to reroute questions and requests to interns and other staff - within reason; otherwise email should be responded to within 3 business days or sooner
~-ALWAYS include the [[http://wiki.votesmart.org/BoilerPlate Boiler Plate]]
~-It is best to set a specific time every day for checking and responding to these emails - consistency will remind you to complete this task.
~-Develop and use canned/template responses to streamline communications
~-Keep your email organized and save records as necessary
~-For more specific instructions on the comments@ email see: CommentsEmail
====Screening and Routing Communications====
==Sales calls==
The best way to screen sales calls is to ask them who they are, what organization they represent, and to what they are calling in reference to. Please be very cautious when answering calls from businesses, as they are sometimes not legitimate and oftentimes don't have a previous relationship with our organization. If they are representing a company we do not do business with, take a message and pass it on to the Office Manager. They will often try to con you into revealing some information about our organization - sometimes it's as innocent as the name of our business, the national director's name, or our address. Other times they will try to con you into accepting a free, no-strings-attached trial offer. Remember TINSTAAFL: There Is No Such Thing As A Free Lunch. Eventually that information gets used to send us products that we don't need and didn't order, followed by a hefty invoice, or else is fed to other companies that do so. Unfortunately there are many businesses out there who's entire model is to take advantage of nice, unsuspecting, inexperienced people. Keep an eye out for Progressive Business Publications in particular, as staff have been duped by them at least twice. Thankfully we were able to get out of $400 worth of bills. If it's clearly a cold call or a scammer, you should ask them to remove us from their call list and feel free to threaten legal action if necessary to stop the harassment.
==General Routing==
In general, communications should be directed to the following staffers (We generally do not transfer calls to department directors):
- [[IndividualCandidateContacts Candidates/Campaigns]]: PCT Department (candidate attacks go to PCT Director); these contacts are recorded in Contact Logs
- Media: Communications Director, Adelaide, and finally the National Director, unless it's a major national media outlet (CBS, ABC. FOX, 60 Minutes, Boston Globe, Washington Post, etc.), in which case the Comm Director should be bypassed in favor of Adelaide, Richard, or the National Director. Please try to get the person's name, state, whatever media organization they are with, and the subject of their call before transferring. If you must take a message, make sure to ask what their deadline is.
- API and "technical" questions *Please try to get some information about what specifically they would like to talk about and then direct their calls/emails in the following manner:
- questions about registration, their API key, our terms of service, payment, subscription, or any other administrative question about their account can go to the Office Manager
- questions about or issues with our data, including questions about frequency of updates, go to whatever department's data they are asking about
-Technical questions, problems with the API service itself, or feature requests for the API should go to IT - Get specifics of IT question... and suggest that the best way to get in touch with our IT department is by sending a detailed description of the problem to webmaster@votesmart.org
- People asking for Richard Kimball or Adelaide- STAFF: If you are uncertain about whether or not a particular call should be so transferred, transfer it instead to a staff member or your supervisor. INTERNS: Please transfer all such requests to your staff supervisor.
__Do not give out personal phone numbers or e-mails__
Take a message or provide the proper department's email address:
~-General Email and Site Content: comments@votesmart.org
~-Membership Inquiries: membership@votesmart.org
~-Political Courage Test: politicalcourage@votesmart.org
~-Internship Inquiries: intern@votesmart.org
~-Employment Inquiries: jobs@votesmart.org
~-Technical Questions and Problems: webmaster@votesmart.org

Revision [54669]

Edited on 2019-04-03 12:28:52 by Lucia [Updated for format]
Additions:
~-Direct them to [[https://votesmart.org/onpoint#.XKTfKpxOkfI OnPoint]]
Deletions:
~-Direct them to votesmart.org/onpoint

Revision [54668]

Edited on 2019-04-03 12:27:47 by Lucia [Updated for format]
Additions:
~-An interactive tool for voters to instantly see which presidential/congressional candidate they are most compatible with. To use VoteEasy now visit [[https://votesmart.org/voteeasy the VoteEasy page]].
Deletions:
~-An interactive tool for voters to instantly see which presidential/congressional candidate they are most compatible with. To use VoteEasy now visit [[www.votesmart.org/voteeasy the VoteEasy page]].

Revision [54667]

Edited on 2019-04-03 12:25:14 by Lucia [Updated for format]
Additions:
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** "[Insert name/title] is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.
Deletions:
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** " [Insert name/title] is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.

Revision [54666]

Edited on 2019-04-03 12:24:45 by Lucia [Updated for format]
Additions:
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** " [Insert name/title] is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.
Deletions:
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** " '_________________ 'is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.

Revision [54665]

Edited on 2019-04-03 12:24:20 by Lucia [Updated for format]
Additions:
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** " '_________________ 'is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.
Deletions:
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** " '_________ 'is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.

Revision [54664]

Edited on 2019-04-03 12:23:38 by Lucia [Updated for format]
Additions:
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** " '_________ 'is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.
Deletions:
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** "_________ is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.

Revision [54663]

Edited on 2019-04-03 12:18:10 by Lucia [Updated for format]

No Differences

Revision [54662]

Edited on 2019-04-03 12:17:22 by Lucia [Updated for format]
Additions:
//Vote Smart//: "Thank you for calling Vote Smart. This is ""________."" How can I help you?"
If you are answering hotline, please say "Thank you for calling Vote Smart's **Research Hotline**" instead of simply "Vote Smart."
After introducing yourself and asking how you can help the caller, it is likely that he or she will ask a question. **LISTEN** to the question...don't rush to transfer the call or jump to a conclusion and answer a question they didn't ask. Have patience; figure out what the question actually is.
Somewhere in the conversation get their name and state from where they are calling. This allows you to remain professional by using their name in conversation and when transferring a call.
At this point, you will determine if a call needs to be transferred (see Screening and Routing Calls for making that determination) or if it's a question you can address. If it's a question you can address, you will need to decide if you can determine an answer within a short time frame (hotline calls have a 3-minute time limit). If it is a more involved question, get an email address or make a phone appointment for them to call Vote Smart back (note: For questions received by hotline, we do NOT call people back).
//Vote Smart//: "That's not information I have right in front of me. I'm going to need to take a little time to answer that question. Do you have an email account to which I can send an answer? Or can you please call me back?"
//Vote Smart//: "That's a question I'm going to need time to research. What I can do is take a special request and spend some time researching the information for you. Do you have an email account to which I can send this information?
If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. To take a special request: make detailed notes of the caller's questions and get an email address to send a response. If the caller does not have an email address ask him or her to call us back. he reason for these time limits is that if all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. Further, many of those who have come before you have found that it is faster and easier to solve problems when not on the phone.
If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:
//Vote Smart//: "Sir/ma'am, unless you have a specific question for me, I'm going to have to let you go so I can keep the lines open. Please feel free to call us back with a specific, factual question."
//Vote Smart//: "Sir/ma'am, that's not something that I can comment on because Vote Smart is a nonpartisan political research organization. If you don't have a specific factual question, I'm going to have to let you go so I can keep the lines open."
Before transferring a call, make sure you ask the person their first and last name, what organization they are from (if any), and what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the PhoneList to find the proper extension.
To Transfer Calls Within the Office: press the ''Transfer'' key on your phone > dial the 3 digit extension of the person you wish to reach > Press ''send'' > inform them what the call is about, wait for their "ok" > hang up.
If the person does not answer their phone within 2 rings = the person is not at their desk. The digital screen on your phone will also tell you if that person is "On Another Call." If the person you are trying to transfer to isn't available, simply press the "Cancel" key and inform them that the primary person was not at his or her desk. Inform the caller that you will either a) take a message (to be communicated by email) or b) transfer him or her to another person. > press ''Transfer'' key again > dial another 3 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
**Email this message to the appropriate party immediately, so that they may deal with the issue.**
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** "_________ is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.
Once you've dealt with their initial inquiry, ask them if there is anything else you may help them with. If the answer is 'no,' continue as follows:
Ask if the caller is a member or is signed up for the e-newsletter. If not:
~-One staff member should be in charge of each email account. They are welcome to reroute questions and requests to interns and other staff - within reason; otherwise email should be responded to within 3 business days or sooner
The best way to screen sales calls is to ask them who they are, what organization they represent, and to what they are calling in reference to. Please be very cautious when answering calls from businesses, as they are sometimes not legitimate and oftentimes don't have a previous relationship with our organization. If they are representing a company we do not do business with, take a message and pass it on to the Office Manager. They will often try to con you into revealing some information about our organization - sometimes it's as innocent as the name of our business, the national director's name, or our address. Other times they will try to con you into accepting a free, no-strings-attached trial offer. Remember TINSTAAFL: There Is No Such Thing As A Free Lunch. Eventually that information gets used to send us products that we don't need and didn't order, followed by a hefty invoice, or else is fed to other companies that do so. Unfortunately there are many businesses out there who's entire model is to take advantage of nice, unsuspecting, inexperienced people. Keep an eye out for Progressive Business Publications in particular, as staff have been duped by them at least twice. Thankfully we were able to get out of $400 worth of bills. If it's clearly a cold call or a scammer, you should ask them to remove us from their call list and feel free to threaten legal action if necessary to stop the harassment.
- Media: Communications Director, Adelaide, and finally the National Director, unless it's a major national media outlet (CBS, ABC. FOX, 60 Minutes, Boston Globe, Washington Post, etc.), in which case the Comm Director should be bypassed in favor of Adelaide, Richard, or the National Director. Please try to get the person's name, state, whatever media organization they are with, and the subject of their call before transferring. If you must take a message, make sure to ask what their deadline is.
Take a message or provide the proper department's email address:
Vote Smart is a nonpartisan, non-profit, political research organization. We provide the nation's first Voter's Self-Defense System. This system allows ordinary citizens to access biographical information, issue positions, voting records, public statements, performance evaluations from special interest groups, campaign contributions for current elected officials and candidates seeking to replace them, and information on voter registration. We were established by national leaders from both sides of the aisle including Jimmy Carter, Gerald Ford, Michael Dukakis and Barry Goldwater. Vote Smart has been supported by the Ford and Carnegie Foundations, and has received praise from the New York Times, CNN, and PBS.
If the caller is looking for information we collect, it is available on our web page. Many people who call Hotline will have access to the Internet and you can help to guide callers to the helpful resources on our site. These are some of the features of our website that will help them:
~-VS membership and internship opportunities
~-Available during major election years (ex: 2016, 2018, 2020...)
~-An interactive tool for voters to instantly see which presidential/congressional candidate they are most compatible with. To use VoteEasy now visit [[www.votesmart.org/voteeasy the VoteEasy page]].
~-Using innovative technology to simplify voters' pre-election research, this web-based tool allows voters to answer the same key issue questions Vote Smart asked the candidates to address on the Political Courage Test, and watch as the tool matches them with the candidate who best aligns with their views.
~-Questions span 11 major issues, including the budget, economy, health care, and immigration.
~-The Sacramento Bee has called VoteEasy "the eHarmony of political web sites," and according to GovTrack it is "the most compelling voter info resource ever seen."
~-Direct them to votesmart.org/onpoint
__About Becoming a Member__: ($45 is the suggested donation amount, but we will take any amount of money (i.e. $5 etc.). Note that if someone is looking to make a donation, the call should be rerouted to the Development Department)
~-Receiving free copies of our annual publications such as the Voter's Self Defense Manual, which takes a candidates' public record and puts it in a pocket-sized, hand-held format.
__If a caller wants the Voter's Self-Defense Manual:__
~-collect their name, mailing address, number of copies (see below)
~-number of copies - members (up to 25; more than 25, ask DevComm/Natl Director); non-members ("a few" - no more than 3; but ask membership first - may be able to accommodate for students/education purposes)
~-If they ask "when will I receive this information?" - We send these manuals out in bulk, so it should be between 2-4 weeks. If they have a serious problem with this, put them on hold and ask DevComm exactly when the next mailing is - unlikely we can make exceptions.
2.yes, alive and no, donated - take their name down. Do nothing with it (Prospecting mailing recipient).
(Note: Often members will call in with a response to a mailing they received from us and the Dev/Comm department will be best equipped to handle those calls, and record them properly in the database. If membership requires the assistance of another department, say it turns out the member really want to figure out how they can donate time doing some IT for us, membership will handle that with the necessary departments. To the extent we can, we want to give the members a single point of contact. Also, any changes to membership, e.g. removing from the mailing list should also go to Dev/Comm, and if unavailable take a detailed message noting full name (watch spelling) and state.)
Deletions:
//Vote Smart//: "Thank you for calling Vote Smart. This is ""__[insert name]__."" How can I help you?" If you are answering the hotline, please say "Vote Smart's **Research Hotline**" instead of "Vote Smart"
After introducing yourself and asking how you can help the caller, it is likely that he or she will ask a question. **LISTEN** to the question...don't rush to transfer the call or jump to a conclusion and answer a question they didn't ask. Have patience; figure out what the question actually is.
Somewhere in the conversation get their name and state from where they are calling. This allows you to remain professional by using their name in conversation and when transferring a call.
At this point, you will determine if a call needs to be transferred (see Screening and Routing Calls for making that determination) or if it's a question you can address. If it's a question you can address, you will need to decide if you can determine an answer within a short time frame (hotline calls have a 3-minute time limit). If it is a more involved question, get an email address or make a phone appointment for them to call Vote Smart back (note: For questions on the hotline, we cannot call people back).
//Vote Smart//: "That's not information I have right in front of me. I'm going to need to take a little time to answer that question. Do you have an email account to which I can send an answer? Or can you please call me back?"
//Vote Smart//: "That's a question I'm going to need time to research. What I can do is take a special request and spend some time researching the information for you. Do you have an email account to which I can send this information?
If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. To take a special request: make detailed notes of the caller's questions and get an email address to send a response. If the caller does not have an email address ask him or her to call us back. The reason for these time limits is that if all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. Further, many of those who have come before you have found that it is faster and easier to solve problems when not on the phone.
If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:
//Vote Smart//: "Sir/ma'am, unless you have a specific question for me, I'm going to have to let you go so I can keep the lines open. Please feel free to call us back with a specific, factual question."
//Vote Smart//: "Sir/ma'am, that's not something that I can comment on because Project Vote Smart is a nonpartisan political research organization. If you don't have a specific factual question, I'm going to have to let you go so I can keep the lines open."
Before transferring a call, make sure you ask the person their first and last name, what organization they are from (if any), and what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the PhoneList to find the proper extension.
To Transfer Calls Within the Office: press the ''Transfer'' key on your phone > dial the 3 digit extension of the person you wish to reach > Press send > inform them what the call is about, wait for their "ok" > hang up
If the person does not answer their phone within 2 rings = the person is not at their desk. The digital screen on your phone will also tell you if that person is "On Another Call." If the person you are trying to transfer to isn't available, simply press the "Cancel" key and inform them that the primary person was not at his or her desk. Inform the caller that you will either a) take a message (to be communicated by email) or b) transfer him or her to another person. > press ''Transfer'' key again > dial another 3 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
**Email this message to the appropriate party immediately, so that they may deal with the issue.
**
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** " is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.
Once you've dealt with their initial inquiry, ask them if there is anything else you may help them with. If no, continue as follows:
Ask if the caller is a member or is signed up for the e-newsletter. If not:
~-One staff member should be in charge of each email account. They are welcome to reroute questions and requests to interns and other staff - within reason; otherwise email should be responded to within 3 business days or sooner
The best way to screen sales calls is to ask them who they are, what organization they represent, and to what they are calling in reference. Please be very cautious when answering calls from businesses, as they are sometimes not legitimate, and oftentimes don't have a previous relationship with our organization. If they are representing a company we do not do business with, take a message and pass it on to the Office Manager. They will often try to con you into revealing some information about our organization - sometimes it's as innocent as the name of our business, my name, or our address. Other times they will try to con you into accepting a free, no-strings-attached trial offer. Remember TINSTAAFL: There Is No Such Thing As A Free Lunch. Eventually that information gets used to send us products that we don't need and didn't order, followed by a hefty invoice, or else is fed to other companies that do so. Unfortunately there are many businesses out there who's entire model is to take advantage of nice, unsuspecting, inexperienced people. Keep an eye out for Progressive Business Publications in particular, as staff have been duped by them at least twice. Thankfully we were able to get out of $400 worth of bills. If it's clearly a cold call or a scammer, you should ask them to remove us from their call list and feel free to threaten legal action if necessary to stop the harassment.
- Media: Communications Director, Adelaide, and finally the National Director, unless it's a major national media outlet (CBS, ABC. FOX, 60 Minutes, Boston Globe, Washington Post, etc.), in which case the Comm Director should be bypassed in favor of Adelaide, Richard, or the National Director. Please try to get the person's name, state, whatever media organization they are with, and the subject of their call before transferring. If you must take a message, make sure to ask what their deadline is.
Take a message or provide the proper departments' email address:
Vote Smart is a nonpartisan, non-profit, political research organization. We provide the nation's first Voter's Self-Defense System. This system allows ordinary citizens to access biographical information, issue positions, voting records, public statements, performance evaluations from special interest groups, campaign contributions for current elected officials and candidates seeking to replace them, and information on voter registration. We were established by national leaders from both sides of the aisle including Jimmy Carter, Gerald Ford, Michael Dukakis and Barry Goldwater. Vote Smart is supported by the Ford and Carnegie Foundations, and has received praise from the New York Times, CNN, and PBS.
If the caller is looking for information we collect, it is available on our web page. Many people who call the Hotline will have access to the Internet, and you can help to guide callers to the helpful resources on our site. These are some of the features of our website that will help them:
~-PVS membership and internship opportunities
~-Available in election years (summer 2018)
~-An interactive tool for voters to instantly see which presidential/congressional candidate they are most compatible with. To use VoteEasy now visit www.votesmart.org/voteeasy.
~-Using innovative technology to simplify voters' pre-election research, this web-based tool allows voters to answer the same key issue questions Vote Smart asked the candidates to address on the 2012 Political Courage Test, and watch as the tool matches them with the candidate who best aligns with their views.
~-Questions span 13 major issues, including the budget, economy, health care, and immigration.
The Sacramento Bee has called VoteEasy "the eHarmony of political web sites," and according to GovTrack it is "the most compelling voter info resource ever seen."
~-Direct them to votesmart.org/onpoint
__About Becoming a Member__: ($45 is the suggested donation amount, but we will take any amount of money. $5 etc. Note that if someone is looking to make a donation, the call should be rerouted to the Development Department)
~-Receive free copies of our annual publications such as the Voter's Self Defense Manual, which is actually takes a candidates' public record and puts it in a pocket-sized, hand-held format.
__If a caller wants Voter's Self-Defense Manual:__
~-name, mailing address, number of copies (see below)
~-number of copies - members (up to 25; more than 25, ask DevComm/Natl Director); non-members ("a few" - no more than 3; but ask membership first - may be able to accommodate for students/education purposes)
~-If they ask "when will I receive this information?" - We send these manuals out in bulk, so it should between 2-4 weeks. If they have a serious problem with this, put them on hold and ask DevComm exactly when the next mailing is - unlikely we can make exceptions.
2.yes, alive and no, donated - take their name down. Do nothing with it. Prospecting mailing recipient
(Note: Often members will call in with a response to a mailing they received from us and the Dev/Comm department will be best equipped to handle those calls, and record them properly in the database. If membership requires the assistance of another department, say it turns out the member really want to figure out how they can donate time doing some IT for us, membership will handle that with the necessary departments. To the extent we can, we want to give the members a single point of contact. Also, any changes to membership, e.g. removing from the mailing list should also go to Dev/Comm, and if unavailable take a detailed message noting full name (watch spelling) and state.)

Revision [54661]

Edited on 2019-04-03 11:36:49 by Lucia [Updated for format]
Additions:
//Vote Smart//: "Thank you for calling Vote Smart. This is ""__[insert name]__."" How can I help you?" If you are answering the hotline, please say "Vote Smart's **Research Hotline**" instead of "Vote Smart"
Deletions:
//Vote Smart//: "Thank you for calling Vote Smart. This is ""[insert name]."" How can I help you?" If you are answering the hotline, please say "Vote Smart's **Research Hotline**" instead of "Vote Smart"

Revision [54660]

Edited on 2019-04-03 11:36:07 by Lucia [Updated for format]
Additions:
You may be asked to monitor and answer any of our main communication channels advertised to the public:
For most of our phone duties, there is a phone schedule sent weekly via email. If you are scheduled for primary or lunches and are not going to be in the office, it is your responsibility to make sure someone is covering your shift. If the replacement forgets, it is the primary shift holder's responsibility. If the primary person is away from their desk - break, meeting, etc. - someone else in the office should answer the phone if it rings more than twice! Primary person should inform someone to watch phones for a few minutes if they are going to be away from their desk, but sometimes things happen and we are away for a minute or two...someone just ANSWER THE PHONE!
If you have **Lunch Duty**, you can take your lunch the hour prior (11-12) or the hour after lunch (1-2) as your lunch time that day.
//Staff// - There IS flexibility on when you can take your lunch (ex: with supervisor permission, you can take it at 2 pm), BUT if you have lunch phones, you **MUST** be at the office during that hour unless there are extenuating circumstances that prevent you from covering phones during that time. If such is the case, it is YOUR responsibility to have a replacement cover the phone and to let the Hotline Scheduler know about these changes.
//Interns// - please notify your supervisor when you have lunch phones and when you will be taking lunch.
In addition to reading this manual, please complete the following exercises to familiarize yourself with our website: [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]]
Operators must be ready to provide help to anyone from an average citizen to C-SPAN junkies to graduate students and professional congressional researchers to our own members. Callers' education, political awareness, knowledge of Vote Smart, and attitude may vary greatly. It is the job of every Vote Smart intern or staff member answering the phone to provide the caller with a pleasant experience. No matter what tone of voice the caller uses, remain polite and professional because as a phone operator, you are speaking on behalf of Vote Smart.
A caller may make biased statements, BUT you cannot respond in any way to partisan remarks.
Simply tell callers: "Vote Smart is a nonpartisan organization so I cannot comment on that, but if you have a specific question, I can help you answer that based on the facts we cover."
This means you cannot rephrase or reword anything from the database or from our materials, nor can you agree with the caller's phrasing. Interpretation allows for bias; if the caller is confused, offer to reread something slowly but DO NOT PARAPHRASE! Always read things word for word. There are several manuals that define congressional terms and legislative procedures from which you can read if a caller needs further explanation.
Some callers are angry and frustrated, but all are looking for help. Some have never heard of Vote Smart and don't know what we do or whether they can trust us. Occasionally, you might receive a rude or prank call, but do not take it personally. Be tolerant, patient and professional. If you do receive an angry caller, always give problem calls to a supervisor.
__Don't use abbreviations (PVS/PCT/VSDM)__
When talking to callers, it's important not to assume that they know all the services we provide by their acronyms. Assuming this might leave callers confused and potentially inhibit their ability to navigate our website accurately.
The Office Manager (with the help of IT) is responsible for setting up phones and phone lines, updating the phone list, and troubleshooting problems. Please see the Office Manager if you are experiencing any difficulty or need to add a phone to any of the active communication lines (i.e. main line, candidate line, and hotline). S/he will be responsible for getting in contact with the IT department to solve these issues.
Internally: dial the 3-digit extension listed on the PhoneList and press "Send"
Externally: dial the 10-digit number as usual
The phone rings **twice** and you answer it:
//Vote Smart//: "Thank you for calling Vote Smart. This is ""[insert name]."" How can I help you?" If you are answering the hotline, please say "Vote Smart's **Research Hotline**" instead of "Vote Smart"
Deletions:
You may be asked to monitor and answer any of our one or more of these main communication channels advertised to the public:
For most of our phone duties, there is a phone Calendar sent weekly via email. If you are scheduled for primary or lunches and are not going to be in the office, make sure someone is covering your shift. If the replacement forgets, it is the primary shift holder's responsibility. If the primary person is away from their desk - break, meeting, whatever - someone answer the phone if it rings more than twice! Primary person should inform someone that they need to take over for a few minutes, but sometimes we are away from our desks for a minute or two...just ANSWER THE PHONE!
If you have **Lunch Duty**, you have two options:
1) You can take your lunch the hour prior (11-12) or the hour after lunch (1-2) as your lunch time that day.
2) Alternatively, you can choose not to work while you are on phone duty, in which case that would count as your lunch hour.
//Staff// - There IS flexibility on when you can take your lunch (ex: with supervisor permission, you can take it at 2 pm), BUT if you have lunch phones, you **MUST** be at the office during that hour unless there are extenuating circumstances that preventing you from covering phones during that time.
//Interns// - please notify your supervisor when you have lunch phones and what option you will be choosing.
In addition to reading this manual, please complete the following exercise to familiarize yourself with our website: [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]]
Operators must be ready to provide help to anyone from an average citizen to C-SPAN junkies to graduate students and professional congressional researchers to our own members. Callers' education, political awareness, knowledge of Vote Smart, and attitude may vary greatly. It is the job of every Vote Smart intern or staff member answering the phone to provide the caller with a pleasant experience. No matter what tone of voice the caller uses, remain polite and professional. As a phone operator, you are speaking on behalf of Vote Smart.
A caller may make biased statements, you cannot respond in any way to partisan remarks.
Simply tell callers: "Vote Smart is a nonpartisan organization so I can not comment on that, but if you have a specific question, I can help you answer that based on the facts we cover."
This means you cannot rephrase or reword anything from the database or from our materials, nor can you agree with the caller's phrasing. Interpretation allows for bias; if the caller is confused, offer to reread something slowly but DO NOT PARAPHRASE! Always read things word for word. There are several manuals that define congressional terms and legislative procedures from which you can read if a caller needs further explanation.
Some callers are angry and frustrated, and all are looking for help. Some have never heard of Project Vote Smart and don't know what we do or whether they can trust us. Occasionally, you might receive a rude or prank call. Do not take it personally. Be tolerant, patient and professional. Always give problem calls to a supervisor.
__don't use abbreviations (PVS/PCT/VSDM)__
The Office Manager is responsible for setting up phones and phone lines, updating the phone list, and troubleshooting problems. Please see the Office Manager if you are experiencing any difficulty
internally: dial the 3-digit extension listed on the PhoneList and press "Send"
externally: dial the number as usual
The phone rings **once** and you answer it:
//Vote Smart//: "Thank you for calling Vote Smart. This is ""__________."" How can I help you?" If you are answering the hotline, please say "Vote Smart's **Research Hotline**" instead of "Vote Smart"

Revision [54659]

Edited on 2019-04-03 10:52:40 by Lucia [Updated for format]
Additions:
If you have **Lunch Duty**, you have two options:
Deletions:
If you have **Lunch Duty**, You have two options:

Revision [54658]

Edited on 2019-04-03 10:52:33 by Lucia [Updated for format]
Additions:
If you have **Lunch Duty**, You have two options:
Deletions:
If you have **Lunch Duty**:
You have two options:

Revision [54657]

Edited on 2019-04-03 10:52:04 by Lucia [Updated for format]
Additions:
//Staff// - There IS flexibility on when you can take your lunch (ex: with supervisor permission, you can take it at 2 pm), BUT if you have lunch phones, you **MUST** be at the office during that hour unless there are extenuating circumstances that preventing you from covering phones during that time.
//Interns// - please notify your supervisor when you have lunch phones and what option you will be choosing.
Deletions:
*Staff*
Interns, please notify your supervisor when you have lunch phones and what option you will be choosing.

Revision [54656]

Edited on 2019-04-03 10:47:59 by Lucia [Updated for format]
Additions:
1) You can take your lunch the hour prior (11-12) or the hour after lunch (1-2) as your lunch time that day.
*Staff*
Deletions:
1) You can work while on lunch phones, performing your normal work tasks as well as watching the phone. You can the hour prior to lunch (11-12) or the hour after lunch (1-2) as your lunch time that day.

Revision [21285]

Edited on 2018-04-04 13:01:02 by walker [Updated for format]
Additions:
__If a caller wants to know about OnPoint__

Revision [21284]

Edited on 2018-04-04 13:00:18 by walker [Updated for format]
Additions:
- Internships: Intern Coordinator
Deletions:
- Internships: National Intern Coordinator

Revision [21283]

Edited on 2018-04-04 12:57:04 by walker [Updated for format]
Additions:
To Transfer Calls Within the Office: press the ''Transfer'' key on your phone > dial the 3 digit extension of the person you wish to reach > Press send > inform them what the call is about, wait for their "ok" > hang up
Deletions:
To Transfer Calls Within the Montana Office: press the ''Transfer'' key on your phone > dial the 3 digit extension of the person you wish to reach > Press send > inform them what the call is about, wait for their "ok" > hang up

Revision [21282]

Edited on 2018-04-04 12:49:41 by walker [Updated for format]
Additions:
====[[PhoneManagement Phone Operation]]====
Deletions:
====[[wiki.votesmart.org/PhoneManagement Phone Operation]]====

Revision [21281]

Edited on 2018-04-04 12:48:57 by walker [Updated for format]
Additions:
====[[wiki.votesmart.org/PhoneManagement Phone Operation]]====
Deletions:
====Phone Operation====

Revision [21278]

Edited on 2018-04-04 12:34:55 by walker [Updated for format]
Additions:
1) You can work while on lunch phones, performing your normal work tasks as well as watching the phone. You can the hour prior to lunch (11-12) or the hour after lunch (1-2) as your lunch time that day.
Deletions:
1) You can work while on lunch phones, performing your normal work tasks as well as watching the phone. You can the hour prior to lunch (11-12) or the hour after lunch (12-1) as your lunch time that day.

Revision [21275]

Edited on 2018-04-04 12:11:03 by walker [IA 2018 updates]
Additions:
1) officemgr@votesmart.org, intern@votesmart.org, jobs@votesmart.org (Office Manager)
1) [[IndividualCandidateContacts Candidate/campaign communications]]:"Candidate Line" and politicalcourage@votesmart.org
For most of our phone duties, there is a phone Calendar sent weekly via email. If you are scheduled for primary or lunches and are not going to be in the office, make sure someone is covering your shift. If the replacement forgets, it is the primary shift holder's responsibility. If the primary person is away from their desk - break, meeting, whatever - someone answer the phone if it rings more than twice! Primary person should inform someone that they need to take over for a few minutes, but sometimes we are away from our desks for a minute or two...just ANSWER THE PHONE!
1) You can work while on lunch phones, performing your normal work tasks as well as watching the phone. You can the hour prior to lunch (11-12) or the hour after lunch (12-1) as your lunch time that day.
Operators must be ready to provide help to anyone from an average citizen to C-SPAN junkies to graduate students and professional congressional researchers to our own members. Callers' education, political awareness, knowledge of Vote Smart, and attitude may vary greatly. It is the job of every Vote Smart intern or staff member answering the phone to provide the caller with a pleasant experience. No matter what tone of voice the caller uses, remain polite and professional. As a phone operator, you are speaking on behalf of Vote Smart.
Simply tell callers: "Vote Smart is a nonpartisan organization so I can not comment on that, but if you have a specific question, I can help you answer that based on the facts we cover."
This means you cannot rephrase or reword anything from the database or from our materials, nor can you agree with the caller's phrasing. Interpretation allows for bias; if the caller is confused, offer to reread something slowly but DO NOT PARAPHRASE! Always read things word for word. There are several manuals that define congressional terms and legislative procedures from which you can read if a caller needs further explanation.
===Using the Phone System===
One or several of our phone lines should be set to ring on your phone.
Verify that you have a transfer button and you know where it is.
Also, make sure you know how to use the "hold" button.
internally: dial the 3-digit extension listed on the PhoneList and press "Send"
externally: dial the number as usual
//Vote Smart//: "Thank you for calling Vote Smart. This is ""__________."" How can I help you?" If you are answering the hotline, please say "Vote Smart's **Research Hotline**" instead of "Vote Smart"
At this point, you will determine if a call needs to be transferred (see Screening and Routing Calls for making that determination) or if it's a question you can address. If it's a question you can address, you will need to decide if you can determine an answer within a short time frame (hotline calls have a 3-minute time limit). If it is a more involved question, get an email address or make a phone appointment for them to call Vote Smart back (note: For questions on the hotline, we cannot call people back).
These are classier ways of saying "I don't know" - and we are a classy organization.
Before transferring a call, make sure you ask the person their first and last name, what organization they are from (if any), and what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the PhoneList to find the proper extension.
**Using the Phone System**
To Transfer Calls Within the Montana Office: press the ''Transfer'' key on your phone > dial the 3 digit extension of the person you wish to reach > Press send > inform them what the call is about, wait for their "ok" > hang up
If the person does not answer their phone within 2 rings = the person is not at their desk. The digital screen on your phone will also tell you if that person is "On Another Call." If the person you are trying to transfer to isn't available, simply press the "Cancel" key and inform them that the primary person was not at his or her desk. Inform the caller that you will either a) take a message (to be communicated by email) or b) transfer him or her to another person. > press ''Transfer'' key again > dial another 3 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
5) relationship to VS
Calls for the President or National Director, if they are unreachable or not willing to take a call: **response** " is unavailable at this time, but I can take down your contact information and the reason for calling and can give this information to them when they return." Be proactive about getting them the message ASAP. Never give out personal email addresses, home phone numbers, or office phone numbers without permission. When in doubt as to what to do, ask someone.
==Ending the Phone Call (If you Haven't Transferred It)==
//Vote Smart//: "We appreciate your call and hope you will share us with people you know. Have a nice day, goodbye."
- Internships: National Intern Coordinator
- Voter's Self-Defense Manuals: DevComm staff
- Foundations: DevComm
__Do not give out personal phone numbers or e-mails__
Vote Smart is a nonpartisan, non-profit, political research organization. We provide the nation's first Voter's Self-Defense System. This system allows ordinary citizens to access biographical information, issue positions, voting records, public statements, performance evaluations from special interest groups, campaign contributions for current elected officials and candidates seeking to replace them, and information on voter registration. We were established by national leaders from both sides of the aisle including Jimmy Carter, Gerald Ford, Michael Dukakis and Barry Goldwater. Vote Smart is supported by the Ford and Carnegie Foundations, and has received praise from the New York Times, CNN, and PBS.
~-Available in election years (summer 2018)
~-An interactive tool for voters to instantly see which presidential/congressional candidate they are most compatible with. To use VoteEasy now visit www.votesmart.org/voteeasy.
~-Direct them to votesmart.org/onpoint
Deletions:
1) officemgr, intern@votesmart.org, jobs@votesmart.org (Office Manager)
1) [[IndividualCandidateContacts Candidate/campaign communications]]:"Candidate Line", politicalcourage@votesmart.org, and fax line during PCT Testing (PCT)
For most of our phone duties, there is a phone Calendar sent weekly via email. If you are scheduled for primary or lunches and are not going to be in the office, make sure someone is covering your shift. If the replacement forgets, it is the primary shift holder's responsibility. If the primary person is away from their desk - break, meeting, whatever - someone answer the phone! Primary person should inform someone that they need to take over for a few minutes, but sometimes we are away from our desks for a minute or two...just ANSWER THE PHONE!
1) You can work while on lunch phones, performing your normal work tasks as well as watching the phone. You can take 12:15-12:30 to go get lunch and bring it to the office. In this case, you are permitted to take a different hour during the day for break, usually 11:30-12:30 or 1:30-2:30.
Operators must be ready to provide help to anyone from an average citizen to C-SPAN junkies to graduate students and professional congressional researchers to our own members. Callers' education, political awareness, knowledge of Vote Smart, and attitude may vary greatly. It is the job of every Project Vote Smart intern or staff member answering the phone to provide the caller with a pleasant experience. No matter what tone of voice the caller uses, remain polite and professional. As a phone operator, you are speaking on behalf of Vote Smart.
Simply tell callers: "Project Vote Smart is a non partisan organization so I can not comment on that, but if you have a specific question, I can help you answer that based on facts."
This means you cannot rephrase or reword anything from the database or from reference books, nor can you agree with the caller's phrasing. Interpretation allows for bias; if the caller is confused, offer to reread something slowly but DO NOT PARAPHRASE! Always read things word for word. There are several manuals that define congressional terms and legislative procedures from which you can read if a caller needs further explanation.
===Using the Montana Phone System===
One or several of our phone lines should be set to ring on your phone. You can tell what line is what by pressing feature * 0. The feature button is the one that says "feature," or the one that looks like a satellite going around a planet. Then press the line buttons and it will tell you what line shows up where and any feature buttons (like Vote 1 (Mainline 1), Hotline 1, Transfer, etc.). Verify that you have the appropriate lines displaying, and that you have a transfer button and you know where it is. Also, make sure you know how to use the "hold" button.
internally: dial the 4-digit extension listed on the PhoneList
externally: dial 9 or select a line that is not in use. For out-of-state calls, follow this with 1+area code+7-digit number; for in-state calls, simply dial the 7-digit number.
//Vote Smart//: "Thank you for calling Project Vote Smart. This is ""__________."" How can I help you?" If you are answering the hotline, please say "Project Vote Smart's **Research Hotline**" instead of "Project Vote Smart"
At this point, you will determine if a call needs to be transferred (see Screening and Routing Calls for making that determination) or if it's a question you can address. If it's a question you can address, you will need to decide if you can determine an answer within a short time frame (hotline calls have a 3 minute time limit). If it is a more involved question, get an email address or make a phone appointment for them to call Vote Smart back (note: For questions on the hotline, we cannot call people back).
These are classier ways of saying "I don't know," - and we are a classy organization.
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the PhoneList to find the proper extension.
**Using the Montana Phone System**
To Transfer Calls Within the Montana Office: press ''transfer'' key on your phone > dial the 4 digit extension of the person you wish to reach > inform them what the call is about, wait for their "ok" > hang up
To Transfer Calls Externally: If you must transfer to someone in another office, two lines must be available. Click the transfer button then dial 9+1+ and the office number for out-of-state calls and 9+7-digit number for in-state calls. If for some reason this isn't working, your phone will beep. Likely there are not two lines available. In this case, try clicking the transfer button again, selecting another mainline that is free instead of dialing 9, then dial the appropriate number.
If the person does not answer their phone within 2 rings = the person is not at their desk. The digital screen on your phone will also tell you if that person is "On Another Call." If the person you are trying to transfer to isn't available, simply press the blinking key again (brings you back to the caller) and inform them that the primary person was not at his or her desk. Inform the caller that you will transfer him or her to another person. > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
Conference calls connect 1 or more lines together allowing several parties to be on the line at once. For conference calls using more than two parties, it's best to use our dedicated conference line on the PhoneList.
For a simple conference call in the MT office:
1) Make or answer the first call
1) Put the first call on hold
1) Make or answer the second call
1) after the second call is connected, press Feature 3
1) Press the line or intercom button of the first held call
1) Press Release to end the conference call
5) relationship to PVS
Calls for RK, Adelaide or Kristen if they are unreachable or not willing to take a call...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return." Be proactive about getting him or her the message ASAP. Never give out Richard's personal email address, home phone number, or office phone number without permission. When in doubt as to what to do, ask someone.
==Ending the Phone Call (If you Haven't Transferred It==
//Vote Smart//: "We appreciate your call and hope you will share us with people you know. Have a nice day, good bye."
- National (10-week) Internships: National Intern Coordinator
- Member Internships: DevComm
- Voter's Self-Defense Manuals/USGOM: DevComm staff
- Foundations: Richard
- Foreign-Language Speakers: If someone is speaking in Spanish and does not understand English, transfer the caller to a Spanish-speaker on staff, if available. Otherwise, see: [[PhoneCallsInSpanish Addressing Spanish-Speaking Phone Calls]].
__Do not give out personal phone numbers or e-mails__ - Especially Richard's home or office.
Project Vote Smart is a nonpartisan, non-profit, political research organization. We provide the nation's first Voter's Self-Defense System. This system allows ordinary citizens to access biographical information, issue positions, voting records, public statements, performance evaluations from special interest groups, campaign contributions for current elected officials and candidates seeking to replace them, and information on voter registration. We were established by national leaders from both sides of the aisle including Jimmy Carter, Gerald Ford, Michael Dukakis and Barry Goldwater. The Project is supported by the Ford and Carnegie Foundations, and has received praise from the New York Times, CNN, and PBS.
~-An interactive tool for voters to instantly see which presidential/congressional candidate they are most compatible with. To use VoteEasy now visit www.votesmart.org.
__About E-newsletter__
~-The e-newsletter, Common Ground, is our monthly electronic newsletter that provides brief updates about Project Vote Smart, elections, and other political information. Just another way to keep yourself up-to-date with factual political information. [Make sure you have their email address correctly spelled if they say 'OK']
~-The opportunity to visit and/or volunteer at our research headquarters at the Great Divide Ranch in southwest Montana.

Revision [20407]

Edited on 2017-10-31 12:43:22 by Rachael [IA 2018 updates]
Additions:
~-For more specific instructions on the comments@ email see: CommentsEmail
Deletions:
~-CommentsEmail

Revision [20334]

Edited on 2017-10-18 15:54:22 by Rachael [IA 2018 updates]
Additions:
1) officemgr, intern@votesmart.org, jobs@votesmart.org (Office Manager)
~-CommentsEmail
Deletions:
1) officemgr@, intern@votesmart.org, jobs@votesmart.org (Office Manager)
~-Comments@Email

Revision [20332]

Edited on 2017-10-18 15:50:13 by Rachael [IA 2018 updates]
Additions:
~-Comments@Email

Revision [17866]

Edited on 2016-06-02 16:11:40 by bill [IA 2018 updates]
Additions:
Interns, please notify your supervisor when you have lunch phones and what option you will be choosing.

Revision [17865]

Edited on 2016-06-02 15:19:25 by bill [IA 2018 updates]
Additions:
You have two options:
1) You can work while on lunch phones, performing your normal work tasks as well as watching the phone. You can take 12:15-12:30 to go get lunch and bring it to the office. In this case, you are permitted to take a different hour during the day for break, usually 11:30-12:30 or 1:30-2:30.
Deletions:
You have two options: 1) You can work while on lunch phones, performing your normal work tasks as well as watching the phone. You can take 12:15-12:30 to go get lunch and bring it to the office. In this case, you are permitted to take a different hour during the day for break, usually 11:30-12:30 or 1:30-2:30.

Revision [17864]

Edited on 2016-06-02 15:19:05 by bill [IA 2018 updates]

No Differences

Revision [17863]

Edited on 2016-06-02 15:18:47 by bill [IA 2018 updates]
Additions:
You have two options: 1) You can work while on lunch phones, performing your normal work tasks as well as watching the phone. You can take 12:15-12:30 to go get lunch and bring it to the office. In this case, you are permitted to take a different hour during the day for break, usually 11:30-12:30 or 1:30-2:30.
Deletions:
You have two options: 1) You can work while on lunch phones, performing your normal work tasks as well as watching the phone. You can take 12:15-12:30 to go get lunch and bring it to the office. In this case, you are permitted to take a different hour during the day for break, usually 11:30-12:30 or 1:30-2:30.

Revision [17862]

Edited on 2016-06-02 15:18:34 by bill [IA 2018 updates]
Additions:
You have two options: 1) You can work while on lunch phones, performing your normal work tasks as well as watching the phone. You can take 12:15-12:30 to go get lunch and bring it to the office. In this case, you are permitted to take a different hour during the day for break, usually 11:30-12:30 or 1:30-2:30.
2) Alternatively, you can choose not to work while you are on phone duty, in which case that would count as your lunch hour.
Deletions:
You have a choice of (1) going to the lodge at 12:15, getting a plate of food, bringing it back to the office by 12:30, and eating it during your lunch hotline shift. This option allows you to bank an hour of work, assuming you do not take an hour long break later in the day. You may also (2) take your lunch hour later in the day (1:30-2:30) or earlier in the morning (11:30-12:30), just as long as you are back for 12:30 phone duty.

Revision [16649]

Edited on 2015-09-21 09:32:20 by KristenVicedomini [IA 2018 updates]
Additions:
==Conference Calls==
Conference calls connect 1 or more lines together allowing several parties to be on the line at once. For conference calls using more than two parties, it's best to use our dedicated conference line on the PhoneList.
For a simple conference call in the MT office:
1) Make or answer the first call
1) Put the first call on hold
1) Make or answer the second call
1) after the second call is connected, press Feature 3
1) Press the line or intercom button of the first held call
1) Press Release to end the conference call

Revision [16319]

Edited on 2015-07-22 14:53:27 by Melanie Magnotto [IA 2018 updates]
Additions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the PhoneList to find the proper extension.
To Transfer Calls Externally: If you must transfer to someone in another office, two lines must be available. Click the transfer button then dial 9+1+ and the office number for out-of-state calls and 9+7-digit number for in-state calls. If for some reason this isn't working, your phone will beep. Likely there are not two lines available. In this case, try clicking the transfer button again, selecting another mainline that is free instead of dialing 9, then dial the appropriate number.
Deletions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the Routing Instructions and the PhoneList to find the proper extension.
To Transfer Calls Externally: If you must transfer to someone in another office, dial 9+1+ and the office number for out-of-state calls and 9+7-digit number for in-state calls. If for some reason this isn't working, select another mainline that is free instead of dialing 9, then see the office manager for a fix on your phone.

Revision [14650]

Edited on 2015-03-31 09:49:32 by KristenVicedomini [IA 2018 updates]
Additions:
====Scheduling and Responsibilities====
Deletions:
==Scheduling and Responsibilities==

Revision [14649]

Edited on 2015-03-31 09:48:30 by KristenVicedomini [IA 2018 updates]
Additions:
You may be asked to monitor and answer any of our one or more of these main communication channels advertised to the public:
1) [[Mainline Business communications, Members, Media, and General Inquiries]]: Main Line, fax line, and snail mail (Office Manager and DevComm)
1) [[HotLine Research questions from the general public]]: "Hotline," comments@votesmart.org, and Uservoice (Research)
1) [[APIandDataRequests Research requests]]: research@votesmart.org (Research)
1) Special Interest Group Inquiries: ratings@votesmart.org (Research)
1) Tech Support: webmaster@votesmart.org and Uservoice (IT)
Deletions:
You may be asked to answer any of our one or more of these main communication channels advertised to the public:
1) Business communications, Members, Media, and General Inquiries: [[MainLine "Main Line"]] and fax line (Office Manager and DevComm)
1) Research questions from the general public: [[HotLine "Hotline"]] and comments@/Uservoice (Research)
1) Research requests: research@votesmart.org (Research)
1) Tech Support: webmaster@votesmart.org (IT)

Revision [14648]

Edited on 2015-03-31 09:43:09 by KristenVicedomini [IA 2018 updates]
Additions:
1) Business communications, Members, Media, and General Inquiries: [[MainLine "Main Line"]] and fax line (Office Manager and DevComm)
1) [[IndividualCandidateContacts Candidate/campaign communications]]:"Candidate Line", politicalcourage@votesmart.org, and fax line during PCT Testing (PCT)
Deletions:
1) Business communications, Members, Media, and General Inquiries: [[MainLine "Main Line"]] (Office Manager and DevComm)
1) [[IndividualCandidateContacts Candidate/campaign communications]]:"Candidate Line" and politicalcourage@votesmart.org (PCT)

Revision [14647]

Edited on 2015-03-31 09:42:06 by KristenVicedomini [IA 2018 updates]
Deletions:
CommentsAccount

Revision [14646]

Edited on 2015-03-31 09:41:20 by KristenVicedomini [IA 2018 updates]
Additions:
HotlineResources>>
You may be asked to answer any of our one or more of these main communication channels advertised to the public:
1) Business communications, Members, Media, and General Inquiries: [[MainLine "Main Line"]] (Office Manager and DevComm)
1) officemgr@, intern@votesmart.org, jobs@votesmart.org (Office Manager)
1) membership@votesmart.org, media@votesmart.org (DevComm)
1) [[IndividualCandidateContacts Candidate/campaign communications]]:"Candidate Line" and politicalcourage@votesmart.org (PCT)
1) Research questions from the general public: [[HotLine "Hotline"]] and comments@/Uservoice (Research)
1) Research requests: research@votesmart.org (Research)
1) Tech Support: webmaster@votesmart.org (IT)
A caller may make biased statements, you cannot respond in any way to partisan remarks.
====Email Coverage====
~-One staff member should be in charge of each email account. They are welcome to reroute questions and requests to interns and other staff - within reason; otherwise email should be responded to within 3 business days or sooner
~-ALWAYS include the [[http://wiki.votesmart.org/BoilerPlate Boiler Plate]]
~-It is best to set a specific time every day for checking and responding to these emails - consistency will remind you to complete this task.
~-Develop and use canned/template responses to streamline communications
~-Keep your email organized and save records as necessary
Deletions:
HotlineResources
[[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]]>>
====**Overview**====
You may be asked to answer any of our three phone lines: MainLine, [[IndividualCandidateContacts Candidate Line]], and HotLine. For more detailed instructions on each of those phone lines, please reference those pages.
You will need to be able to find answers to a variety of questions; knowing our website makes this easier, see and HotlineResources.
Staff members will also be responsible for external communications through the [[http://wiki.votesmart.org/CommentsAccount Comments Account]]
A caller may make biased statements, you cannot respond in any way to partisan remarks.

Revision [14644]

Edited on 2015-03-31 09:15:58 by KristenVicedomini [IA 2018 updates]
Additions:
You will need to be able to find answers to a variety of questions; knowing our website makes this easier, see and HotlineResources.
==Scheduling and Responsibilities==
====Training====
In addition to reading this manual, please complete the following exercise to familiarize yourself with our website: [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]]
====Guidelines for External Communications====
====Phone Operation====
==Answering the Phone==
==Determine Next Steps==
==Keep calls brief==
==Transferring Calls==
==Taking a Message==
==Ending the Phone Call (If you Haven't Transferred It==
====Screening and Routing Communications====
====Answers to Some Basic Questions====
====Handling Basic Requests====
Deletions:
You will need to be able to find answers to a variety of questions; knowing our website makes this easier, see [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]] and HotlineResources.
==Scheduling==
====**Phone Operation**====
==**Answering the Phone**==
==**Determine Next Steps**==
==**Keep calls brief**==
==**Transferring Calls**:==
==**Taking a Message**==
==**Ending the Phone Call (If you Haven't Transferred It)**==
====**Screening and Routing Communications**====
====**Additional Guidelines for Communications**====
====**Answers to Some Basic Questions**====
====**Handling Basic Requests**====

Revision [14643]

Edited on 2015-03-31 09:09:09 by KristenVicedomini [IA 2018 updates]
Additions:
=====Comprehensive Phone Guide and External Communications=====
====**Overview**====
Operators must be ready to provide help to anyone from an average citizen to C-SPAN junkies to graduate students and professional congressional researchers to our own members. Callers' education, political awareness, knowledge of Vote Smart, and attitude may vary greatly. It is the job of every Project Vote Smart intern or staff member answering the phone to provide the caller with a pleasant experience. No matter what tone of voice the caller uses, remain polite and professional. As a phone operator, you are speaking on behalf of Vote Smart.
====**Phone Operation**====
===Using the Montana Phone System===
===Phone Answering Procedure===
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the Routing Instructions and the PhoneList to find the proper extension.
**Using the Montana Phone System**
To Transfer Calls Externally: If you must transfer to someone in another office, dial 9+1+ and the office number for out-of-state calls and 9+7-digit number for in-state calls. If for some reason this isn't working, select another mainline that is free instead of dialing 9, then see the office manager for a fix on your phone.
Calls for RK, Adelaide or Kristen if they are unreachable or not willing to take a call...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return." Be proactive about getting him or her the message ASAP. Never give out Richard's personal email address, home phone number, or office phone number without permission. When in doubt as to what to do, ask someone.
====**Screening and Routing Communications**====
====**Additional Guidelines for Communications**====
====**Answers to Some Basic Questions**====
====**Handling Basic Requests**====
Deletions:
====Comprehensive Phone Guide and External Communications====
===**Overview**===
Operators must be ready to provide help to anyone from an average citizen to C-SPAN junkies to graduate students and professional congressional researchers to our own members. Callers' education, political awareness, knowledge of Vote Smart, and attitude may vary greatly. It is the job of every Project Vote Smart intern or staff member answering the phone to provide the caller with a pleasant experience. No matter what tone of voice the caller uses, remain polite and professional. As a phone operator, you are speaking on behalf of the Project.
===**Phone Operation**===
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the Routing Instructions in the PhoneList to find the proper extension.
To Transfer Calls Externally: If you must transfer to someone in another office, dial 9+1+ and the office number for out-of-state calls and 9+7-digit number for in-state calls.
If your supervisor tells you to transfer a call to Richard's office or the Kimball residence, and the previous instructions are not working for you, follow these steps.
* You can ONLY transfer to the Kimball office or residence if both mainlines are free.
- Press transfer.
- Select the other mainline that is free.
- Dial 859-8700/ 859-8699. Don't dial the area code or anything, just the 7-digit phone number.
- Talk to Richard or Adelaide and explain the call, then hang up.
Calls for RK, Adelaide or Kristen if they are unreachable or not willing to take a call...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return." Be proactive about getting him or her the message ASAP. Never give out Richard's personal email address, home phone number, or office phone number without permission. When in doubt as to what to do, ask someone. In the unusual case of a call which should be transferred to Richard and when he is in the Montana Office: dial 9 before you transfer. Do not dial 1 and the area code - this will not work for Montana numbers.
===**Screening and Routing Communications**===
===**Additional Guidelines for Communications**===
===**Answers to Some Basic Questions**===
===**Handling Basic Requests**===

Revision [14638]

Edited on 2015-03-31 08:34:13 by KristenVicedomini [redirects]
Additions:
[[IndividualCandidateContacts Campaign/Candidate Communications]]
You may be asked to answer any of our three phone lines: MainLine, [[IndividualCandidateContacts Candidate Line]], and HotLine. For more detailed instructions on each of those phone lines, please reference those pages.
- [[IndividualCandidateContacts Candidates/Campaigns]]: PCT Department (candidate attacks go to PCT Director); these contacts are recorded in Contact Logs
Deletions:
CandidateLine
You may be asked to answer any of our three phone lines: MainLine, CandidateLine, and HotLine. For more detailed instructions on each of those phone lines, please reference those pages.
- Candidates/Campaigns: PCT Department (candidate attacks go to PCT Director); these contacts are recorded in Contact Logs

Revision [14558]

Edited on 2015-03-25 14:04:36 by KristenVicedomini [redirects]
Additions:
[[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]]>>
==Scheduling==
==Sales calls==
==General Routing==
Deletions:
[[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]]>>**Outline**
//Overview//
//Scheduling//
//Phone Operation//
//Screening and Routing Communications//
//Additional Guidelines for Communications//
//Answers to Some Basic Questions//
//How to Handle Basic Requests//
**Scheduling**
__Sales calls__
__General Routing__

Revision [14557]

Edited on 2015-03-25 14:02:17 by KristenVicedomini [redirects]
Additions:
>>{{{toc}}}>>

Revision [14249]

Edited on 2015-02-23 10:02:24 by KristenVicedomini [minor edits]
Additions:
The Office Manager is responsible for setting up phones and phone lines, updating the phone list, and troubleshooting problems. Please see the Office Manager if you are experiencing any difficulty
**Email this message to the appropriate party immediately, so that they may deal with the issue.
**
Calls for RK, Adelaide or Kristen if they are unreachable or not willing to take a call...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return." Be proactive about getting him or her the message ASAP. Never give out Richard's personal email address, home phone number, or office phone number without permission. When in doubt as to what to do, ask someone. In the unusual case of a call which should be transferred to Richard and when he is in the Montana Office: dial 9 before you transfer. Do not dial 1 and the area code - this will not work for Montana numbers.
The best way to screen sales calls is to ask them who they are, what organization they represent, and to what they are calling in reference. Please be very cautious when answering calls from businesses, as they are sometimes not legitimate, and oftentimes don't have a previous relationship with our organization. If they are representing a company we do not do business with, take a message and pass it on to the Office Manager. They will often try to con you into revealing some information about our organization - sometimes it's as innocent as the name of our business, my name, or our address. Other times they will try to con you into accepting a free, no-strings-attached trial offer. Remember TINSTAAFL: There Is No Such Thing As A Free Lunch. Eventually that information gets used to send us products that we don't need and didn't order, followed by a hefty invoice, or else is fed to other companies that do so. Unfortunately there are many businesses out there who's entire model is to take advantage of nice, unsuspecting, inexperienced people. Keep an eye out for Progressive Business Publications in particular, as staff have been duped by them at least twice. Thankfully we were able to get out of $400 worth of bills. If it's clearly a cold call or a scammer, you should ask them to remove us from their call list and feel free to threaten legal action if necessary to stop the harassment.
In general, communications should be directed to the following staffers (We generally do not transfer calls to department directors):
- Candidates/Campaigns: PCT Department (candidate attacks go to PCT Director); these contacts are recorded in Contact Logs
- Media: Communications Director, Adelaide, and finally the National Director, unless it's a major national media outlet (CBS, ABC. FOX, 60 Minutes, Boston Globe, Washington Post, etc.), in which case the Comm Director should be bypassed in favor of Adelaide, Richard, or the National Director. Please try to get the person's name, state, whatever media organization they are with, and the subject of their call before transferring. If you must take a message, make sure to ask what their deadline is.
- Foundations: Richard
- People asking for Richard Kimball or Adelaide- STAFF: If you are uncertain about whether or not a particular call should be so transferred, transfer it instead to a staff member or your supervisor. INTERNS: Please transfer all such requests to your staff supervisor.
- Members of the public asking questions about our content: Hotline Operators on duty
Deletions:
Email this message to the appropriate party immediately, so that they may deal with the issue.
Calls for RK, Adelaide or Kristen...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return." Be proactive about getting him or her the message ASAP. Never give out Richard's personal email address, home phone number, or office phone number without permission. When in doubt as to what to do, ask someone. In the unusual case of a call which should be transferred to Richard and when he is in the Montana Office: dial 9 before you transfer. Do not dial 1 and the area code - this will not work for Montana numbers.
The best way to screen sales calls is to ask them who they are, what organization they represent, and to what they are calling in reference. Please be very cautious when answering calls from businesses, as they are sometimes not legitimate, and oftentimes don't have a previous relationship with our organization. They will often try to con you into revealing some information about our organization - sometimes it's as innocent as the name of our business, my name, or our address. Other times they will try to con you into accepting a free, no-strings-attached trial offer. Remember TINSTAAFL: There Is No Such Thing As A Free Lunch. Eventually that information gets used to send us products that we don't need and didn't order, followed by a hefty invoice, or else is fed to other companies that do so. Unfortunately there are many businesses out there who's entire model is to take advantage of nice, unsuspecting, inexperienced people. Keep an eye out for Progressive Business Publications in particular, as staff have been duped by them at least twice. Thankfully we were able to get out of $400 worth of bills. If it's clearly a cold call or a scammer, you should ask them to remove us from their call list and feel free to threaten legal action if necessary to stop the harassment.
In general, communications should be directed to the following staffers (We do not transfer calls to department directors):
- Candidates/Campaigns: PCT Department (candidate attacks go to PCT Director)
- Media: Communications Director, Adelaide, and finally the National Director, unless it's a major national media outlet (CBS, ABC. FOX, 60 Minutes, Boston Globe, Washington Post, etc.), in which case the Comm Director should be bypassed in favor of Adelaide, Richard, or the National Director. Please try to get the person's name, state and whatever media they are with before transferring
- People asking for Richard Kimball or Adelaide- STAFF: If you are uncertain about whether or not a particular call should be so transferred, transfer it instead to a staff member or your supervisor. INTERNS: Please transfer all such requests to your staff supervisor.

Revision [14227]

Edited on 2015-02-16 09:33:48 by KristenVicedomini [minor edits]
Additions:
One or several of our phone lines should be set to ring on your phone. You can tell what line is what by pressing feature * 0. The feature button is the one that says "feature," or the one that looks like a satellite going around a planet. Then press the line buttons and it will tell you what line shows up where and any feature buttons (like Vote 1 (Mainline 1), Hotline 1, Transfer, etc.). Verify that you have the appropriate lines displaying, and that you have a transfer button and you know where it is. Also, make sure you know how to use the "hold" button.
To make outgoing calls:
internally: dial the 4-digit extension listed on the PhoneList
externally: dial 9 or select a line that is not in use. For out-of-state calls, follow this with 1+area code+7-digit number; for in-state calls, simply dial the 7-digit number.
Deletions:
One or several of our phone lines should be set to ring on your phone. You can tell what line is what by pressing feature * 0. The feature button is the one that says "feature," or the one that looks like a satellite going around a planet. Then press the line buttons and it will tell you what line shows up where and any feature buttons (like Vote 1 (Mailine 1), Hotline 1, Transfer, etc.). Make sure you have a transfer button and you know where it is. Also, make sure you know how to use the "hold" button.

Revision [12307]

Edited on 2014-12-24 15:27:04 by KristenVicedomini [minor edits]
Additions:
__Do not give out personal phone numbers or e-mails__ - Especially Richard's home or office.
Take a message or provide the proper departments' email address:
~-General Email and Site Content: comments@votesmart.org
~-Membership Inquiries: membership@votesmart.org
~-Political Courage Test: politicalcourage@votesmart.org
~-Internship Inquiries: intern@votesmart.org
~-Employment Inquiries: jobs@votesmart.org
~-Technical Questions and Problems: webmaster@votesmart.org

Revision [12306]

Edited on 2014-12-24 15:24:44 by KristenVicedomini [minor edits]
Additions:
//Additional Guidelines for Communications//
//How to Handle Basic Requests//
===**Additional Guidelines for Communications**===
Deletions:
//Rules of Thumb//
===**Rules of Thumb**===

Revision [12305]

Edited on 2014-12-24 15:22:42 by KristenVicedomini [minor edits]
Additions:
__Never respond to a caller with: "I don't know."__
If you can't or it doesn't make sense to transfer or consult someone else, say:
These are classier ways of saying "I don't know," - and we are a classy organization.
==**Keep calls brief**==
__don't use abbreviations (PVS/PCT/VSDM)__
Deletions:
__Keep calls brief.__
__Never respond to a caller with: "I don't know." and don't use abbreviations (PVS/PCT/VSDM)__
Instead, say:
These are classier ways of saying "I don't know," - and we are a classy organization.

Revision [12304]

Edited on 2014-12-24 15:08:48 by KristenVicedomini [minor edits]
Additions:
One or several of our phone lines should be set to ring on your phone. You can tell what line is what by pressing feature * 0. The feature button is the one that says "feature," or the one that looks like a satellite going around a planet. Then press the line buttons and it will tell you what line shows up where and any feature buttons (like Vote 1 (Mailine 1), Hotline 1, Transfer, etc.). Make sure you have a transfer button and you know where it is. Also, make sure you know how to use the "hold" button.
//Vote Smart//: "Thank you for calling Project Vote Smart. This is ""__________."" How can I help you?" If you are answering the hotline, please say "Project Vote Smart's **Research Hotline**" instead of "Project Vote Smart"
After introducing yourself and asking how you can help the caller, it is likely that he or she will ask a question. **LISTEN** to the question...don't rush to transfer the call or jump to a conclusion and answer a question they didn't ask. Have patience; figure out what the question actually is.
Somewhere in the conversation get their name and state from where they are calling. This allows you to remain professional by using their name in conversation and when transferring a call.
==**Determine Next Steps**==
At this point, you will determine if a call needs to be transferred (see Screening and Routing Calls for making that determination) or if it's a question you can address. If it's a question you can address, you will need to decide if you can determine an answer within a short time frame (hotline calls have a 3 minute time limit). If it is a more involved question, get an email address or make a phone appointment for them to call Vote Smart back (note: For questions on the hotline, we cannot call people back).
Deletions:
One or several of our phone lines should be set to ring on your phone. You can tell what line is what by pressing feature * 0. The feature button is the one that says "feature," or the one that looks like a satellite going around a planet. Then press the line buttons and it will tell you what line shows up where and any feature buttons (like Vote 1, Hotline 1, Transfer, etc.). Make sure you have a transfer button and you know where it is. Also, make sure you know how to use the "hold" button.
//Vote Smart//: "Thank you for calling Project Vote Smart. This is ""__________."" How can I help you?"

Revision [12303]

Edited on 2014-12-24 14:33:05 by KristenVicedomini [minor edits]
Additions:
==**Taking a Message**==
Deletions:
==**Taking a Message*==

Revision [12302]

Edited on 2014-12-24 14:32:35 by KristenVicedomini [minor edits]
Additions:
//Screening and Routing Communications//
==**Answering the Phone**==
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the Routing Instructions in the PhoneList to find the proper extension.
To Transfer Calls Within the Montana Office: press ''transfer'' key on your phone > dial the 4 digit extension of the person you wish to reach > inform them what the call is about, wait for their "ok" > hang up
To Transfer Calls Externally: If you must transfer to someone in another office, dial 9+1+ and the office number for out-of-state calls and 9+7-digit number for in-state calls.
If your supervisor tells you to transfer a call to Richard's office or the Kimball residence, and the previous instructions are not working for you, follow these steps.
==**Taking a Message*==
==**Ending the Phone Call (If you Haven't Transferred It)**==
Once you've dealt with their initial inquiry, ask them if there is anything else you may help them with. If no, continue as follows:
===**Screening and Routing Communications**===
__General Routing__
In general, communications should be directed to the following staffers (We do not transfer calls to department directors):
- People asking for Richard Kimball or Adelaide- STAFF: If you are uncertain about whether or not a particular call should be so transferred, transfer it instead to a staff member or your supervisor. INTERNS: Please transfer all such requests to your staff supervisor.
- Foreign-Language Speakers: If someone is speaking in Spanish and does not understand English, transfer the caller to a Spanish-speaker on staff, if available. Otherwise, see: [[PhoneCallsInSpanish Addressing Spanish-Speaking Phone Calls]].
Deletions:
//Transferring Calls//
//How to Start and End a Phone Call//
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the PhoneList to find the proper extension. If you must transfer to someone in another office, dial 9+1+ and the office number for out-of-state calls and 9+7-digit number for in-state calls.
To Transfer Calls: press ''transfer'' key on your phone > dial the 4 digit extension of the person you wish to reach > inform them what the call is about, wait for their "ok" > hang up
In general, phone calls should be directed to the following staffers (We do not transfer calls to department directors):
If you need to transfer a call to Richard's office or the Kimball residence, follow these steps. STAFF: If you are uncertain about whether or not a particular call should be so transferred, transfer it instead to a staff member or your supervisor. INTERNS: Please transfer all such requests to your staff supervisor.
__Spanish Language Calls__
If someone is speaking in Spanish and does not understand English, transfer the caller to a Spanish-speaker on staff, if available. Otherwise, see: [[PhoneCallsInSpanish Addressing Spanish-Speaking Phone Calls]].
VoteEasy in spanish: http://www.votafuturo.com/
Simply click on "Encuesta de Candidatos" - this tool uses Project Vote Smart's data to create a similar VoteEasy tool. Please direct spanish speaking callers to this website if they want to know about spanish language political materials.
**How to Start and End a Phone Call**
End of Call:

Revision [12298]

Edited on 2014-12-24 13:27:24 by KristenVicedomini [minor edits]
Additions:
- Candidates/Campaigns: PCT Department (candidate attacks go to PCT Director)
- API and "technical" questions *Please try to get some information about what specifically they would like to talk about and then direct their calls/emails in the following manner:
- questions about registration, their API key, our terms of service, payment, subscription, or any other administrative question about their account can go to the Office Manager
- questions about or issues with our data, including questions about frequency of updates, go to whatever department's data they are asking about
-Technical questions, problems with the API service itself, or feature requests for the API should go to IT - Get specifics of IT question... and suggest that the best way to get in touch with our IT department is by sending a detailed description of the problem to webmaster@votesmart.org
Deletions:
- Candidates/Campaigns: PCT Department
- Candidate Attacks: PCT Director
- Questions about Elections or Candidacy: QC
- Questions about VoteEasy: VoteEasy lead or PCT Director
- Speeches: Research Director
- Interest Group Ratings: Research Director
- API, Subscription questions or problems with service: Office Manager; Data issue: the appropriate department; Technical problems: IT
- Members Wanting to Set Up Recurring Donations: DevComm
- Media: National Director

Revision [12297]

Edited on 2014-12-24 13:18:00 by KristenVicedomini [minor edits]
Additions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the PhoneList to find the proper extension. If you must transfer to someone in another office, dial 9+1+ and the office number for out-of-state calls and 9+7-digit number for in-state calls.
- Media: Communications Director, Adelaide, and finally the National Director, unless it's a major national media outlet (CBS, ABC. FOX, 60 Minutes, Boston Globe, Washington Post, etc.), in which case the Comm Director should be bypassed in favor of Adelaide, Richard, or the National Director. Please try to get the person's name, state and whatever media they are with before transferring
If the Vote Smart employee you are attempting to reach is unavailable, take a message being sure to get the following information (doublecheck the spelling with the caller for accuracy):
===**Handling Basic Requests**===
//**If a caller wants to be taken off of the mailing list**//
1.ask why they would like to be taken off of the mailing list.
2.if the recipient has died, DevComm handles the issue
3.if the recipient is alive, ask if they have ever donated to Vote Smart
1.yes, alive and yes, donated - transfer to DevComm
2.yes, alive and no, donated - take their name down. Do nothing with it. Prospecting mailing recipient
(Note: Often members will call in with a response to a mailing they received from us and the Dev/Comm department will be best equipped to handle those calls, and record them properly in the database. If membership requires the assistance of another department, say it turns out the member really want to figure out how they can donate time doing some IT for us, membership will handle that with the necessary departments. To the extent we can, we want to give the members a single point of contact. Also, any changes to membership, e.g. removing from the mailing list should also go to Dev/Comm, and if unavailable take a detailed message noting full name (watch spelling) and state.)
Deletions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the PhoneList to find the proper extension. If you must transfer to someone in another office, dial 9+1+ and the office number.
If the Vote Smart employee you are attempting to reach is unavailable, take a message being sure to get the following information:
===*Handling Basic Requests*===
~

Revision [12296]

Edited on 2014-12-24 12:56:29 by KristenVicedomini [minor edits]
Additions:
===*Handling Basic Requests*===
Deletions:
===*Handling Basic Requests*====

Revision [12295]

Edited on 2014-12-24 12:54:22 by KristenVicedomini [minor edits]
Additions:
__About Becoming a Member__: ($45 is the suggested donation amount, but we will take any amount of money. $5 etc. Note that if someone is looking to make a donation, the call should be rerouted to the Development Department)
===*Handling Basic Requests*====
~
Deletions:
__About Becoming a Member__: ($45 is the suggested donation amount, but we will take any amount of money. $5 etc)

Revision [12290]

Edited on 2014-12-24 12:18:33 by KristenVicedomini [minor edits]
Additions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. If it is a campaign or candidate, ask what state, office, and district the candidate is running for. Consult the PhoneList to find the proper extension. If you must transfer to someone in another office, dial 9+1+ and the office number.
- Candidates/Campaigns: PCT Department
Deletions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. Consult the PhoneList to find the proper extension. If you must transfer to someone in another office, dial 9+1+ and the office number.
- Department Staffers in the Montana Office

Revision [11168]

Edited on 2014-07-04 06:44:08 by KristenVicedomini [minor edits]
Additions:
Operators must be ready to provide help to anyone from an average citizen to C-SPAN junkies to graduate students and professional congressional researchers to our own members. Callers' education, political awareness, knowledge of Vote Smart, and attitude may vary greatly. It is the job of every Project Vote Smart intern or staff member answering the phone to provide the caller with a pleasant experience. No matter what tone of voice the caller uses, remain polite and professional. As a phone operator, you are speaking on behalf of the Project.
Deletions:
Operators must be ready to provide help to anyone from C-SPAN junkies to graduate students and professional congressional researchers to our own members. It is the job of every Project Vote Smart intern or staff member answering the phone to provide the caller with a pleasant experience. No matter what tone of voice the caller uses, remain polite and professional. As a phone operator, you are speaking on behalf of the Project.

Revision [11167]

Edited on 2014-07-04 06:38:55 by KristenVicedomini [minor edits]
Additions:
====Comprehensive Phone Guide and External Communications====
Deletions:
[[http://www.example.com Page Title]]====Comprehensive Phone Guide and External Communications====

Revision [11152]

Edited on 2014-07-02 14:32:24 by KristenVicedomini [minor edits]
Additions:
If the person does not answer their phone within 2 rings = the person is not at their desk. The digital screen on your phone will also tell you if that person is "On Another Call." If the person you are trying to transfer to isn't available, simply press the blinking key again (brings you back to the caller) and inform them that the primary person was not at his or her desk. Inform the caller that you will transfer him or her to another person. > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
The best way to screen sales calls is to ask them who they are, what organization they represent, and to what they are calling in reference. Please be very cautious when answering calls from businesses, as they are sometimes not legitimate, and oftentimes don't have a previous relationship with our organization. They will often try to con you into revealing some information about our organization - sometimes it's as innocent as the name of our business, my name, or our address. Other times they will try to con you into accepting a free, no-strings-attached trial offer. Remember TINSTAAFL: There Is No Such Thing As A Free Lunch. Eventually that information gets used to send us products that we don't need and didn't order, followed by a hefty invoice, or else is fed to other companies that do so. Unfortunately there are many businesses out there who's entire model is to take advantage of nice, unsuspecting, inexperienced people. Keep an eye out for Progressive Business Publications in particular, as staff have been duped by them at least twice. Thankfully we were able to get out of $400 worth of bills. If it's clearly a cold call or a scammer, you should ask them to remove us from their call list and feel free to threaten legal action if necessary to stop the harassment.
Deletions:
If the person does not answer their phone within 2 rings = the person is not at their desk. Simply press blinking key again (brings you back to the caller) inform them that the primary person was not at his or her desk. Inform the caller that you will transfer him or her to another person. > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
The best way to screen sales calls is to ask them who they are, what organization they represent, and to what they are calling in reference. Please be very cautious when answering calls from businesses, as they are sometimes not legitimate, and oftentimes don't have a previous relationship with our organization. They will often try to con you into revealing some information about our organization - sometimes it's as innocent as the name of our business, my name, or our address. Other times they will try to con you into accepting a free, no-strings-attached trial offer. Eventually that information gets used to send us products that we don't need and didn't order, followed by a hefty invoice, or else is fed to other companies that do so. Unfortunately there are many businesses out there who's entire model is to take advantage of nice, unsuspecting, inexperienced people. Keep an eye out for Progressive Business Publications in particular, as staff have been duped by them at least twice. Thankfully we were able to get out of $400 worth of bills. If it's clearly a cold call or a scammer, you should ask them to remove us from their call list and feel free to threaten legal action if necessary to stop the harassment.

Revision [10797]

Edited on 2014-04-28 10:46:41 by KristenVicedomini [minor edits]
Additions:
~-number of copies - members (up to 25; more than 25, ask DevComm/Natl Director); non-members ("a few" - no more than 3; but ask membership first - may be able to accommodate for students/education purposes)
~-If they ask "when will I receive this information?" - We send these manuals out in bulk, so it should between 2-4 weeks. If they have a serious problem with this, put them on hold and ask DevComm exactly when the next mailing is - unlikely we can make exceptions.
Deletions:
~-number of copies - members (up to 25; more than 25, ask Membership/Natl Director); non-members ("a few" - no more than 3; but ask membership first - may be able to accommodate for students/education purposes)
~-If they ask "when will I receive this information?" - We send these manuals out in bulk, so it should between 2-4 weeks. If they have a serious problem with this, put them on hold and ask Eric exactly when the next mailing is - unlikely we can make exceptions.

Revision [10795]

Edited on 2014-04-28 10:40:22 by KristenVicedomini [minor edits]
Additions:
- Candidate Attacks: PCT Director
- Questions about Elections or Candidacy: QC
- Questions about VoteEasy: VoteEasy lead or PCT Director
- Speeches: Research Director
- Interest Group Ratings: Research Director
- Voter's Self-Defense Manuals/USGOM: DevComm staff
- API, Subscription questions or problems with service: Office Manager; Data issue: the appropriate department; Technical problems: IT
- National (10-week) Internships: National Intern Coordinator
- Member Internships: DevComm
- Members Wanting to Set Up Recurring Donations: DevComm
- Media: National Director
Deletions:
- Candidate Attacks: Claire
- Questions about Elections or Candidacy: Nick
- Questions about VoteEasy: Claire
- Speeches: Mike M.
- Interest Group Ratings: Katy
- K-12 Civics Education: Katy (not really, but kind of)
- Voter's Self-Defense Manuals/USGOM: DevComm staff (Hannah or Eric)
- API, Subscription questions or problems with service: Office Manager, Jim; Data issue: the appropriate department; Technical problems: Shultz
- National (10-week) Internships: Office Manager, Jim
- Member Internships: Hannah
- Members Wanting to Set Up Recurring Donations: Eric
- Media: Rachel

Revision [10566]

Edited on 2014-01-17 13:49:16 by ClaireBattaglia [minor edits]
Additions:
- Questions about Elections or Candidacy: Nick
- Speeches: Mike M.
Deletions:
- Questions about Elections or Candidacy: Ingrid
- Speeches: Mike M. or Laura

Revision [9682]

Edited on 2013-08-28 08:10:40 by ClaireBattaglia [minor edits]
Additions:
- Questions about Elections or Candidacy: Ingrid
Deletions:
- Questions about Elections or Candidacy: Claire

Revision [9649]

Edited on 2013-08-23 11:06:29 by ClaireBattaglia [minor edits]
Additions:
- Questions about Elections or Candidacy: Claire
- Interest Group Ratings: Katy
Deletions:
- Questions about Elections or Candidacy: Kylie
- Interest Group Ratings: Jason/Katy

Revision [9278]

Edited on 2013-06-05 11:44:42 by JimHarrold [minor edits]
Additions:
If you need to transfer a call to Richard's office or the Kimball residence, follow these steps. STAFF: If you are uncertain about whether or not a particular call should be so transferred, transfer it instead to a staff member or your supervisor. INTERNS: Please transfer all such requests to your staff supervisor.
* You can ONLY transfer to the Kimball office or residence if both mainlines are free.
- Press transfer.
- Select the other mainline that is free.
- Dial 859-8700/ 859-8699. Don't dial the area code or anything, just the 7-digit phone number.
- Talk to Richard or Adelaide and explain the call, then hang up.

Revision [9090]

Edited on 2013-05-15 13:52:37 by LauraDiamond [minor edits]
Additions:
- Speeches: Mike M. or Laura
Deletions:
- Speeches: Mike or Laura

Revision [9089]

Edited on 2013-05-15 13:52:18 by LauraDiamond [minor edits]
Additions:
- Candidate Attacks: Claire
- Questions about Elections or Candidacy: Kylie
- Questions about VoteEasy: Claire
- Speeches: Mike or Laura
- Voter's Self-Defense Manuals/USGOM: DevComm staff (Hannah or Eric)
- API, Subscription questions or problems with service: Office Manager, Jim; Data issue: the appropriate department; Technical problems: Shultz
- National (10-week) Internships: Office Manager, Jim
- Media: Rachel
Deletions:
- Candidate Attacks: Ben
- Questions about Elections or Candidacy: Ben
- Questions about VoteEasy: Oren or Masha
- Speeches: Katy
- Voter's Self-Defense Manuals/USGOM: DevComm staff
- API, Subscription questions or problems with service: Office Manager; Data issue: the appropriate department; Technical problems: Shultz
- National (10-week) Internships: Office Manager

Revision [8695]

Edited on 2013-04-23 14:23:05 by KatyDupre [minor edits]
Additions:
CommentsAccount

Revision [8670]

Edited on 2013-04-23 13:53:24 by KatyDupre [minor edits]
Additions:
[[http://www.example.com Page Title]]====Comprehensive Phone Guide and External Communications====
Deletions:
====Comprehensive Phone Guide and External Communications====

Revision [8669]

Edited on 2013-04-23 13:52:58 by KatyDupre [minor edits]
Additions:
Staff members will also be responsible for external communications through the [[http://wiki.votesmart.org/CommentsAccount Comments Account]]
Deletions:
Staff members will also be responsible for external communications through the CommentsAccount

Revision [8668]

Edited on 2013-04-23 13:52:30 by KatyDupre [minor edits]
Additions:
Staff members will also be responsible for external communications through the CommentsAccount
Deletions:
Staff members will also be responsible for external communications through the [[http://www.wiki.votesmart.org/commentsaccount Comments Account]]

Revision [8667]

Edited on 2013-04-23 13:49:56 by KatyDupre [minor edits]
Additions:
Staff members will also be responsible for external communications through the [[http://www.wiki.votesmart.org/commentsaccount Comments Account]]
Deletions:
Staff members will also be responsible for external communications through the [[http://www.wiki.votesmart.org/comments@ Comments Account]]

Revision [8666]

Edited on 2013-04-23 13:49:37 by KatyDupre [minor edits]
Additions:
Staff members will also be responsible for external communications through the [[http://www.wiki.votesmart.org/comments@ Comments Account]]

Revision [8665]

Edited on 2013-04-23 13:46:35 by KatyDupre [minor edits]
Deletions:
Comments@ Account

Revision [8664]

Edited on 2013-04-23 13:46:24 by KatyDupre [minor edits]
Additions:
====Comprehensive Phone Guide and External Communications====
Comments@ Account
Deletions:
====Comprehensive Phone Guide====

Revision [8465]

Edited on 2013-03-27 15:54:58 by MichaelM [minor edits]
Deletions:
//Things to Remember//

Revision [8464]

Edited on 2013-03-27 15:54:45 by MichaelM [minor edits]

No Differences

Revision [8463]

Edited on 2013-03-27 15:53:37 by MichaelM [minor edits]
Deletions:
__We do not fax, mail or call anyone back from the Hotline__ with answers to their research question - unless they are a member!
If they are members, get their special request and contact information. Otherwise, the caller can call us back--it's a toll free call--or we will email them information. The only time we mail anything is PVS Publications, which include the Voter's Self-Defense Manual and brochures. Please give that contact information and number of materials to Membership Department (Eric 2304).

Revision [8460]

Edited on 2013-03-27 15:51:20 by MichaelM [minor edits]
Additions:
__Spanish Language Calls__
If someone is speaking in Spanish and does not understand English, transfer the caller to a Spanish-speaker on staff, if available. Otherwise, see: [[PhoneCallsInSpanish Addressing Spanish-Speaking Phone Calls]].
VoteEasy in spanish: http://www.votafuturo.com/
Simply click on "Encuesta de Candidatos" - this tool uses Project Vote Smart's data to create a similar VoteEasy tool. Please direct spanish speaking callers to this website if they want to know about spanish language political materials.
__Sales calls__
The best way to screen sales calls is to ask them who they are, what organization they represent, and to what they are calling in reference. Please be very cautious when answering calls from businesses, as they are sometimes not legitimate, and oftentimes don't have a previous relationship with our organization. They will often try to con you into revealing some information about our organization - sometimes it's as innocent as the name of our business, my name, or our address. Other times they will try to con you into accepting a free, no-strings-attached trial offer. Eventually that information gets used to send us products that we don't need and didn't order, followed by a hefty invoice, or else is fed to other companies that do so. Unfortunately there are many businesses out there who's entire model is to take advantage of nice, unsuspecting, inexperienced people. Keep an eye out for Progressive Business Publications in particular, as staff have been duped by them at least twice. Thankfully we were able to get out of $400 worth of bills. If it's clearly a cold call or a scammer, you should ask them to remove us from their call list and feel free to threaten legal action if necessary to stop the harassment.

Revision [8459]

Edited on 2013-03-27 15:49:31 by MichaelM [minor edits]
Additions:
~-As a member you will be the first to receive updates and new info on all of our programs and services.
Deletions:
~-As a member you will be the first to receive updates and new info on all of our programs and services.
[Transfer call to Hannah (2233) or Eric (2225) if caller is interested in learning more]

Revision [8452]

Edited on 2013-03-27 15:40:34 by MichaelM [minor edits]
Additions:
For most of our phone duties, there is a phone Calendar sent weekly via email. If you are scheduled for primary or lunches and are not going to be in the office, make sure someone is covering your shift. If the replacement forgets, it is the primary shift holder's responsibility. If the primary person is away from their desk - break, meeting, whatever - someone answer the phone! Primary person should inform someone that they need to take over for a few minutes, but sometimes we are away from our desks for a minute or two...just ANSWER THE PHONE!
You have a choice of (1) going to the lodge at 12:15, getting a plate of food, bringing it back to the office by 12:30, and eating it during your lunch hotline shift. This option allows you to bank an hour of work, assuming you do not take an hour long break later in the day. You may also (2) take your lunch hour later in the day (1:30-2:30) or earlier in the morning (11:30-12:30), just as long as you are back for 12:30 phone duty.
Deletions:
For most of our phone duties, there is a phone Calendar sent weekly via email. If you are scheduled for primary or lunches and are not going to be in the office, make sure someone is covering your shift. If the replacement forgets, it is the primary shift holder's responsibility.
You have a choice of (1) to the lodge at 12:15, getting a plate of food, bringing it back to the office by 12:30, and eating it during your lunch hotline shift. This option allows you to bank an hour of work, assuming you do not take an hour long break later in the day. You may also (2) take your lunch hour later in the day (1:30-2:30) or earlier in the morning (11:30-12:30), just as long as you are back for 12:30 phone duty.
If the primary person is away from their desk - break, meeting, whatever - someone answer the phone! Primary person should inform someone that they need to take over for a few minutes, but sometimes we are away from our desks for a minute or two...just ANSWER THE PHONE!

Revision [8451]

Edited on 2013-03-27 15:39:21 by MichaelM [minor edits]
Additions:
This means you cannot rephrase or reword anything from the database or from reference books, nor can you agree with the caller's phrasing. Interpretation allows for bias; if the caller is confused, offer to reread something slowly but DO NOT PARAPHRASE! Always read things word for word. There are several manuals that define congressional terms and legislative procedures from which you can read if a caller needs further explanation.
If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. To take a special request: make detailed notes of the caller's questions and get an email address to send a response. If the caller does not have an email address ask him or her to call us back. The reason for these time limits is that if all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. Further, many of those who have come before you have found that it is faster and easier to solve problems when not on the phone.
If they are members, get their special request and contact information. Otherwise, the caller can call us back--it's a toll free call--or we will email them information. The only time we mail anything is PVS Publications, which include the Voter's Self-Defense Manual and brochures. Please give that contact information and number of materials to Membership Department (Eric 2304).
Deletions:
This means you cannot rephrase or reword anything from the database or from reference books, nor can you agree with the caller's phrasing. Interpretation allows for bias; if the caller is confused, offer to reread something slowly but DO NOT PARAPHRASE! Always read things word for word. There are several manuals that define congressional terms and legislative procedures from which you can read if a caller needs further explanation. If a caller asks for information about Project Vote Smart make sure to touch on the points mentioned in the **[[PVSAbout Long Answer]]** section, and offer to send the caller our Voter Self-Defense Manual (U.S. Congress only).
If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. To take a special request: make detailed notes of the caller's questions and get an email address to send a response. If the caller does not have an email address ask him or her to call us back. The reason for these time limits is that if all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. Further, many of those who have come before you have found that it is faster and easier to locate answers to questions and solutions to problems when not on the phone.
If they are members, get their special request and contact information. Otherwise, the caller can call us back--it's a toll free call--or we will email them information. The only time we mail anything is PVS Publications, which include the Voter's Self- Defense Manual and brochures. ; Please give that contact information and number of materials to Membership Department (Eric 2304)

Revision [8450]

Edited on 2013-03-27 15:36:24 by MichaelM [minor edits]
Deletions:
===**Things to Remember**===
__Try to be brief__.
3 Minute limit for hotline calls.
__No personal calls on the Hotline__.
Do not transfer any personal calls to anyone here at work;
"Staff Call-ins" are appropriate when staff members are away from the office.
__Do not give out personal phone numbers or e-mails__ - Especially Richard's home or office.
Take a message or provide the proper departments' email address:
~-General Email and Site Content: comments@votesmart.org
~-Membership Inquiries: membership@votesmart.org
~-Political Courage Test: politicalcourage@votesmart.org
~-Internship Inquiries: intern@votesmart.org
~-Employment Inquiries: jobs@votesmart.org
~-Technical Questions and Problems: webmaster@votesmart.org

Revision [8449]

Edited on 2013-03-27 15:35:41 by MichaelM [minor edits]
Additions:
//Vote Smart//: "Sir/ma'am, unless you have a specific question for me, I'm going to have to let you go so I can keep the lines open. Please feel free to call us back with a specific, factual question."
//Vote Smart//: "Sir/ma'am, that's not something that I can comment on because Project Vote Smart is a nonpartisan political research organization. If you don't have a specific factual question, I'm going to have to let you go so I can keep the lines open."
//Vote Smart//: "Sir/ma'am, that's going to take me some time to answer and I have to keep this line open. Do you have an e-mail address to which I can send this information?"
//Vote Smart//: "That's not information I have right in front of me. I'm going to need to take a little time to answer that question. Do you have an email account to which I can send an answer? Or can you please call me back?"
//Vote Smart//: "That's a question I'm going to need time to research. What I can do is take a special request and spend some time researching the information for you. Do you have an email account to which I can send this information?
Deletions:
"Sir/ma'am, unless you have a specific question for me, I'm going to have to let you go so I can keep the lines open. Please feel free to call us back with a specific, factual question."
"Sir/ma'am, that's not something that I can comment on because Project Vote Smart is a nonpartisan political research organization. If you don't have a specific factual question, I'm going to have to let you go so I can keep the lines open."
"Sir/ma'am, that's going to take me some time to answer and I have to keep this line open. Do you have an e-mail address to which I can send this information?"
"That's not information I have right in front of me. I'm going to need to take a little time to answer that question. Do you have an email account to which I can send an answer? Or can you please call me back?"
"That's a question I'm going to need time to research. What I can do is take a special request and spend some time researching the information for you. Do you have an email account to which I can send this information?

Revision [8442]

Edited on 2013-03-27 15:30:24 by MichaelM [minor edits]
Additions:
[[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]]>>**Outline**
Deletions:
[[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]]>>
**Outline**

Revision [8438]

Edited on 2013-03-27 15:24:25 by MichaelM [minor edits]
Additions:
PhoneList
HotlineResources
[[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]]>>
You will need to be able to find answers to a variety of questions; knowing our website makes this easier, see [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]] and HotlineResources.
Deletions:
PhoneList>>
You will need to be able to find answers to a variety of questions; knowing our website makes this easier, see [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]] and [[http://wiki.votesmart.org/HotlineResources Research Tips]].

Revision [8437]

Edited on 2013-03-27 15:22:08 by MichaelM [minor edits]
Additions:
>>**Important Links**
MainLine
CandidateLine
HotLine
[[PVSAbout Long Answer]]
PhoneList>>
If the person does not answer their phone within 2 rings = the person is not at their desk. Simply press blinking key again (brings you back to the caller) inform them that the primary person was not at his or her desk. Inform the caller that you will transfer him or her to another person. > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
Deletions:
if the person does not answer their phone within 2 rings = the person is not at their desk. Simply press blinking key again (brings you back to the caller) inform them that the primary person was not at his or her desk. Inform the caller that you will transfer him or her to another person. > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.

Revision [8430]

Edited on 2013-03-27 13:24:56 by MichaelM [minor edits]
Additions:
//Things to Remember//

Revision [8429]

Edited on 2013-03-27 13:24:38 by MichaelM [minor edits]
Additions:
__Try to be brief__.
3 Minute limit for hotline calls.
__No personal calls on the Hotline__.
Do not transfer any personal calls to anyone here at work;
"Staff Call-ins" are appropriate when staff members are away from the office.
__Do not give out personal phone numbers or e-mails__ - Especially Richard's home or office.
Take a message or provide the proper departments' email address:
~-Political Courage Test: politicalcourage@votesmart.org
Deletions:
__**Non-Hotline Calls**__: **Members, Donations, Candidate Calls, Media Calls** - these calls have a **10-minute** time frame.
If all of the lines are busy, the caller will get a message asking them to call back.
__We do not fax, mail or call anyone back from the Hotline__ with answers to their research question - unless they are a member!
If they are members, get their special request and contact information. Otherwise, the caller can call us back--it's a toll free call--or we will email them information. The only time we mail anything is PVS Publications, which include the Voter's Self-Defense Manual and brochures - This information is handled by Membership
__No personal calls on the Hotline__ Do not transfer any personal calls to anyone here at work; "Staff Call-ins" are appropriate when staff members are away from the office.
__Do not give out personal phone numbers or e-mails__ Especially Richard's Home or Office. Take a message or provide the proper departments' email address.
~-Political Courage Test Email:politicalcourage@votesmart.org

Revision [8428]

Edited on 2013-03-27 13:23:51 by MichaelM [minor edits]
Additions:
===**Things to Remember**===
__**Non-Hotline Calls**__: **Members, Donations, Candidate Calls, Media Calls** - these calls have a **10-minute** time frame.
If all of the lines are busy, the caller will get a message asking them to call back.
__We do not fax, mail or call anyone back from the Hotline__ with answers to their research question - unless they are a member!
If they are members, get their special request and contact information. Otherwise, the caller can call us back--it's a toll free call--or we will email them information. The only time we mail anything is PVS Publications, which include the Voter's Self-Defense Manual and brochures - This information is handled by Membership
__No personal calls on the Hotline__ Do not transfer any personal calls to anyone here at work; "Staff Call-ins" are appropriate when staff members are away from the office.
__Do not give out personal phone numbers or e-mails__ Especially Richard's Home or Office. Take a message or provide the proper departments' email address.
~-General Email and Site Content: comments@votesmart.org
~-Membership Inquiries: membership@votesmart.org
~-Political Courage Test Email:politicalcourage@votesmart.org
~-Internship Inquiries: intern@votesmart.org
~-Employment Inquiries: jobs@votesmart.org
~-Technical Questions and Problems: webmaster@votesmart.org

Revision [8423]

Edited on 2013-03-27 13:15:41 by MichaelM [minor edits]

No Differences

Revision [8422]

Edited on 2013-03-27 13:10:17 by MichaelM [minor edits]
Additions:
You will need to be able to find answers to a variety of questions; knowing our website makes this easier, see [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]] and [[http://wiki.votesmart.org/HotlineResources Research Tips]].
Deletions:
You will need to be able to find answers to a variety of questions; being fluent in our site makes this easier, see [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]] and [[http://wiki.votesmart.org/HotlineResources Research Tips]].

Revision [8420]

Edited on 2013-03-27 13:08:58 by MichaelM [minor edits]
Additions:
Project Vote Smart is a nonpartisan, non-profit, political research organization. We provide the nation's first Voter's Self-Defense System. This system allows ordinary citizens to access biographical information, issue positions, voting records, public statements, performance evaluations from special interest groups, campaign contributions for current elected officials and candidates seeking to replace them, and information on voter registration. We were established by national leaders from both sides of the aisle including Jimmy Carter, Gerald Ford, Michael Dukakis and Barry Goldwater. The Project is supported by the Ford and Carnegie Foundations, and has received praise from the New York Times, CNN, and PBS.
Deletions:
Project Vote Smart is a nonpartisan, non-profit, political research organization. We provide the nation's first Voter's Self-Defense System. This system allows ordinary citizens to access biographical information, issue positions, voting records, public statements, performance evaluations from special interest groups, campaign contributions for current elected officials and candidates seeking to replace them, and information on voter registration.
We were established by national leaders from both sides of the aisle including Jimmy Carter, Gerald Ford, Michael Dukakis and Barry Goldwater.
The Project is supported by the Ford and Carnegie Foundations, and has received praise from the New York Times, CNN, and PBS.

Revision [8419]

Edited on 2013-03-27 13:08:12 by MichaelM [minor edits]
Additions:
===**Phone Operation**===
==**Transferring Calls**:==
===**Rules of Thumb**===
__"What is Project Vote Smart?"__
__What information do we have?__
__If a caller wants Voter's Self-Defense Manual:__
__If a caller wants to know about VoteEasy__
__About E-newsletter__
__About Becoming a Member__: ($45 is the suggested donation amount, but we will take any amount of money. $5 etc)
Deletions:
===Phone Operation===
==Transferring Calls:==
==**Rules of Thumb**==
**"What is Project Vote Smart?"**
**What information do we have?**
**If a caller wants Voter's Self-Defense Manual:**
**If a caller wants to know about VoteEasy**
**About E-newsletter**
**About Becoming a Member**: ($45 is the suggested donation amount, but we will take any amount of money. $5 etc)

Revision [8412]

Edited on 2013-03-27 12:57:00 by MichaelM [minor edits]
Additions:
//Vote Smart//: "Thank you for calling Project Vote Smart. This is ""__________."" How can I help you?"
//Vote Smart//: "Would you be interested in signing up for our e-newsletter or maybe becoming a member of Vote Smart?"
//Vote Smart//: "We appreciate your call and hope you will share us with people you know. Have a nice day, good bye."
Deletions:
//Vote Smart//:
"Thank you for calling Project Vote Smart. This is ""__________."" How can I help you?"
//Vote Smart//:
"Would you be interested in signing up for our e-newsletter or maybe becoming a member of Vote Smart?"
//Vote Smart//:
"We appreciate your call and hope you will share us with people you know. Have a nice day, good bye."

Revision [8411]

Edited on 2013-03-27 12:56:38 by MichaelM [minor edits]
Additions:
//How to Start and End a Phone Call//
Beginning of call:
The phone rings **once** and you answer it:
//Vote Smart//:
End of Call:
Ask if the caller is a member or is signed up for the e-newsletter. If not:

//Vote Smart//:
"Would you be interested in signing up for our e-newsletter or maybe becoming a member of Vote Smart?"
Always, at the very end:
//Vote Smart//:
"We appreciate your call and hope you will share us with people you know. Have a nice day, good bye."
Deletions:
==Beginning of call==
The phone rings once and you answer it:
//Vote Smart//:
==Basic End of Call==
//Vote Smart//:
"We very much appreciate your call today and hope you will share us with people you know. Have a nice day, good bye."

Revision [8409]

Edited on 2013-03-27 12:01:41 by MichaelM [minor edits]
Additions:
**How to Start and End a Phone Call**
==Basic End of Call==
//Vote Smart//:
Deletions:
**How to Answer and End a Phone Call**
==Basic End of Call==:

Revision [8396]

Edited on 2013-03-27 09:22:20 by MichaelM [minor edits]
Additions:
If the Vote Smart employee you are attempting to reach is unavailable, take a message being sure to get the following information:
Deletions:
If the Vote Smart Employee you are attempting to reach is unavailable, take a message being sure to get the following information:

Revision [8395]

Edited on 2013-03-27 09:21:49 by MichaelM [minor edits]
Additions:
"That's not information I have right in front of me. I'm going to need to take a little time to answer that question. Do you have an email account to which I can send an answer? Or can you please call me back?"
"That's a question I'm going to need time to research. What I can do is take a special request and spend some time researching the information for you. Do you have an email account to which I can send this information?
**About E-newsletter**
~-The e-newsletter, Common Ground, is our monthly electronic newsletter that provides brief updates about Project Vote Smart, elections, and other political information. Just another way to keep yourself up-to-date with factual political information. [Make sure you have their email address correctly spelled if they say 'OK']
~-The opportunity to visit and/or volunteer at our research headquarters at the Great Divide Ranch in southwest Montana.
~-Receive free copies of our annual publications such as the Voter's Self Defense Manual, which is actually takes a candidates' public record and puts it in a pocket-sized, hand-held format.
~-As a member you will be the first to receive updates and new info on all of our programs and services.
Deletions:
"That's not information I have right in front of me. I'm going to need to take a little time to answer that question. Do you have an email account to which I can send an answer? Or can you please call me back?"
"That's a question I'm going to need time to research. What I can do is take a special request and spend some time researching the information for you. Do you have an email account to which I can send this information?
**About E-newsletter**:
The e-newsletter, Common Ground, is our monthly electronic newsletter that provides brief updates about Project Vote Smart, elections, and other political information. Just another way to keep yourself up-to-date with factual political information.
[Make sure you have their email address correctly spelled if they say 'OK']
(1) The opportunity to visit and/or volunteer at our research headquarters at the Great Divide Ranch in southwest Montana.
(2)Receive free copies of our annual publications such as the Voter's Self Defense Manual, which is actually takes a candidates' public record and puts it in a pocket-sized, hand-held format.
(3)As a member you will be the first to receive updates and new info on all of our programs and services.

Revision [8394]

Edited on 2013-03-27 09:20:12 by MichaelM [minor edits]
Additions:
==Basic End of Call==:
Deletions:
==__Basic End of Call__==:

Revision [8393]

Edited on 2013-03-27 09:19:53 by MichaelM [minor edits]
Additions:
**How to Answer and End a Phone Call**
==__Basic End of Call__==:
"We very much appreciate your call today and hope you will share us with people you know. Have a nice day, good bye."
Deletions:
**How to Answer a Phone**

Revision [8392]

Edited on 2013-03-27 09:18:21 by MichaelM [minor edits]
Additions:
**How to Answer a Phone**
==Beginning of call==
The phone rings once and you answer it:
//Vote Smart//:
"Thank you for calling Project Vote Smart. This is ""__________."" How can I help you?"

Revision [8389]

Edited on 2013-03-27 09:15:51 by MichaelM [minor edits]
Additions:
**About E-newsletter**:
The e-newsletter, Common Ground, is our monthly electronic newsletter that provides brief updates about Project Vote Smart, elections, and other political information. Just another way to keep yourself up-to-date with factual political information.
[Make sure you have their email address correctly spelled if they say 'OK']
**About Becoming a Member**: ($45 is the suggested donation amount, but we will take any amount of money. $5 etc)
Because we are funded exclusively by small individual contributions, as a donor, you are considered a member of Vote Smart which includes benefits such as:
(1) The opportunity to visit and/or volunteer at our research headquarters at the Great Divide Ranch in southwest Montana.
(2)Receive free copies of our annual publications such as the Voter's Self Defense Manual, which is actually takes a candidates' public record and puts it in a pocket-sized, hand-held format.
(3)As a member you will be the first to receive updates and new info on all of our programs and services.
[Transfer call to Hannah (2233) or Eric (2225) if caller is interested in learning more]

Revision [8388]

Edited on 2013-03-27 09:14:37 by MichaelM [minor edits]
Additions:
If a caller has other questions, being familiar with these pages may help: HotlineResources and [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]].
Deletions:
If a caller has other questions these pages may help: HotlineResources and [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]].

Revision [8387]

Edited on 2013-03-27 09:13:44 by MichaelM [minor edits]
Additions:
You may be asked to answer any of our three phone lines: MainLine, CandidateLine, and HotLine. For more detailed instructions on each of those phone lines, please reference those pages.
You will need to be able to find answers to a variety of questions; being fluent in our site makes this easier, see [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]] and [[http://wiki.votesmart.org/HotlineResources Research Tips]].
Deletions:
You may be asked to answer any of our three phone lines: MainLine, CandidateLine, and HotLine. For more detailed instructions on each of those phone lines, please reference those pages. You may also find these pages useful: //[[http://wiki.votesmart.org/HotlineResources Research Tips]]// and [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]].

Revision [8386]

Edited on 2013-03-27 09:10:49 by MichaelM [minor edits]
Additions:
~-name, mailing address, number of copies (see below)
~-number of copies - members (up to 25; more than 25, ask Membership/Natl Director); non-members ("a few" - no more than 3; but ask membership first - may be able to accommodate for students/education purposes)
~-Give the information to Membership
~-If they ask "when will I receive this information?" - We send these manuals out in bulk, so it should between 2-4 weeks. If they have a serious problem with this, put them on hold and ask Eric exactly when the next mailing is - unlikely we can make exceptions.
Deletions:
(1)name, mailing address, number of copies (see below)
(2)number of copies - members (up to 25; more than 25, ask Membership/Natl Director); non-members ("a few" - no more than 3; but ask membership first - may be able to accommodate for students/education purposes)
(3)Give the information to Membership
(4)If they ask "when will I receive this information?" - We send these manuals out in bulk, so it should between 2-4 weeks. If they have a serious problem with this, put them on hold and ask Eric exactly when the next mailing is - unlikely we can make exceptions.

Revision [8383]

Edited on 2013-03-27 09:06:14 by MichaelM [minor edits]
Deletions:
You have a choice of (1) to the lodge at 12:15, getting a plate of food, bringing it back to the office by 12:30, and eating it during your lunch hotline shift. This option allows you to bank an hour of work, assuming you do not take an hour long break later in the day. You may also (2) take your lunch hour later in the day (1:30-2:30) or earlier in the morning (11:30-12:30), just as long as you are back for 12:30 phone duty. With this option it would be prudent to ask someone to make a plate of food for you to eat at your convenience.

Revision [8382]

Edited on 2013-03-27 09:00:18 by MichaelM [minor edits]
Additions:
//Scheduling//

Revision [8381]

Edited on 2013-03-27 08:59:50 by MichaelM [minor edits]
Additions:
**Scheduling**
For most of our phone duties, there is a phone Calendar sent weekly via email. If you are scheduled for primary or lunches and are not going to be in the office, make sure someone is covering your shift. If the replacement forgets, it is the primary shift holder's responsibility.
You have a choice of (1) to the lodge at 12:15, getting a plate of food, bringing it back to the office by 12:30, and eating it during your lunch hotline shift. This option allows you to bank an hour of work, assuming you do not take an hour long break later in the day. You may also (2) take your lunch hour later in the day (1:30-2:30) or earlier in the morning (11:30-12:30), just as long as you are back for 12:30 phone duty.

Revision [8377]

Edited on 2013-03-27 08:52:47 by MichaelM [minor edits]
Additions:
//Answers to Some Basic Questions//

Revision [8376]

Edited on 2013-03-27 08:51:33 by MichaelM [minor edits]
Additions:
===**Answers to Some Basic Questions**===
If a caller has other questions these pages may help: HotlineResources and [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]].
Deletions:
==**End of Call**==
Ask if the caller is a member or is signed up for the e-newsletter. If not:
//Vote Smart//:
"Would you be interested in signing up for our e-newsletter or maybe becoming a member of Vote Smart?"
Always, at the very end:
//Vote Smart//:
"We appreciate your call and hope you will share us with people you know. Have a nice day, good bye."

Revision [8375]

Edited on 2013-03-27 08:48:28 by MichaelM [minor edits]
Additions:
**"What is Project Vote Smart?"**
When you answer a call, this is one of the first questions you may be asked.
Short Answer:
**What information do we have?**
==**End of Call**==
Ask if the caller is a member or is signed up for the e-newsletter. If not:
//Vote Smart//:
"Would you be interested in signing up for our e-newsletter or maybe becoming a member of Vote Smart?"
Always, at the very end:
//Vote Smart//:
"We appreciate your call and hope you will share us with people you know. Have a nice day, good bye."
Deletions:
When you answer a call, one of the first questions you may be asked is **"What is Project Vote Smart?"**
**Short Answer**:

Revision [8374]

Edited on 2013-03-27 08:43:53 by MichaelM [minor edits]
Additions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, it is important to ask what city and state they live in. Consult the PhoneList to find the proper extension. If you must transfer to someone in another office, dial 9+1+ and the office number.
Deletions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, be sure to also ask what city and state they live in. Consult the [[PhoneList Phone List]] to find the proper extension. If you must transfer to someone in another office, dial 9+1+ and the office number.

Revision [8373]

Edited on 2013-03-27 08:41:23 by MichaelM [minor edits]
Additions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, be sure to also ask what city and state they live in. Consult the [[PhoneList Phone List]] to find the proper extension. If you must transfer to someone in another office, dial 9+1+ and the office number.
Deletions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, be sure to also ask what city and state they live in. Consult the [[PhoneList Phone List]] to find the proper extension. If you must transfer to someone in another office, you must dial 9+1+ and the office number.

Revision [8371]

Edited on 2013-03-27 08:39:50 by MichaelM [minor edits]
Additions:
You may be asked to answer any of our three phone lines: MainLine, CandidateLine, and HotLine. For more detailed instructions on each of those phone lines, please reference those pages. You may also find these pages useful: //[[http://wiki.votesmart.org/HotlineResources Research Tips]]// and [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]].
One or several of our phone lines should be set to ring on your phone. You can tell what line is what by pressing feature * 0. The feature button is the one that says "feature," or the one that looks like a satellite going around a planet. Then press the line buttons and it will tell you what line shows up where and any feature buttons (like Vote 1, Hotline 1, Transfer, etc.). Make sure you have a transfer button and you know where it is. Also, make sure you know how to use the "hold" button.
Deletions:
You may be asked to answer any of three phone lines: MainLine, CandidateLine, and HotLine. For more detailed instructions on each of those phone lines, please reference those pages. You may also find these pages useful: //[[http://wiki.votesmart.org/HotlineResources Research Tips]]// and [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]].
One or several of our phone lines should be set to ring on your phone. You can tell what line is what by pressing feature * 0. The feature button is the one that says "feature," or the one that looks like a satellite going around a planet. Then press the line buttons and it will tell you what line shows up where and any feature buttons (like Vote 1, Hotline 1, Transfer, etc.). Make sure you have a transfer button and you know where it is.

Revision [8370]

Edited on 2013-03-27 08:33:00 by MichaelM [minor edits]

No Differences

Revision [8369]

Edited on 2013-03-27 08:32:30 by MichaelM [minor edits]
Additions:
If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. To take a special request: make detailed notes of the caller's questions and get an email address to send a response. If the caller does not have an email address ask him or her to call us back. The reason for these time limits is that if all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. Further, many of those who have come before you have found that it is faster and easier to locate answers to questions and solutions to problems when not on the phone.
Deletions:
If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. To take a special request: make detailed notes of the caller's questions and get an email address to send a response. If the caller does not have an email address ask him or her to call us back. The reason for these time limits is that if all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. Further, many of those who have come before you have found that it is faster if not easier to find answers to questions and solutions to problems when they weren't holding a phone and being addressed.

Revision [8368]

Edited on 2013-03-27 08:31:10 by MichaelM [minor edits]
Additions:
Calls for RK, Adelaide or Kristen...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return." Be proactive about getting him or her the message ASAP. Never give out Richard's personal email address, home phone number, or office phone number without permission. When in doubt as to what to do, ask someone. In the unusual case of a call which should be transferred to Richard and when he is in the Montana Office: dial 9 before you transfer. Do not dial 1 and the area code - this will not work for Montana numbers.
Deletions:
Calls for RK, Adelaide or Kristen...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return." Be proactive about getting him or her the message ASAP. Never give out Richard's personal email address, home phone number, or office phone number without permission. When in doubt as to what to do, ask someone.
In the unusual case of a call which should be transferred to Richard and when he is in the Montana Office: dial 9 before you transfer. Do not dial 1 and the area code - this will not work for Montana numbers.

Revision [8363]

Edited on 2013-03-27 08:18:37 by MichaelM [minor edits]
Additions:
You may be asked to answer any of three phone lines: MainLine, CandidateLine, and HotLine. For more detailed instructions on each of those phone lines, please reference those pages. You may also find these pages useful: //[[http://wiki.votesmart.org/HotlineResources Research Tips]]// and [[http://wiki.votesmart.org/Usingthewebsite Navigating Our Website]].
Deletions:
You may be asked to answer any of three phone lines: MainLine, CandidateLine, and HotLine. For more detailed instructions on each of those phone lines, please reference those pages.

Revision [8361]

Edited on 2013-03-26 17:55:27 by MichaelM [minor edits]
Additions:
If the caller would like more information about who we are and what we do, you can use the **[[PVSAbout Long Answer]]**.
If the caller is looking for information we collect, it is available on our web page. Many people who call the Hotline will have access to the Internet, and you can help to guide callers to the helpful resources on our site. These are some of the features of our website that will help them:
~-Legislation, which monitors the status of major federal legislation
~-State Key Votes, which monitors the status of major state legislation
~-Voter registration forms for each state
~-Candidate filing deadlines
~-Local Election Offices and absentee ballot information
~-Ballot measure descriptions for each state, where applicable
~-Links to federal and state government agencies, political parties and issue organizations.
~-Outreach programs for News Media Partnerships and Vote Smart Classroom.
~-PVS membership and internship opportunities
**If a caller wants Voter's Self-Defense Manual:**
(1)name, mailing address, number of copies (see below)
(2)number of copies - members (up to 25; more than 25, ask Membership/Natl Director); non-members ("a few" - no more than 3; but ask membership first - may be able to accommodate for students/education purposes)
(3)Give the information to Membership
(4)If they ask "when will I receive this information?" - We send these manuals out in bulk, so it should between 2-4 weeks. If they have a serious problem with this, put them on hold and ask Eric exactly when the next mailing is - unlikely we can make exceptions.
**If a caller wants to know about VoteEasy**
~-Winner of the best there is at the 2011 Webvisionary Awards
~-An interactive tool for voters to instantly see which presidential/congressional candidate they are most compatible with. To use VoteEasy now visit www.votesmart.org.
~-Using innovative technology to simplify voters' pre-election research, this web-based tool allows voters to answer the same key issue questions Vote Smart asked the candidates to address on the 2012 Political Courage Test, and watch as the tool matches them with the candidate who best aligns with their views.
~-Questions span 13 major issues, including the budget, economy, health care, and immigration.
The Sacramento Bee has called VoteEasy "the eHarmony of political web sites," and according to GovTrack it is "the most compelling voter info resource ever seen."
Deletions:
If the caller would like more information, you can use the **[[PVSAbout Long Answer]]**.

Revision [8351]

Edited on 2013-03-26 17:45:09 by MichaelM [minor edits]
Additions:
The time limit for a hotline call is 3 minutes.
The time limit for a mainline call is 10 minutes.
If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. To take a special request: make detailed notes of the caller's questions and get an email address to send a response. If the caller does not have an email address ask him or her to call us back. The reason for these time limits is that if all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. Further, many of those who have come before you have found that it is faster if not easier to find answers to questions and solutions to problems when they weren't holding a phone and being addressed.
If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:
Deletions:
If all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. To take a special request: take down the caller's questions and tell the caller to provide an email or call us back. If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:

Revision [8329]

Edited on 2013-03-26 16:37:16 by MichaelM [minor edits]
Additions:
If the caller would like more information, you can use the **[[PVSAbout Long Answer]]**.
Deletions:
If the caller would like more information, you can use the **[[PVSAbout Long Answer]]**

Revision [8326]

Edited on 2013-03-26 16:32:24 by MichaelM [minor edits]
Additions:
//Transferring Calls//
===**Overview**===
To Transfer Calls: press ''transfer'' key on your phone > dial the 4 digit extension of the person you wish to reach > inform them what the call is about, wait for their "ok" > hang up
Deletions:
==**Overview**==
**To Transfer Calls:** press ''transfer'' key on your phone > dial the 4 digit extension of the person you wish to reach > inform them what the call is about, wait for their "ok" > hang up

Revision [8325]

Edited on 2013-03-26 16:30:42 by MichaelM [minor edits]
Additions:
**To Transfer Calls:** press ''transfer'' key on your phone > dial the 4 digit extension of the person you wish to reach > inform them what the call is about, wait for their "ok" > hang up
if the person does not answer their phone within 2 rings = the person is not at their desk. Simply press blinking key again (brings you back to the caller) inform them that the primary person was not at his or her desk. Inform the caller that you will transfer him or her to another person. > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
Deletions:
~-**To Transfer Calls:**
press ''transfer'' key on your phone > dial the 4 digit extension of the person you wish to reach > inform them what the call is about, wait for their "ok" > hang up
if the person does not answer their phone within 2 rings = the person is not at their desk. Simply press blinking key again (brings you back to the caller) inform them that the primary person was not at his or her desk. Inform the caller that you will transfer him or her to another person. > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.

Revision [8324]

Edited on 2013-03-26 16:29:38 by MichaelM [minor edits]
Additions:
In general, phone calls should be directed to the following staffers (We do not transfer calls to department directors):
Deletions:
In general, phone calls should be directed to the following staffers:
We do not transfer calls to department directors.

Revision [8323]

Edited on 2013-03-26 16:27:49 by MichaelM [minor edits]
Additions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, be sure to also ask what city and state they live in. Consult the [[PhoneList Phone List]] to find the proper extension. If you must transfer to someone in another office, you must dial 9+1+ and the office number.
Deletions:
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, be sure to also ask what city and state they live in.
Consult the [[PhoneList Phone List]] to find the proper extension. If you must transfer to someone in another office, you must dial 9+1+ and the office number.

Revision [8322]

Edited on 2013-03-26 16:24:55 by MichaelM [minor edits]
Additions:
If the Vote Smart Employee you are attempting to reach is unavailable, take a message being sure to get the following information:
1) **name**
2) **email address**
3) **reason for calling**
4) phone number
5) relationship to PVS
6) affiliated organization (if applicable)
Deletions:
If neither Vote Smart Employee is available, take a message being sure to get the following information:
1) name
2) phone number
3) email address
4) relationship to PVS
5) affiliated organization (if applicable)
6) reason for calling.

Revision [8321]

Edited on 2013-03-26 16:21:14 by MichaelM [minor edits]
Additions:
//Phone Operation//
Deletions:
//Script//
How to Deal with Certain //Types of Calls//
//[[http://wiki.votesmart.org/HotlineResources Research Tips]]//
//Extension List//
//[[UsingOurWebsite Using Our Website Worksheet]]//

Revision [8317]

Edited on 2013-03-26 16:16:54 by MichaelM [minor edits]
Additions:
If the caller would like more information, you can use the **[[PVSAbout Long Answer]]**
Deletions:
**[[PVSAbout Long Answer]]**

Revision [8316]

Edited on 2013-03-26 16:15:02 by MichaelM [minor edits]
Additions:
===Phone Operation===
One or several of our phone lines should be set to ring on your phone. You can tell what line is what by pressing feature * 0. The feature button is the one that says "feature," or the one that looks like a satellite going around a planet. Then press the line buttons and it will tell you what line shows up where and any feature buttons (like Vote 1, Hotline 1, Transfer, etc.). Make sure you have a transfer button and you know where it is.
Deletions:
==**[[PhoneList Phone Extension List - Transferring Calls]]**==

Revision [8311]

Edited on 2013-03-26 16:09:42 by MichaelM [minor edits]
Deletions:
If caller is not a member or is not signed up for the e-newsletter **call must end with this question**:
"Would you be interested in signing up for our e-newsletter or maybe becoming a member of Vote Smart?"
CONTACT INFORMATION MEANS: name, phone, mailing address, AND email address - double check accuracy
__About E-newsletter__:
The e-newsletter, Common Ground, is our monthly electronic newsletter that provides brief updates about Project Vote Smart, elections, and other political information. Just another way to keep yourself up-to-date with factual political information.
[Make sure you have their email address correctly spelled if they say 'OK']
__About Becoming a Member__: ($45 is the suggested donation amount, but we will take any amount of money. $5 etc)
Because we are funded exclusively by small individual contributions, as a donor, you are considered a member of Vote Smart which includes benefits such as:
(1) The opportunity to visit and/or volunteer at our research headquarters at the Great Divide Ranch in southwest Montana.
(2)Receive free copies of our annual publications such as the Voter's Self Defense Manual, which is actually takes a candidates' public record and puts it in a pocket-sized, hand-held format.
(3)As a member you will be the first to receive updates and new info on all of our programs and services.
[Transfer call to Hannah (2233) or Eric (2225) if caller is interested in learning more]
-------------------------------------------------------------------------------------------------------------------------------------------------
==**How to Handle Certain Types of Calls**==
//**Dealing with Negative Responses**//: (regarding video promo, spring 2012)

The opinion expressed in the video/email is that of Richard Kimball and does not necessarily represent Project Vote Smart as an organization.
The video was created to spur debate and stimulate conversations amongst its viewers.
Richard Kimball will contact you if you would like to speak with him personally.
(Get CONTACT INFO; Send CONTACT INFO to your supervisor ASAP)
//**Give Donation/Become a Member**//:
(Donation/Gift Membership) - Membership Department handles these calls
//**Become a Volunteer; Spread the Word from Home**//:
~-LETTER TO MEDIA - receive their CONTACT INFO, and email caller the Letter template. Ask if they would like to subscribe to our monthly e-newsletter too.
//** Speaking with candidates/campaigns**// - Political Courage Test Department handles candidate and campaign phone calls:
==The Political Courage Test Department will...==
1) get the name and position of the person you are speaking with
2) what is the name/office/district of candidate (bring that person up in admin
3) address any questions they might have (see [[CandidateRequests ways to deal with common questions]]) or redirect the call to the appropriate person
4) encourage campaign to contact us if they have any additional questions or if they would like to submit something. This is the contact info you will give:
- Candidate Line: 406-859-8692
- Main Fax: 406-859-8680 (Attn: PCT)
- Email: politicalcourage@votesmart.org (Attn: whoever is appropriate to deal with their inquiry)
- Mailing Address:
Project Vote Smart
Attn: PCT
1 Common Ground
Philipsburg MT, 59858
5) end the call with: "good luck on your campaign"
6) create a contact log for the call
~-MEDIA CALLS - Transfer to Development and Communications Director, Adelaide, and finally the National Director, unless it's a major national media outlet (CBS, ABC. FOX, 60 Minutes, Boston Globe, Washington Post, etc.), in which case the DevComm Director should be bypassed in favor of Adelaide, Richard, or the National Director. Please try to get the person's name, state and whatever media they are with before transferring
~-AMBASSADOR PROGRAM - Our Ambassador programs allows citizens to share our materials and resources with members of their community; we will provide you with brochures, our informational DVD and more, and you are responsible for setting up a presentation with the community group of your choice. More information is online at votesmart.org/ambassadors. We can also send you an more information through the mail; TAKE DOWN CONTACT INFO.
~-VOLUNTEER IN MONTANA - There is more information available online at votesmart.org/member-internships, where you will find an online application. We can also mail or email you more information, if you would like to give me your CONTACT INFO.
~-INTERNSHIPS - (You can tell them you are an intern also and explain your experience). Generally open to current students and recent grads; Application on-line at votesmart.org/internships Transfer call to Jim if seriously interested
~-PUBLICATIONS, MANUAL, MATERIALS REQUEST (Voter's Self Defense Manual, brochure)- 2012 VSDM out mid September 2012! Take down contact info or transfer to Eric. Non-Members get 1-2 copies. Members can request more. Community Outreach/Education may request more - check with Eric.
**Members AUTOMATICALLY receive a copy of the new edition of VSDM.** If members call the hotline, then just tell them the new copy will be received shortly - no need to send them a copy if they are already receiving one.
//**API/Subscription or Tech Questions**//
*Please try to get some information about what specifically they would like to talk about and then direct their calls/emails in the following manner:
-Questions about our data, including questions about frequency of updates, go to whatever department's data they are asking about
-Questions about **registration, their API key, our terms of service, payment or any other administrative question** about their account can go to Jim (2294)
-**Technical questions, problems with the API service itself, or feature requests** for the API should go to IT (Mike - 2243); Clinton (clinton@votesmart.org) - Get specifics of IT question...
//**If a caller wants to be taken off of the mailing list**//
1.ask why they would like to be taken off of the mailing list.
2.if the recipient has died, Membership handles the issue (Hannah - 2233)
3.if the recipient is alive, ask if they have ever donated to Vote Smart
1.yes, alive and yes, donated - Membership handles the issue (Hannah - 2233)
2.yes, alive and no, donated - take their name down. Do nothing with it. Prospecting mailing recipient
(Note: Often members will call in with a response to a mailing they received from us and the Dev/Comm department will be best equipped to handle those calls, and record them properly in the database. If membership requires they assistance of another department, say it turns out the member really want to figure out how they can donate time doing some IT for us, membership will handle that with the necessary departments. To the extent we can we want to give the members a single point of contact. Also, any changes to membership, e.g. removing from the mailing list should also go to Dev/Comm, and if unavailable take a detailed message noting full name (watch spelling) and state.)
//**Spanish Language "Vote Easy"**//
http://www.votafuturo.com/
Simply click on "Encuesta de Candidatos" - this tool uses Project Vote Smart's data to create a similar VoteEasy tool. Please direct spanish speaking callers to this website if they want to know about spanish language political materials.
__**Non-Hotline Calls**__: **Members, Donations, Candidate Calls, Media Calls** - these calls have a **10-minute** time frame.
If all of the lines are busy, the caller will get a message asking them to call back.
__We do not fax, mail or call anyone back from the Hotline__ with answers to their research question - unless they are a member!
If they are members, get their special request and contact information. Otherwise, the caller can call us back--it's a toll free call--or we will email them information. The only time we mail anything is PVS Publications, which include the Voter's Self-Defense Manual and brochures - This information is handled by Membership
-__No personal calls on the Hotline__ Do not transfer any personal calls to anyone here at work; "Staff Call-ins" are appropriate when staff members are away from the office.
-__Do not give out personal phone numbers or e-mails__ Especially Richard's Home or Office. Take a message or provide the proper departments' email address.
~-General Email and Site Content: comments@votesmart.org
~-Membership Inquiries: membership@votesmart.org
~-Political Courage Test Email:politicalcourage@votesmart.org
~-Internship Inquiries: intern@votesmart.org
~-Employment Inquiries: jobs@votesmart.org
~-Technical Questions and Problems: webmaster@votesmart.org

Revision [8308]

Edited on 2013-03-26 16:06:28 by MichaelM [minor edits]
Additions:
In the unusual case of a call which should be transferred to Richard and when he is in the Montana Office: dial 9 before you transfer. Do not dial 1 and the area code - this will not work for Montana numbers.

Revision [8307]

Edited on 2013-03-26 16:02:42 by MichaelM [minor edits]
Additions:
You have a choice of (1) to the lodge at 12:15, getting a plate of food, bringing it back to the office by 12:30, and eating it during your lunch hotline shift. This option allows you to bank an hour of work, assuming you do not take an hour long break later in the day. You may also (2) take your lunch hour later in the day (1:30-2:30) or earlier in the morning (11:30-12:30), just as long as you are back for 12:30 phone duty. With this option it would be prudent to ask someone to make a plate of food for you to eat at your convenience.
Deletions:
You have a choice of (1) going 10-15 minutes early to the lodge and getting a plate to return back to the office for 12:30 - with this option you get an extra hour of work if you sign the hours sheet -however you do not get your hour lunch break with this option. You may also (2) take your lunch hour later in the day or earlier in the morning, just as long as you are back for 12:30 phone duty. Or, (3) you can go after 1:30 to the lodge to get left overs - maybe ask someone to make a plate for you.

Revision [8304]

Edited on 2013-03-26 15:52:35 by MichaelM [minor edits]
Additions:
==Transferring Calls:==
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, be sure to also ask what city and state they live in.
~-**To Transfer Calls:**
press ''transfer'' key on your phone > dial the 4 digit extension of the person you wish to reach > inform them what the call is about, wait for their "ok" > hang up
if the person does not answer their phone within 2 rings = the person is not at their desk. Simply press blinking key again (brings you back to the caller) inform them that the primary person was not at his or her desk. Inform the caller that you will transfer him or her to another person. > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
If neither Vote Smart Employee is available, take a message being sure to get the following information:
1) name
2) phone number
3) email address
4) relationship to PVS
5) affiliated organization (if applicable)
6) reason for calling.
Email this message to the appropriate party immediately, so that they may deal with the issue.
Consult the [[PhoneList Phone List]] to find the proper extension. If you must transfer to someone in another office, you must dial 9+1+ and the office number.
We do not transfer calls to department directors.
Calls for RK, Adelaide or Kristen...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return." Be proactive about getting him or her the message ASAP. Never give out Richard's personal email address, home phone number, or office phone number without permission. When in doubt as to what to do, ask someone.
Deletions:
We do not transfer calls to department directors.
**Calls for RK or Adelaide**
~-**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return"
Calls for Richard:
- when he is in the Montana office, you will need to dial 9 before you transfer. Do not dial 1 and the area code- this will not work for Montana numbers.
- when taking a message for Richard (or Adelaide, if she's out of the office), use carbon-copy message pads and give them to the designated person
-do not give out Richard's personal email address, home phone number, or office phone number without permission- instead transfer to him if appropriate, someone else appropriate if he doesn't need to take the call personally, or take a message and be proactive about getting him the message ASAP. if you think a special circumstance calls for such information, please transfer the call to the National Director who can make that decision.
- when in doubt as to what to do, ask someone

Revision [8302]

Edited on 2013-03-26 15:44:37 by MichaelM [minor edits]
Additions:
__Never respond to a caller with: "I don't know." and don't use abbreviations (PVS/PCT/VSDM)__
Deletions:
There are exceptions: people wanting to become Members, Donations, Candidate Calls, Media Calls - these calls have a 10-minute time frame.
__Never answer a caller with, "I don't know" and don't use abbreviations (PVS/PCT/VSDM)__
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Revision [8301]

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==**For HOTLINE calls**==
*At the **end of ANY and ALL emails** that are sent to callers, you **must attach** the boiler plate located in the Public Drive>Intern Hotline>Intern Material>Hotline Email
*Be sure to keep track of the calls you get by using the tally sheet located on the research department's gmail account. Mark each category of information the caller requested, and be sure to include the date on the tally sheet.
*If you have an interesting/unique call, feel free to add the comment to the document located at: research>hotline>funny quotes>year of call

Revision [8300]

Edited on 2013-03-26 15:39:20 by MichaelM [minor edits]
Additions:
__Keep calls brief.__
If all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. To take a special request: take down the caller's questions and tell the caller to provide an email or call us back. If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:
Deletions:
__Keep calls under brief.__
If all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. Take down the caller's questions and tell the caller to provide an email or call us back. If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:

Revision [8293]

Edited on 2013-03-26 15:26:08 by MichaelM [minor edits]
Deletions:
==Transferring Calls:==
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, be sure to also ask what city and state they live in.
~-**To Transfer Calls:**
press ''transfer'' key on your phone > dial the 4 digit extension of the person you wish to reach > inform them what the call is about, wait for their "ok" > hang up
if the person does not answer their phone within 2 rings = the person is not at their desk. Simply press blinking key again (brings you back to the caller) inform them that the primary person was not at his or her desk. Inform the caller that you will transfer him or her to another person. > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
If neither Vote Smart Employee is available, take a message being sure to get the following information: name, phone number, email address, relationship to PVS, affiliated organization (if applicable), and reason for calling. Email this message to the appropriate party immediately, so that they may deal with the issue.
If you must transfer to someone in another office, you must dial 9+1+ and the office number.

Revision [8287]

Edited on 2013-03-26 15:17:05 by MichaelM [minor edits]
Deletions:
==**How to Answer a Phone - for Vote Smart**==
==''Basic Script''==
**Mainline or Candidate line calls:**
"Thank you for calling Project Vote Smart. This is _________, how can I help you?"
**Hotline Calls:**
"Thank you for calling Project Vote Smart's Research Hotline. This is _________, how can I help you?"
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(Somewhere in conversation get their name and state they are calling from - allows you to remain professional by using their name in conversation and when transferring a call).
**LISTEN** to the question...don't rush or jump to a transfer conclusion. Maybe you can help them answer the question, just LISTEN to figure out what the question actually is.
//Caller//:
//**asks question**// ... you decide whether you can or can not research this question (Hotline calls should only last THREE MINUTES). Either get email address or make a phone appointment for them to call vote smart back (we do not call people back when it is a research hotline call!).
....................................................Always Be Polite. Remain Non-partisan...........................................

Revision [8286]

Edited on 2013-03-26 15:16:27 by MichaelM [minor edits]
Additions:
You may be asked to answer any of three phone lines: MainLine, CandidateLine, and HotLine. For more detailed instructions on each of those phone lines, please reference those pages.
Deletions:
You may be asked to answer any of three phone lines: MainLine, CandidateLine, and HotLine.

Revision [8285]

Edited on 2013-03-26 15:15:40 by MichaelM [minor edits]
Additions:
You may be asked to answer any of three phone lines: MainLine, CandidateLine, and HotLine.

Revision [8284]

Edited on 2013-03-26 15:14:41 by MichaelM [minor edits]
Additions:
__Keep calls under brief.__
If all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. If you can tell a call is going to go over the allotted time, tell the caller that you can take a special request. Take down the caller's questions and tell the caller to provide an email or call us back. If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:
Deletions:
__Keep calls under 3 minutes.__
If all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. If you can tell a call is going to go over 3 minutes, tell the caller that you can take a special request. Take down the caller's questions and tell the caller to provide an email or call us back. If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:
__Don't interpret any information__ you give out on the phone. This means you cannot rephrase or reword anything from the database or from reference books, nor can you agree with the caller's phrasing. Interpretation allows for bias; if the caller is confused, offer to reread something slowly but DO NOT PARAPHRASE! Always read things word for word. There are several manuals that define congressional terms and legislative procedures from which you can read if a caller needs further explanation. If a caller asks for information about Project Vote Smart make sure to touch on the points mentioned in the Important Talking Points list or the Short Answer section, and offer to send the caller our Voter Self-Defense Manual (U.S. Congress only).
__Be respectful, considerate, and helpful__ Some callers are angry and frustrated, and all are looking for help. Some have never heard of Project Vote Smart and don't know what we do or whether they can trust us. Occasionally, you might receive a rude or prank call. Do not take it personally. Be tolerant, patient and professional. Always give problem calls to a supervisor.
__**Hotline**: Keep all calls under **3 minutes**!!__
**If you know a call is going to go over 3 minutes, tell the caller that you can take a special request. Take down the caller's questions and tell the caller to provide an email or call us back.**
Don't let callers ramble. You should be doing most of the talking. If the caller starts to ramble, as politely as possible ask if he or she has a specific question you can help with. If not, politely say:
"Sir/ma'am, that's going to take me some time to answer and I have to keep this line open. Do you have an e-mail address that I can send this information to?"
-Never answer a caller with, "I don't know" and don't use abbreviations (PVS/PCT/VSDM)

Revision [8283]

Edited on 2013-03-26 15:12:39 by MichaelM [minor edits]
Additions:
__Don't interpret any information.__
This means you cannot rephrase or reword anything from the database or from reference books, nor can you agree with the caller's phrasing. Interpretation allows for bias; if the caller is confused, offer to reread something slowly but DO NOT PARAPHRASE! Always read things word for word. There are several manuals that define congressional terms and legislative procedures from which you can read if a caller needs further explanation. If a caller asks for information about Project Vote Smart make sure to touch on the points mentioned in the **[[PVSAbout Long Answer]]** section, and offer to send the caller our Voter Self-Defense Manual (U.S. Congress only).
__Be polite, respectful, considerate, and helpful.__
Some callers are angry and frustrated, and all are looking for help. Some have never heard of Project Vote Smart and don't know what we do or whether they can trust us. Occasionally, you might receive a rude or prank call. Do not take it personally. Be tolerant, patient and professional. Always give problem calls to a supervisor.
__Keep calls under 3 minutes.__
If all of the lines are busy, a caller will get the Hotline message asking them to call back. This is undesirable. If you can tell a call is going to go over 3 minutes, tell the caller that you can take a special request. Take down the caller's questions and tell the caller to provide an email or call us back. If the caller starts to ramble, ask if he or she has a specific question you can help with. If not, politely say:
"Sir/ma'am, that's going to take me some time to answer and I have to keep this line open. Do you have an e-mail address to which I can send this information?"
There are exceptions: people wanting to become Members, Donations, Candidate Calls, Media Calls - these calls have a 10-minute time frame.
__We do not fax, mail or call anyone back from the Hotline__ with answers to their research question - unless they are a member!
If they are members, get their special request and contact information. Otherwise, the caller can call us back--it's a toll free call--or we will email them information. The only time we mail anything is PVS Publications, which include the Voter's Self- Defense Manual and brochures. ; Please give that contact information and number of materials to Membership Department (Eric 2304)
__Never answer a caller with, "I don't know" and don't use abbreviations (PVS/PCT/VSDM)__
Instead, say:
"That's not information I have right in front of me. I'm going to need to take a little time to answer that question. Do you have an email account to which I can send an answer? Or can you please call me back?"
OR
"That's a question I'm going to need time to research. What I can do is take a special request and spend some time researching the information for you. Do you have an email account to which I can send this information?
These are classier ways of saying "I don't know," - and we are a classy organization.

Revision [8278]

Edited on 2013-03-26 15:07:21 by MichaelM [minor edits]
Deletions:
==__Basic End of Call__==:
"We very much appreciate your call today and hope you will share us with people you know. Have a nice day, good bye."

Revision [8255]

Edited on 2013-03-26 12:03:08 by MichaelM [minor edits]
Additions:
==Transferring Calls:==
Before transferring a call, make sure you ask the person their first and last name and what organization they are from/what the call is in reference to. If it is a member calling, be sure to also ask what city and state they live in.
if the person does not answer their phone within 2 rings = the person is not at their desk. Simply press blinking key again (brings you back to the caller) inform them that the primary person was not at his or her desk. Inform the caller that you will transfer him or her to another person. > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.
If neither Vote Smart Employee is available, take a message being sure to get the following information: name, phone number, email address, relationship to PVS, affiliated organization (if applicable), and reason for calling. Email this message to the appropriate party immediately, so that they may deal with the issue.
If you must transfer to someone in another office, you must dial 9+1+ and the office number.
Deletions:
if the person does not answer their phone within 3 rings = the person is not at their desk. Simply press blinking key again (brings you back to the caller, so be aware of what you say) > press ''transfer'' key again > dial another 4 digits for someone else who could take the call > wait for them to say they will take the call > hang up.

Revision [8228]

Edited on 2013-03-26 10:17:42 by MichaelM [minor edits]
Deletions:
About Us: //The Facts//
//Services// Vote Smart is known for

Revision [8222]

Edited on 2013-03-26 09:32:16 by MichaelM [minor edits]
Additions:
Project Vote Smart is a nonpartisan, non-profit, political research organization. We provide the nation's first Voter's Self-Defense System. This system allows ordinary citizens to access biographical information, issue positions, voting records, public statements, performance evaluations from special interest groups, campaign contributions for current elected officials and candidates seeking to replace them, and information on voter registration.
We were established by national leaders from both sides of the aisle including Jimmy Carter, Gerald Ford, Michael Dukakis and Barry Goldwater.
The Project is supported by the Ford and Carnegie Foundations, and has received praise from the New York Times, CNN, and PBS.
Deletions:
Project Vote Smart is a nonpartisan political research organization established by national leaders from both sides of the aisle including Jimmy Carter, Gerald Ford, Michael Dukakis and Barry Goldwater. The Project is supported by the Ford and Carnegie Foundations, and has received praise from the New York Times, CNN, and PBS for providing the nation's first Voter's Self-Defense System.
The Voter's Self-Defense System took 16 years of labor by thousands of volunteers, students, and staff, and it is now complete. This system allows ordinary citizens to access biographical information, issue positions, voting records, public statements, performance evaluations from special interest groups, campaign contributions for current elected officials and candidates seeking to replace them, and information on voter registration.

Revision [8218]

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==**About Us: The Facts**==
*Founded in //1988//
*We are strictly a non-partisan, nonprofit organization that offers **(free to the public)** a national library of factual information on more than 40,000 candidates and officials including six categories of information:
~-Biographical Information,
~-Voting records,
~-Interest group Ratings,
~-Campaign Financing,
~-Public Statements & Speeches, and
~-Issue Positions (via our Political Courage Test and inferred research for VoteEasy)
~-In addition, we provide other state-specific resources including //Voter Registration Information, Ballot Measures, and Key Votes informations from Congress and State Legislation//.
//How we are funded//: (reasons our data can be trusted)
~-We do not accept money from special interest groups, lobbyists, corporations, political parties, or the government and are funded entirely by individual contributions and foundation grants.
~-No one can join the Project's board without a political opposite. People as diverse as former Presidents Carter and Ford and former Senators McGovern and Goldwater.
~-The Project operates much like the Peace Corps -- of the over 5000 people who have come to help by working at the Project, ninety percent received no pay and those who did received only minimal salaries to cover basic living expenses.
//Who we are (and why to trust us)//:
~-We created the nation's first Voter's Self-Defense System, voters can use our factual information to defend themselves against negative campaign rhetoric and tactics.
~-We have created the interactive tool VoteEasy - The tool for voters to instantly see which candidate they are most compatible with. To use VoteEasy now visit www.votesmart.org/voteeasy
~-We have received Foundation grants from the Ford, Carnegie, and Pew Foundations.
~-Founded by national leaders as diverse as former Presidents Carter and Ford.
~-We will never lobby, support, or oppose any candidate or issue, and never accept funding from those organizations who do.
~-We are trusted and used by hundreds of news organizations including CNN, MNBC, CBS, Fox News, and C-SPAN.
==**Services We Provide - Things That Make Us Special :)**==
**(1) www.votesmart.org**
All of the information we collect is available on our web page. Many people who call the Hotline will have access to the Internet, and you can help to guide callers to the helpful resources on our site. These are some of the features of our website that will help them:
~-Legislation, which monitors the status of major federal legislation
~-State Key Votes, which monitors the status of major state legislation
~-Voter registration forms for each state
~-Candidate filing deadlines
~-Local Election Offices and absentee ballot information
~-Ballot measure descriptions for each state, where applicable
~-Links to federal and state government agencies, political parties and issue organizations.
~-Outreach programs for News Media Partnerships and Vote Smart Classroom.
~-PVS membership and internship opportunities
Please remember: Not all people that call will have access to the Internet. You may have to read information from our site, or direct callers to other phone numbers that they can call for more information. Never offer to print off pages of information for a caller.
**(2) Voter's Self-Defense Manual (VSDM)**
Voter's Self-Defense Manual - only printed every 2 years, our 2012 version will be out mid September 2012. It compiles the voting record of every Congressional member - meaning it is retrospective. We compile votes that happened in the past year or two, that way a voter can determine how each official acted while in office.
We can send callers a Voter's Self-Defense Manual if such information will meet the caller's needs.
If a caller wants Voter's Self-Defense Manual:
(1)name, mailing address, number of copies (see below)
(2)number of copies - members (up to 25; more than 25, up to Membership/Natl Director); non-members ("a few" - no more than 3; up to Membership's discretion - may be able to accommodate for students/education purposes)
(3)The Membership Department takes care of sending out VSDMs
(4)If they ask "when will I receive this information?" - We send these manuals out in bulk, so it should between 2-4 weeks. If they have a serious problem with this, put them on hold and ask Eric exactly when the next mailing is - unlikely we can make exceptions.
**(3) VoteEasy**
~-Winner of the best there is at the 2011 Webvisionary Awards
~-An interactive tool for voters to instantly see which presidential/congressional candidate they are most compatible with. To use VoteEasy now visit www.votesmart.org.
~-Using innovative technology to simplify voters' pre-election research, this web-based tool allows voters to answer the same key issue questions Vote Smart asked the candidates to address on the 2012 Political Courage Test, and watch as the tool matches them with the candidate who best aligns with their views.
~-Questions span 13 major issues, including the budget, economy, health care, and immigration.
The Sacramento Bee has called VoteEasy "the eHarmony of political web sites," and according to GovTrack it is "the most compelling voter info resource ever seen."

Revision [8209]

Edited on 2013-03-25 16:41:06 by KatyDupre [minor edits]
Additions:
//[[http://wiki.votesmart.org/HotlineResources Research Tips]]//
Deletions:
//[[http://wiki.votesmart.org/HotlineResources]] Research Tips//

Revision [8208]

Edited on 2013-03-25 16:40:28 by KatyDupre [minor edits]
Additions:
//[[http://wiki.votesmart.org/HotlineResources]] Research Tips//
Deletions:
//[[http://wiki.votesmart.org/HotlineResources]]Research Tips//

Revision [8207]

Edited on 2013-03-25 16:40:22 by KatyDupre [minor edits]
Additions:
//[[http://wiki.votesmart.org/HotlineResources]]Research Tips//
Deletions:
//Research Tips//
==**[[http://wiki.votesmart.org/HotlineResources Hotline Resource Tips]]**==

Revision [8206]

Edited on 2013-03-25 16:39:36 by KatyDupre [minor edits]
Additions:
==**[[http://wiki.votesmart.org/HotlineResources Hotline Resource Tips]]**==
Deletions:
[[http://wiki.votesmart.org/HotlineResources Hotline Resource Tips]]

Revision [8204]

Edited on 2013-03-25 16:38:25 by KatyDupre [minor edits]
Additions:
[[http://wiki.votesmart.org/HotlineResources Hotline Resource Tips]]
Deletions:
==**Research Tips**==
1. USPS.com - Looks up 9-digit zip codes by address. This is a good site to bookmark.
2.Make sure to ask if they are referring to a **"state" legislator/senator or a "Congressional" legislator/senator**.
3.We get our **STATE-LEVEL campaign finance information** from the National Institute on Money in State Politics → www.followthemoney.org
4.We get our **FEDERAL LEVEL campaign finance information** from the Center for Responsive Politics → www.opensecret.org
5.We get our **STATE LEVEL key votes/legislation information** from the state legislature websites
6.We get our **FEDERAL LEVEL key votes/legislation/roll call information** from www.thomas.gov
7.**U.S. House of Representatives** - The member's web sites are often very helpful in locating information relating to their legislation or actions. The house also links to committee sites, which is another great place to find info on matters they are dealing with.
8.**U.S. Senate** - Here you will find information about members, committees, news about the Senate, leadership information...
9.**State Bar Associations** - If the caller has a question about a //judicial candidate//, there is not much that PVS can tell them other than their biographical information. However, most state bars (the accreditation and professional organization of lawyers) publish ratings of judicial candidates' professional qualifications.
10.Last, but not least...**GOOGLE**
If you do have to turn to outside resources, remember to clarify to the caller where you are getting this information from, and that Project Vote Smart is not affiliated with that organization and so cannot guarantee their accuracy or nonpartisanship. The only exceptions to this rule are Open Secrets and the Institute on Money in State Politics because we are affiliated with them and we can guarantee that they are trustworthy and nonpartisan.

Revision [8076]

Edited on 2013-03-18 12:23:06 by KatyDupre [minor edits]
Additions:
//[[UsingOurWebsite Using Our Website Worksheet]]//
Deletions:
//[[UsingOurWebste Using Our Website Worksheet]]//

Revision [8075]

Edited on 2013-03-18 12:22:48 by KatyDupre [minor edits]
Additions:
//[[UsingOurWebste Using Our Website Worksheet]]//
Deletions:
//Worksheet//

Revision [7991]

Edited on 2013-03-08 10:51:15 by KatyDupre [minor edits]
Additions:
- K-12 Civics Education: Katy (not really, but kind of)
Deletions:
- K-12 Civics Education: Ben

Revision [7990]

Edited on 2013-03-08 10:49:31 by KatyDupre [minor edits]
Additions:
- Speeches: Katy
- Interest Group Ratings: Jason/Katy
Deletions:
- Speeches: Mike M.
- Interest Group Ratings: Katy

Revision [7989]

Edited on 2013-03-08 10:47:14 by KatyDupre [minor edits]

No Differences

Revision [7988]

Edited on 2013-03-08 10:45:30 by KatyDupre [minor edits]
Additions:
//**asks question**// ... you decide whether you can or can not research this question (Hotline calls should only last THREE MINUTES). Either get email address or make a phone appointment for them to call vote smart back (we do not call people back when it is a research hotline call!).
Deletions:
//**asks question**// ... you decide whether you can or can not research this question (Hotline calls should only last THREE MINUTES). Either get email address or make a phone appointment for them to call vote smart back (we do not call people back!).

Revision [7987]

Edited on 2013-03-08 10:42:31 by MashaShapiro [minor edits]
Additions:
==The Political Courage Test Department will...==

Revision [7986]

Edited on 2013-03-08 10:41:52 by MashaShapiro [minor edits]
Additions:
//** Speaking with candidates/campaigns**// - Political Courage Test Department handles candidate and campaign phone calls:
1) get the name and position of the person you are speaking with
2) what is the name/office/district of candidate (bring that person up in admin
3) address any questions they might have (see [[CandidateRequests ways to deal with common questions]]) or redirect the call to the appropriate person
4) encourage campaign to contact us if they have any additional questions or if they would like to submit something. This is the contact info you will give:
- Candidate Line: 406-859-8692
- Main Fax: 406-859-8680 (Attn: PCT)
- Email: politicalcourage@votesmart.org (Attn: whoever is appropriate to deal with their inquiry)
- Mailing Address:
Project Vote Smart
Attn: PCT
1 Common Ground
Philipsburg MT, 59858
5) end the call with: "good luck on your campaign"
6) create a contact log for the call
__We do not fax, mail or call anyone back from the Hotline__ with answers to their research question - unless they are a member!
-Never answer a caller with, "I don't know" and don't use abbreviations (PVS/PCT/VSDM)
-__No personal calls on the Hotline__ Do not transfer any personal calls to anyone here at work; "Staff Call-ins" are appropriate when staff members are away from the office.
-__Do not give out personal phone numbers or e-mails__ Especially Richard's Home or Office. Take a message or provide the proper departments' email address.
Deletions:
__We do not fax, mail or call anyone back from the Hotline__ with answers to their research question - unless they are a member!
__Never answer a caller with, "I don't know" and don't use abbreviations (PVS/PCT/VSDM)__
__No personal calls on the Hotline__ Do not transfer any personal calls to anyone here at work; "Staff Call-ins" are appropriate when staff members are away from the office.
__Do not give out personal phone numbers or e-mails__ Especially Richard's Home or Office. Take a message or provide the proper departments' email address.

Revision [7985]

Edited on 2013-03-08 10:33:21 by MashaShapiro [minor edits]
Additions:
We do not transfer calls to department directors.
Deletions:
~-We do not transfer calls to department directors.

Revision [7984]

Edited on 2013-03-08 10:33:04 by MashaShapiro [minor edits]
Additions:
**Calls for RK or Adelaide**
~-**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return"
Deletions:
~-**Calls for RK or Adelaide**
**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return"

Revision [7983]

Edited on 2013-03-08 10:32:44 by MashaShapiro [minor edits]
Additions:
~-**Calls for RK or Adelaide**
**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return"
Deletions:
~-Calls for RK or Adelaide...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return"

Revision [7982]

Edited on 2013-03-08 10:31:57 by MashaShapiro [minor edits]
Additions:
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~-MEDIA CALLS - Transfer to Development and Communications Director, Adelaide, and finally the National Director, unless it's a major national media outlet (CBS, ABC. FOX, 60 Minutes, Boston Globe, Washington Post, etc.), in which case the DevComm Director should be bypassed in favor of Adelaide, Richard, or the National Director. Please try to get the person's name, state and whatever media they are with before transferring
(Note: Often members will call in with a response to a mailing they received from us and the Dev/Comm department will be best equipped to handle those calls, and record them properly in the database. If membership requires they assistance of another department, say it turns out the member really want to figure out how they can donate time doing some IT for us, membership will handle that with the necessary departments. To the extent we can we want to give the members a single point of contact. Also, any changes to membership, e.g. removing from the mailing list should also go to Dev/Comm, and if unavailable take a detailed message noting full name (watch spelling) and state.)
~-Calls for RK or Adelaide...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return"
Calls for Richard:
- when he is in the Montana office, you will need to dial 9 before you transfer. Do not dial 1 and the area code- this will not work for Montana numbers.
- when taking a message for Richard (or Adelaide, if she's out of the office), use carbon-copy message pads and give them to the designated person
-do not give out Richard's personal email address, home phone number, or office phone number without permission- instead transfer to him if appropriate, someone else appropriate if he doesn't need to take the call personally, or take a message and be proactive about getting him the message ASAP. if you think a special circumstance calls for such information, please transfer the call to the National Director who can make that decision.
- when in doubt as to what to do, ask someone
In general, phone calls should be directed to the following staffers:
- Department Staffers in the Montana Office
- Candidate Attacks: Ben
- Questions about Elections or Candidacy: Ben
- Questions about VoteEasy: Oren or Masha
- Speeches: Mike M.
- Interest Group Ratings: Katy
- K-12 Civics Education: Ben
- Voter's Self-Defense Manuals/USGOM: DevComm staff
- API, Subscription questions or problems with service: Office Manager; Data issue: the appropriate department; Technical problems: Shultz
- National (10-week) Internships: Office Manager
- Member Internships: Hannah
- Members Wanting to Set Up Recurring Donations: Eric
- All other Members or People that Want to Donate: DevComm staff
Deletions:
-------------------------------------------------------------------------------------------------------------------------------------
~-Calls for RK or Adelaide...**response** "Richard/Adelaide/Kristen are unavailable at this time, but I can take down your contact information and reason for calling and can give this information to them when they return"

Revision [7981]

Edited on 2013-03-08 10:21:28 by MashaShapiro [minor edits]
Additions:
**Outline**
Deletions:
**Hotline Outline**

Revision [7980]

The oldest known version of this page was created on 2013-03-08 10:21:15 by MashaShapiro [minor edits]
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