Incoming Phone Calls-Do you send to voicemail or to a live person?

Here's a question for you-do you have your school secretary screen your incoming calls and put them on a phone log or do you simply have them patched through to your voice mail?  I have a bias, but I am curious about how others do this.  My bias is to have all phone calls routed to a live person, rather than to my voice mail.  I've gone to a column type word processing document that has columns for completed, date, phone number, person and notes. We print out a new sheet each day for the calls. The secretary keeps the sheet by her desk (we've color coded it in "cosmic orange" to make it stand out from all of the other pieces of paper on the desk).  I've listed my biases below-I'm curious as to your perspective-feel free to disagree.

• The secretary can screen, prioritize the call, and calm the waters with an angry caller.  We’ve all been switched to voice mail when we wanted to talk to a live human voice.  When we get voice mail, it makes us even angrier.  The same is true with your callers.  An effective secretary can tell the caller where you are (“She’s out in the building visiting classrooms-she should be back in about an hour. May I take a message?”), gauge the intensity of the call and give you a heads up when you return (“Call Mrs. Smith immediately-she is very upset about the new bus routes.”). 
• A second advantage is that your call log gives you additional time to make the callbacks in the order and priority that you decide.  If you go back to your office, and listen to your voice mail messages, it may take you up to five times as long to listen to the messages as it would if you simply read the notes section for each call.  You then take the phone log, make the return calls, and log when you completed the call (for a shorthand tool to note when there has been a call back or you are waiting on someone, check the section on dots, circles, and dashes below).  The time you save by simply having your secretary answer your calls can also reinforce your focus on classroom learning (“She’s observing teachers this morning. May I tell her you called?”).

Comments

[kanor]

As I read this post, I remembered I reviewed a web tool the other day for just this purpose. In the video tour, it even mentions how useful it is for school admins to use. Check it out: http://www.phonesheet.com/

[Marshall]

My secretary will do both. Routine matters go to voice mail (some will request this) and others will leave the message with her for the "sticky note" on the computer routine. Not one person has complained to me about either - kind of surprises me actually. The big key, however, is that I return calls, e-mails, etc. ASAP, which gives credibility and respect to their issue.

[Tamara Speidel]

What a great idea! You really gave me something to think about. My secretary does screen my calls and put them through to voicemail. Often parents leave loooong messages and it takes up a lot of time (that is already limited) to sift through them all. It also makes sense to have a live person to gauge the level of unrest/urgency and who can help massage the situation a little as well. Something to consider for sure. Thanks!

[dcowart]

I am in a small elementary school and all incoming calls go to either my secretary or to me. We almost never send someone to voicemail. If I cannot take a call, she takes the message and I try to return calls within 24 hours. Parents are always pleasantly surprised when I answer the phone myself. It doesn't hurt having caller ID.

[Addie Gaines]

I am also in a small school and unless there is literally no one available to answer the phone, then it is answered by my secretary. I am rarely in my office during business hours unless I am having a meeting, as I prefer to be out and about. I have her screen incoming calls and ascertain the importance or urgency of the call. I also have her "handle" calls from sales people, which I refuse to talk to unless I have contacted them first. I let her know if I am expecting a call from a company, so she will know that I am looking for the message. She is awesome at finding out the gist of what people want, so that when I return calls, I am prepared with the information I need.