Telephone Utilization

Paper Summary:

This paper assesses the steps Rawlings & Associates has taken to resolve its telephone communications problems. The author points out that the basic guidance policies, which they have formulated and implemented, have only been marginally helpful. The paper relates that a more comprehensive solution was available five years ago and should have been implemented at that time.

From the Paper:

"In assessing the steps Rawlings & Associates has taken to resolve its telephone communications problems, it is evident that the basic guidance policies they have formulated and implemented have only been marginally helpful, for a more comprehensive solution was available five years ago and should have been implemented at that time. As a large service, engineering and construction consulting firm with a number of subsidiary locations all across Canada, Rawlings & Associates needs to maintain effective internal and external communications in order to conduct business, and this requires much more than wishing the caller a good morning or afternoon and identifying who is speaking."

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