• Decrease font size
  • Return font size to normal
  • Increase font size
U.S. Department of Health and Human Services

About FDA

  • Print
  • Share
  • E-mail

SMG 3220.6

FDA STAFF MANUAL GUIDES, VOLUME III - GENERAL ADMINISTRATION

INFORMATION RESOURCES MANAGEMENT

TELECOMMUNICATIONS MANAGEMENT

AGENCY-WIDE POLICY FOR THE USE OF VOICE MAIL AND SIMILAR TECHNOLOGIES

Transmittal Number 00-70 -- Date: 05/12/2000
Effective Date: 05/17/2000

[PDF Version]

 1. Purpose
 2. Background
 3. Policy
 4. Responsibilities
 5. Effective Date

1. PURPOSE 

The purpose of this Staff Manual Guide is to outline the Agency-wide policy for the use of voice mail and similar technologies in the workplace.

2. BACKGROUND 

In an ongoing effort to better serve the Food and Drug Administration's internal and external customers, it is imperative that customers are served in a timely, professional manner. To this extent, voice mail technology is provided not as a means to replace personal human contact, but to supplement and enhance the service provided to FDA's customers.

3. POLICY 

It is the policy of the FDA that all offices ensure that:

A. During normal business hours, all efforts should be made to assure that there is an individual available to answer telephone calls.

B. If voice mail, or a similar mechanism, is utilized, all efforts should be made to ensure that system be set up in a manner that during normal business hours, the caller is provided an option to speak with an individual.

C. If a caller chooses to leave a voicemail message, all efforts shall be made to respond to that voicemail in a timely manner.

4. RESPONSIBILITIES 

A. The Chief Information Officer is responsible for establishing policies concerning telecommunications.

B. Center/Office Directors shall ensure that individual Center/Office procedures are established in accordance with this policy.

C. Managers should make all efforts to ensure that an individual is available to personally answer telephone calls during normal business hours.

D. Employees with direct phone numbers should make all efforts to ensure that in the event of their absence, the voice mail system will provide callers an option to speak with an individual. In addition, in the event of an extended absence due to annual/sick leae, training, travel, etc., employees should also make all efforts to create a greeting that provides information such as date of return and names of other individuals that can be contacted.

5. EFFECTIVE DATE 

May 17, 2000.