GTM has spent a lot of time and money over the past couple of years trying to put a uniform face on employee/customer interactions.
It began with the introduction of picture signatures in email correspondence. This single initiative was responsible for the death of the Novell Email Server and brought on an emergency change to Microsoft Exchange. All those happy little .jpeg's on every single email, both internal and external, just took up too much space for the Groupwise product to handle.
It continued with uniform forms. GTM branding was added to all correspondence forms. GTM logos and slogans were even painted on the walls of some departments.
But they still don't quite have the email thing right. In a company that size, someone's always away from the office for one reason or another. Today's spotlight will be shone upon auto-responses to email.
How NOT to configure an auto-response (identifying info removed)
From: Highly placed management person
Sent: Friday, March 23, 2012 8:30:11 AM
(UTC-06:00) Central Time (US & Canada)
To: Internal department
Subject: Automatic reply to your email
I am out of the office until Tuesday, March 27th. Thanks!
No alternate contact? What if this is an emergency?============================================
From: Sales Representative
Sent: Saturday, April 07, 2012 8:30:08 AM
(UTC-06:00) Central Time (US & Canada)
To: Internal department
Subject: Automatic reply to your email
Thank you for your email! I will be in and out of the office this week celebrating the birth of my 2nd child! :-) Have a great day!
Well congratulations. The smiley is a nice touch, however I need help today.
============================================
From: Sales Representative
Sent: Saturday, April 14, 2012 8:30:24 AM (UTC-06:00)
Central Time (US & Canada)
To: Internal department
Subject: Automatic reply to your email
I will be out until Monday
Short and to the point. But inadequate.
============================================
From: Sales Manager
Sent: Saturday, April 28, 2012 8:31:19 AM (UTC-06:00)
Central Time (US & Canada)
To: Internal department
Subject: Automatic reply to your email
I am currently out of the office until May 4th. Thanks!
You're welcome. Now who can help me with this $10K order?============================================
From: Highly placed management person
Sent: Saturday, May 12, 2012 8:31:06 AM
(UTC-06:00) Central Time (US & Canada)
To: Internal department
Subject: Automatic reply to your email
Thank you for your email. I will be out of the office until Wednesday, May 16th. I'll be checking my email and will respond when time allows. If this is an emergency please call 911.
Thanks,
Highly placed management person
Thanks for the 911 tip, but maybe your assistant's phone and email might be more valuable to me.
============================================
How TO configure an auto-response (should we leave identifying info in since they're doing it right?)
From: Sales Representative
Sent: Saturday, April 14, 2012 8:30:13 AM
(UTC-06:00) Central Time (US & Canada)
To: Internal department
Subject: Automatic reply to your email
I am currently out of the office and will return on Monday, April 16th at 9am EST . I will be returning all messages after 9am EST on Monday. If you need immediate assistance, please call
1-800-336-4486. Or email one of the following representatives:
SalesRep1@igtm.com
SalesRep2@igtm.com
Thank You, have a wonderful weekend!
Sales Representative
============================================
From: Sales Representative
Sent: Sunday, May 13, 2012 8:30:23 AM(UTC-06:00) Central Time (US & Canada)
To: Internal department
Subject: Automatic reply to your email
Thank you for your email, I am currently out of the office. Please contact any of my below associates for assistance. Thanks!
SalesRep1@igtm.com
SalesRep2@igtm.com
SalesRep3@igtm.com
SalesRep4@igtm.com
Sales Representative
============================================
From: Sales Representative
Sent: Wednesday, May 16, 2012 8:30:51 AM (UTC-06:00)
Central Time (US & Canada)
To: Internal department
Subject: Automatic reply to your email
I will be out of the office the afternoon of May 15 and all day May 16. For any immediate issues please call 800-318-7814 to get to a representative. I will be back in the office on Thursday May 17. Sorry for any inconvenience.
Thank you for choosing GTM Sportswear. Have a great day!
============================================
From: Sales Representative
Sent: Wednesday, May 16, 2012 8:32:01 AM (UTC-06:00)
Central Time (US & Canada)
To: Internal department
Subject: Automatic reply to your email
I am currently out of the office. Please call 1-800-336-4486 to speak with a representative. Thank you so much for your understanding and I appreciate your cooperation. Have a great day!
NOTE: I will not be checking emails or phone messages while out of the office.
Sales Representative
GTM Sportswear
Sales Representative
============================================
And then there was the guy who got it mostly right except for the fact that the alternate contact he provided was OOTO too.
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