Part-Time Internet Access and Organizational email addresses

Hi Liz!

Our Box Office/Call Center Staff is mostly part time.  They do have e-mail addresses but they are mostly there to receive e-mails from their managers.  Customers are encouraged to send to a shared e-mail address.

Our IT department has limited their CPUs to only access a list of approved websites.  It created quite the controversy at first, but way too much time was being spent on social media sites prior to the block.

From: Elizabeth Carlock [mailto:bounce-elizabethcarlock8778@tessituranetwork.com]
Sent: Friday, February 18, 2011 3:53 PM
To: Nicole Keating
Subject: [Tessitura Ticketing Forum] Part-Time Internet Access and Organizational email addresses

While not directly a Tessitura issue (although I can spin it that way if necessary), I would appreciate hearing from my colleagues on the issue of Internet access and company email addresses for part-time box office staff.

1.  Do you allow your part-time staff access to the internet while at work?  If you do, do you have any limitations on what sites your staff can access?  I'm looking for the pros and cons of granting internet access.

2.  Do you provide your part-time staff with personalized work email addresses?  Pros and cons.  I'm worried about emails going unanswered in personal email accounts for days while the part-time staff person is not working.

I appreciate any and all comments on this issue.

Thanks in advance,

Elizabeth Carlock

Director, Ticketing Services

The Granada/Santa Barbara Center for the Performing Arts

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Dear Elizabeth,

We do provide all our staff with full internet access, as we went them to be able to provide a range of information to customers that extends beyond our own goods and services. We find this an essential part of our service delivery and it works very well. Our team is very small (5 part time) and I know they do use social media sites – but I trust that they will put the duties of the role as their top priority during their shift (and they do!). I understand that for larger organisations, giving this level of trust may not always be appropriate.

We do provide them with personalised email addresses, but this is mainly for internal use only (to communicate things specific for their shift and for them to also be able to file important information in their own personal way). Public communication in and out is done through a generic Box Office account that they all have access to.

I hope this helps!

Beau Vigushin

{MELBOURNE RECITAL CENTRE}

Hi Elizabeth,

We also allow all our staff to have full access to the internet for similar reasons to those outlined by Beau, plus the box office staff assist in monitoring facebook and website feedback.

In regards to personalised emails we don’t provide those, instead there is a generic TSO Box Office email that all notifications go to. We found that it assisted with following up on enquiries etc as the casual employee may not be in for a few days in succession. There is also a generic TSO box office gmail account that we use to schedule Disaster Recovery reports too in case our system goes down.

Brenda

Dear Elizabeth,

We do provide all our staff with full internet access, as we went them to be able to provide a range of information to customers that extends beyond our own goods and services. We find this an essential part of our service delivery and it works very well. Our team is very small (5 part time) and I know they do use social media sites – but I trust that they will put the duties of the role as their top priority during their shift (and they do!). I understand that for larger organisations, giving this level of trust may not always be appropriate.

We do provide them with personalised email addresses, but this is mainly for internal use only (to communicate things specific for their shift and for them to also be able to file important information in their own personal way). Public communication in and out is done through a generic Box Office account that they all have access to.

I hope this helps!

Beau Vigushin

{MELBOURNE RECITAL CENTRE}

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