UpDate - Vol. 13, No. 16, Page 1
January 6, 1994
Voice mail joins range of communication services

     University of Delaware Voice Mail-also referred to as v-mail-is the
latest feature added to the wide range of University communication
services.
     Using the standard office telephone, v-mail-the audio equivalent to
e-mail (written electronic communication)-began operation for students in
the fall and now is being installed in administrative and academic offices
on a first-request, first-installed basis.
     According to Susan Foster, vice president for information
technologies, the University began looking at voice mail about
two-and-a-half years ago. The systems were already in use throughout
government, business and industry, but they were judged then to be too
expensive for a campus application.
     Foster said there were two reasons for the University's initial
interest in v-mail: to improve University staff responses to requests and
to deal effectively with reductions in the number of support staff
employees due to downsizing resulting from budget constraints.
     "We knew the value of automated call management," said Foster. "We
wanted to find out if it would be applicable to the University's
situation."
     A common call-management system begins with a recorded message that
allows the caller to select from a number of choices with a touch-tone
phone, including pre-recorded messages that provide information or, if
necessary, having personal contact with a person who provides information
or assistance.
     With the opening of the Bob Carpenter Sports/Convocation Center and
special needs associated with distance learning in the College of Nursing
FOCUS program, the University took another look at a voice mail system.
     The cost had come down substantially (between 30-40 percent of the
original estimate). The two campus units had a high demand for the system
and could be serviced in a cost effective manner, and Housing and Residence
Life was interested in having a telephone management system installed in
residence halls for students.
     With three large populations waiting to be served, interest in call
management resumed and a request for proposals was sent to major vendors in
the field.
     A 16-member voice mail committee reviewed four systems, making its
recommendation to Foster. The contract was awarded to Boston Technology
Systems Inc. at a cost of $530,000, approximately 45 percent less than the
initial investigation three years earlier.
     In addition to the needs of the three units that requested assistance,
the University decided to review its applicability for office staff and
insure that the new system would eventually provide enhanced administrative
support throughout the campus.
     Unlike the electronic mail system, which needs a personal computer to
receive and send messages, Foster explained, voice mail takes advantage of
the telephone, a device that is both familiar and present throughout the
campus.
     At the current time, Foster said, heads of campus offices and units
have been informed that voice mail is available, and specially trained
University personnel will discuss individual office communication
requirements.
     She stressed that because there are so many offices having diverse
missions, staffing, procedures and responsibilities, the voice mail
technology and services needed for some units will be entirely different
for others.
     The ultimate objective is to provide callers-whether they be on or off
the campus-with the information they need. How that is done, however, is up
to the supervisor and personnel in each individual unit working in
conjunction with staff familiar with voice mail capabilities and features.
     "Call management implementation in the offices demands time and
planning by the people in the offices themselves," Foster explained. "They
need to consider how they want their calls answered, how they want them
managed and in what fashion they want to use the technology. It takes time
and careful consideration."
     Dictating only one way of doing things is doomed to failure in an
educational institution, Foster said. She explained that her staff, and
those involved in call management training and installation, have a great
appreciation of the diverse needs existing in different areas.
     Call management offers a range of features, from call answering to
recording-services associated with standard answering machines-to automatic
fax transmission and document storage.
     In addition, units accepting voice mail features will be able to make
changes to the system based upon future changes in staffing and
responsibilities.
     "It will be dynamic, ever changing," Foster said.
     She said individuals or offices who don't request the system may want
to try it a year from now. Others will be making modifications to the
features they selected initially.
     One of the main reasons for implementation of voice mail in the
residence halls was to serve the students. That philosophy is being
extended to assist those calling the University for assistance as well as
to help those who work on campus respond to outside requests.
     "This technology will help us manage calls and direct them
appropriately in the University," Foster said. "It is a very powerful tool
and offers an excellent opportunity to manage our voice communications more
effectively. It is designed so the caller contacting the University and
entering the system will have a good impression and receive a good image of
the University."
                                                  -Ed Okonowicz