Office Correspondence Log/10 December 2011

This week has seen a rise in the more complex items of correspondence, for example:

• Paper Gift Aid forms
• Cheques made payable to 'Wikipedia', which have to be voided and returned with a custom-written letter
• Direct Debit mandates being cancelled, or not being completed correctly there is nothing critical amongst them, just cheques, Gift Aid forms, and DD forms.

This complexity has slowed the processing of postal correspondence, which is now backlogged by one to two working days - there are also a few items at the London office and the treasurer's address. The backlog is circa 30 items.

Emails to fundraising@ are backlogged approximately one week – but there is nothing crucial amongst them - just simple emails and queries. Emails to OTRS (info@) are backlogged approximately 21 days, and we need to recruit more volunteers to answer these. However, I want to ensure that any volunteers we recruit are trustworthy and sensible – at the very minimum they should already be OTRS volunteers, and I would prefer them to have no prior issues, and ideally to have quality queue access already.

Post cannot be handled by volunteers, so I would suggest moving the fundraising@ email address (currently redirecting to me) to redirect to our OTRS queues, and issuing a more wide-reaching call for experienced volunteers to help answer emails.