VOICE MESSAGING

Voice messaging is a computerized method of storing and
manipulating spoken recorded messages that is accessible
to users from any touch-tone phone twenty-four hours a
day. A voice-messaging system can be easily accessed by
local, remote, or mobile users via land-lines or cellular
phones. Messages may be created in a user’s voice mailbox
and then transported to another voice mailbox in a manner
similar to the e-mail process.
Voice-messaging systems include such services as
voice messages, voice-mail distribution lists, fax-in and
fax-on demand in the mailbox, interactive voice response,
and voice forms that any user can access anywhere in the
world.
HOW VOICE MESSAGING WORKS
Person A calls Person B, who is not available to take the
call. Person B’s voice mailbox or answering machine takes
the call, replaying it when Person B returns and accesses it.
The answering machine can be precise to Person B or can
be shared with multiple office personnel. If the company
has either a precise or shared system, Person B may
retrieve the message by using a digitized code assigned to
him or her. This code is called a voice-mail number. The
voice mail system is designed to transfer a person’s call to
another telephone automatically by using call forwarding
and to prioritize messages so that a specific phone number
from Person A—the recipient—is prepared to communicate
to Person B—the caller—for feedback.
HOW VOICE MESSAGING RELATES
TO THE COMMUNICATION
PROCESS
Voice messaging relates to the communication process
by increasing productivity, improving internal communication,
enhancing customer service, and reducing
message-taking costs. The proper implementation of a
voice-messaging system could be linked directly to
improved public relations in companies.
In companies where a voice system is in place, users
can easily change their greeting and the information in it
and invite callers to leave their name, number, and any
desired information. Voice-messaging systems in some
companies permit users to call from any telephone in the
world to change their greeting and to retrieve messages at
any time of the day or night. Using a voice-message system
ensures accurate messages, reduces the need for receptionists
to take messages, and frees users from time zone
dependence.
Many different types of companies, from investment
services to manufacturers, could possibly attain significant
benefits in a short period of time, by using a voicemessage
system for internal communication between
remote sites by means of such of integrated features as
fax/voice mailboxes and pager notifications. It appears
that the more voice messaging a company uses, the more
benefits and revenue savings could be realized.
When using a voice-messaging system, users should
especially careful to make their communication clear, concise,
complete, and unambiguous. A voice-messaging system
can create a first and lasting impression for users.
Therefore, the following do’s and don’ts may should be
observed.
THE DO’S
• Communicate with departments to obtain support.
• Consider training classes for company users so they
can effectively handle incoming calls to the voicemessaging
system.
• Communicate with customer service representatives
about proper handling of calls.
• Test and navigate through the various options in the
system to improve or streamline the messages.

ENCYCLOPEDIA OF BUSINESS AND FINANCE, SECOND EDITION 761
Voice Messaging
THE DON’TS
• Be careful not to overlook company customers. Be
sure to know how they want their calls handled.
• In communicating, avoid being insular. Consider
what your company’s competition is doing and how
you can apply their success to your company.
• Do not revise the system unnecessarily. Inquire
about added features/applications only if you have
maximized the use of those in existence.
VOICE-MESSAGING PRIVACY
As voice messaging become more prevalent, the issue of
privacy becomes critical. Companies need to be as protective
of their voice-mail system as they are of their computer
system. Potential abuses of voice-messaging systems
include fraudulent long-distance charges, malicious system
intrusion, and corporate espionage. Many such
abuses can be prevented by establishing certain policies
and procedures that can enhance security, such as making
it easy for users to change their passwords, establishing a
system of automatic random password creation for new
mailboxes, and having a flexible password structure. Nine
to eighteen digit passwords are advised.
Two components prevalent to voice messaging are a
user’s outgoing personal greeting recorded in his/her own
words and their message left for a receiver’s response.
TIPS ON OUTGOING PERSONAL
MESSAGES
• When recording a greeting, speak in a slow, clear,
and concise fashion.
• Once a greeting has been recorded, call yourself to
see how you sound and to determine whether you
should re-record the message.
• Keep the recording to eight to twelve seconds.
• With your best voice, speak in a friendly tone of
voice.
• If you will be unavailable for an extended period of
time, change your message to let your callers know
the time of your return and the name and phone
number of someone who can help them until then.
TIPS ON LEAVING A MESSAGE
• Be sure to have a message in mind when you place a
call in case you have to leave a message.
• Get to the point: Explain who you are and why you
have called. Avoid rambling and repeating yourself.
• If you want to speak with someone about a specific
topic that could be long and detailed. leave a “subject-
matter-only” message; for example, “Allen, I
need to speak to you about the XYZ Project at your
convenience.” Do not leave a long, drawn-out message.
• Do not leave bad-news messages of a personal
nature on the voice-mail system. Such messages are
inappropriate.
• Be careful of what you say and how you say it, so
you will not regret the message later. Because most
voice-mail systems allow messages to be forwarded
to others, you never know who might hear your
message. Many voice-messaging systems do not
allow you to eliminate a message once it’s sent.
• While it may not be necessary to give the date and
time of your message, it is wise to leave a date and
time when you will be available if you want a callback.
ADVANTAGES AND
DISADVANTAGES
With the increasing prevalence of voice messaging, both
its advantages and disadvantages have begun to surface.
ADVANTAGES
• It provides twenty-four-hour-a-day answering capability.
• It enhances efficiency and boosts job productivity.
• It saves and generates money for the company.
• It improves the accuracy of message content.
• It enables one to send multiple messages to people.
• It allows messages to be easily updated.
• It reduces the need for
administrative/receptionist/secretarial support.
• It serves as an important medium for business communication.
• It makes transferring of phone calls from department
to department easier and more efficient.
DISADVANTAGES
• Many people are resistant to technological advancement.
• It can be difficult if users are not trained to use
voice-messaging systems.
• A voice-messaging system can be less economical for
smaller companies.
• People can “hide behind their mailbox” and not
return calls.

762 ENCYCLOPEDIA OF BUSINESS AND FINANCE, SECOND EDITION
Volume Pricing
• Many people dislike not being able to reach a live
person.
• Concern for the sender of message leaving a confusing
message and lack of instructions.
• Too many voice-messaging options may make it difficult
for people to recall which options they used
previously.
WHEN TO USE VOICE MESSAGING
Voice messaging has become a viable alternative to e-mail
and fax systems as a business communicating tool, each of
these three methods having specific advantages in different
situations. (1) If users need to ensure privacy, deliver
information quickly, get a quick response, add a personal
touch, or send messages quickly, voice messaging is more
desirable than e-mail or fax. (2) If users need to send
information to many persons, outside the company, email
is most desirable. (3) If users want to edit or attach
comments, forward messages to others, send information
to many persons outside the company, keep or providing
a hard copy, and provide a quick review of information, a
combination of voice mail and e-mail is most desirable.
(4) If users want to keep or provide hard copies of documents
and distribute complex, lengthy information, the
fax system is most desirable. (5) If users want to ensure
privacy, edit or attach documents, and distribute complex
or lengthy information, a combination of voice and fax systems is desirable.