9.2 Email Management

VERSION 1.0 – DECEMBER 2023

Purpose: To provide guidance on how to effectively manage and organise emails in the communication centre.

Scope: This procedure applies to all operators at the State Operations Communications Centre (SurfCom).

Procedure:

1. Folders
   1.1 The following folders have been established in the email system for organising emails:
   a) Handover Emails (Labelled and Completed)
   b) Summaries (Weather, Warnings, Weekend Ops, Service Summaries, Aviation, Rosters etc)
   c) Completed (Must be labelled and marked complete)
   d) Statistic Requests (Initial Request, Approved Request, Completed Report/Email)
   e) External Warnings (Floods, Heat, Cyclone, SDCC etc)
   f) Fault Notifications

2. Managing Unactioned Emails
   2.1 All incomplete emails must remain in the inbox for action.
   2.2 Staff members must label emails with who is actioning it.
   2.3 If the email is handed over to someone else, both names must be labelled to track who is doing what and who to follow up if things are missed or done incorrectly.

3. Actioning Emails
   3.1 Only move emails to the completed folder when no further action is required.
   3.2 All emails that are moved to the completed folder must have an allocated staff member and marked as completed.
   3.3 OCS will regularly check the completed folder and cross reference emails to confirm the correct procedure is followed.

4. Archiving Emails
   4.1 Only the OCS is authorised to move emails to the archive folder.
   4.2 Archiving will be done bi-monthly.

5. Responsibilities
   5.1 All paid operators are responsible for following the procedures outlined in this procedure.
   5.2 The OCS is responsible for moving emails to the archive folder.
   5.3 Senior Operators are responsible for ensuring that their staff members are aware of and following the procedures outlined in this procedure. OCS or Senior Operators can delegate emails to staff members if required.