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, which have to be manually typed onto the system
• Two cheques made payable to 'Wikipedia' rather than 'Wikimedia UK' or 'Wiki UK Ltd', which have to be voided and returned with a custom-written letter
• Direct Debit mandates being cancelled, or not being completed correctly

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.