Edited 10 August 2018
We're about halfway through our project of reviewing HDX email workflows. As of today, incoming emails are handled as follows:
|Message sent to email@example.com||Appears in un.org Outlook for Sarah, Javier, CJ, Stuart, Becky, and Kareem||If no response/handling from a team lead within 48 hours, Becky to request handling from relevant person. |
|Message sent to firstname.lastname@example.org||Appears in un.org Outlook for Sarah, Javier, Ahmadou Dicko, Joseph, Godfrey, Dan, Kareem, and Becky||DPT (usually Godfrey but currently Joseph Marindi) typically responds within 48 hours. If no response within one week, Becky to request handling from relevant person.|
|Message sent to email@example.com||Forwards to firstname.lastname@example.org. ||We're scrubbing all references to this email address online and no new outgoing messages should be sent from Gmail. Over the long term we will look to eliminate this address completely.|
|Message sent via HDX FAQ page||Forwarded via SendGrid from email@example.com to firstname.lastname@example.org.||Dan to change routing from email@example.com to firstname.lastname@example.org. Otherwise unchanged.|
We're also developing SOPs for email handling. Currently we have three:
- Replies to incoming messages should be sent from a generic account (i.e. email@example.com or firstname.lastname@example.org, not email@example.com)
- Replies should be signed with the name of the individual who has responded (i.e. “Joseph Marindi on behalf of the HDX Team”, not “HDX Team”)
- Messages that are responded to should be moved from the Inbox folder to the Archive folder of the relevant account (be careful not to accidentally move to your personal un.org email Archive folder).
Over the long term, we will develop additional SOPs including a standardized signature for all outgoing messages + standard responses to common emails such as requests for volunteer info and new HDX org creation.
For automated outgoing emails we are still reviewing the workflow process. The ones we have collected so far are listed here.
This page will be updated as our email review project continues.