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Automatic message handling for a national counselling service
Liam Caffery1, Karly Crew-Wegner, Wendy Reid
1Centre for Online Health, University of Queensland, Brisbane, Queensland, Australia.
Journal of Telemedicine and Telecare
|December 18, 2004
Summary
An automatic email handling system (AutoRouter) significantly reduced response times for an Australian national counselling service, saving staff time and improving client communication efficiency.
Area of Science:
- Digital Health
- Counselling Services
- Health Informatics
Background:
- National counselling services face increasing email volumes.
- Manual email management is time-consuming and impacts response efficiency.
Purpose of the Study:
- To evaluate the impact of an automatic email handling system (AutoRouter) on response times and staff workload.
- To assess the efficiency of automated systems in managing digital client communication.
Main Methods:
- Implementation of the AutoRouter system at a national counselling service.
- Measurement of administrator time spent on email management before and after AutoRouter implementation.
- Analysis of client email response times before and after AutoRouter implementation.
Main Results:
- An average of 12 hours and 5 minutes of staff time per week was saved.
- Average client email response time decreased by 2.0 days (from 7.4 to 5.4 days).
- Significant reduction in administrator workload and improved client communication turnaround.
Conclusions:
- Automatic email handling systems like AutoRouter are effective in managing increasing email volumes in counselling services.
- Automated systems offer substantial time savings and improve response efficiency.
- AutoRouter presents a promising solution for enhancing the administration of email-based counselling.