Emails

How to manage enquiries coming into the general email inbox

The process for managing emails depends on the email categories:

1) Spam & cold calling emails: These are generally from people trying to sell us different booking systems or other spam like content. These can safely be ignored and eventually a main admin can delete them. 

2) Emails from attendees - questions, apologies for cancellations, etc.: If you can answer the query (these may require directing the person to the website etc.), then they can be answered.
For other things, usually a kind response with "Thanks for letting us know, look forward to seeing you next time." is appropriate.

3) Email from the public - with queries: These might be something along the lines of "What hours is the gym open?", "What classes do you offer?" or "Where are you situated?". Again if you can answer them (perhaps by directing them to the timetable or map on the website for example), then proceed. If you don't know the answer, you could check this handbook or ask on Loomio/Slack.

4) Email from Bricks - door code changes: in this instance, the door codes document should be updated with the new information and forward the email to admin@bristolcooperativegym.org too (if not already cc-ed).

5) Email from attendee/co-op member – with an issue or a complaint: such as an objection to a last minute class cancellation, or they are unable to register for a class, or if someone requires a refund – this is something that should be handled as quickly as possible and if you don't have the necessary information or logins (such as TeamUp) to handle it, it should be referred to a director or the TeamUp admin helpers TeamUp admin helpers  (depending on the issue) in these cases. You could immediately refer to a director and leave it at that, or send a response with "Thank you for your email, I've passed this on to our directors to look at in detail and they will be able to help you as soon as possible."

Note: If you think you have the knowledge to answer a question, then do it. If not then ask someone on the forum/slack or directors for information, or check this handbook.

How to manage emails in the Admin email inbox

Info to be added by Jen once the mailbox has been in use for a few months