Telephone Usage Policy


Those who use the telephone in their duties are urged to keep in mind the importance of a courteous and efficient manner in telephone usage. Messages should be taken and relayed carefully.  Proper requests for information should be complied with promptly, and when information is not available, tactful answers should be given or other sources suggested. If a message is received and it will take time to research and answer, a return phone call should be placed to the inquiring party. This phone call should inform the inquiring party that it will take time to research the issue and a time frame should be given to them as to when they should expect an answer.

In placing or answering a telephone call, it is suggested that an employee first identify the office or department. Throughout all telephone communications, a manner of friendly courtesy and helpfulness will do much toward creating teamwork and cooperation, and winning friends and goodwill for the University.

All outgoing telephone calls, including local calls, are billed to the University by the common carrier on the basis of call duration as well as the number of calls placed. Controlling time on the phone reduces costs; please be as brief as possible to help achieve savings. In addition, dialing local or long distance “directory assistance” is costly and should be avoided. The Springfield telephone directory is provided to all offices (call the Switchboard at ext. 1270 to receive one). Internal phone numbers are also available through the Western New England University website. From the homepage you go to “Directory”. Many other phone numbers are available through the Internet. 


Personal phone calls should not be placed or received on University telephones (including University issued cellular phones), except in cases of absolute necessity. If a personal telephone call is necessary, please be as brief as possible to help achieve savings and remember that the University is billed in accordance with call duration as well as the number of calls placed. Personal cellular phones should be turned off during normal work hours. Employees should reimburse the University for all long-distance personal phone calls or faxes and in the case of excessive local phone calls or faxes, the University reserves the right to request reimbursement. The University’s “800” number is restricted to business as the University pays for this number based on usage; no one should give out the University’s “800” number to receive personal long-distance phone calls.


Employees whose job responsibilities include regular or occasional driving for business are expected to refrain from using their University issued or personal cellular phones while driving.


Cell phones or other hand-held devices that have photographic capabilities should be turned off when in locker room or other restricted areas.