Office of Learning & Organizational Development

Counting Phone Contacts

Great Question

I’ve had discussions off and on with folks around our office about how to properly record contacts.  I’ve usually recorded only homeowner, farmer, landscaper inquiries on my call log.  One of my co-workers was told that she needs to record every phone conversation – those setting up meetings, talking to volunteers, etc.  Yesterday, my program assistant received a homeowner call.  She than talked to two other resources to get the correct answer and then called the homeowner back.  Does this count as one call, four calls…?  Are there any written guidelines about this?


We have had similar discussion about office contacts.  The answer is only if significant education value was relayed does it count.  So a general how do you do call doesn’t count.  We are also recording only client contacts not source calls.  So The PA call only counts as one contact.