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Phone Trees

A phone tree is an organized structure for using the telephone to quickly communicate a message or ask opinions of a high percentage of people in a group. Campaign leaders can pass on a message or question to phone tree captains, who each call a group of up to 10 volunteers, who in turn call up to 10 people they are responsible for. In this way, hundreds or thousands of people can be reached, yet each person makes only 10 calls.

A phone tree can be particularly useful in groups that are very large, where people do not see each other regularly at work, or where it is difficult to talk on the job.

Phone trees generally are most effective if one-on-one contacts have been made in person first, so people know the caller on the other end of the line.

• Gather accurate phone numbers. This will make the system more efficient and reduce callers’ frustration.

• Set up a structure. Set up a structure in which committee members call a small group who each call 5 to 10 people, who will in turn call 5 to 10 more, and so on. The smaller the number of calls each person has to make, the more likely it will happen.

• Try out the system before an emergency hits so you can identify problem areas. It’s a good idea the first or second time you use it to be asking people for opinions or information and not just giving them a message from their leadership. That shows that the leadership wants communication to be a two-way street.

In situations in which it is crucial that the message be passed on accurately, give people a short, precise script. Tell callers not to guess at answers to tough questions. Instead they should contact campaign leaders to get the right answer, and then get the information back to the people who asked. A script is also useful for situations when the caller reaches an answering machine.

Special phone number/hot line

In larger groups—say, 2,000 people or more—where it isn’t easy to quickly exchange information in person, you may want to set up not only a phone tree but also a special phone line members can call to get a current update. Don’t rely too much on a tape-recorded message, however, since most members won’t call the number and you will be limited in what you can say in a message your opponents will also be able to call.

“Phone blasts”

Today’s telephone technology has made it possible to set up automated phone trees, which dial every number on your list and play a recorded message when the line is answered. This system is most effective to remind people of something they’ve already heard about via a phone tree or e-mail and to give them brief facts about a new development or upcoming event. Even though hi-tech messaging systems exist, person-to-person contact is still the best way to ensure effective communication.

Be sure to start out your message by clearly identifying it as a message from your organization, not from a telemarketer.

Tips for Phone Tree Volunteers

1. Use the written message you are provided, adapted if needed to express what you have been asked to pass on.

2. Don’t count on messages you leave. They may not get to the person, or they may become garbled. Call back.

3. If someone is not available when you call, find out when they will be so you can call back.

4. If you reach an answering machine or voice mail, include in your message suggested times for reaching you.

5. Keep the names and phone numbers you are responsible for in one place and with you at all times. Include all phone numbers where a person can frequently be reached.

6. Test phone numbers before you need them in a crisis.

7. Write down any questions you can’t answer and be sure to get back to that person with the correct information.

8. Pass on feedback from people you’ve called to your organization’s leaders and staff.

9. Listen to what the person says and ask questions to find out more. Provide information or perspectives that may be useful to them, but don’t turn the call into an argument.

10. If for any reason you have a problem with someone on your list—your schedules conflict or you have a personality clash—arrange for that person to be put on someone else’s list.

11. If you are going to be on vacation or otherwise unable to make calls, arrange for someone to take your place. Make sure they clearly understand their responsibilities and have all they information they need. Give their name and number to the person who normally provides you with information to pass on.

Courtesy TheWorkSite.org