ADJUSTING TO MY DUTIES AND RESPONSIBILITIES

During my first week, my main duties were to: -  answer phonecalls within and outside Ministry of Health
                                                                      - transfer phone calls
                                                                      - jot down complaints and action taken
                                                                      - follow up on complaints
                                                                      - fax letters
                                                                      - book venues
                                                                      - send invitations, and
                                                                      - attend events.

All this I came to recognize as 'customer service' which is very important for any organization involved in Public Relations. Ministry of Health caters to the whole population of Botswana, therefore the communication tools they use need to be effective and immediate. In this case, Ministry of Health had a hotline which is free and anyone can call on matters relating to health or pertaining to the Ministry itself such as queries on policies, and upcoming events and newly released information for the nation.

Being at the Call Centre allowed me to satisfy the public's need for constant information. It also gave me insight into the importance of an organization implementing a 2-way symmetrical model of communication that allows for interaction and feedback.This model is especially necessary for Ministry of Health because it uses communication to negotiate with the public, resolve conflict, and promote mutual understanding and respect between the organization and its publics. 
                                                                   
Public Relations is not only about pitches and press releases to media, it is also about an organization and becoming a champion for the communities that they serve.