Beyond the Inbox: Strengthening Connectivity and Documenting Impact through Digital Inquiry Management
Teaching & Educational Technologies
Kaitlyn Davis
Agriculture Outreach Specialist
UW-Madison Division of Extension
West Salem
Abstract
Managing high volumes of public inquiries through individual staff email inboxes often leads to communication silos, where client questions are lost and Extension's collective impact is difficult to document. This presentation highlights how horticulture and agriculture programs transitioned from individualized email to a centralized digital management system where staff and volunteers work efficiently to respond to statewide inquiries. The rationale for this shift was to provide Extension content and connection in all counties through a "one-stop" digital hub where inquiries are organized into dedicated workflow channels, ensuring clients receive timely, evidence-based responses. Inquiries are reviewed, categorized, and routed to the appropriate staff or volunteer based on their availability, expertise, and geography. Unlike traditional, individual email, this system allows staff to identify real-time trends in public needs. For example, by tracking surges in specific plant pest questions, the team quickly provided resources and targeted educational materials based on the identified need. Efficiency is enhanced through pre-written standardized response templates, including research-based content that ensures consistency while saving staff time. The system allows the team to tap into collective expertise. Through internal notes and tagging, staff and volunteers collaborate on complex inquiries without back-and-forth email chains, ensuring accurate information reaches the client. Attendees will participate in a live walkthrough of the digital interface, exploring diverse case uses including plant health advising workflows that utilize staff and volunteers on a statewide level, as well as, a high-volume county model, live help-desk hours, and a specialized industry pipeline. We will present 2025 evaluation data demonstrating that over 84% of clients felt a direct connection to Extension experts and resources through these interactions. Most importantly, this system enhances our ability to document measurable actions: 70% of clients used provided resources to inform decision-making, with significant numbers adopting practices that align with intended program outcomes including non-chemical pest management and improved conservation practices. This model is scalable for any state looking to optimize staff capacity and integrate volunteers. Participants will receive a readiness framework and workflow tools for replicating this efficient, data-driven model.
Authors: Peggy Damann, Kaitlyn Davis
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Peggy Damann Horticulture Program Manager, Wisconsin Association for County Agriculture Agents, Wisconsin, 53818
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Kaitlyn Davis Agriculture Outreach Specialist, Wisconsin Association for County Agriculture Agents, Wisconsin, 54669