For sites with one central e-mail address, managing incoming e-mails and ensuring timely responses will be a key issue for your government. Many government organizations have a standard process for tracking correspondence. Consider how e-mail fits into that process.

In one city, the Web master received all correspondence, decided where it should be directed, then directed it to the appropriate department head, council member, or office. Whoever received the e-mail was then responsible for responding to the inquiry. Another municipality had e-mail links to each department so the citizen engaged in direct correspondence with the appropriate department or legislator.

The Town of Colonie provides a page of e-mail links to town officials and staff members.