Practical suggestions for telephone procedures and courtesy and for helping staff to provide prompt, accurate information to callers are offered in this pamphlet. The suggestions, developed by classified staff of Jefferson Community College (Kentucky) through a small-group process, are divided into four categories: (1) general responsibilities for the institution and all staff members (four suggestions); (2) switchboard responsibilities for full-time and temporary operators (nine suggestions); (3) department/division responsibilities for unit heads and secretaries (19 suggestions); and (4) faculty and administrative staff responsibilities (nine suggestions). (DC)