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San Rafael council retreats on email intake: staff urges CRM as default, council seeks clearer topical‑email rules
Summary
Council members and staff debated whether Council CRM or topical group inboxes (for example, 'endhomelessness') should be the default public and council intake; staff recommended CRM for tracking and triage while promising a public matrix explaining when to use each channel.
At its Nov. 12 retreat, the San Rafael City Council spent substantial time on communication protocols and how council members and residents should send requests to staff. Staff urged a simple rule: use Council CRM as the default intake so messages are triaged, tracked and reach the right team. Several council members supported that approach as a way to ensure consistent public records and timely responses.
Council members raised practical concerns about topical inboxes used…
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