It keeps everyone up-to-date.
It reduces people getting fed up, everyone is up-to-date and content.
'Techies' to set up and R & S to input text (either staff or volunteer).
Suitable technology and desk phone or mobile which R & S need to keep up-to-date.
Technical failure, R & S not having up-to-date knowledge.
Confirm receipt of text by all parties and recorded by R & S.