The public email address is: [firstname.lastname@example.org] We have a rotating list of volunteers who check the email account. The volunteer should answer questions that she can, and solicit help for those she cannot.
The volunteer should sign every email with their own name so that there is no future confusion about who sent what, when.
When problems are solved the email should be put into the 'completed' folder. Problems that are outstanding or pending should be put in the *pending folder. Pending has a star to force it to be into because pending comes before complete.