2009/6/25 Anthony Cartmell <[email protected]> > >> - Is it really necessary to require a description? > > > > I think so, yes. Looking at the picture, I can't work out what I am > > looking at and therefore don't know what the problem is. I imagine > > (correct me if I'm wrong) that there will be a series of sort/redirect > > steps by the council so that the report gets to the right person. > > +1 from experience with FillThatHole reports: the email we send rarely > makes it further than a customer support centre, where someone enters the > basic details into a support database and the rest gets lost. Then > sometimes we get a reply asking for further details that were there in the > original message...
I can confirm - through fieldwork at council call centres - this picture of circumstances. Centre staff will invariably print out emails/Web forms and file them, then process the collated prints items once a day (on a centralised B&W printer), inputting into a range of local fields on a job management system, with a different title that fits their system. Their system may or may not have the ability to include an image (often not). Staff will generally not have Web access either (these are people who sometimes are not even allowed to take their handbags to their desk!) The next time someone looks at the system, it will probably be a different person who doesn't know the history and has to read whatever notes the first person typed in. Providing a clear description is key. Louise > > > Anthony > -- > www.fonant.com - Quality web sites > > _______________________________________________ > Mailing list [email protected] > Archive, settings, or unsubscribe: > https://secure.mysociety.org/admin/lists/mailman/listinfo/developers-public >
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