Sent on behalf of Paul Sturm, PRO
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> As part of the PRO's ongoing work to improve our on-site public services,
> colleagues here are re-vamping our public information noticeboards. One of
> the options we are looking at, in the spirit of the Charter Mark, is the
> practice of displaying management's photographs in the public rooms. We
> are looking at the possibility of displaying room managers photos as well
> as those of senior management staff. Colleagues have asked me to ask for
> input and experiences from anyone whose record office does this. Here are
> two relevant extracts from the Charter Mark:
>
> Be Open and Provide Full Information
> Public servants should not be anonymous. It should be made as easy as
> possible for the public to communicate with staff - this is why we give
> our names over the phone, wear name badges, and print our names under our
> signatures on letters. This is also part of what makes a service friendly
> and helpful.
>
> Putting Things Right
> We should welcome complaints, but users need to know how and to whom to
> complain, and we should make it as easy as possible for them to contact
> us. The photographs of service managers should be displayed at the point
> of service delivery. This is increasingly common practice in
> customer-focused institutions and businesses.
>
> Please send any views or experiences to [log in to unmask]
>
> Many thanks,
>
>
> Steven
> Steven Jones
> Head of Archive Inspection Services
>
> Records Management Department
> Public Record Office
> Kew
> Surrey
> TW 9 4DU
>
> Tel. 020 8392 5318
> Fax. 020 8392 5283
>
> [log in to unmask]
>
>
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