Hi,
I presume that many services prefer us to use online feedback forms or email
when we have queries rather than direct contact by phone. In some cases I am
happy to use these services where I have the option of sending myself a copy
of the information that I submitted e.g. Atypon Link, Highwire and Synergy
or when I receive an automated email response that identifies the original
query e.g. InformaWorld.
Whilst there are many examples of good practice out there, there are many
others where further improvements are required.
When I use the Contact Us form on ScienceDirect I do get the option to print
out a copy of the query, but what I want is the option to have a copy of the
query emailed to myself. This does seem rather retro for SD!! I also just
tried using the Oxford Journals general customer query form and again I
didn't have the option of sending myself a copy of the query. The same is
true of the Ingenta help form.
Earlier today I sent an email to Turpin Distribution Services, so I have my
own copy of the message I sent. However the automated email I received from
Turpin in response to this email contains no information about the subject
of the original email and therefore has absolutely no value to me. There are
many other examples of poor email communication where a response to a query
contains inadequate information on the original query meaning it takes time
to match up the original query to the answer(s).
Maybe services e.g. aggregators/publishers/agents etc. should try being a
customer for the day to see if the way they handle feedback forms and email
queries could be further improved?
Cheers
Lesley
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Lesley Crawshaw, Faculty Information Consultant,
Learning and Information Services
University of Hertfordshire, Hatfield, AL10 9AB
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email: [log in to unmask]
phone: 01707 284662 fax: 01707 284666
list owner: [log in to unmask]
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