Some respondents to the residents' survey were not aware of this address (stating they didn't know how to give feedback). One respondent was unhappy upon finding out that his/her email about catering had been distributed to some members of the Residents' Club Committee. Another said s/he expected emails to the suggestion box would be anonymised.
The full distribution list for firstname.lastname@example.org is:
- the Warden;
- the Hall Manager;
- from the catering company - the regional Catering Manager and our local Chef-Manager, as well as the company's own "comments" email address, email@example.com;
- the Facilities Committee Senior Member (and this year only, the McSF Senior Member);
- the President and Secretary of the Residents' Club Committee.
This distribution ensures that the right person receives your email straight away, helping us to provide a timely response. By not anonymising emails, we can reply to the person who writes to us and let them know what action we have taken, or ask if we need more information about the complaint or suggestion.
The existence, purpose, and distribution of the suggestions email is well advertised online and in Hall --
On our website:
On the table-top fliers in the dining hall:
And on posters:
The address is also mentioned at several places in the residents' handbook.
In light of the survey comments, I have looked at what we already have on this and cannot at this time see any way in which I can make the existence, purpose, or distribution of firstname.lastname@example.org any clearer.
It would be possible to have emails reviewed by one person (probably me) initially, then anonymised and forwarded to the person(s) who need to see it - e.g. if it's a complaint about catering, it would be sent only to the catering team. Such a system, however, would have disadvantages over the present arrangement:
- it would slow down receipt of the email by the person who needs to act on it by up to 72 hours, if the email were sent on a Friday morning and the reviewer could not review and forward it until Friday evening, to be received by office workers on Monday morning;
- anonymised emails would not be replied to, so you would never know what action had been taken;
- it would prevent the Residents' Club Committee, facilities Senior Member, and Hall Manager from reviewing the whole spectrum of complaints, so we wouldn't see patterns of complaints that might need action higher up that at the individual service level.
Of course, if you are worried about your identity being known, or about your email being read by people not directly involved in your complaint or suggestion, you can always write to me (email@example.com) with your ideas or complaints ans ask me to pass them on - anonymously if you prefer - to the relevant people or offices.
If you have any feedback on the publicity we produce for our firstname.lastname@example.org address, or any thoughts on a better way of providing feedback, please get in touch with me. I should be especially interested to hear your views on the distribution of emails sent to the suggestion box: are you uncomfortable with your suggestions being seen by everyone on the distribution list?
This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013.