Responding to Feedback emails

The following is a procedure for responding to Feedback emails.

By including the content of your response to the feedback in the response section at the same time that you email a response to the submitter, you keep the Trail Conference monitors aware of what is going on at that same time that you give the submitter a timely response.  

IN YOUR EMAIL SYSTEM:

Open the feedback email and set up a forwarded response.

Copy the email address of the originator from the body of the feedback to the To: field of the forwarded email.

Click on the URL for the feedback form that is in the email.

IN THE FEEDBACK FORM ON THE WEBSITE:

Enter your name as the responder.

Compose your response in the form.

Before you submit it, highlight your response and copy it to the clipboard (e.g., using CTL+C).

Submit the form.

BACK IN YOUR EMAIL SYSTEM:

Go back to the email response you started to paste the response into the email (e.g., using CTL+V).

Send it off to the original submitter.

You are done!

Things not to do:

  1. Simply put "responded by email" in the response section. That provides us with no historical knowledge of what was said. Instead, cut and paste your response so it appears both in the response section and in the email.
  2. Pass the buck (e.g., say "I've forwarded your mail to some other people"). Better to say "I do not know the answer to your question, but will do further research and get back to you shortly." When you respond, you own the problem and the solution until you find someone else who agrees to own it.