Contact Forms

BlytheL · Post by **BlytheL** » Mon Apr 17, 2006 11:59 am

Just wanted to vent some steam on contact forms. On Saturday I viewed a census image that was listed a being for James Scott. On viewing it, the entry was for a female, probably Janet or Jane.

I filled out a contact form and chose the other “Other” option. I actually swithered about using “Index & Image don't match” but I didn't – mainly because I usually use that one if they are a complete mismatch with different reference numbers.

Today I get a reply from SP telling me I have to resubmit using the “Index & Image don't match” option so that it can go directly to GROS. I have resubmitted the form (and I know it will end up with the very helpful people at GROS) but the time-wasting just annoys me. OK I used the wrong option but to me it just seems absurd that SP cannot simply redirect queries to the appropriate place.

JustJean · Post by **JustJean** » Mon Apr 17, 2006 12:55 pm

Hello Blythe

You have a valid point. I was going to suggest that you sent SP a contact form and tell them of your concerns....but then on second thought

. First time I've heard of a customer being asked to redirect their original communication. I do hope that GROS is speedy in their assistance now that they've finally received the query.

Best wishes
Jean

Post by **paddyscar** » Tue Apr 18, 2006 11:40 pm

I had SP ask me to re-direct an image replacement request to GROS, rather than forward it on my behalf. As this was done within 12 hours, there wasn't a problem for me .... because the copy is being sent by post, and you know how that goes sometimes

My request was April 9.

Just speculation, but could it be a change in practice as of the beginning of the new fiscal year (Canadian government runs April 1 to Mar 31)?

I can see the auditors (of our business, anyway) asking for this change to verify accounts and claims for credits matching - along with direct communication identifying the requestor.

Frances

LesleyB · Post by **LesleyB** » Tue Apr 18, 2006 11:55 pm

Hi all
I was asked to re-direct a contact form a good while back - don't think it's a new thing. Can't remember details but could probably find it if it was needed.

Best wishes
Lesley

Thrall · Post by **Thrall** » Wed Apr 19, 2006 12:54 am

I sent a contact form on Sunday two days ago. I received this reply this morning; good service, and certainly no cause for complaint.

"Thank you for your e-mail and many apologies for this legibility
problem. I will inform the relevant people and hopefully they will be
able to rectify the entry on-line in due course. In the meantime I will
send you an unofficial paper copy taken from the register, which should
be larger and clearer to read. I hope this is of some help.

Regards,

Roslyn Robertson
Scotland's People
New Register House"

Was I just lucky ? - I seem always to be received courteously at SP, who have done their best so far in this aspect at least.

Good hunting,

Thrall

wini · Post by **wini** » Wed Apr 19, 2006 6:55 am

Thrall,

I had exactly the same message as you today.

I have had no problems except the length of time it takes to get to Australia but I can hardly blame anyone except the Postal Services.

wini

BlytheL · Post by **BlytheL** » Wed Apr 19, 2006 4:55 pm

I had a very rapid and very helpful reponse to my second contact form from Rosalyn at GROS. She also forwarded my comments regarding the fact that I had to resubmit to Scotlandonline.

They replied with a long justification as to how the 2 organisations are separate (which I know!) and I had used the wrong part of the form (which I know!). Apparently we (i.e. the customer) have to spend time resubmitting contact forms so that we will learn not to make mistakes again

. It still seems a poor level of customer care to me - why can't they forward on the request in addition to letting me know that I used the wrong form? Although they have achieved their aim of making sure I don't use the wrong section again!

Thrall, you obviously read the form correctly and got straight to GROS - I have never had any problems with them and they have always been really helpful.

Blythe

wini · Post by **wini** » Thu Apr 20, 2006 6:10 am

Blythe

The problem is you are only 1 person, but having worked in Public Libraries for 30 years I can see their point of view.

They may get many wrongly assigned Contacts in the one day.

I think it is easier to point out "Politely" someone's error and try and keep the mistakes down.

Having worked in the field I know that this won't be the only job they have to do and although an awful lot of people think Library staff sit and read books all day, I can assure you that is not the case.

Good Luck from now on

wini

Russell · Post by **Russell** » Thu Apr 20, 2006 9:26 am

Thanks for that reply Wini

ts important that people see things from both sides and develop a balanced view point.
When we don't understand the job its too easy to oversimplify things.

If all us TalkingScots sent in forms it would take a rescue team a week to dig the poor staff out

russell

Tom-W · Post by **Tom-W** » Fri Apr 21, 2006 7:26 am

I've also had a contact form returned. What I found frustrating about the system was that the reply contained no details of my original message. I'd had a busy weekend searching by the time they replied (not that the reply was late!) so I had to trawl back through my search history and try to work out which one had caused the problem. By all means ask customers to resubmit requests but it would have been helpful to copy back the original request!

As I remember I didn't bother resubmitting in the end, not least because I was on a dial-up connection at that time and it was taking to long to go back through the searches.

I don't think there was any criticism of individuals intended here, just the system.

Tom