9 Deadly Mistakes When Handling Community Feedback

unhappy-faces

In this connected world, Community Feedback is growing in importance, and thought must be put into the time and effort required to manage it effectively in order to get the desired result.

With more than 25 years’ experience managing Environmental and Community data for large enterprises and all levels of Government, we’ve seen the same mistakes made time and time again, and lessons learned the hard way.

Below we list the 9 deadly mistakes that prompted SRA to develop the latest technology solution in Community Engagement, and how you can avoid making these mistakes yourself.

1 – Terrible contact forms…
How does someone actually submit feedback to your organisation?  Most still use a single contact form on their website which unfortunately offers nothing in the way of information about lodging feedback.  Will they hear back?  How soon?  Could they be directed to information to self-serve their request?  Can they use their mobile devices? Can they attach files or pictures?

2 – Single point of failure…
Once something is submitted, where does it go?  Many organisations still rely on a single person or shared inbox to catch all feedback including sales leads, complaints, and requests for information etc.  If it’s all on one person, how do you know that someone has seen the complaint amongst the clutter?  What happens when the responsible person is away?  Some organisations even have obligations or regulatory requirements to follow up on feedback within a certain time frame, so a single point of failure just doesn’t cut it anymore.

3 – Categories anyone..?
Too often we see organisations blanket all feedback with a single category (contact) or create complex categories (compliment, complaint, feedback request, quote, enquiry etc). Different feedback requires different follow-up so a clear decision needs to be made here. Complaints usually have a policy or operating procedure to be followed by the relevant party or team, requests for information will need to be directed to the correct area.  You can’t expect your community to know exactly how to navigate your organisation and almost everyone makes it difficult to find the right area in the right time.

4 – Are you using Spreadsheets..?
Spreadsheets are the world’s best system for collecting anything and the world’s worst system for doing anything with it.  Almost everyone we speak with in Government or Enterprise is required to keep a register.  Most end up in a spreadsheet which is controlled (or not) by the last update.  Save, Save As, Which Version of MS Office, Macros, “this file is locked for editing”, v1/2/3/4/5 etc.  Need we say more?

Step away from spreadsheets – C3 is your cloud-based community feedback solution

5 – Where do you store the information..?
As if the spreadsheet wasn’t bad enough, where do you store it?  Who has access?  What sort of access?  Is it on an individual PC, a file server, a hard drive, the cloud – which cloud? Is there a password?  Who saved it last?  Is it corrupted?  Which version is current?

6 – Reporting..?
Even if we assume you have solved the concerns with collecting feedback, categorising it, getting it to the right person and storing it – how do you report on feedback?  Most people we speak with need to create a report, at least annually, to meet Community Social Responsibility requirements, but many need to provide management with quarterly, monthly or even weekly snapshots of feedback.  This creates issues if you can’t trust the information or don’t have access to all of it in one place.  Worst case, you just select your data in a spreadsheet and insert a chart hoping no-one asks any questions.

7 – Do you reply to everyone that provides feedback…?
We still hear horror stories from people who don’t even receive acknowledgement of their feedback.  One of the above mistakes has broken the process and is actively hurting your reputation.  It’s rare that this is intentional as most of the time we just didn’t know someone wanted feedback or we didn’t know what feedback to give.  If you don’t have a process, this mistake can really damage your brand.

8 – Efficiency, productivity, responsiveness, pro-active..?
Let’s face it, in today’s world we are all being asked to do more with less.  If you can’t measure the effort being used to handle community feedback within your organisation then you can’t improve it.  If you do start to measure these activities, you start to see trends and potentially opportunities to streamline, simplify or even get on the front foot and be pro-active.

9 – Do you even keep a register?
Sounds like a no-brainer, but when SRA started the journey of developing a Community Engagement System, it was after feedback from some very large organisations stating they needed a starting point. Simply “winging-it” doesn’t cut it anymore and is often the catalyst for all 8 of the previous mistakes.

There is no SILVER BULLET software solution to mitigate the above mistakes. So SRA developed a software platform to support and compliment your feedback management and workflow, allowing staff to focus on what’s important – actioning feedback in concert you’re your community. 

Never forget the human element in community engagement, and let C3 take care of the mechanics with complete repeatability, auditability, measurability and efficiency.

FIND OUT HOW C3 CAN HELP YOU NOW 

Dive into history at IKUWA6

ikuwa6

SRA Information Technology (SRA) are excited to be sponsoring the sixth International Congress on Underwater Archaeology (IKUWA6) which is being held outside Europe, in the Southern Hemisphere for the first time.

IKUWA6 is being held at the Western Australian Maritime Museum, in Fremantle from Monday 28th November until Friday 2nd December.

2016 marks the 400th Anniversary of Dutch seafarer Dirk Hartog landing in Shark Bay, WA. His landing was the first recorded landfall by a European in WA, and the inscribed pewter plate he left behind to commemorate his voyage in 1616 is the earliest archaeological evidence of a European visit in Australia. Hartog’s landing heralded the beginning of a series of explorations by English, Dutch and French navigators, many of whom called at Shark Bay and charted its waters.

david-hurst-historic-shipwreck-city-of-rayville-1940-aima-photo-competition-2010

IKUWA6 is an excellent opportunity for southern and northern hemisphere practitioners to interact directly and exchange research, knowledge, ideas and cross-cultural perspectives with international colleagues from around the world.

The conference theme Celebrating Our Shared Heritage supports a broad, internationally focused agenda and offers a great opportunity for IKUWA to reach new audiences; stamp its mark on the Asia-Pacific region; and exchange research, knowledge and ideas with international colleagues from around the world.

The program includes educational and informative conference sessions, poster presentations and some exciting field trips.

SRA became involved with IKUWA through the Australian National Shipwreck Database (ANSDB).  The Department of Environment and Energy worked with SRA Information Technology (SRA) to develop the ANSDB.

Launched in December 2009, ANSDB provides information on all known shipwrecks and sites in Australian waters, including related images and recovered relics.  It provides divers and site managers with location environment information, including historical passenger and crew documents.

ANSDB incorporates an integrated management system to facilitate online permit applications and notifications.

For more information visit:

IKUWA6

Australian National Shipwreck Database

SRA Information Technology

 

SRA’s AMMA APP recognised at the AIIA iAwards

Catholic Education NT and SRA Information Technology’s (SRA) Attendance Management Map Application (AMMA) received a Merit for the Innovation in Mobility iAward at the Australian Information Industry Association’s (AIIA) National iAwards last night in Melbourne.

Competition was fierce, with Automed (a livestock medication device) taking out the National iAward for Innovation in Mobility.  With merits only handed to entrants who come within 5% of the winning score, Catholic Education NT and SRA are ecstatic to achieve a Merit – the equivalent of “National Runner Up”.

AMMA iAward photo

AMMA Team members David Crawford, David Jones, Stephen Pearson and Jeremy Howley receiving their award at the iAwards Presentation Dinner.

The iAwards recognise companies at the cutting edge of technology innovation and celebrate the achievements of home-grown Australian innovators.  The Innovation in Mobility award recognises projects using mobility technologies and/or location to develop solutions or help improve management of mobile solutions.

After entering the AMMA in the NT State iAwards and winning the Innovation in Mobility category earlier this year the Catholic Education NT and SRA team headed to Melbourne to compete on the national stage.

The AMMA is the first application developed specifically to combat truancy in remote communities. It was designed to focus and foster discussions between local indigenous families, school staff, truancy officers and the Commonwealth Government Remote Schools Attendance Strategy (RSAS) staff.

This was a true team effort, however special mention must go to SRA’s Stephen Pearson who single-handedly built the application with the Catholic Education NT IT team.

The AMMA allows users to confirm student attendance in real-time, map follow-up routes (improving efficiency) and increase attendance levels.  Its intuitive geographical mapping interface breaks language and literacy barriers, assisting when English is the Second Language.

Access is role-based (bus driver, attendance and/or truancy officer), with roles used to define how student attendance is highlighted (i.e. students truant for 10 days are highlighted red for a Truancy Officer). Households are colour-coded to indicate student attendance status: red indicates not at school (or role based perspective); yellow indicates student has been picked up; and green indicates student is in attendance (or role based perspective). Providing the correct focus on households based on perspective allows tailoring of strategies/workflows to improve and increase student attendance rates.

With a current daily attendance rate of 42%, approximately 400 of the 750 students in the Wadeye area are not attending school on any one day! The future of this indigenous population relies on improving student attendance rates.

The AMMA has the capacity to grow and evolve to provide insight into:

  • Student absentee patterns and trends
  • The relationship between attendance rates and grades
  • Managing a cohort of students to focus on attendance compliance or improvement
  • User messaging/alerts from the school

The AMMA is currently used in the Wadeye area at the OLSH Thamarrur School, but  Catholic Education NT could roll the application out across the NT to help increase attendance rates of indigenous students in remote areas.

It has the capacity and potential to be used across the board for all students and schools, with Catholic Education NT and SRA now discussing how to commercialise elements of the AMMA.

AMMA Town View

AMMA Town overview

Visit the iAwards WEBSITE
Visit Catholic Education NT
WEBSITE

 

SRA helps young Softballer reach her goals

SRA Information Technology (SRA) has proudly sponsored Karah Schultz to help her get to Softball Championships around Australia and reach her goals.

Karah is a dedicated junior softballer with skill and determination beyond her years. She aims to play for Australia and attend college in America to play College softball.
Big goals like Karah’s require a big commitment of time, effort and money.  SRA has helped Karah cover some of the associated costs and help her get closer to achieving her dreams.
Below: Karah batting in a trial game before heading to QLD for the U12 Championships.

Karah Batting 2.jpg

“I have been so lucky to have SRA sponsor me so I could attend three softball championships.  Championships are great because I get to play softball, which I love and I also get to learn from some of the best softballers around,” Karah said.

Since 2014 SRA have sponsored Karah to participate in the:

  • U12 State School Girls SAPSASA School Sports Softball Championship in Toowoomba QLD (November 2014) as Vice-captain
  • U15 State Regional Softball Championships in Brisbane QLD (January 2016) as Captain
  • U17 State Secondary School Girls Softball Championship in Melbourne VIC (May 2016) where she was the youngest member of the team
Below: Karah stretching to reach the base and run out an opponent at the U15’s Championship in Brisbane.

Karah Stretching.jpg

Steve Rowe, SRA CEO, has been a hockey player all his life and supports a number of sporting teams and individuals ranging from staff and local sporting enthusiasts right through to those representing Australia in the Olympics.

“I like to support sports people and teams, it gives people the opportunity to develop friendships and work as part of a team towards a common goal, which fits with how we see SRA – a TEAM working together to achieve success,” Steve said.

Karah has also just participated in the South Australian Softball Inaugural Junior High Performance Program, The Dragon’s Academy Camp in July and was identified as one of the top 25 athletes in her age group.

Link to Softball SA

Link to SAPSASSA Softball information

Introducing C3 – Community Engagement Software

It’s official!

After more than 12 months of hyper R & D, SRA will launch the latest innovation in Community Engagement Software.

C3 will launch on Friday the 22nd of July, 2016 via an open webinar scheduled for 12 noon Australian Central Standard Time.

The launch has been picked up by various news outlets already noting that anyone can register to join the webinar.

For all the details on C3, check out our full post from last week and head over to the C3 dedicated site to put your name on the webinar list.

C3 Webinar

 

SRA set to LAUNCH C3 in JULY!

Community Engagement Software!

SRA Information Technology (SRA) are proud to be launching C3; a cloud-based community engagement software platform purpose built to facilitate reliable two-way communication between your organisation and the community in which you operate.

Whenever stakeholders in your community have complaints, compliments, feedback, questions or requests, C3 allows you to manage and streamline the process in a consistent, repeatable manner.

C3 is an innovative solution developed in response to clients needing to reduce the case management (workflow) load from the feedback their communities were submitting in multiple formats.

C3 Webinar

For your community – C3 provides a web-based and responsive mobile portal, easily embedded into your existing website and personalised with your chosen URL, available on any browser. This way, community stakeholders can submit and see updates on feedback using their laptop, mobile phones, tablet or any other device.

C3 - Community Portal
Screenshot: C3 Community Portal

For your staff – C3 supports complete service case lifecycle management. The Service Hub, provides workflow, stakeholder management, notifications, reporting and dashboarding. Each case can be managed and responded to by your staff members quickly, in one single platform which works to streamline the process, reduces risk and minimise time to respond – often resulting in lower costs associated with community engagement.

C3 - Service Hub
Screenshot: C3 internal Service Hub

C3 Features

  • Community Portal
  • Service Hub
  • Unlimited FREE Community Users
  • Case Management and Workflow
  • Customisable Case Classification
  • Team and Role Based Security
  • Financial Impact Assessment
  • Notifications
  • Mapping, Dashboards and Reporting
  • Web and Mobile Access with Personalised URLs
  • Access to a dedicated Knowledge Base including User Guides, Frequently Asked Questions (FAQ) and Managing Community Engagement Articles
  • Web and Mobile Access with Personalised URLs

C3 Benefits

  • Single Register for ALL Communication
  • Improved Internal Efficiency and Consistency
  • Better Service Quality to Communities
  • Cloud-based – no need for hardware
  • Cost Effective Solution to a Serious Problem
  • Scalable (only pay for what you need) Fees
  • C3 Service Desk

We will be launching C3 during July with a webinar series and live demos.

For more information on how C3 can help CONNECT YOU WITH YOUR COMMUNITY, head to www.C3register.com.

C3 Webinar

Catholic Education NT and SRA WORKING and WINNING TOGETHER

Together, Catholic Education NT and SRA Information Technology (SRA) have won the NT Innovation in Mobility iAward at the Australian Information Industry Association’s (AIIA) SA and NT iAwards Gala for their Attendance Management Map Application (AMMA).

The AMMA is now in the running for the National Innovation in Mobility iAward which will be announced at the National iAwards in Melbourne on 1 September 2016.

The Hon. Kyam Maher, MLC said, “Innovation in the digital economy offers huge possibilities for the future prosperity of communities and economies locally, nationally, and around the world. To make the short list for these awards, all of the nominees have brought game-changing ideas to the table. I congratulate the award winners, and look forward to their continuing contributions to the innovative future of our state.”

The AMMA is the first application developed specifically to combat truancy in remote communities, as well as focus and foster discussions between local indigenous families, school staff, truancy officers and the Commonwealth Government Remote Schools Attendance Strategy (RSAS) staff.

The AMMA allows users to confirm student attendance in real-time, map follow-up routes (improving efficiency) and increase attendance levels.  Its intuitive geographical mapping interface breaks language and literacy barriers, assisting when English is the Second Language.

Access is role-based (bus driver, attendance and/or truancy officer), with roles used to define how student attendance is highlighted (i.e. students truant for 10 days are highlighted red for a Truancy Officer). Households are colour-coded to indicate student attendance status: red indicates not at school (or role based perspective); yellow indicates student has been picked up; and green indicates student is in attendance (or role based perspective). Providing the correct focus on households based on perspective allows tailoring of strategies/workflows to improve and increase student attendance rates.

With a current daily attendance rate of 42%, approximately 400 of the 750 students in the Wadeye area are not attending school on any one day! The future of this indigenous population relies on improving student attendance rates.

The AMMA has the capacity to grow and evolve to provide insight into:

  • Student absentee patterns and trends
  • The relationship between attendance rates and grades
  • Managing a cohort of students to focus on attendance compliance or improvement
  • User messaging/alerts from the school

Currently used in the Wadeye area at the OLSH Thamarrur School, Catholic Education intends to roll the application out across the NT to help increase attendance rates of indigenous students in remote areas.  It has the capacity and potential to be used across the board for all students and schools.

AMMA Town View

AMMA Town overview

Link to iAwards announcement media RELEASE
Visit Catholic Education NT WEBSITE
Visit SRA WEBSITE