Notifications to Contributors if Users Leave Feedback

From Clicklaw Wikibooks

This is a help page for contributors or users.


Users Leaving Feedback

At the bottom of most pages there is a feedback box. Users are asked if the information was helpful. Users may notice errors, or find other issues with the content that can be solved by editors. Users also share positive feedback and show editors how the content helped them out. Users are asked to give feedback, but not ask specific questions about a personal legal issue that would require a specific answer. Under no circumstances should users expect their feedback to receive a direct response from an editor, contributor organization, or Clicklaw Wikibooks administrator.

The Clicklaw Wikibooks User Guide includes tips for what makes useful feedback.

In the past editors and contributor organizations had to manually check for feedback left by users. In 2018, Clicklaw Wikibooks built a feature that sends editors an email whenever feedback is left on a page they are responsible for. Editors and contributor organizations had requested this feature.

When Feedback Triggers an Email Alert

When an editor or contributor organization is assigned or owns a page, Clicklaw Wikibooks administrators will set their account to receive email alerts when users leave feedback. Historically, feedback is only occasionally left on a page. Most individual editors will not receive more than a couple emails per month.

The process is automated, and there are two types of email notifications editors and contributor organizations can expect to receive:

  1. alerts for new feedback items
  2. reminders for old, unresolved feedback items

Alerts for new feedback will trigger within a couple minutes of the feedback being left. Reminder emails will be sent monthly if there is feedback that the editor or administrator has not marked as resolved.

What to do with New Feedback Emails

Emails are sent from wikisupport@clicklaw.bc.ca. The user leaving the feedback does not see the email address of the editor, and the feedback is left anonymously so there is no automatic way to respond directly to a user's questions using the feedback reporting feature.

Please remember that editors are not expected to respond to questions about personal legal matters. When feedback arrives, editors and contributor organizations should consider whether it raises errors, information gaps, less clear language, etc., that could be fixed or improved to help future readers, and not just the individual who left the feedback.

Some feedback items will inspire the editor to make a change, but many feedback items will not require changes to the source content. In either case, the feedback item should be marked as resolved.

So long as an editor or the responsible contributor organization has considered the feedback, the recipient should click on the link to resolve the new feedback item. This will bring the editor to the website. If the editor is already logged in, they will see the option to mark the feedback item as resolved. If the editor is not logged in, they will be prompted to log in and then they will see the option to mark the feedback item as resolved.

If an editor or contributor organization has any problems with these steps, please email wikisupport@clicklaw.bc.ca.

What to do with Feedback Reminder Emails

Emails are sent from wikisupport@clicklaw.bc.ca. These are sent when there are still feedback items on a page that the editor or contributor organization are responsible for that have not been marked as resolved. The reminders are sent because sometimes the first email falls misses the attention of the recipient editor.

If there are no unresolved feedback items, then no reminder email will be sent.

If an editor or contributor organization receives a reminder email, they should click on the link to resolve the old unresolved feedback item. This will bring the editor to the website. If the editor is already logged in, they will see the option to mark the feedback item as resolved. If the editor is not logged in, they will be prompted to log in and then they will see the option to mark the feedback item as resolved.

If an editor or contributor organization has any problems with these steps, please email wikisupport@clicklaw.bc.ca.

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