Customer Service for Public Disclosure
Explore the importance of customer service in public disclosure, including tips for crafting professional messages, preventing lawsuits, and reducing work-related stress. Learn how clear communication can enhance service quality and reduce processing time.
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Presentation Transcript
Customer Service for Public Disclosure 1
Introduction What to expect from me What I expect from you Why customer service Results Some unique requests Lawsuit prevention Work reduction Stress reduction Customer Service Communication Message Crafting Communication in Conflict Agenda Closing Summary Questions Additional resources Action Plan Request scoping Initial communication Time estimates Communicating throughout Final search Closing the request 2
Why is Customer Service Important Briefly: satisfied requesters don t sue The time to protect yourself is BEFORE the lawsuit. Yousoufian factors let us know that the court cares about service. Appropriate responses inform the requester and agree on a scope for the request. Time in process can be reduced by clear communication & good service. 3
Introduction What to expect from me What I expect from you Why customer service Results Some unique requests Lawsuit prevention Work reduction Stress reduction Customer Service Communication Message Crafting Communication in Conflict Agenda Closing Summary Questions Additional resources Action Plan Request scoping Initial communication Time estimates Communicating throughout Final search Closing the request 4
Crafting a Clear & Professional Message CONSIDER YOUR AUDIENCE GOOD STEPS FOR EACH MESSAGE 1. Briefly summarize the communications to date On X date you requested Y. This was clarified to be for Z on Q date. Per our phone call just now . The public does not know the inner workings of your department. 2. Outline next steps The requester is your primary audience, a judge may read your message. 3. Provide a time estimate on next steps We reasonably anticipate that the next installment of records will be available . Don t assign malice where there is only confusion. If we do not hear back from you by April 20, 2023 we will Acronyms or industry specific jargon are unclear. 4. Confirm how the requester can contact you 5
G.R.E.A.T. Communication Emotional tone We have thoroughly covered tone in communication but just keep it professional, helpful, and friendly Goal Start with why you re e-mailing Provide the larger context We received your public records request and are writing to confirm In searching for records related to your request we discovered _____ Action What can they expect from you? What do you need from them? Relevant Don t assume that the recipient of your e- mail knows the minute details Define and educate on the relevant context for this communication Our records management software provides the reports you have requested in .XML format Timeframe What is the deadline? What will happen if the deadline is met? What if the deadline is missed? 6
Communication in Conflict TAKE A MINUTE NOW OR REGRET IT LATER Plan your message to organize your thoughts Keep it conversational but choose your words carefully Review before you send Separate the people from the problem Listen with the intention to learn Agree on the problem Explore options Follow up on promises Under promise & over deliver 7
Introduction What to expect from me What I expect from you Why customer service Results Some unique requests Lawsuit prevention Work reduction Stress reduction Customer Service Communication Message Crafting Communication in Conflict Agenda Closing Summary Questions Additional resources Action Plan Request scoping Initial communication Time estimates Communicating throughout Final search Closing the request 8
Define the Request Clarity is vital to effective communication. To proceed with clarity the requester and the agency must have a common understanding of the request. 5-day letter response Ideally this should repeat the exact wording of the request. If necessary, include a Our understanding is that you are requesting . summary. This is not intended to reduce the number of records being provided but to reach clarity on what is being requested. Eventualities: 5-day letter is sent with the exact wording of the request and then the search reveals that clarification is required. 9
When No is the Right Answer Can you meet a portion of the request? Be clear & informative Let the customer vent (as necessary) Explain the why Don t get trapped in that negative loop Let them know what is possible Express empathy Mutually agree on solutions This means you must be careful when presenting the potential solutions Be active in problem solving Follow up In writing 10
During the Request Be clear about the reason for your time estimate Based on workload and staff availability If you are unable to reach your estimate explain why In the communication to the requester state what has changed and what that means Our search has revealed With this new information we now understand your request to be We want to invite correction from the requester if we are incorrect. Set a clock on the clarification Explain process and search 11
Final Search & Closing Clarity continues to the very end Do a final check and document it 12
Introduction What to expect from me What I expect from you Why customer service Results Some unique requests Lawsuit prevention Work reduction Stress reduction Customer Service Communication Message Crafting Communication in Conflict Agenda Closing Summary Questions Additional resources Action Plan Request scoping Initial communication Time estimates Communicating throughout Final search Closing the request 13
Yousoufian Factors considering communication in the PRA Lack of request clarity IF there is a prompt attempt to clarify Good Faith, Honest, and Timely Responses If there was a mistake own it. Don t make an excuse or a lie. Helpfulness of the agency Are your communications conveying assistance? Reasonable explanations for non-compliance If you have to deviate DOCUMENT 14
Some unique public records requests Need the reports tomorrow Requesting un- redacted records Wants every record Establish with your agency if there s a filtering mechanism for urgent requests. (clarify) Do they have a legal right to the records? (compliance) Communicate with the requester to determine what their goal is. (clarify) Communicate with the requester about the available timeline for release. (educate) Double check the facts to ensure there are no un-stated assumptions. (clarify) Explain the burden of the request. (educate) Explore if there is a way to reach the goal with a smaller burden. (collaborate) CHECK WITH YOUR LEGAL (compliance) Present other available resources. (creative) 15
Thank you Thank you QUESTIONS? 16
