Comments on: System-Wide Databases – Am I dreaming? http://webiscope.com/2008/06/system-wide-databases-am-i-dreaming/ Internet Healthcare Collaboration Tue, 13 Mar 2012 06:08:53 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: bart http://webiscope.com/2008/06/system-wide-databases-am-i-dreaming/comment-page-1/#comment-415 bart Mon, 16 Jun 2008 20:49:41 +0000 http://webiscope.com/?p=99#comment-415 We have a number of contact forms for visitors to use, and their input is gathered by our CMS and a little e-mail tickler goes out to appropriate editors. The tickler shows the message, with a link to login to the CMS to respond. In the CMS there's a "Reply" action on each collected feedback, and the response is stored in addition to being e-mailed to the visitor. This system works well for the questions the Web editors answer, but we haven't extended its use to other departments. We just forward the feedback to the appropriate person. At that point we lose the ability to track the response that was sent. A slicker system could act as an intermediary for these e-mails. It would send the feedback to you (the Web editor) via e-mail, using an e-mail address like "computer@yourwebsite.org", and you could then reply directly to that via e-mail. The system would forward your response to the visitor, in addition to logging it to a database. There are a few edge cases that might be tricky, but it could work. We have a number of contact forms for visitors to use, and their input is gathered by our CMS and a little e-mail tickler goes out to appropriate editors. The tickler shows the message, with a link to login to the CMS to respond. In the CMS there’s a “Reply” action on each collected feedback, and the response is stored in addition to being e-mailed to the visitor.

This system works well for the questions the Web editors answer, but we haven’t extended its use to other departments. We just forward the feedback to the appropriate person. At that point we lose the ability to track the response that was sent.

A slicker system could act as an intermediary for these e-mails. It would send the feedback to you (the Web editor) via e-mail, using an e-mail address like “computer@yourwebsite.org”, and you could then reply directly to that via e-mail. The system would forward your response to the visitor, in addition to logging it to a database. There are a few edge cases that might be tricky, but it could work.

]]> By: Drew Diskin http://webiscope.com/2008/06/system-wide-databases-am-i-dreaming/comment-page-1/#comment-411 Drew Diskin Fri, 13 Jun 2008 11:15:20 +0000 http://webiscope.com/?p=99#comment-411 It's not cheap, but RightNow Technologies has a solid product that Web site's use to track questions and answers. Multiple people within the organization can be tagged for answers. The answers go back into the product (essentially a database) for display to the visitors of the Web site. The answers are posted automatically to the site and are listed by popularity. The Inova Health System Web site uses this project through their call center as an integrated solution... http://inova.custhelp.com/cgi-bin/inova.cfg/php/enduser/std_alp.php http://www.rightnow.com/products/response.php It’s not cheap, but RightNow Technologies has a solid product that Web site’s use to track questions and answers. Multiple people within the organization can be tagged for answers. The answers go back into the product (essentially a database) for display to the visitors of the Web site. The answers are posted automatically to the site and are listed by popularity.

The Inova Health System Web site uses this project through their call center as an integrated solution…

http://inova.custhelp.com/cgi-bin/inova.cfg/php/enduser/std_alp.php

http://www.rightnow.com/products/response.php

]]> By: Katrina http://webiscope.com/2008/06/system-wide-databases-am-i-dreaming/comment-page-1/#comment-408 Katrina Thu, 12 Jun 2008 15:58:12 +0000 http://webiscope.com/?p=99#comment-408 In regard to emails that come through..... I have the emails set to automatically forward to certain people depending on the words found in the email or subject line. When I set up the auto-forwards I asked the people to cc the webmaster email on their responses so I know it was taken care of. Once I receive that cc, I move it into the responded folder along with the original email. If I don't get a cc, then they're stuck in my inbox, so I follow up with the person it was automatically forwarded to in order to make sure the email was taken care of properly. In regard to emails that come through….. I have the emails set to automatically forward to certain people depending on the words found in the email or subject line. When I set up the auto-forwards I asked the people to cc the webmaster email on their responses so I know it was taken care of. Once I receive that cc, I move it into the responded folder along with the original email. If I don’t get a cc, then they’re stuck in my inbox, so I follow up with the person it was automatically forwarded to in order to make sure the email was taken care of properly.

]]>