Organizing Incoming User Information

By Sangeeta Gupta, Ron Kim, Abdallah Hassan and Marijke Hallo de Wolf
May 2001

In order to handle user information received via the different feedback and information request mechanisms in a timely and efficient manner, it is helpful to set up a system to organize it based on its intended use and type of information.

Databases

Information received from specific feedback forms can be automatically entered into a database system (such as an Excel file) that collects all of the basic information that was solicited from the user. Using a database to compile user information from feedback forms facilitates sorting the information according to different fields, such as institutional or topic related information that may be relevant in a future interaction with the user regarding a specific subject area and/or product. Using a database may also help you organize the information into fields that have information on the action taken regarding that feedback, as well as the person in the organization that used or dealt with a response to that incoming information. Information received or requested via e-mail, as from a user utilizing the "for further information, contact" option, can also be entered into a database if the inflow of the requests and information is large enough to require more structured organization than just a subject-based folder structure.

Statistics software

Information received from survey or evaluation forms can be entered into statistics software that compile and analyze the results. It is important to keep in mind that responses to Web-based surveys may not be statistically significant (insufficient number of responses or not a scientific sampling of the target survey group), in which case it may be enough to use a database to organize the information.

Subject-related folders

Incoming information or requests received by the Webmaster or generic e-mail address may be handled more efficiently in a subject related folder structure. Requests of information related to job opportunities for example can be saved in a folder titled "Job opportunity inquiries", or requests of information related to climate change issues can be saved in a folder of that same title.

Frequently asked questions

User information requests or questions can also be compiled into a list of "Frequently Asked Questions" that can be posted on the Web site. This assists the user in clarifying common doubts that range from the organization's work in a particular subject area to the regional coverage of the organization's work.

Archives and common workspace

Information generated from a discussion group can be stored in a Web site specifically related to the subject of the discussion group (e.g., Yahoo! Groups). This common workspace, managed and maintained by the facilitating organization, includes an archive of incoming messages, a list of uploaded documents for the discussion group to share and a list of contact information of all participants.