Managing Comments@ Email


Comments@ is the Vote Smart email account for the general public. This means there is a wide range of email content, that must be properly responded to, forwarded, and organized.


Basics



When taking over the account, let others know that you are now the administrator
The first few times you forward emails to another Vote Smart account (like politicalcourage@), say something along the lines of “Hi _, This is _ and I now run comments@. Here’s a question from a person looking for information on_. Thanks!”
After a few weeks/months, you’re free to forward along messages with no additional comments from yourself

Reference this doc for additional tips/suggestions: https://docs.google.com/document/d/1OmPnmynDqL0xbk_u10nl1Hd6WZctX5xNBCO95wGjf80/edit?usp=sharing


Login

The comments@ password is stored in the "Share-able Clipperz/Social media account". See DevComm or the National Director for access. If you need to update the password for any reason, be sure this is reflected on on the Clipperz account.

Responding to emails

Think of managing comments@ as a gatekeeper. A large portion of the job is to delegate emails; it is not their job to answer every email that is received. The person managing comments@ should respond to all emails that they can confidently answer without misinformation. If an email is difficult to answer or pertains to a specific (sub)department, forward the email. Once an email has been forwarded, it is not the job of the comments@ manager to follow-up. However, if the forwarded message is content or time-sensitive, please directly notify the recipient (chat or in person)that they have an urgent email.

Staff should expect to be forwarded emails from comments@.If they do not think they are the correct recipient, it is their responsibility to inform the comments@ manager whom similar, future, emails should be forwarded to. Please clarify with the National Director if there is confusion.

Often, a staff member will accidentally respond to comments@ instead of the intended recipient. Clarify with the other staff member that the email needs to be sent to the correct recipient.

Archive emails that contain user suggestions and possible future improvements as well emails that might be considered "sensitive"

It can be useful to search old comments emails for a similar keyword. Past emails can provide direction on how to respond. If further clarification is needed, ask either the National Director or DevComm.

Keep in mind that not all emails need a response. These include spam, sales pitches, requests to post on our blog, mass-emails, etc.


Commonly Received Emails


Email TypeExampleAction to be taken
Questions about the organziation-Who are you?
-What does Vote Smart do?		If you are managing the comments@ account, you should be able to answer these questions directly.
Research questions

These are questions about our data.
-Who is my state rep?
-What are the emails for everybody in Congress?		The person managing comments@ may answer any research question he/she is comfortable answering. If unsure, please forward the email to the appropriate (sub)department.
See the wiki pages TalkingPoints or ComprehensivePhoneGuide for ideas
Data errors/corrections & new data:

These are typically from users who think they find an error or some missing data from our website. Sometimes there is no error, but it always good to investigate.
-Incorrect rating
-Bio information is outdated		Forward all emails to the appropriate research (sub)department. If you are unsure what research subdepartment to email, forward to research@.
PCT questions and emails from candidates:

These are emails from candidates, campaigns, and questions about the Political Courage Test		-I would like to take the PCT.
-Take down all of my information from your site.
-A new candidate picture.		Forward all PCT questions to polticalcourage@
If it is an urgent request, notify the elections director or whoever is managing the PCT.
Any contact with candidates and officials are recorded. Make sure PCT receives all candidate correspondence.
Development and Communications questions:

-These are Development questions regarding membership, money, or any person specifying themselves as a member or wanting to be one.

-These are also Communications questions: comments/questions on publications, media correspondence, or anything else that might involve our communications effort

-These tend to be the most sensitive/important contacts, lean on the safe side by including DevComm whenever you have a suspicion they should be.
-Remove me from any mailing lists.

-I would like to donate.

-Why don't you have PayPal?

-Captcha questions.

-ALL media requests.		Forward these to membership@. If the email seems time sensitive or has sensitive content, notify a Devcomm staff member after you have forwarded the membership@.
Reaching Richard or Adelaide:

The sender has addressed their email to or is looking to contact Richard or Adelaide.
-Dear Richard...
-I need to get in contact with Richard, what is his email?		Forward all emails regarding Richard or Adelaide to Devcomm (membership@)
Website Malfunctions:

Emails that report certain parts of our site are down, data not updating, etc.
-Why is everybody is listed as an incumbent?
-The ballot measure page is giving a 404 error.		Talk to your supervisor first, It may be a known issue and may have a solution. If it needs an IT fix, create a Mantis ticket. Be specific in your ticket! If needed, email the sender back to gather more information.
User suggestions:

Suggestions on how we can improve our site and/or data.
-I think you should feature more information on judicial candidates.
-You should add more interactive maps.
-I dislike pop-ups.		Respond to the sender if necessary. Mark the email as 'read' and move it to one of the "User Suggestions" folders. Then add the suggestion to UserVoice.
API questions
-I want to sign up for the API, how much does it cost?
-I can't access the data anymore on the API, what is going on?		Comments@ should not receive too many API questions, but if there is an API data question forward it to the person managing the API (research@).
If it is a question of signing up, send the email to DevComm (membership@)
Spam & Sales:

Advertisements, unknown sender asking for money, conference invitations, etc.		-Join us for our annual benefit dinner.
-Please send money, I'm a prince
-We would like to feature articles on your site		-Do not open questionable links or attachments
-Mark spam as spam through Gmail and unsubscribe from any subscriptions comments@ has appeared to be signed up for (typically, an option at the bottom of an email).
-Most sales emails we ignore, it is good to check with National Director or Devcomm to see if we have an established relationship. If we do have a relationship with a company, they should have a more specific email than comments@
Grants/foundations.
  • Most likely spam given they should have a more specific email, but it is good to check with Devcomm or National Director to confirm.
"We would like to feature some articles on your blog"
  • Delete. If they keep insisting, simply email them back with a polite not interested.
-Some emails do not warrant a response.
Thank You's!Keep up the good work!
What a wonderful organization!		-Make sure that nice sentiments are responded to with a thank you.
-Occasionally, forward one of these emails or compile your own email with a few nice quotes to staff@ and iainterns@
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