As an administrator in a public school district, I often receive emails requesting help. For me, prompt, speedy response that resolves the situation is essential to success. Prompt response means instantaneous response when we all have access to email.
Yet, sometimes, helpful solutions take too long to deliver…your response depends on the actions of others. Here’s one request:
I have a personal account with Animoto.com. I heard about this site during a presentation by librarians at the ESC Librarian Round Up. I have made a couple of short intro-type science movies just to get student attention in the library.I can’t use the site? I did see on the librarian 2.0 that Animoto for Educators was listed. Has something happened? If we are professionals and know what content to use and not to use, shouldn’t we be able to use that technology?Please advise, I would surely love to work with this site to create library resource videos. It is a good way to publicize the libraryThank you.
One can almost sense the indignation hinted at in the question, yet the author of the email pulls back. My response follows after multiple interventions on the person’s behalf:
Howdy. Please be aware that Animoto is on the approved list of web sites, that I also have an account, and have used it to showcase District events. I submitted an objection to the HelpDesk and the
individuals responsible for filtering on the following dates, and there have been 3 other campus/department entities who have complained about lack of access.To date, I have not been successful in seeing a change, but this is a busy time of the year for those involved in making the adjustment to the District’s filters. Previous requests were sent on September 11th,
September 17th and September 23rd. I’m copying the relevant individuals on this email response to you.I can only ask for patience at this time.
I copied the message above to relevant individuals and they took action–they’d been swamped with opening of school–to address the problem. I promptly emailed the folks affected this note:
Thank you for your patience! Animoto.com is now accessible! However, now that I know you are using it, please share the links to your Animotos so I can showcase them! Here is one I’ve put together to celebrate what is happening [removed]
I downloaded my Animoto video and then put it up at http://edublogs.tv. This works better, I’ve found, than animoto on hosting (my experience).
How do you handle “customer” complaints?
