Boilerplate email for responding to complaints - Draft
*This is an Online Doc - similar to a Wiki. If you see the 'Edit' tab above, please make your suggetsions for changes in the document itself*
Boilerplate email for complaints
- Thank you for your feedback on [issue copied from complaint].
- We have discussed [description of any discussions about addressing complaint].
- We will/have [description of actions we (and which part of ALA is responsible) will/have take(n) to address this].
- If no action is taken, point to policy, by laws, etc. and explain the decision process.
- Close with possible follow up actions complainant can take if they are not satisfied.
[who gets to be responsible for these? And who gets to take the heat for dissatisfatction?]
on behalf of ALA