From 1031c4c57751144321e72ca373bf44e32afe6faa Mon Sep 17 00:00:00 2001 From: Andy Cochran Date: Wed, 20 Dec 2023 17:48:48 -0500 Subject: [PATCH 1/7] add ADR --- .../adr/2023-12-20-contact-us-email.md | 84 +++++++++++++++++++ 1 file changed, 84 insertions(+) create mode 100644 documentation/decisions/adr/2023-12-20-contact-us-email.md diff --git a/documentation/decisions/adr/2023-12-20-contact-us-email.md b/documentation/decisions/adr/2023-12-20-contact-us-email.md new file mode 100644 index 000000000..1df16670f --- /dev/null +++ b/documentation/decisions/adr/2023-12-20-contact-us-email.md @@ -0,0 +1,84 @@ +# Method and technology for "Contact Us" CTA + +- **Status:** {Active} +- **Last Modified:** 2023-12-20 +- **Related Issue:** [#682](https://github.com/HHS/simpler-grants-gov/issues/682) +- **Deciders:** Lucas Brown, Andy Cochran, Sumi Thaiveetil, {other collaborators} +- **Tags:** + +## Context and Problem Statement + +How might we give users an alternative to public comments (GitHub, Google Groups, listserv, etc.) so that they might submit questions or feedback more privately? Is email the appropriate method? And how might we manage this feedback channel? + + +## Decision Drivers + +- The "Contact Us" method should not be (or feel) like a black box +- Incoming messages should be easy/simple to triage, respond to, and escalate to the appropriate channels + +## Options Considered + +- Self-hosted .gov email address: + - simpler@grants.gov + - simplergrantsgov@hhs.gov +- [Google collaborative inbox](https://support.google.com/a/users/answer/167430?hl=en) +- Help Desk tool (such as): + - [Loop](https://www.intheloop.io/) + - [Front](https://front.com/) + - [Odoo CRM](https://www.odoo.com/app/crm) + +## Decision Outcome: simpler@grants.gov + +Chosen option: **simpler@grants.gov**, because it is simple and accessible for end users, can be easily managed by comms staff, and matches the Simpler.Grants.gov domain. + +### Positive Consequences + +- Simple email communication is a technology that most all users are fimiliar and comfortable with. +- Since it does not require creation of accounts, or using 3rd-party ticketing dashboards, email is the most straightforward method by which users can sumbit their feedback. +- Provisioning an email address is fast/inexpensive and does not require procuring a service subscription. +- simpler@grants.gov echoes the project domain +- @grants.gov is an official/trusted TLD +- This inbox can be easily triaged by the Simpler.Grants.gov project team via the "[Send emails to Slack](https://slack.com/help/articles/206819278-Send-emails-to-Slack)" feature. + + +### Negative Consequences + +- We do not yet know the volume of submissions that will come through this feedback channel. A more robust Help-Desk-type of solution may be warranted in the future. We should revisit this decision if/when managing this inbox becomes unwieldy. + +## Pros and cons of other options + +### simplergrantsgov@hhs.gov + +This option has similar benefits as the chosen option. However, we decided that it's better that the TLD of the email match that of the site. + +- **Pros** + - (See above chosen option) +- **Cons** + - (See above chosen option) + - Diffult to read + - User may be confused as to why HHS is the TLD + - This @hhs.gov email address is not easily accessible to comms staff + +### Google collaborative inbox + +Again, this option has similar benefits as the chosen option. However, we decided that it's better to use an official .gov TLD. + +- **Pros** + - (See above chosen option) +- **Cons** + - (See above chosen option) + - Not an official/trusted .gov email address + + +### Help Desk tool + +Tools like [Loop](https://www.intheloop.io/), [Front](https://front.com/), [Odoo CRM](https://www.odoo.com/app/crm), and others were given cursory consideration. There are many various benefits. However, it is not yet know whether their functionalities are necessary. These options should be reevaluated if managing the email inbox becomes unwieldy. + +- **Pros** + - Automated workflows + - Assigning, tracking, status + - Labels, filters + - Reporting and insights + - Metrics on user satisfaction +- **Cons** + - Additional costs and/or maintenance From d31908bb46312d38a28bf0e68236d5ef67d8d895 Mon Sep 17 00:00:00 2001 From: Andy Cochran Date: Thu, 21 Dec 2023 09:08:30 -0500 Subject: [PATCH 2/7] Update documentation/decisions/adr/2023-12-20-contact-us-email.md Co-authored-by: Sumi <111455374+sumiat@users.noreply.github.com> --- documentation/decisions/adr/2023-12-20-contact-us-email.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/documentation/decisions/adr/2023-12-20-contact-us-email.md b/documentation/decisions/adr/2023-12-20-contact-us-email.md index 1df16670f..4ae7d68fc 100644 --- a/documentation/decisions/adr/2023-12-20-contact-us-email.md +++ b/documentation/decisions/adr/2023-12-20-contact-us-email.md @@ -34,7 +34,7 @@ Chosen option: **simpler@grants.gov**, because it is simple and accessible for e ### Positive Consequences - Simple email communication is a technology that most all users are fimiliar and comfortable with. -- Since it does not require creation of accounts, or using 3rd-party ticketing dashboards, email is the most straightforward method by which users can sumbit their feedback. +- Since it does not require creation of accounts, or using 3rd-party ticketing dashboards, email is the most straightforward method by which users can submit their feedback. - Provisioning an email address is fast/inexpensive and does not require procuring a service subscription. - simpler@grants.gov echoes the project domain - @grants.gov is an official/trusted TLD From 3bb1064b72f05e41dd2eb015e4f0f94553181c3d Mon Sep 17 00:00:00 2001 From: Andy Cochran Date: Thu, 21 Dec 2023 09:08:56 -0500 Subject: [PATCH 3/7] Update documentation/decisions/adr/2023-12-20-contact-us-email.md Co-authored-by: Sumi <111455374+sumiat@users.noreply.github.com> --- documentation/decisions/adr/2023-12-20-contact-us-email.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/documentation/decisions/adr/2023-12-20-contact-us-email.md b/documentation/decisions/adr/2023-12-20-contact-us-email.md index 4ae7d68fc..55d304897 100644 --- a/documentation/decisions/adr/2023-12-20-contact-us-email.md +++ b/documentation/decisions/adr/2023-12-20-contact-us-email.md @@ -37,7 +37,7 @@ Chosen option: **simpler@grants.gov**, because it is simple and accessible for e - Since it does not require creation of accounts, or using 3rd-party ticketing dashboards, email is the most straightforward method by which users can submit their feedback. - Provisioning an email address is fast/inexpensive and does not require procuring a service subscription. - simpler@grants.gov echoes the project domain -- @grants.gov is an official/trusted TLD +- @grants.gov is an official/trusted top-level domain (TLD) - This inbox can be easily triaged by the Simpler.Grants.gov project team via the "[Send emails to Slack](https://slack.com/help/articles/206819278-Send-emails-to-Slack)" feature. From e806e17838d9fb37b3859b9fa4d129d4ac4b1b06 Mon Sep 17 00:00:00 2001 From: Andy Cochran Date: Thu, 21 Dec 2023 09:25:11 -0500 Subject: [PATCH 4/7] add neg consequence --- documentation/decisions/adr/2023-12-20-contact-us-email.md | 1 + 1 file changed, 1 insertion(+) diff --git a/documentation/decisions/adr/2023-12-20-contact-us-email.md b/documentation/decisions/adr/2023-12-20-contact-us-email.md index 55d304897..0472cbe74 100644 --- a/documentation/decisions/adr/2023-12-20-contact-us-email.md +++ b/documentation/decisions/adr/2023-12-20-contact-us-email.md @@ -44,6 +44,7 @@ Chosen option: **simpler@grants.gov**, because it is simple and accessible for e ### Negative Consequences - We do not yet know the volume of submissions that will come through this feedback channel. A more robust Help-Desk-type of solution may be warranted in the future. We should revisit this decision if/when managing this inbox becomes unwieldy. +- There are no built-in, convenient ways to run analyses on an email inbox, or tag and filter messages by categories. It may be difficult to track metrics on common/recurring themes. This may become more of an issue as the number of submissions grows. ## Pros and cons of other options From 26b5fa4a9707fabd5539c1cea011ffba0c9ccc84 Mon Sep 17 00:00:00 2001 From: Andy Cochran Date: Thu, 21 Dec 2023 09:26:01 -0500 Subject: [PATCH 5/7] Update documentation/decisions/adr/2023-12-20-contact-us-email.md Co-authored-by: Sumi <111455374+sumiat@users.noreply.github.com> --- documentation/decisions/adr/2023-12-20-contact-us-email.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/documentation/decisions/adr/2023-12-20-contact-us-email.md b/documentation/decisions/adr/2023-12-20-contact-us-email.md index 0472cbe74..5230abe46 100644 --- a/documentation/decisions/adr/2023-12-20-contact-us-email.md +++ b/documentation/decisions/adr/2023-12-20-contact-us-email.md @@ -56,7 +56,7 @@ This option has similar benefits as the chosen option. However, we decided that - (See above chosen option) - **Cons** - (See above chosen option) - - Diffult to read + - Difficult to read - User may be confused as to why HHS is the TLD - This @hhs.gov email address is not easily accessible to comms staff From d5ffb619cd3ee0a85768991cfadcfea1df6a1eae Mon Sep 17 00:00:00 2001 From: Andy Cochran Date: Thu, 21 Dec 2023 12:55:18 -0500 Subject: [PATCH 6/7] add more decision divers --- documentation/decisions/adr/2023-12-20-contact-us-email.md | 7 +++++-- 1 file changed, 5 insertions(+), 2 deletions(-) diff --git a/documentation/decisions/adr/2023-12-20-contact-us-email.md b/documentation/decisions/adr/2023-12-20-contact-us-email.md index 5230abe46..d06e05c84 100644 --- a/documentation/decisions/adr/2023-12-20-contact-us-email.md +++ b/documentation/decisions/adr/2023-12-20-contact-us-email.md @@ -13,8 +13,11 @@ How might we give users an alternative to public comments (GitHub, Google Groups ## Decision Drivers -- The "Contact Us" method should not be (or feel) like a black box -- Incoming messages should be easy/simple to triage, respond to, and escalate to the appropriate channels +- The "Contact Us" method should not be (or feel) like a black box. +- Incoming messages should be easy/simple to triage, respond to, and escalate to the appropriate channels. +- Users should have clarity on how their messages are received, processed, and addressed. +- To maintain transparency, it should be possible to implement a feedback loop that keeps users informed of the status of their inquiries (e.g. providing confirmation of receipt, updates on the progress, and resolutions). + ## Options Considered From 8129d543068746ca279d3490888d6b578985c5da Mon Sep 17 00:00:00 2001 From: Andy Cochran Date: Thu, 21 Dec 2023 12:58:43 -0500 Subject: [PATCH 7/7] add con to helpdesk --- documentation/decisions/adr/2023-12-20-contact-us-email.md | 1 + 1 file changed, 1 insertion(+) diff --git a/documentation/decisions/adr/2023-12-20-contact-us-email.md b/documentation/decisions/adr/2023-12-20-contact-us-email.md index d06e05c84..3ce264068 100644 --- a/documentation/decisions/adr/2023-12-20-contact-us-email.md +++ b/documentation/decisions/adr/2023-12-20-contact-us-email.md @@ -86,3 +86,4 @@ Tools like [Loop](https://www.intheloop.io/), [Front](https://front.com/), [Odoo - Metrics on user satisfaction - **Cons** - Additional costs and/or maintenance + - Ticketing system are typically used by large support teams and can sometimes feel like a black box or impersonal to users