With the general acceptance of cost cutting, the impression the internet can be deployed to give that one can actually give feedback to monolithic organisations such as the BBC and the days of inconveniencing the BBC with the expectation of an actual reply long gone, the question is, how to influence them.
Too often, I wonder whether giving "feedback" is a waste of my time - the comment, or form filled in goes to convenient inbox the equivalent of an electronic waste paper bin. To report a fault on the iPlayer involves peeling layers of web links and persistence in not selecting fault report, giving feedback, but making a COMPLAINT. If one has worked for an organisation that has a policy of registering them and stating how they have been dealt with, one would know its a small way to at least register something in one of their systems. I don't mind giving feedback - constructive suggestions, or compliment for something evidently done well or found pleasing to see/hear. When I started managing others, I was told about a book "Complaints are a gift" - for a business, they want to know when a customer is displeased and why, not just be left to wonder why their customers are deserting them for others. Accordingly, I am willing to complain, but try to remain in a pleasant frame of mind (usually - Prom Booking using their planner and the like excepted).
Given the activity on various threads at various times here, the last minute of todays "Feedback" Radio 4, 16:30 will surely be of interest. OFCOM has required the BBC to publish data as to complaints received each fortnight, which brings it into line with OFCOM requirements of other broadcasters. AND any programme which gets more than 100 complaints will need to be specified and the BBC will respond as to the editorial response to the issues raised and which were upheld.
To save some googling, here is the rather limited OFCOM page
Here is the BBC complaints page (last time I looked for such a simple thing, I couldn't find one) :
And the process, set out over a fair number of pages, revised October 2017 can be downloaded using a link on the right "BBC Complaints framework and Procedures"
I can think of at least one current issue where 100 complaints could be made within a fortnight, and we would be interested to see what results.....
(However, I am sufficiently realistic to know that BBC editors, or program makers will hardly change - they appear on Feedback and never admit fault - the uniformity of that response does confirm, as if we needed it, that there is abundant arrogance at play in the BBC. And I'm sure that FrenchF could wearily point out how they will swerve, undermine, distract, dispute the provisions and their application in an attempt to minimise the need to explain or even count the communications they receive. Just to say, I always say "please register this as a complaint, confirm you have done so and let me have your register/reference number for it". No doubt the BBC will do all that automatically - which is easy. Its actually thinking there is any need to re-consider which is the difficult part.
Perhaps we can establish when the 2 week period starts, so we can ensure any complaints we have can be lodged within one statistical fortnight rather than be spread over two of them.
Too often, I wonder whether giving "feedback" is a waste of my time - the comment, or form filled in goes to convenient inbox the equivalent of an electronic waste paper bin. To report a fault on the iPlayer involves peeling layers of web links and persistence in not selecting fault report, giving feedback, but making a COMPLAINT. If one has worked for an organisation that has a policy of registering them and stating how they have been dealt with, one would know its a small way to at least register something in one of their systems. I don't mind giving feedback - constructive suggestions, or compliment for something evidently done well or found pleasing to see/hear. When I started managing others, I was told about a book "Complaints are a gift" - for a business, they want to know when a customer is displeased and why, not just be left to wonder why their customers are deserting them for others. Accordingly, I am willing to complain, but try to remain in a pleasant frame of mind (usually - Prom Booking using their planner and the like excepted).
Given the activity on various threads at various times here, the last minute of todays "Feedback" Radio 4, 16:30 will surely be of interest. OFCOM has required the BBC to publish data as to complaints received each fortnight, which brings it into line with OFCOM requirements of other broadcasters. AND any programme which gets more than 100 complaints will need to be specified and the BBC will respond as to the editorial response to the issues raised and which were upheld.
To save some googling, here is the rather limited OFCOM page
Here is the BBC complaints page (last time I looked for such a simple thing, I couldn't find one) :
And the process, set out over a fair number of pages, revised October 2017 can be downloaded using a link on the right "BBC Complaints framework and Procedures"
I can think of at least one current issue where 100 complaints could be made within a fortnight, and we would be interested to see what results.....
(However, I am sufficiently realistic to know that BBC editors, or program makers will hardly change - they appear on Feedback and never admit fault - the uniformity of that response does confirm, as if we needed it, that there is abundant arrogance at play in the BBC. And I'm sure that FrenchF could wearily point out how they will swerve, undermine, distract, dispute the provisions and their application in an attempt to minimise the need to explain or even count the communications they receive. Just to say, I always say "please register this as a complaint, confirm you have done so and let me have your register/reference number for it". No doubt the BBC will do all that automatically - which is easy. Its actually thinking there is any need to re-consider which is the difficult part.
Perhaps we can establish when the 2 week period starts, so we can ensure any complaints we have can be lodged within one statistical fortnight rather than be spread over two of them.
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