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Feedback lifecyle
Communication is a loop. Below are repeatable steps that outline the general lifecycle for any given piece of feedback.
First, the user finds a form and kindly provides feedback.
Then, the user receives a Success message and customized success_text. This is your first opportunity to provide meaningful direction and context for your user.
When a user submits a response,
the agency receives a Submission,
which has a aasm_state equaling received.
The system has captured a given piece of feedback.
A human looks at the feedback and updates the state to
acknowledged.
This enables reporting to differentiate between received and acknowledged responses.
The system can also be made to perform automated tasks when a response is acknowledged, like sending a Thank You email.
After a feedback item is acknowledged, what needs to happen with it?
- What department?
- What division?
- What team?
- What product?
- What point of contact?
- What contractor?
Each feedback item may be processed in a different way. And Touchpoints will not be tracking that level of detail at this time.
However, the dispatched state is designed to be used when an Agency staff member has delegated a task item to be completed in response to the feedback.
Responses in a dispatched state can be thought of as: These things are still open items that need a response, so I, the agency staffer, can communicate back to the person who submitted this feedback.
To close the loop on feedback, we want to respond to the user. We want to let the user know that the work we've dispatched and coordinated in response to your feedback has been completed.
The system can also be made to perform automated tasks when a response is acknowledged, like sending a Completion or Results email.