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A nationally known lecturer, Doug Allen has developed and delivered over 30 different seminars on E-Learning Technologies, Cloud Computing, Prezi Presentation Software and ePublishing. Doug has published two books, "Learning Guide to the Internet" (Sybex) and "Internet Explorer 5 At A Glance" (Microsoft Press). He has also authored several courses on a variety of personal computer technologies, including Internet Search Engines and HTML/Web Publishing.
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Contact Us or Else
Submitted by admin on Fri, 09/27/2013 - 17:24
While on-line that other day, my wife said out loud (to no one in particular) “well, you’re not getting any of MY business!” and used both hands to push the keyboard drawer back into the desk. Curious, I asked who would be deserving of such a strict ban?
“I have a rule about the ‘Contact Us’ page on a website – I will not do business with anyone who just wants to collect a bunch of data from ME when all I want to do is send them an e-mail or call them!”
I knew immediately what she was referring to. You click on the “Contact Us” page looking for an e-mail address and instead find yourself presented with a form to fill out. Having worked in banking, I understand (and even appreciate) such technology when needing to pass secure information. But when there is no clear need for security, too many companies are opting to capture your information when all someone wanted to do was contact them about services or products.
These organizations have missed the privacy backlash that many people are feeling in this too-connected society that we live in. I can imagine the marketing department pressing for this: “sure we get their e-mail address when they contact us that way, but if we force them to fill out the form, we can get names and phone numbers and anything else we would like…”
If your organization does this, I would recommend you reconsider the process. Make it as easy as possible for people to contact you. The “Contact Us” page should clearly state phone numbers, addresses, e-mail and even “chat now” if appropriate. Even better is specific information to help them get to just the right department or person without making them deal with your phone tree (in particular, I love seeing someone’s name in the contact e-mail or department phone listing).
Don’t alienate customers and partners by saying (in effect) “we may or may not get back to you, but please tell us everything you can about yourself so that we can send you spam in the future.”
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