The Polite Person’s Guide to Making Your Feedback Count

The other day after reading an article on my local news site, I spent some time perusing the comments made by other readers. I’d estimate that about 85% of those comments were mean-spirited and unfriendly. And it got me thinking – in the past 20 years, as we’ve become more and more engaged in the online world, we’ve also become more and more anonymous. And with that anonymity, it seems like a lot of people have become less concerned about polite dialog.

Yes, this is no “news flash”, but I rarely see people discussing how their feedback might be taken. Sure, I understand that for many people, they get some kind of kick out of seeing how shocking a statement they can make. Their intent is not to engage in any meaningful discourse, but rather to make a quick splash, upset a few others, and move on.

While I may have built a pretty thick skin towards these sorts of comments, and while I, thankfully, have the perspective to recognize them for what they are, I must admit that when I step back and look at it from afar, it’s pretty disheartening.

So, rather than bemoan the reality of the online world I thought I’d provide everyone who’s interested in etiquette with a short “Do and Don’t” list when it comes to leaving feedback. While this was compiled with Pogo in mind, it really applies to just about anything, and on any site. Whether it’s a “comment”, a thread in forums, a letter to the editor, or an e-mail to customer support, these tips will help your feedback get noticed. Hope you enjoy!

• DO Provide Feedback! Companies do pay attention to what their customers are saying. On Pogo, we read both the comments left by players on Facebook, as well as all the Letters to the Editor. Keep it coming!
• DON’T Be a Jerk! Just because you do have anonymity, doesn’t mean you should abandon your polite demeanor. People who are polite stand out – especially these days!
• DO Be Specific! Saying: “I don’t like this Challenge because it is too time consuming” says a lot more than “This Challenge is garbage!”
• DON’T Engage the Abusers! If you see that someone has said something inflammatory, don’t take the bait! Recognize that the poster is just trying to get people’s feathers in a ruffle and move along.
• DO Choose the Best Method! If you just want to voice a quick opinion, then a “comment” on Facebook (or elsewhere) will do just fine. However, if you have what you feel is a legitimate gripe or issue, then you’ll want to contact someone who can actually take that feedback and do something with it. On Pogo, that’s either The Editor or our Customer Experience Team
• DON’T Go On and On (and On and On) If you have a list of feedback you want to give, it will likely be better received if it’s broken up into smaller chunks. You may have a list of valid points, but when all combined, they lose their punch!
• DO Provide Information This applies more to letters to the editor, or general feedback to anyone who might be able to investigate, make change, or even address your particular issue. Include your screen name, any relevant computer information, and whatever other information might prove useful.
• DON’T Forget About Grammar and Sentence Structure! If you have a good idea, don’t let it get lost in sentences that don’t make sense! It’s best to use short and simple sentences to make your point.
• DO Employ Manners When you are polite and come across as friendly, guess what? People want to help you, and they take your feedback much more seriously.
• DON’T Assume Your Situation Will be Remembered! Generally, if you follow up with someone with a brand new message, you’ll want to include the message you started with, so that you can jog their memories, or in case you reach someone who is not familiar with your first message
• DO Offer a Solution, if Possible! It’s easy to complain about something, but if you have a suggestion on how to correct the problem, offer it up! In some cases, that won’t be possible – if you’re letting someone know that something doesn’t work as it should, “fix it” is about as helpful as you can get. (With thanks to reader JG in Chicago)

So, there you have it – a few simple reminders about sending feedback. Feedback is not only important to Pogo, but to just about every company interested in keeping their business thriving.

And if you have something good to say – don’t hold back! It’s important for companies to know what they’re doing right!

Have an etiquette question for Ms. Netiquette? Email msnetiquette@pogo.com

Want to chat with others about this column? Visit the Pogo Forums!