Accessibility Feedback Follow-Up Checklist
Log a patron's accessibility report and complete initial follow-up when a new comment or report arrives, so the issue is tracked and someone is accountable.
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Log a patron's accessibility report and complete initial follow-up when a new comment or report arrives, so the issue is tracked and someone is accountable.
A patron has submitted an accessibility concern via email or the web form and the report is not recorded, categorized, or assigned for follow-up.
Messages sometimes lack required contact or location details and reports arrive through multiple channels causing duplicates; no single person is automatically assigned to follow up.
The concern is entered into the tracking system with required details, categorized and assigned to an owner with a due date, and the patron has received an acknowledgement with next steps.
- • Computer with internet access — 1
- • Feedback tracking system account — 1
- 01 Confirm and consolidate the submissionOpen the patron message or form, download attachments, search the tracker for matching reports to avoid duplicates, and prepare a new entry with the raw message text.⏱ 5분
- 02 Identify missing details and request clarificationCheck the entry for required fields (patron name, contact method, exact location, date, description, accessibility barrier) and send a single templated email or call to request any missing items, logging the request time.⏱ 10분
- 03 Log, categorize, and assign ownershipEnter the confirmed details into the tracker, set category (e.g., mobility, visual, digital), assign an owner and a specific due date, and set priority based on impact.⏱ 5분
- 04 Acknowledge the patron and schedule follow-upSend the patron a clear acknowledgement stating the assigned owner and expected response timeline, add a calendar reminder for the owner and a note to update the tracker when status changes.⏱ 10분