Common WhatDoTheyKnow support responses

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This page lists common support responses for the WhatDoTheyKnow website.

Spam arrives on request

1. set response to no longer receive emails 2. delete spam message 3. reply back to user:

Dear xxx Thanks for letting us know! This occasionally happens if the email addresses leak out. I've removed the spam and marked your request to no longer receive emails, so it shouldn't reoccur. If you need to send a follow-up to this FOI request, please do so via a new request. Regards xxx

Setting up a new public authority

1. search the site for it by various spellings / acronyms, including via google 2. add the new authority 3. reply back to user if they requested it:

Dear xxx Thanks for the feedback and for letting us know about [name of public authority] - I've added it to the site: <<http://www.whatdotheyknow.com/body/link-to-pub-auth>> Regards xxx

Change of authority email address

Check their FOI page to see if it needs updating too!

Dear xxx Many thanks for bringing this to our attention, I have updated the address in the database.

Please let us know if you'd like me to resend any requests to the new address

I have also resent the following request to the new address:

I would be very grateful if you could also check with your IT department to ensure that mails from @whatdotheyknow.com are "whitelisted" by any anti-spam software.

User wants to to contact another user

Dear XXXXX
You can contact XXXX by signing up for an account on our site and then using the "Send message to XXXX" link on <<XXXXXX>>
We don't give out email addresses directly for privacy reasons, but your message will be sent to this user by email and if they choose to respond that would put you directly in touch.
Kind regards
xxxx - WhatDoTheyKnow.com volunteer

General email tips

1. always reply back from your xxx [at] whatdotheyknow.com address

2. always copy back in the team [at] whatdotheyknow.com address