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For dealing with Content Maintenance requests through desk.com see Content maintenance requests

 

When you add a new card to the board can you make sure that you [First time only]:
  1. Invite the requestor to Trello as an ‘Observer’
  2. Email the requestor with a link to the Trello card you’ve created and also include a link to the blog post http://blogs.bath.ac.uk/digital/2014/10/28/how-we-look-after-content-on-bath/
  3. Explain they can ‘Subscribe’ and receive automatic updates by visiting the card and selecting ‘Subscribe’ from the right hand menu
  4. Remind them if they have comments on the task or future requests to email web-support@bath.ac.uk.

Future requests:


  1. Email the requestor with a link to the Trello card you’ve created and also include a link to the blog post http://blogs.bath.ac.uk/digital/2014/10/28/how-we-look-after-content-on-bath/
  2. Explain they can ‘Subscribe’ and receive automatic updates by visiting the card and selecting ‘Subscribe’ from the right hand menu
  3. Remind them if they have comments on the task or future requests to email web-support@bath.ac.uk.

When you complete a task:

  1. Email the requestor to confirm the task is complete
  2. Remind them if they have any future requests to email web-support@bath.ac.uk.

Email templates

Suggested email [First time only]

There is a desk.com macro for this called Item added to Content Maintenance (initial)

Hi [NAME]

Thank you for your email. 

We have received your content maintenance request and will begin work on your task shortly.

In case you didn’t realise we’ve changed the way we manage content maintenance on bath.ac.uk. To find out how go to: http://blogs.bath.ac.uk/digital/2014/10/28/how-we-look-after-content-on-bath/.

This means you’ll now be able to track the progress of your request on Trello. Trello is a tool that helps organise tasks. We’ve sent you an invite, but if you don’t receive one in the next 24 hours, first check your junk mail then email web-support@bath.ac.uk.

To view your request on Trello go to: [CARD URL]. You can also receive email updates by selecting ‘Subscribe’ from the right hand side of the 
card.
If you have any questions about this task or would like to create a new content maintenance request please email web-support@bath.ac.uk.

Regards

[YOUR NAME]

Future requests

There is a desk.com macro for this called Item added to Content Maintenance (further requests)


Hi [NAME]

Thank you for your email. 

We have received your content maintenance request and will begin work on your task shortly.

To view your request on Trello go to: [CARD URL]. You can also receive email updates by selecting ‘Subscribe’ from the right hand side of the card.

If you have any questions about this task or would like to create a new content maintenance request please email web-support@bath.ac.uk.

Regards,

Completed tasks

Hi [NAME]

We’ve now completed your content maintenance request.

To view the task go to: [CARD URL]

If you would like to create an new task please email web-support@bath.ac.uk.

Regards

[YOUR NAME]