When you have been online for some while, like me since 1990 (only), you can look back and see the changes that have taken place. Much is for the better, like standards, speed and variation. But some things have not changed.
What I still wonder is why organisations and to some extent people, but I can understand that, have a website with a contact email or form. If you have such a microservice in place why don't you use it correctly? I would argue from a UX stance that when I send a well written, concise and relevant email, I should get something back. Sometimes I do receive an automated reply, and this is more often than not because the service is automated. Fair enough.
The same applies to the social media presence of organisations and the level of responsiveness. In the case of Twitter or Facebook (I assume), a technical improvement could help. But overall my suggestions for those who have a public facing internet service are:
- assign one or more people to the task to read and respond to incoming messages
- the measure, qualify and quantify this bidirectional flow of information
- adjust the quality and quantity of your people accordingly
Here a sample of what I have sent the past week:
- an in-app message and email to the Finnish transportation organisation due to me paying two times for a ticket without them delivering the ticket
- A question on a freshly posted LinkedIn article by a large well established a pharmaceutical organisation. It was a very reasonable question as it concerned a problem with the web page the article referred to. No reply and the article is removed.
- An email to the same pharmaceutical organisation regarding contact information as their webform procedure was incorrect or not working properly. A decent request as they encourage people to submit information through that form.