Contact The BBC: New look page

Thursday 27 June 2013, 14:22

Jonathan Murphy Jonathan Murphy Editorial Development Manager

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Hello, I’m senior editorial development manager in BBC Future Media. One of my responsibilities is looking at how BBC Online can be more joined-up for our audiences.

Today we’re launching a new portal page for anyone who wants to Contact the BBC which will be linked to from the footer of each BBC web page.

contact_us.jpg The new look Contact the BBC page


I’ve been working with my colleagues in Audience Services who handle the many contacts the BBC receives each year. They have found that although people are often visiting the site to offer praise for our content, this can soon turn to vexation when they can’t find the right information or area.

On the new look pages we’ve created a set of categories (TV, Radio, News etc.) to make it easier to direct people to where their specific needs will be best met – whether that’s to contribute to a Radio 5 Live debate, commenting on our News coverage, or anything else you may want to get in contact with us about.

We’ve also added a list of the most popular FAQs related to the TV, Radio and Online categories.

We’ve also tried to make it easier to find the area you may want by filtering the different forms of contact – do you want to comment, contribute or complain, or just get more information? You’ll find links which relate to each of these types of contact.

The page has been designed responsively so that it works equally well on both tablets and mobile a devices.

The next step is to create a new site for our FAQs using a similar design and principles which should go live in the near future.

The new site has been created with the input of my colleagues in Future Media User Experience and Design and we hope it makes your experience more satisfying and leads to a swifter response from us.

We hope you like it and please let me know what you think by leaving a comment below.

Jonathan Murphy is senior editorial development manager in BBC Future Media.

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Comments

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    Comment number 1.

    This new contact page hasn't reached the NEWS Page I just used, ie http://www.bbc.co.uk/news/video_and_audio/video/
    and by the way - "Headlines from BBC News

    6 December 2012 Last updated at 08:10 GMT" looks a bit odd on

    Anyway the new Contact Form, looks much better and clear, the links on iplayer pages worked fine :)

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    Comment number 2.

    The Online Contact Us information looks so much better and clear than its predecessors, so thank you. Please would the Online and Red Button Team now take the time to give an upgrade to the content of BBC Red Button Digital Text help pages 998, 9990 and 9991 in order to avoid unneccessary repetitions within the different headed pages and list textphone numbers throughout?

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    Comment number 3.

    I am a regular visitor to Robert Peston and Stephanie Flanders' blogs but I can no longer find them. I used to find them by going to the editor's blogs page but this page has been replaced and is virtually empty.

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    Comment number 4.

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    Comment number 5.

    Jonathan, I like the layout of the new contact us page although I'm curious to know why you didn't opt for having a contact form on the page (with some logic-tree built into the form itself)... it would have been much simpler. I've read some interesting articles on news website design like http://newsgame.co.uk/46/news-website-design-series-part-1/ and while I think the category breakdown/ tab layout is great for news content, I'm not sure this is the easiest, most user-friendly approach to address, as you say: the "vexation when they can’t find the right information or area."

    My primary expectation on a contact us type page would be a form of some sort rather than a web of links that will eventually land me in the right place to leave a message.

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    Comment number 6.

    Hi Craig - the idea of the page is to take people to the best places where they can comment/enquire/complain etc and get the most direct response. Hopefully some of the questions would be answered with information before the need to send a form. Additionally, there isn't one contact form that suits all these purposes.

    Some production teams like to have direct contact with audiences themselves, while other more general enquiries about the BBC need to be dealt with by our specialist audience services teams. Plus, having lots of different drop down options on a form might be quite an awkward user experience.

 

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