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Agreed. Can I also add something like 'responsive' as well as 'up-to-date'? Generic contacts have a habit of getting lost in handovers in big organisations.
Yes - a "managed, responsive contact point" or words to that effect. I agree this is important and we should carefully describe this when we come to draft the requirements spec.
We talked about in the latest call and I can add my experience:
What I check first is the email adress in the Identifiy response.
If it looks like a service adress I am suspicious ecause in most cases I do not get an answer. If it is
a person name adress I am more optimistic. This is a result of my numerous contact attemps in the past. Naturally more often the adress is not configured (dspace-help@my_university or empty.
When there is no adress via this channel I take a look at the repository web-site (since end-users want to make contact as well). If I can find a personal adress I am happy. Otherwise I give it up. I very rarely have got a response of a contact form (DSpace offers it eye-catching).
My estimate for this strategy is: in less than 50 % I never got an answer.
What I mean: it is a very valuable issue to improve the communication channels
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