Data Collection Improvements for Transparency Report 2022 - Support Inbox Labelling

[sallytay]

Original Ticket #938

This is just for support inbox data work. Tasks raised:

Consistent labelling of on site correspondence threads, and/or inbox threads, where the substance of a FOI request/response has been materially impacted by a takedown.

I think this needs to apply yo all categories not just takedowns. The inbox data would be more consistent if we all use the labels in the same way. I think largely we do but it would be good to agree between us what to use when. I've made a list of all the current labels, and what I think we are using them for and also suggested some new labels, along with some streamlining. We have a lot of labels and for me the fewer labels on each thread make it easier to pick things out in the inbox, easier to find the label, and also help with stats. I'd appreciate thoughts and feedback on this, either here or comments on the spreadsheet is fine https://docs.google.com/spreadsheets/d/1-X3HG9HOodgrdVfGhKp6BesrpZ8OEERBr0u56gnZLGc/edit#gid=0

More specific labelling of ICO correspondence in the support mailbox to enable easier identification of complaints about us to the ICO, and their outcomes.

New log created at https://docs.google.com/spreadsheets/d/1EtsVT9IBweR7sqpV0zuF09BpGKNDrDSv41Ygbv2-UDg/edit#gid=1648817528. New label suggested as part of a review of labels.

More specific labelling of support correspondence involving takedown requests from public bodies, and specifically and separately identifying those from the police / law enforcement. (Could consider expanding the GDPR tracking spreadsheet to track all substantive takedown requests, including those not relating to personal data?). Plus More specific labelling of support correspondence involving requests for user data, and specifically and separately identifying those from the police / law enforcement.

Agreed. The tracker should be setup to track these types of cases (which we've been categorising with code 'LG') - along with service complaints, as they fall under broadly the same handling mechanism. @sallytay do you have any thoughts on this? Being able to log these consistently will help considerably with our records management and compliance mechanisms, as we'll have everything on a system that we can run reports against so that everything is kept on track.

My preference would be to keep the GDPR spreadsheet separate and create a separate log for these, just to keep that data separate which for me is easier, I've created a basic log for now at https://docs.google.com/spreadsheets/d/1LO9mZLJqTQyD9hlFS4sT4afIT3aViLshIutOHQySYhM/edit#gid=0. New label suggested as part of label review.

To note there will also be a separate ticket for potential GDPR spreadsheet improvements which I will also add this to, should we decide to go down that route

Sally

[sallytay]

Following on from my initial review of the inbox labels and now that is has been tidied we are in a much better place to understand the content of the inbox and being able to use the label data reliably.

I've also started doing the annual inbox audit, where I've noticed we seem to have some labels that aren't being used or are similar to others I'd propose to remove these unless anyone has any objections:

Bizarre - we could use Arrgggggh instead, I'm not sure we need both
Fun - this hasn't been used since October and threads with this label often have many other labels so could be useful for decluttering
Ignore - I think we can just use Could Ignore this I don't think we need both
Unimportant - This isn't really being used and there other options, out of scope, could ignore this that we could use instead again will help with decluttering
useful-human-volunteer-action, this isn't being used we have potential volunteer task which I think is the same thing so I don't think we need both.

Sally