Treating Corrections as Customer Service Cases

You may be familiar with cases in the customer service industry. Cases are an easy method to organize and sort correction requests. Instead of handling each correction request individually, in Cx you can put correction requests into new or existing cases based on subject, allowing you to handle batches of requests at once.

If you have multiple corrections requests that are similar or just one correction request total for an article, put them in a case. Write a case name that makes sense to other editors without using uncommon shortened language.

How to use cases

If you have multiple readers requesting the same correction, or just one reader requesting something new, put these requests into a new case by selecting the requests in the left panel and clicking “New Case.” Select “Accept” or “Reject” based on whether you think you will accept this correction and make an adjustment in your CMS system, or reject the correction and let the reader(s) know why you decided not to make a change to the article.

Accept vs Reject

The Accept and Reject options are how you determine whether a correction is made. If a case is “Accepted" you made a correction to the story. If a case is "Rejected" you are letting the reader know you did not make a correction. VettNews uses this selection to determine message templates and is stored in your analytics to determine how often corrections are made.

Picking a good name

Cases are not visible to the public, so ideally, you should pick cases which make sense to you and other editors. Remember, corrections history is available in perpetuity, so labelling the correction case your working on with clarity will be helpful for future editors who may not be familiar with shortened language.