Operations

I do think you need to be careful showing things publicly, especially as I'd only expect action to be taken should repeat reports of poor performance or stupid behaviour be reported. There will always be people who "report" others just for the fun of it. It all needs to be taken in scope and context. For example, if ONE pilot says x does y wrong, I don’t want x to be told they need retraining in that area. As we know, not all pilots know what they are talking about. It ought to be, ok 4 pilots have complained about controller x doing y, we need to speak to him about it.

I don’t know what the existing split between positive and negative feedback is on the existing system? Humans are keen to give out criticism and not praise, so we’d have to be careful that members don’t always get negative feedback. It could become quickly demotivating for some. I know many pilots are already nervous about flying on the network. Getting crappy feedback could put the nail in the coffin for them and not everyone has the skill or will to be constructive in their criticism.

Is there a strong desire/need to spend resources on creating a system like this? I suppose this survey will give us an idea, however, there are a lot of members in the division which this would affect, the vast majority of whom I imagine never read the forum.

2 minutes ago, Philip Harris said:

I do think you need to be careful showing things publicly, especially as I'd only expect action to be taken should repeat reports of poor performance or stupid behaviour be reported. There will always be people who "report" others just for the fun of it. It all needs to be taken in scope and context. For example, if ONE pilot says x does y wrong, I don’t want x to be told they need retraining in that area. As we know, not all pilots know what they are talking about. It ought to be, ok 4 pilots have complained about controller x doing y, we need to speak to him about it.

 

I don’t know what the existing split between positive and negative feedback is on the existing system? Humans are keen to give out criticism and not praise, so we’d have to be careful that members don’t always get negative feedback. It could become quickly demotivating for some. I know many pilots are already nervous about flying on the network. Getting crappy feedback could put the nail in the coffin for them and not everyone has the skill or will to be constructive in their criticism.

 

 

Is there a strong desire/need to spend resources on creating a system like this? I suppose this survey will give us an idea, however, there are a lot of members in the division which this would affect, the vast majority of whom I imagine never read the forum.

There is the expectation that comments would go via the training team/somebody before public view (if that's what the membership want) to check they're public ally acceptable.

We would ensure any display of comments has suitable measures in place to protect members from any form of malicious content etc.

Regardless of the outcome we plan to migrate the existing system into our code base as there is no validation of input. Staff members have been found to leave somewhat questionable comments about members, without ever having typed a word.

Just now, Anthony Lawrence said:

There is the expectation that comments would go via the training team/somebody before public view (if that's what the membership want) to check they're public ally acceptable.

We would ensure any display of comments has suitable measures in place to protect members from any form of malicious content etc.

Regardless of the outcome we plan to migrate the existing system into our code base as there is no validation of input. Staff members have been found to leave somewhat questionable comments about members, without ever having typed a word.

 

Thanks Anthony, yep, I think some form of pre-posting moderation needs to be there for sure.

In extension to what Phil is saying, what would be disastrous is if this turned into a big name-and-shame. Feedback is great, but keep things private (at least as far as the relevant ATC staff) unless the member wishes otherwise.

Edited November 28, 2016 by Andy Ford

4 hours ago, Andy Ford said:

unless the member wishes otherwise.

Hahaha - with that in place, only positive feedback would be left on everyone's profile.... If you're moderating, make sure that the controller/pilot was actually online or has a valid reason to provide feedback.

I for one do not mind sharing if someone has an issue with my controlling... am I going to be afraid to jump onto Teamspeak or control in the future because someone's left me negative feedback - please.

You learn from yours and other mistakes... I'm sure most people who would take their time to fill those text boxes up aren't posting it for a name-and-shame objective, and are simply providing a true account of events, and/or suggestions as to improvements.

Think about Trip Advisor 

 

 

Edited November 28, 2016 by Lawrence Abel

The only function I see that would be useful is to be able to see the feedback others are leaving for you. 

 

Why not keep things simple and copy ebay... enable an easy feedback score (5 stars?) & comment system with users having the option of "reporting" a comment if they deem it inappropriate which would then temporarily hide it and flag it to staff for review to decide if it is unfair or constructive.

Weather this is useful for training purposes I couldn't say however it would give controllers an incentive to provide a good service to pilots and vice versa as lets be honest, everyone likes to score points!

In future possibly integrate this with the members reputation score on their forum profile or show a star rating against their name on the forums?

The most useful data here in my eyes would be the trends developing at particular training aerodromes. For example, if a number of controllers at Luton are getting feedback on a specific issue, perhaps there's an issue in the mentoring in that area. Knowing - or even just having an indication of - that would allow the training department to speak to RTS staff/mentors as appropriate, and bridge gaps in their knowledge to benefit the service offered as a whole.

We should be using feedback to improve the standards of our ATC and training, not to give people grief. People should be given their own feedback so that they can self-rectify issues raised therein, but the most important and useful point would be mentors and ATC Training staff being given feedback for their students, allowing them to make changes on a wider scale. Of course, positive feedback and a 'pat on the back' wouldn't go amiss, either!