Providing a support contact

It’s always a good idea to give participants a person to contact if they have questions, concerns, or suggestions about the study. We usually do this by adding a sentence with a "mailto:" email link at the end of the invitation (whether that invitation is an email message or a web page that we’ve set up). It typically goes like this:

If you have any questions or comments about this study, please email us at research@acmesupply.com

While we don’t get many emails from this, it is important to be able help participants if they need it. The most common issues we've seen are:

• old/unsupported web browsers

• restricted connections (where the tool is blocked by an organization’s firewall)

• accessibility (some tools do a better job than others in this regard)

Next: Alerting the organization about our study