Avoid Using Personal Email Addresses
Personal email addresses should not be used on the website. Generic addresses, also known as drop accounts, can be used. This allows for the portability of email addresses during personnel changes. Generic email addresses should be set up using terms that are appropriate for the public; they should not require departmental knowledge to understand them.
Email addresses should be displayed using the universally understood email format, for example, customer.services@bracknell-forest.gov.uk. Adding the service name alone as a text link is not sufficient because a new web user may not realize that they can establish contact if just a name is displayed.
Responding to Emails
When advertising email addresses on the website, the recipients need to be prepared for the emails they will receive. If a generic email address is used then that inbox or drop account must be checked daily. Provision needs to be made for this in the team receiving emails.
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