Dr.S.Ganesan
Regional Director, IGNOU
The postal communication plays a vital role in Open and Distance Learning System of India. The postal mode of distribution of printed study material, certificate(s) to the registered distance learners, is one of the transaction channels between the distance education institute and the learner. The paper based certificates, reading material in print etc. are in need of postal transmission, even today. The digital era and e-environment may not completely replace postal communication in ODL system. However, the e-mode digital communication, website support are significantly reducing the load on postal communication. Being so, the delivery of documents to students, from head quarters or regional offices, is facing few challenges.
Reasons of Return of Post
• Incomplete address
• Incorrect / wrong address
• Missing of mobile number
• Vacated / shifted to new address
• Receiver not available at the time of delivery
• Door locked condition
• Unexpected transfer out of island
• Posted / camp /visit to inter-island / main-land for some period
The places like A & N Islands having its own unique geographical problems such as: hilly terrain, sharp up and down curved landscape, hill top with circular path, steps on road, foot path connectivity, land slide during rainy season, inter-island separation by sea water, scattered population etc. We can find a sharp contrast with planned city like Chandigarh, where the Sector, Street, House number are specified in logical sequence. In the absence of a structured address for postal communication, the post-man finds it difficult to locate the address using land-mark. The poor mobile signal connectivity also adds to the problem of post-man. A motivated post-man may try, more than one attempt, to visit the address / to establish mobile contact. After significant good attempts, the document arrives at sender / local regional centre office. To handle the return packets locally, the sender has started mentioning the local regional centre address instead of real (far-away) sender. This strategy facilitates the local centres, to handle the grievances of students, to some extent, when s/he approaches the RC.
Bouncing Documents of Students
Admission Confirmation Letter
Attested Student Identity Card
Study Material Packet (Books)
Grade Card, Provisional Certificate
Degree Certificate
Migration Certificate
The SMS about the dispatch operation to student gives some clue. But, the phased manner of long dispatching time is not matching with SMS communication, in bulk. The interlinking the SMS / e-mail communication with barcode of dispatch is yet a great task, while handling thousands of packets in a day; still, it is not impossible to link. The instant SMS communication used in gas cylinder delivery, ATM/bank transaction etc. are some of available good examples, for perfect match between communication & delivery. The data entry at post office data base can instantly generate SMS or e-mail communication directly to students, to reduce the time lapse in communication.
Strategies for handling Return Material
Individual phone Call to student
Bulk SMS to students
Bulk e-mail to students
Website communication
Press-release in mass media
Letter by post to alternative address of student
On one hand, the ‘advance intimation’ frustrates the student to wait for long period; on the other hand, ‘short notice’ communication also irritates the student, to manage the situation at last minute. Thus, a timely communication to student is to be ensured with error free operation. What is required for it? A synchronized perfectly interlinked operation(s) between communication and dispatch operation will solve the problem to a greater extent.
Communication Gaps
Student does not know, whom to contact
Student keep silence, for long period, for some valid reason(s)
Student’s address / mobile number / email ID changed
Student do not have e-mail ID
No alternative postal address to contact student
Less interaction between RC & learner
Less / no personal visits to RC due to online operations
No pre-intimation about tentative date of delivery
Address labels are generated, well before dispatch, by the time student change address
Reduction of communication gap is one of the known solutions for reducing the bouncing posts. Till we reach the optimum level of communication gap, we have to continue our fire fighting operations only. Channelizing the schedule of operations (SoP), even at eleventh hour rush, is need of the hour. Let us start concrete attempt, even in small steps, to move forward to handle the growing challenge.
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