By Bakary Manneh
In today’s world, communication is no longer a luxury; it is a responsibility. Public institutions in The Gambia must understand that responding to emails is not optional. It is part of public service, accountability, professionalism, and respect for the citizens they serve.
One of the growing frustrations among Gambians, both at home and abroad, is the culture of silence from many public offices. People send emails seeking information, clarification, appointments, documents, or assistance, yet days, weeks, and sometimes months pass without any response. In some cases, emails go unanswered. This behaviour creates unnecessary delays, confusion, and distrust between institutions and the public.
An email may seem small to the receiver, but to the sender, it may be urgent and important. It could be a student seeking data for their research project, a citizen requesting official documents, or a Gambian abroad seeking to engage with national institutions for routine immigration or embassy assistance. Ignoring such communications sends a dangerous message: that people’s concerns do not matter.
Public institutions must remember that taxpayers fund them and exist to serve the people. Professional communication is one of the basic standards of good governance. Even if an institution cannot immediately solve a problem or provide the answers to the request, acknowledging receipt of an email and providing updates demonstrates seriousness and respect.
Furthermore, poor communication damages our institutions’ international image. In an era where countries compete for investment, partnerships, tourism, and international cooperation, efficiency and responsiveness matter greatly. A country cannot claim to embrace digital transformation while its institutions fail to answer simple emails.
This issue also affects young people and students who often depend on timely communication for their work and official procedures. Delayed responses can lead to missed opportunities that may never return.
The solution is not complicated. Institutions should assign dedicated communication officers, regularly monitor official email addresses, establish response timelines, and train staff on professional communication etiquette. Technology has made communication easier than ever before; therefore, there is little excuse for complete silence.
A responsive institution is a responsible institution. The culture of ignoring emails must end. Public service should not only exist in offices and speeches but also in the everyday interactions that citizens have with their institutions.
If The Gambia truly aims to build transparent, efficient, and modern institutions, then responding to people’s emails is a good place to start.
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