April 2010 - arrl-odv - reflector.arrl.org

[arrl-odv:18931] Searching on ARRL website
by Brian Mileshosky 27 Apr '10

27 Apr '10

Harold et al -- A number of weeks ago I had raised questions about searching on the ARRL website. Being proud of all the information on the website is one thing, but being able to search it effectively seals the deal. The response received from Fathom was that after a few weeks the search engine will have crawled and indexed the site, and searching will improve. They also mentioned that text will appear in the search results rather than just page titles (which may have nothing to do with what I'm searching for). They also made some comments on the advanced search capabilities Google does so well. It's been more than a few weeks, and I find even our basic searching to be worst than the old website. Specifically: -- Search any term and there's no consistent semblance of information. Just page titles, many times having nothing to do with the search term itself. A search on "repeater coordination" brought back the following results (page titles): 60 Meter FAQ, AM Phone Operating and Activities, Amateur Auxillary, Amateur Radio on the International Space Station, etc. None having to do with my search term. A search on "Field Day" brought back the following results: Yesterday Once More, RF Radiation and Electomagnetic Field Safety, Rquirements for Field Instructors, etc. Again, none having to do with my search. I can't believe that zero pages pertaining to Field Day and repeater coordination have been indexed by now. -- Search results come back with a page title and a "Learn More" link below. Results should also show a snippet of information from within the page that was returned showing how the search term was used, such as how Google returns its search results. This allows users to pass up pages that obviously don't contain the term or phrase context they are looking for. -- There's no clear indication that search results come back sorted in any fashion, such as relevance, or date. The results largely seem to be displayed randomly. -- What's up with the "Learn More" link? I asked this in my first email, and it appears to be nothing more than a redundant link to the specific search result. Either feature it or lose it. -- Searching "Duke City" and selecting the Hamfest category yields nothing, even though there is a Duke City Hamfest on record happening in my city this August. -- Searching "Field Day" and selecting the Contests category yeidls nothing about Field Day. It's my understanding that Google is being used for our internal searching, just as it was on the old website. I'm hoping that the poor results, lack of text snippets, etc is due to bad configuration somewhere and that Fathom indeed put the hooks into the site to allow Google to properly index and display results effectively like so many other organization websites. From what I see work still needs to be done...and if I see it, you can bet that this is something on the minds of our members who paid not only for appealing presentation of information, but an effective way to search information within it. And if Google isn't used for our search engine, I'd advocate that it becomes it once again. There's a reason why Google has become synonymous with searching information effectively. Can someone please comment on these issues, what's being done to resolve them, and in what timeframe? I hope Jon Bloom doesn't get dumped on with this, as I'm sure he's beyond spread thin with other web-related things. Since Fathom responded to my initial inquiry about searching and those solutions are still outstanding, I hope that they will be expected to follow through or otherwise make things right in this regard -- using their own resources, rather than their customer's. 73, Brian N5ZGT ARRL Director, Rocky Mountain Division On the web at www.RockyMountainDivision.org

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[arrl-odv:18930] Re: Web Status Update
by Frank Fallon 25 Apr '10

25 Apr '10

Brian and Harold, Until just a few minutes ago (Sunday evening) I had not been able to find ODV or to get it to work. I do not see it displayed o any of my menus and have to do a search for it. Last Friday I finally found it when I did a search but none of the buttons appeared to work. Well now they do, but S L O W L Y....... very slowly. Friday I wanted to send my April newsletter to member and a send a message to Katie asking if the feature had yet be enabled. I see now it is. 73 de Frank....N2FF....... Brian Mileshosky wrote: > Harold -- > > Sorry to spam everyone; just letting it be known what I found in case > someone else already mentioned it. > > I think there's still an issue with the Field Appointees database. I > recently looked up how many Field Appointees we have for my Rocky > Mountain Division survey presentation. In 2007 (last time the survey > was held) ODV reported we had 312 field appointees. In looking up the > numbers this weekend, ODV is reporting 363 in Colorado, 217 in New > mexico, 141 in Utah, and 98 in Wyoming. I wish my Division had 819 > volunteers serving in the Field, but I think there's reason to suspect > the data (either today's data, or the data back in 2007). Something > to look at (and I'll need an accurate count per Section for my > presentation, please). > > On another note, I am finding that ODV is very slow to access. It > takes about 20 seconds for ODV to appear once I click on the link to > access it. It takes about the same amount of time to access the > membership database from ODV's homepage. About the same to access the > membership stats page from the ODV homepage. Navigating around ODV, > for some reason, is pretty time consuming compared to the rest of the > site. > > 73, > Brian N5ZGT > > On Wed, 21 Apr 2010, Kramer, Harold, WJ1B wrote: > >> Even though many of you have all been looking at it for two or three >> months and staff members longer than that, the new Web site has now been >> live to the world for 8 days. We have been working diligently to >> correct problems that occur whenever a Web site of this complexity and >> size is launched. Most of these issues involve correcting the data >> imports from the old site to the new site. Content updates and >> corrections are happening as we find them through our new content >> management system that allows us to make these changes easily on most >> pages. >> >> >> >> The biggest concerns have been with data and functionality >> particularly with the Field Organization, Education and Clubs. We have >> prioritized these items and we are working on the most needed and >> requested first. We have made progress in each of these areas although, >> it has not been as rapid as we would all like. Some items, because of >> their complexity and, because of the available number of resources that >> we can put to the task, may take a few more weeks to bring on-line, so >> thanks in advance for your patience and keep any eye out for updates. >> >> >> >> If you are a Board Member or SM and still have permission, data or >> editing problems, please let us know. URLs and screen captures are >> helpful to let us pinpoint the problem. Send this information to me and >> Katie Glass, KGlass(a)arrl.org Thanks for all of your feedback and >> comments to this point. >> >

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[arrl-odv:18929] Re: Web Status Update
by Brian Mileshosky 25 Apr '10

25 Apr '10

Harold -- Sorry to spam everyone; just letting it be known what I found in case someone else already mentioned it. I think there's still an issue with the Field Appointees database. I recently looked up how many Field Appointees we have for my Rocky Mountain Division survey presentation. In 2007 (last time the survey was held) ODV reported we had 312 field appointees. In looking up the numbers this weekend, ODV is reporting 363 in Colorado, 217 in New mexico, 141 in Utah, and 98 in Wyoming. I wish my Division had 819 volunteers serving in the Field, but I think there's reason to suspect the data (either today's data, or the data back in 2007). Something to look at (and I'll need an accurate count per Section for my presentation, please). On another note, I am finding that ODV is very slow to access. It takes about 20 seconds for ODV to appear once I click on the link to access it. It takes about the same amount of time to access the membership database from ODV's homepage. About the same to access the membership stats page from the ODV homepage. Navigating around ODV, for some reason, is pretty time consuming compared to the rest of the site. 73, Brian N5ZGT On Wed, 21 Apr 2010, Kramer, Harold, WJ1B wrote: > Even though many of you have all been looking at it for two or three > months and staff members longer than that, the new Web site has now been > live to the world for 8 days. We have been working diligently to > correct problems that occur whenever a Web site of this complexity and > size is launched. Most of these issues involve correcting the data > imports from the old site to the new site. Content updates and > corrections are happening as we find them through our new content > management system that allows us to make these changes easily on most > pages. > > > > The biggest concerns have been with data and functionality > particularly with the Field Organization, Education and Clubs. We have > prioritized these items and we are working on the most needed and > requested first. We have made progress in each of these areas although, > it has not been as rapid as we would all like. Some items, because of > their complexity and, because of the available number of resources that > we can put to the task, may take a few more weeks to bring on-line, so > thanks in advance for your patience and keep any eye out for updates. > > > > If you are a Board Member or SM and still have permission, data or > editing problems, please let us know. URLs and screen captures are > helpful to let us pinpoint the problem. Send this information to me and > Katie Glass, KGlass(a)arrl.org Thanks for all of your feedback and > comments to this point. > > > > Here is the current status of the Website upgrades and > fixes: > > > > Here are the priority items that we expect to complete within a week: > > 1. ODV Search Function is now operational partial search now works > with further upgrades to follow > > 2. Adding user's Section name and "Section News" link on member > homepage > > 3. We are extending the auto-login time so users do not have to > sign in as often. This is a complicated compromise between refresh > rate, security and ease of use. > > 4. We are reviewing, correcting and revising the Club data and > forms > > 5. We are also internally reviewing all SM and Field Appointee > data. Again, if something is still not correct, please let us know. We > need the URL and any other information that you can send us. Any other > functionality or data error issues with ODV or SM pages, please let us > know and be as specific as possible. > > 6. We are also in the process of fixing problems in the membership > data including correcting international addresses, changing addresses > on-line (we did not have this previously either), bugs in the profile > and some Suffix/Prefix issues. > > In Progress: > > * The search function will continue to improve as Google > continues to search and index the site. > > * We are modifying the Instructor Registration page to include > some additional fields and information > > * We are modifying the Licensing Instructor page to include some > additional fields and information > > * An expanded "alert" function is programmed into the Web site > but we need some additional discussion about who and how it is used > before it is fully activated > > * We are adding the PO Box Line of FCC Address in FCC Search > [This is a peculiarity in the FCC Database] > > * We are eliminating the extraneous "16" from the FRN in > callsign search > > * The problem where all VE sessions are being listed as "No > Walk-ins is being fixed > > * Time should display 24 Hour time in Special Events and other > forms > > * Various fixes to Field Day Locator > > * Congressional Representative search is being added > > * Automated discount shipping of promotional materials for ODV > and SMs has not been implemented yet in the e-store.[In the meantime, > just contact Gail Iannone Diane Petrilli or Amy Hurtado directly if you > need materials. ] > > * Membership Certificate Maker not implemented yet > > * SM Certificate maker not implemented yet > > * CCE (On-line courses) new registration system under > construction > > > > ------------------------------------------------------------------------ > ------------------------------------- > > In summary, > > A note from Brent Robertson President of Fathom: > > > > We knew it wouldn't be easy, quick or seamless, but the creation of the > new site of ARRL represents much more than just a new website. It > represents the future face of ARRL and a pathway to perpetuate and grow > this incredible organization and to energize its membership. We also > understand that this site represents significant change in how the > organization functions. The complexities of what happens behind the > scenes within the organization and within this site's technology is hard > to describe, but necessary to offer the membership and ARRL a platform > for future growth. Our team is working tenaciously to address the issues > of the new site and are committed to seeing this project through as it > represents not only the passion dedication and hard work of ARRL, but of > our company as well. I appreciate everyone's feedback and look forward > to meeting as many of you as I can in Dayton in May. 73 Brent, KB1PYY > > ------------------------------------------------------------------------ > ---------------------------------------------- > > > > A separate copy of this message is being mailed to the SM List. I am > heading out tomorrow (Thursday) to the Idaho State Convention and I will > return Tuesday. I may or may not be able to check my email depending on > connectivity, but I will get back to you as quickly as I can. Katie > Glass can handle most Web related issues while I am gone. > > > > 73, > > > > Harold > > > > > > Harold Kramer, WJ1B > > Chief Operating Officer > > > > ARRL - The national association for Amateur Radio(tm) > > 225 Main Street > > Newington, CT 06111 > > Telephone: 860 594 0220 > > email: hkramer(a)arrl.org <mailto:hkramer@arrl.org> > > web: www.arrl.org/ <http://www.arrl.org/> > > > > > > > > > > Harold Kramer, WJ1B > > Chief Operating Officer > > > > ARRL - The national association for Amateur Radio(tm) > > 225 Main Street > > Newington, CT 06111 > > Telephone: 860 594 0220 > > email: hkramer(a)arrl.org <mailto:hkramer@arrl.org> > > web: www.arrl.org/ <http://www.arrl.org/> > > > > ARRL Director, Rocky Mountain Division On the web at www.RockyMountainDivision.org

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RE: [arrl-odv:18927] RE: [arrl-odv:18925] ODV Member Search
by Jim Weaver K8JE 22 Apr '10

22 Apr '10

Tnx, Dave and Harold, I guess I missed the earlier comment about this. Enjoy still-frosty Idaho, Harold. Jim Jim Weaver, K8JE 5065 Bethany Rd. Mason, OH 45040 - Tel. 513-459-1661 _____ From: Kramer, Harold, WJ1B [mailto:wj1b@arrl.org] Sent: Thursday, April 22, 2010 10:48 AM To: arrl-odv Subject: [arrl-odv:18927] RE: [arrl-odv:18925] ODV Member Search Jim, I don' believe that the response that I sent you eariler went to ODV, so let me re-send. That email sign-up indication feature is on the to-do list. It was not included in the first version of the form since Fathom did not have time to do it and we wanted the form on the Web as quickly as possible. It will be there sometime in the next week or so depending on other prioirities. 73, Harold Harold Kramer, WJ1B Chief Operating Officer ARRL - The National Association for Amateur Radio 225 Main Street Newington , CT 06111 860 594 0220 www.arrl.org _____ From: Jim Weaver K8JE [mailto:K8JE@ARRL.org] Sent: Thu 4/22/2010 4:16 PM To: arrl-odv Subject: [arrl-odv:18925] ODV Member Search Was it a conscious decision to delete "Member is -- or is not -- signed up to receive SM/Director e-mail" (whatever the wording was) from the new member search information or is this information yet to be added? Or am I missing something? I found it nearly as useful in addressing correspondence from members as it is to know if the writer/caller is a member. Jim Jim Weaver, K8JE, Director ARRL Great Lakes Division 5065 Bethany Rd. Mason, OH 45040; Tel. 513-459-1661 ARRL, The national organization for AMATEUR RADIO No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.814 / Virus Database: 271.1.1/2828 - Release Date: 04/21/10 23:31:00

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[arrl-odv:18925] ODV Member Search
by Jim Weaver K8JE 22 Apr '10

22 Apr '10

Was it a conscious decision to delete "Member is -- or is not -- signed up to receive SM/Director e-mail" (whatever the wording was) from the new member search information or is this information yet to be added? Or am I missing something? I found it nearly as useful in addressing correspondence from members as it is to know if the writer/caller is a member. Jim Jim Weaver, K8JE, Director ARRL Great Lakes Division 5065 Bethany Rd. Mason, OH 45040; Tel. 513-459-1661 ARRL, The national organization for AMATEUR RADIO

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[arrl-odv:18927] RE: [arrl-odv:18925] ODV Member Search
by Kramer, Harold, WJ1B 22 Apr '10

22 Apr '10

Jim, I don' believe that the response that I sent you eariler went to ODV, so let me re-send. That email sign-up indication feature is on the to-do list. It was not included in the first version of the form since Fathom did not have time to do it and we wanted the form on the Web as quickly as possible. It will be there sometime in the next week or so depending on other prioirities. 73, Harold Harold Kramer, WJ1B Chief Operating Officer ARRL - The National Association for Amateur Radio 225 Main Street Newington , CT 06111 860 594 0220 www.arrl.org ________________________________ From: Jim Weaver K8JE [mailto:K8JE@ARRL.org] Sent: Thu 4/22/2010 4:16 PM To: arrl-odv Subject: [arrl-odv:18925] ODV Member Search Was it a conscious decision to delete "Member is -- or is not -- signed up to receive SM/Director e-mail" (whatever the wording was) from the new member search information or is this information yet to be added? Or am I missing something? I found it nearly as useful in addressing correspondence from members as it is to know if the writer/caller is a member. Jim Jim Weaver, K8JE, Director ARRL Great Lakes Division 5065 Bethany Rd. Mason, OH 45040; Tel. 513-459-1661 ARRL, The national organization for AMATEUR RADIO

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[arrl-odv:18926] RE: [arrl-odv:18925] ODV Member Search
by Sumner, Dave, K1ZZ 22 Apr '10

22 Apr '10

Jim, Marty posed this question yesterday morning. I don't know the current status and Harold is on his way to the Idaho State Convention, but I believe he was looking into it yesterday before he left. Dave From: Jim Weaver K8JE [mailto:K8JE@ARRL.org] Sent: Thursday, April 22, 2010 4:16 PM To: arrl-odv Subject: [arrl-odv:18925] ODV Member Search Was it a conscious decision to delete "Member is -- or is not -- signed up to receive SM/Director e-mail" (whatever the wording was) from the new member search information or is this information yet to be added? Or am I missing something? I found it nearly as useful in addressing correspondence from members as it is to know if the writer/caller is a member. Jim Jim Weaver, K8JE, Director ARRL Great Lakes Division 5065 Bethany Rd. Mason, OH 45040; Tel. 513-459-1661 ARRL, The national organization for AMATEUR RADIO

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[arrl-odv:18924] FW: Yahoo! News Story - McAfee antivirus program goes berserk, freezes PCs - Yahoo! News
by Sumner, Dave, K1ZZ 22 Apr '10

22 Apr '10

On top of everything else, our IT guys were dealing with this yesterday. We live in what the Chinese curse refers to as "interesting times." Dave McAfee antivirus program goes berserk, freezes PCs - Yahoo! News http://news.yahoo.com/s/ap/20100421/ap_on_hi_te/us_tec_mcafee_antivirus_ flaw

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[arrl-odv:18923] IN-News
by Kustosik, Lisa, KA1UFZ 22 Apr '10

22 Apr '10

<<042110.doc>> IN-Newsletter <<Microsoft Word Picture>> Vol. 33, No. 16 April 21, 2010 -- Covers the period April 11-17. Upcoming Meetings and Events Programs & Services Committee: May 1, 2010 @ 8:30am - ARRL HQ Administration &Finance Committee: May 5, 2010 @ 8:30am - ARRL HQ Regulatory Information Reported by Dan Henderson, N1ND Most of the week was spent handling issues related to the launch of the new ARRL website. Several items related to the Grassroots/Legislative Action area were revamped, including bringing sample letters to the new site. We have noted that the application for displaying the members of Congress and Senate is not currently on the site and this will be remedied as soon as possible. We also found that the Field Day site locator was not imported to the new site. This has been corrected and will be fine-tuned by IT staff as time permits. During the week several legal related questions were received and handled in conjunction with ARRL General Counsel. We received approximately 30 letters from John Chwat's office that needed additional member information added (addresses). These were fixed and sent back to Chwat for distribution. A question was raised about FCC certificates for several imported radios. These were investigated and addressed. Reciprocal operating questions were answered about operating in Europe, China, and Indonesia. We also added information to enhance the upcoming Field Day safety article for QST and agreed to participate in a webinar sponsored by the Atlantic Division related to what makes a successful Field Day. Finally, we participated in a teleconference call one evening with the Narrowband Study Committee, and have started work writing one area of that group's draft report. Media & Public Relations Reported by Allen Pitts, W1AGP Amateur Radio's ability to pass information from the "eye of the storm" was the topic presented to the Radio and Television Digital News Association (RTDNA) in Las Vegas last week. A conversation between Allen Pitts, W1AGP of the ARRL, and Mark Kraham, W8CMK and Chairman of the RTDNA for their 2010 convention, led to the opportunity to hold a forum at the prestigious gathering of news people from around the country. Aiding in producing the forum was another ham, Ed Tobias, KR3E of the Associated Press, who guided the planning and presentation. The forum shared information about what is ham radio, how we are useful in an emergency, where to find the hams in a crisis and how Amateur Radio can, and cannot, be used in news gathering activities by reporters, meteorologists and others. Aiding Pitts in this presentation were Terry Jones, W4TL, National Communications Coordinator for Southern Baptist Disaster Relief; Tom Johnstone, Warning Coordination Meteorologist for the National Weather Service/Skywarn; and Jonathan Aiken, Media Relations Director for the American Red Cross. April 22 is the evening for the PR Committee's Webinar on promoting Amateur Radio clubs and activities with Field Day. Join the free 90 minute webinar on April 22nd beginning at 9:00 PM EDT https://www1.gotomeeting.com/register/932645064 Development Reported by Mary Hobart, K1MMH Development revenues currently total $344,648, including more than $115,000 from the Gendle estate. This total puts Development revenues at 35% of the annual target. The campaign to build the W1AW Endowment has reached $38,730 from 617 donors, or 59.5% of the goal of $65,000. The Diamond Club continues to attract solid results. Gross revenues have reached $104, 709 from 744 gifts. The Spectrum Defense Fund has reached $30,291 from 272 donors. A new campaign is in preparation for launch this spring. Funding for the Teachers' Institutes totals $42, 540. In addition the Dayton Amateur Radio Association has pledged $25,000. Plans are nearly complete for the annual Donors Reception at Meadowbrook Country Club on Thursday, May 13. Production/Editorial Reported by Joel Kleinman, N1BKE The June 2010 issue of QST was released to the printer April 20. Khrystyne Keane wrote and distributed The ARRL Letter for April 15, 2010. Membership & Volunteer Programs Reported by Dave Patton, NN1N W1AW Joe worked the early afternoon/night shifts on Wednesday through Friday for the vacationing Scott Gee. He also began processing W1AW/KL7 QSL bureau cards. He spent some time preparing the satellite station (Kenwood TS-2000X) to work KP4AO QRV from the Arecibo Observatory in Puerto Rico. Station KP4AO was active making EME contacts using the giant radio telescope (http://www.arrl.org/news/moonbounce-for-everyone-courtesy-of-the-arecib o-radio-telescope). Contact was not made with KP4AO, although the station was heard. Joe updated the Qualifying Run web page (on the new web system) and also spent some time wrestling with the "Web Code Practice Files" page. Sincerely Compiled by, Lisa Kustosik, KA1UFZ Assistant to the CEO Staff Absentee List All Staff 5/31 Holiday Joe Carcia 5/28 Vacation `` 7/2-7/9 Vacation `` 7/16 Vacation `` 7/23 Vacation `` 7/30 Vacation Jackie Cornell 5/12-5/16 Dayton Hamvention, Dayton, OH Steve Ewald 4/19-4/23 Vacation `` 5/13-5/16 Dayton Hamvention, Dayton, OH Steve Ford 4/22-4/23 Vacation Norm Fusaro 5/13-5/16 Dayton Hamvention, Dayton, OH Scott Gee 5/13-5/14 Vacation Katie Glass 5/13-5/16 Dayton Hamvention, Dayton, OH Mike Gruber 4/30 Vacation `` 6/1-6/4 Vacation Joel Hallas 5/13-5/16 Dayton Hamvention, Dayton, OH Ed Hare 4/19-4/22 ANSI asc C63 EMC Comm. meeting, Piscataway, NJ Dan Henderson 4/30-5/5 SC Section Convention, Spartanburg, SC/Vacation `` 6/22-7/5 Friedrichshafen/Vacation Mary Hobart 5/12-5/16 Dayton Hamvention, Dayton OH `` 6/11-6/13 HamCom, Dallas, TX Amy Hurtado 5/12-5/16 Dayton Hamvention, Dayton, OH Bob Inderbitzen 4/19-4/23 Vacation `` 5/12-5/16 Dayton Hamvention, Dayton, OH Debra Johnson 4/23-4/26 Arkansas Section Convention, Rogers, AR Khrystyne Keane 5/13-5/16 Contest University/Dayton Hamvention, Dayton, OH Joel Kleinman 4/27-4/29 Vacation `` 5/4 Vacation Linda Kleinschmidt 4/22-4/23 Vacation Harold Kramer 4/23-4/25 Idaho State Convention, Boise, ID Sean Kutzko 5/12-5/16 Dayton Hamvention, Dayton, OH Rose-Anne Lawrence 4/23 Vacation Amy Leary 5/13-5/16 Dayton Hamvention, Dayton, OH `` 5/17 Vacation Maryann Macdonald 5/12-5/16 Dayton Hamvention, Dayton, OH Bill Moore 5/13-5/16 Dayton Hamvention, Dayton, OH Diane Petrilli 5/13-5/16 Dayton Hamvention, Dayton, OH Kim Piatek 5/12-5/16 Dayton Hamvention, Dayton, OH Allen Pitts 5/13-5/16 Dayton Hamvention, Dayton, OH Brennan Price 4/30 Vacation `` 5/8-5/21 ITU-R Working Party 5A&5B, Geneva Chuck Skolaut 4/23-4/25 Louisiana Section Convention, Monroe, LA Dave Sumner 4/23 Vacation `` 4/30-5/3 Emcomm West, Reno, NV `` 5/13-5/16 Dayton Hamvention, Dayton, OH `` 6/23-6/28 Friedrichshafen, Germany `` 6/29-7/13 Vacation

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[arrl-odv:18922] Re:RE: RE: Packing of shipments, WAS: Fwd: [CQ-Contest] Broken ARRL clean sweep mug
by Sumner, Dave, K1ZZ 22 Apr '10

22 Apr '10

Grant, you have captured and expressed the philosophy of excellence very eloquently. Member and prospective member attitudes about the ARRL are influenced by every encounter they have with a product or service as well as by every contact they have with the organization's representatives, either staff or volunteer. Small things do matter. A typical amateur has many interactions with the ARRL, and it takes a lot of positives to erase the impression created by even a small negative. It's far better to avoid the negative in the first place. I would only quibble with the measure of success being to get to 100%. Even Six Sigma is just 99.99966%. Sticking to the Clean Sweep mug example, I wouldn't attempt to defend 97% as being good enough when it comes to getting mugs safely delivered to the folks who worked hard to find and work all 80 sections in a single weekend. Even among the 97% there are probably some folks who opened the box and concluded from the way the mug was packed that we had been careless and it was just lucky that the mug made it to them in one piece. In the future we have to make sure that the vendor packs them better (not my area of expertise, but I imagine that it's cheaper for them to do it than for us to open every box and do it here). But no matter what we do, at some point there will be a broken mug delivered to someone. As important as it is to keep those incidents to a minimum, it is also important how we handle the exceptions. Prompt, caring response can make the negative impression temporary and replace it with a positive. But as I say, that's just a quibble. There's no quibbling with your basic point, which is that small things do matter -- and you've stated it beautifully. 73, Dave K1ZZ -----Original Message----- From: Grant Hopper [mailto:ghopper@eskimo.com] Sent: Thursday, April 22, 2010 3:56 AM To: arrl-odv Subject: [arrl-odv:18918] Re:RE: Packing of shipments, WAS: Fwd: [CQ-Contest] Broken ARRL clean sweep mug I've been thinking a bit about this issue of packing and member expectations, especially in light of discussions with a new client about risk management and managing customer expectations in their business (to increase the customer's level of satisfaction and to reduce complaints, etc.) I'll start by saying that Amateur Radio is an industry and the ARRL is a business. We may not have a profit motive, but we deliver goods and services. We have some competition in certain arenas, but for (in my opinion) our core business: that of preserving and growing amateur radio, we are the clear leader (and I believe that is possibly our most important mission.) But our customers don't see us as THAT leader. They see us as the preferred (hopefully) source for their needs (what ever they may be.) Their faith in our ability to do "other stuff that's also important" but isn't the most important thing to them at that moment is going to be determined more by how well we do the job(s) that are coming to us to take care of at that moment. And that's justified. All that small stuff supports the big goal. It does so directly and indirectly. License books, equipment reviews, field day pins, the web site (and a nice one it is!) and lots of services all go to provide amateurs the things they need to 'go ham it up'. It provides income. It also provides some of the motivation to donate when we do a good job and donors believe that since we do this well, we can be expected to responsibly use the funds they donate. This is a pretty long winded way of getting to my point. My point is that the packaging job that gets done at HQ, from my own experiences, is pretty hit and miss. We have to do better. We have to get to 100%. Over the last 15 years of ordering from the League, I've seen a lot of variability in the quality of packaging. Something approaching half of the packages I have received, have come with what I consider inadequate packaging (and I used to have a company that received and shipped a lot of product so I have some idea of what I'm evaluating.) I have several books that show signs of the trauma that they suffered from inadequate packaging around them, and other stuff that came through fine (despite poor packing.) I've also seen some good, thoughtful packing too. I still remember the priority mail packages I received (full of Tech License books) that had been torn open. The books had a gouge on the spine that made them look like heck. The students all joked about the books for the whole weekend of the class. I'm not going to second guess the use of priority mail versus media mail, (but I do appreciate the shipment via priority mail when I'm ordering close to class time) but with some of those boxes being so bad you'd think they were made out of Chinese cardboard, I'd really have expected to see more protection, even a little bubble wrap to prevent shifting. Sure, we could blame USPS but I've received well packed packages that got rough handling by USPS (or even the original package destroyers: UPS) and the contents came through just fine. Often it's just taking the time to make sure the contents can't shift and the package is properly sized for the contents (and weight.) We can do a good job, because I've seen it done, but it isn't routine (yet.) The last shipment was MUCH better, but I can't yet believe that there is an across the board change when I hear that something obviously fragile was sent like you all have reported. We need to pay attention to these sorts of details because our customers do. It might only be nine broken mugs out of dozens to the ARRL, but to the recipient it was 100% of their order that was broken. Things like that tend to stick in a person's mind and those things go a long way toward shaping attitudes and opinions. Taking care of the little details is how we can send a message to at least some of our members that we are competent and we care. That's how we start changing some of those bad attitudes. 73, Grant -----Original Message----- From: Dwayne Allen [mailto:dwayne@wy7fd.com] Sent: Monday, April 12, 2010 12:16 AM To: arrl-odv Subject: RE: [arrl-odv:18843] Re: Fwd: [CQ-Contest] Broken ARRL clean sweep mug We (WY7SS) got ten (five for each contest mode) and NONE were broken. WY7FD -----Original Message----- From: jfenster(a)pacifier.com [mailto:jfenster@pacifier.com] Sent: Sunday, April 11, 2010 20:29 To: arrl-odv Subject: [arrl-odv:18843] Re: Fwd: [CQ-Contest] Broken ARRL clean sweep mug My mug came through in one piece. But, last year's was broken. The packaging is rather suspect. 73 Jim K9JF > See the message to the CQ-Contest reflector below. > > I also got a rattling package containing two Sweepstakes mugs myself. > Opened > one up and the handle was in a number of pieces. The other one rattles > like > there are also many parts inside. Was planning on bringing them back to > Newington in May. > > Therefore assume that essentially everybody receiving a Sweepstakes mug > this > year also received one of these glue-it-yourself mug kits. > > I look at the packaging with disbelief. How could anybody expect something > that fragile to not break during shipment? The outside of the package was > in > perfect shape. > > ... and I used to complain that they sent me first-class copies of QEX and > NCJ in two separate envelopes postmarked the same day instead of putting > them in a single envelope. > > Expectations diminishing with time. > > 73, > > Dick Norton, N6AA > > > ---------- Forwarded message ---------- > From: Ryan Jairam <rjairam(a)gmail.com> > Date: Sun, Apr 11, 2010 at 3:07 PM > Subject: [CQ-Contest] Broken ARRL clean sweep mug > To: CQ-Contest Reflector <cq-contest(a)contesting.com> > > > My XYL (KC2OYY) scored a clean sweep in the November phone sweepstakes > contest. Since this was her first she wanted the clean sweep mug so we > ordered one. Lo and behold this week we found on our porch a box > delivered via Fedex. When we picked it up, it sounded like a bunch of > nuts and bolts inside. > > Opened it and it was the clean sweep mug, shattered into about 10 pieces. > > But what is remarkable is that the mug was not packed with any sort of > padding at all, not even brown paper. It was just thrown in a box, > label slapped on and sent off on its way. > > She's going to call ARRL on Monday but I find it really disappointing > that no one found it appropriate to pack such a fragile item with > care. > > I hope everyone else got their mugs in one piece. > > 73 > > Ryan, N2RJ > _______________________________________________ > CQ-Contest mailing list > CQ-Contest(a)contesting.com > http://lists.contesting.com/mailman/listinfo/cq-contest >

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