Jim, Sorry for the delayed response but I just got back from my vacation today. I have researched the issue and you are correct that we did not respond with an email acknowledgment to some of the messages concerning the new Web site under the category of "Website Support." I am sorry if this caused you any inconvenience or problems. Our policy is to answer all of our email on a timely basis. For your information, messages received via the contact form are automatically routed to the appropriate staff person. Messages received under all other categories have been answered promptly to the best of my knowledge. A message does appear on the Web site acknowledging the email so that the member knows that it was submitted properly and received. While it is no excuse, the message backlog was due to the very high number of questions we initially received about Web site content and operations.. Initially, many of the issues that were brought to our attention have already been corrected. Many of the messages are opinions and do not require an elaborate response or specific action. To assure that this does not happen again, I am taking and have take the following actions: 1. I spoke with the individual staff members involved and they will be following up on all Web contact form messages even, if it is just a simple "thank you for your comments" message. 2. We will build in an automatic email response mechanism for Web site messages that will be sent when a message is received and not just rely on the Web acknowledgment. I am not sure how long this will take, but I will put it in the works. 3. As noted above , many of the issues that were sent in originally have been corrected, reducing the current message level to a more manageable number. Thanks again for bringing this to my attention. 73, Harold Harold Kramer Chief Operating Officer ARRL -the national association for Amateur Radio 225 Main Street Newington, CT 06111 (860 594 -0220 From: Jim Weaver K8JE [mailto:K8JE@ARRL.org] Sent: Friday, August 06, 2010 1:29 AM To: arrl-odv Subject: [arrl-odv:19252] Customer (Member) relations In reviewing the 2009 strategic Plan the Board developed, I noted we selected the following Value Disciplines to achieve. Although our self-selected task was to achieve only one of the following four items, I suggest that item No 1 (my numbering would likely be an inherent result of accomplishing either of the items I've numbered 2-4 while practicing good "customer relations." with our members, the customers. The entry in the Strategic Plan is largely on p. 7 and reads: ARRL can have a reputation and image for providing excellence in one of the following four identities of excellence: 1. Membership focus and attention (I feel like I am their only member). 2. Strong representation and advocacy for Amateur Radio (the voice of Amateur Radio). 3. Leading edge products, programs and services. 4. Operational effectiveness and efficiency. I suggest that especially in the case of the new web site, we have often lost sight of the need to practice good customer relations in dealing with either the issues members have politely or sometimes impolitely brought to the attention of staff. The problem a few GLD members have reported to me is that upon reporting issues in the proper manner to HQ (including often using the "having trouble or problems" form) they receive no acknowledgment of their their report. Although I suspect this is not always true, I also know some of the persons who have made these statements (of no acknowledgment) to me and accept they are being truthful. To me, it is difficult to understand why sending a quick response to a member who is trying to be helpful is so difficult. The acknowledgement does not need to be extensive and could be canned such as "I received your report and have passed it to the person in charge of the area. Thanks for your help.." Without a response, a message is still sent back to the member. Unfortunately, the implied message back is that ARRL doesn't giver a hoot if he is a member. Far from believing he/she is a valued member I suspect the belief is that it is only his dues money (and maybe donation money) that counts. The message he construes can also be likely to be that ARRL would be most happy if the member had not bugged it and had let it alone. This certainly not a message that says the member is about as far as one can get from our objective of giving members the believe they are the "only" member. I don't know about other directors, but my policy is to acknowledge every message I receive up to the moment at which any string may become rude. Is there a reason HQ staff should not have the same policy? . I would like to learn how others feel about this? 73, 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