Usability Views Article Details  home | timeline | recent | popular | e-reports | userati | books | about  The High Price of Not Listening (28 Oct 2004) Train human readers in Customer Service how to differentiate between suggestions and requests for help and how to respond appropriately. I often write to suggest corrections to obvious design errors. I'll explain that I eventually found a path, but that they might want to correct the problem for the next guy. I'll receive in return a detailed explanation of how to step around the problem, with no indication that the design error was seen as a concern, nor that my suggestion would be sent on. This feedback problem does not usually seem to arise from use of "form letters." In most of these cases, the content and tenor of the letter proved it was custom-written just for me. The non-responsive responses were careful and complete, just lacking anything to do with what I had originally written. Article URL: http://www.asktog.com/columns/068priceOfNotListening.html Read 72 more articles from Bruce 'Tog' Tognazzini sorted by date, popularity, or title. Next Article: UPA Audience goes straight for the Learning Point - how to work with Project Management Techniques     This site is a labour of love built by Chris McEvoy