Subject:
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Re: Reply 4: A simple case of communication courtesy
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Newsgroups:
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lugnet.color, lugnet.lego
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Date:
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Mon, 14 Mar 2005 18:17:31 GMT
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Viewed:
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6670 times
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In lugnet.color, Christian Treczoks wrote:
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One short note beforehand: If you consider this reply mindless
criticising, tell me so. But it is intended to hint at something you
might not have noticed and thefor be unaware of.
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Actually, I think that this note, as well as all of your other multi-part
replies are wonderful examples of how to best have a useful conversation. I’m
happy to participate in these as long as the discussion goes on. It’s the ones
where I/we are being called fools that turn me off from responding, and often
reading.
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One common mistake there is that you and your team members regularly
fail to reply to a direct communication. This is something that should
not happen. Communication 101 says that you should at least acknowledge
receipt of information. Even better would be reply telling what you are
going to do with this information, and even better would be an
information on when a reaction is to be expected.
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Fair enough.
I’m doing my best to reply and acknowledge everything I read and receive. (As is
Jan) The trouble comes from the sheer volume of communication and the small
number of people involved. Kate (when she was working on community) and Jan are
both responsible for other non-community related tasks on top of their community
support roles. I’m the only person that is working full-time with adult fans at
the moment, and even that is new within the last 2+ years. (Trust me, I’d LOVE
to have this change... and hopefully after this year when, fingers crossed, our
budget numbers improve, I’ll be able to add some help)
I think I’ve mentioned this before, but I was recently looking at my records and
it looks like I’ve received about 15,000 emails from fans alone in the 4.5 years
I’ve been with the company (I have a very strict policy of responding to ALL fan
emails I receive, when appropriate, so you can imagine I’ve sent nearly that
many as well) I’ve read thousands of forum posts, responded to many (I was in
the top 100 posters on LUGNET last year, if I recall). I check-in with at least
10-15 LEGO related sites each morning, and throughout the day. (Webmasters, if
you love me, you’ll add RSS feeds!)
Add to that IM conversations and phone calls, and you can imagine that replying
to every single thing that comes my way, as well as keeping up with doing new
projects is... tricky. Then Christian also wants Jan and me to keep up with
every project that we have going on in the company... ouch! :)
And in all seriousness, you’re absolutely right - I should be striving to
increase my acknowledgment rate. My goal, however unrealistic, is to be able to
respond to every request/post with not only an initial acknowledgment, but a
future answer.
That said, you mentioned before that relationship are “bi-directional”, and I
totally agree. We’re in this together, as partners and friends. If I miss
something, please ping me and ask me about it. We have to work together, with
trust, understanding, and mutual respect, in order to make this relationship
work out in the long run.
Anyway, I’m about 15 minutes late leaving for the airport (trip to Billund). I
will read (but may not reply to all) of your discussion points in this thread.
Thanks again for your well-reasoned posts. As you discovered in person, I’ve
never met a discussion/debate that I didn’t like. :)
Jake
---
Jake McKee
Community Liaison
LEGO Community Team
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Message has 2 Replies:
Message is in Reply To:
 | | Reply 4: A simple case of communication courtesy
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| One short note beforehand: If you consider this reply mindless criticising, tell me so. But it is intended to hint at something you might not have noticed and thefor be unaware of. (...) It is indeed nice to hear that this is still being worked on. (...) (20 years ago, 14-Mar-05, to lugnet.color, lugnet.lego)
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