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Re: how to complain about inaccessible Web sites and browser bugs

From: Susan Houben <susan.houben@yahoo.com>
Date: Tue, 21 Aug 2012 22:59:38 -0400
Message-Id: <8A9E3CD5-A71C-4752-98D4-F23BC57835A9@yahoo.com>
Cc: "w3c-wai-ig@w3.org" <w3c-wai-ig@w3.org>
Please remove me from the list.
Sent from my iPad

On Aug 21, 2012, at 4:44 PM, David Woolley <forums@david-woolley.me.uk> wrote:

> Jennifer Sutton wrote:
> 
>> If people have problems with a site, I encourage you to contact the organization directly and help the organization to find a general solution, rather than a browser-specific work-around.
> 
> That may work with very small organisations.  For large organisations, you will be lucky to get past the first line contact centre person, and if you do, you will end up as an entry in a software faults database that never gets actioned, because management consider it a lower priority than any of their more pressing issues.
> 
> The only way you will really get beyond the first line is if there are so many independent reports that the first line person starts to notice, or they begin to show up in the management statistics.
> 
> The primary job of first line contact centre people is to try close out complaints with no more expenditure than the cost of their own time.
> 
> -- 
> David Woolley
> Emails are not formal business letters, whatever businesses may want.
> RFC1855 says there should be an address here, but, in a world of spam,
> that is no longer good advice, as archive address hiding may not work.
> 
Received on Wednesday, 22 August 2012 02:58:23 UTC

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