More Than Satisfied Customer satisfaction is a laudable goal, but it has weaknesses as a metric ("Satisfaction Guaranteed," Feb. 10, p. 8). It mainly serves as the foundation of a price-based relationship.
More important to know is, how do customers hold you accountable? Is it delivery, service, innovation? The findings will do more to improve operations than knowing the customer is satisfied. Nick Wreden
Author, Duluth, Ga.
Eric Chabrow is right on point in his predictions of IT dire straits ("Dire States," Feb. 10, p. 32). Better architecture planning helps hold down costs, while at the same time lets one deploy state-of-the-art technologies.
With limited funds, we've implemented voice over IP and expanded Web services. Midyear, we plan to deploy video teleconferencing. This is possible because of our solid architecture. Bruce Radek
IT and Telecommunications Manager, U.S. Courts, Nashville, Tenn.
Remember Apollo Tragedy
I want to thank Bob Evans for his commentary, but he forgot the first three people who lost their lives on the launchpad in 1967 ("'Sorrow Is Lonely, But You Are Not Alone,'" Feb. 10, p. 76). Just because they never made it to space, we shouldn't discount their contribution and the sacrifice they made so others could reach the stars. Brad Henson
Publisher and Author, Crow Publishing, Camarillo, Calif.
In "Fighting Words" (Feb. 17, p. 22), the University of West Florida should have been noted as having false-positive rates of 0.5% to 1% using CipherTrust's IronMail anti-spam tool.
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