Member Dissatisfaction rising...

[Shannon]

Nowadays, the majority of topics on the community tend to be about issues being faced --- often mentioning a lack of member support --- & one of the community moderators has to jump in to assist.

So I have to ask: was this community actually intended to supplement (ISC)2 support? (Because I was under the impression that it was to facilitate the sharing of information and ideas, and promote interaction among IT security professionals.)

It would be understandable if the issues were limited to what (ISC)2 support wasn't able to address --- what's disturbing is that many have stated that (ISC)2 support never responded at all.

If community posts aren't used to gauge criteria such as member satisfaction, I'd suggest that (ISC)2 conduct a survey for the same --- and use the results to determine the priority with which to address issues.

@david-shearer, do have someone update the resolution status of the issues mentioned in this post, for a better idea of where we stand. Thanks.

[rslade]

> Frank_Mayer (Newcomer III) posted a new reply in Member Support on 07-11-2019

>   What is the point of having local chapters if the
> officers in the chapter can't clean up the system.

Your statement contains a mistaken assumption. ISC2 is not interested in the Chapters having any actual power: ISC2 simply wants another (free or low cost) marketing platform/effort/volunteer(s).

>  Massive centralized control
> always fails.

I think your point is amply made by the new payment system, which appears to have had a drastic negative impact on the whole ISC2 enterprise.

[rslade]

> Frank_Mayer (Newcomer III) posted a new reply in Member Support on 07-11-2019

>   You just have to
> be patient.    

*VERY* patient ...

====================== (quote inserted randomly by Pegasus Mailer)
rslade@vcn.bc.ca slade@victoria.tc.ca rslade@computercrime.org
The World is a Circle without a beginning,
And nobody knows where it really ends.
Everything depends on where you
Are in the circle that never begins.
- Burt Bacharach and Hal David outline ethical relativism
victoria.tc.ca/techrev/rms.htm http://twitter.com/rslade
http://blogs.securiteam.com/index.php/archives/author/p1/
https://is.gd/RotlWB

[emb021]

---

@rslade wrote:
> Frank_Mayer (Newcomer III) posted a new reply in Member Support on 07-11-2019

>   You just have to
> be patient.    

*VERY* patient ...

---

Builds character...

You're welcome...

[AppDefects]

The only metric that matters when it comes to satisfaction is the number of certification renewals. Those stats could be quite telling this year, if released...

[emb021]

---

@AppDefects wrote:

The only metric that matters when it comes to satisfaction is the number of certification renewals. Those stats could be quite telling this year, if released...

---

Maybe.

But many people have to obtain and keep their certifications due to job requirements.  So they don't have much of a choice in that regard.

I know when I was job hunting the lack of certs lost me a lot of interviews.  As a consultant with a company, I know that they wouldn't be able to submit for many bids if I didn't have certs that many groups are requiring.

[Shannon]

---

@Flyslinger2 wrote:

4 of the 5 new posts were about issues with ISC2.  Instead of what the community was designed for, as @Shannon mentioned, it's a glorified help desk.

---

Exactly. In my case, I'm greeted by such things when I check my inbox. Take a look at the most recent view, where at least 7 posts relate to 'satisfaction.' 

[rslade]

> AppDefects (Contributor III) posted a new reply in Member Support on 07-11-2019

> I don't think people call support and tell them what a
> great job they are doing, maybe we should once in a while, we only hear about
> the problems.

This is a statement that can only come from someone who has spent some time

in customer/tech support 🙂

(At one point I was making this complaint, and Gloria suggested that I put up a list, on the wall, with all the problems I had to solve, and then mark or cross them off as they were done, to get a sense of accomplishment, at a glance, when I got discouraged. It worked, and had other, unforeseen, beneficial consequences as well.)

>   The lack of support showing in the public record is tarnishing
> the Gold Standard and @david-shearer needs to be acutely aware of that because
> that impacts the entire membership.

In my dictionary, I said, in the entry for "gold standard," that it was the best practice for describing your standard, if you wanted people to buy into it. (In the entry for "best practice," I said it was the gold standard for security buzzphrases.)

[Shannon]

---

@AlecTrevelyan wrote:

---

---

I think prior to the "digital transformation" they were adequately staffed, but due to the numerous issues caused by the "upgrades" and these issues requiring the membership to constantly keep having to contact member services they are now woefully understaffed.

---

Be that as it may, it doesn't justify the performance now --- before taking the decision to remodel the site, the impact should have been considered, and adjustments made accordingly.

If this decision was taken by the BOD without considering all that, then it was VERY bad judgement; if they weren't adequately informed about potential impacts, it implies bad management.

It seems like they've neglected good housekeeping via Change Management when carrying this out.  

[AlecTrevelyan]

We'll get to find out all the details in a three-part mini series. Part one starting next week:

https://community.isc2.org/t5/ISC-Updates/ISC-2-s-Digital-Transformation-Journey-Webcast-Tues-July-1...

[Shannon]

---

@AlecTrevelyan wrote:

We'll get to find out all the details in a three-part mini series. Part one starting next week:

https://community.isc2.org/t5/ISC-Updates/ISC-2-s-Digital-Transformation-Journey-Webcast-Tues-July-1...

---

Thanks; I hope this will explain it all. After all the waiting we've done, a few days seems a trivial time, even if it's not for a change.