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Highlighted
Community Champion

Member Dissatisfaction rising...

 

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.

 

 

 

Shannon D'Cruz,
CISM, CISSP

www.linkedin.com/in/shannondcruz
47 Replies
Highlighted
Contributor I

Re: Member Dissatisfaction rising...

There are serious issues with the roll out to the new system.  (ISC)2 needs to get on with trusting their local chapter officers to be able to correct things for other members in the region in the system with an override capability when their automated systems fail.  What is the point of having local chapters if the officers in the chapter can't clean up the system.  Massive centralized control always fails.  No organization has the resources to manage that many records unless they have a legion of administrative people. It is to the point of absurdity that in 2019 we are using e-mail and other hand jam methods to maintain training records.

Respectfully,

Francis (Frank) Mayer, CISSP
Highlighted
Community Champion

Re: Member Dissatisfaction rising...

This was the "greeting" I received this morning when I checked in:

 

ISC2 Greeting.PNG

 

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.

ISC2. Can't you do better?

Highlighted
Community Champion

Re: Member Dissatisfaction rising...

It is sad that the sentiment of members is so low when it comes to membership services, but that "channel" is there by design isn't it? Are they understaffed? Do they lack automation? 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.

 

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.

Highlighted
Community Champion

Re: Member Dissatisfaction rising...


@AppDefects wrote:

It is sad that the sentiment of members is so low when it comes to membership services, but that "channel" is there by design isn't it? Are they understaffed? Do they lack automation? 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.

 

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.


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.