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Highlighted
Community Champion

Re: Member Dissatisfaction rising...

 

 


@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.' 

 

 

Screenshot_2019-07-11-23-59-12-094_com.google.android.gm.png

 

 

 

 

 

 

 

 

Shannon D'Cruz,
CISM, CISSP

www.linkedin.com/in/shannondcruz
Highlighted
Community Champion

Re: Member Dissatisfaction rising...

> 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.)


............
This message may or may not be governed by the terms of
http://www.noticebored.com/html/cisspforumfaq.html#Friday or
https://blogs.securiteam.com/index.php/archives/1468
Highlighted
Community Champion

Re: Member Dissatisfaction rising...

 


@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.  Man Frustrated

 

 

 

Shannon D'Cruz,
CISM, CISSP

www.linkedin.com/in/shannondcruz
Highlighted
Community Champion

Re: Member Dissatisfaction rising...

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...

 

Highlighted
Community Champion

Re: Member Dissatisfaction rising...

 


@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.

 

 

Shannon D'Cruz,
CISM, CISSP

www.linkedin.com/in/shannondcruz