The past week I’ve found a number of people who have provided no, or few, ways to be contacted, even though they are internet businesses.
One example – a writer of a cooking blog. I had recently come across a recipe on her site that I really wanted to try. Today I made the dish – a mushroom casserole – with a few variations. I wanted to share my thoughts with her, and a picture of the casserole, only to find comments for that particular posted were no longer being accepted (or so it seemed – there were plenty of comments dating back to the year of the original post, but nowhere was there the ability to make a new comment).
And so I set about looking for a “Contact” or “Contact Us” page on the site – nope. I thought – oh well, maybe the information is on the “About” page – nope.
The only way I found out any contact information was to sign up to the newsletter – where after subscribing the page showed the person’s name, business name and snailmail address. I guess I could always spend a buck and write her a letter and see if she gets it.
A second example is my internet service provider. The only way of contacting them is through the phone, or by writing a support ticket to their technical support department.
Their business is internet based, and yet there is no information on their website about how to contact management (or any administrative personnel) or their sales department through email or a web-form.
It’s mind-boggling, especially since email is such an easy form of communication. I can write an email at any time of the day or night. That email can be received on the other end where it can be taken care of in so many ways — including being forwarded to the proper person or department — where they can get back to me at any time of the day or night. There’s no telephone tag to be played with endless voice mails – just simple, direct and easy.
Maybe it’s too easy.