Re: Customer Feedback

Subject: Re: Customer Feedback
From: Robert Plamondon <robert -at- PLAMONDON -dot- COM>
Date: Tue, 23 Apr 1996 09:29:52 PDT

I love customer comment cards! I've used them for years to track
leaks of confidential information.

Here's how: always put a customer comment card in every document,
even internal documents and documents that can only be received under
NDA. In the latter cases, the address on the card should route it
to you personally, not the person who normally ships literature.

When someone leaks the document, the person who receives it tends
to distribute it widely within his own company, but neglects to
tell the people he distributes it to that they are receiving stolen
goods. Thus, some moron is sure to fill out the customer comment
form in order to request all the additional titles in the document
set. Self-incrimination!

The customer comment form can just be a sheet of paper, so long as the
postal indicia and business reply permit number are correct. The user
just rips out the entire page, folds it into thirds, and mails it.

One can obviously get very fancy and put ID numbers on the response
form for each copy of the confidential document. It should be non-obvious,
though. Generally one doesn't have the time to do this, but it's
pretty easy. You make a document with 100 identical customer response
pages, and stick the page number or an autonumber in some convenient
place. You then print out this stack of serialized response cards
and put one in each copy of the document. Properly placed, such a
number is less obvious than a hand-written one.

-- Robert
--
Robert Plamondon, President/Managing Editor, High-Tech Technical Writing, Inc.
36475 Norton Creek Road * Blodgett * Oregon * 97326
robert -at- plamondon -dot- com * (541) 453-5841 * Fax: (541) 453-4139

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