On various groups, at various times, I am sure you all have seen the topics of “Posting Etiquette” and “Group Message Standards” broached in one way or another. Smart group Managers and their Moderators usually set up some type of rules and guidelines to steer their membership on course in order to stay “on topic” with whatever is the group focus. Most management folk set these rules in place immediately upon opening their group; some, unfortunately, must suffer an incident or two before realizing the necessity of defined guidelines.

All this makes sense to me.

What does not make sense to me, as I sit here tonight, is the obvious lack of “Etiquette” and ‘Standards” training provided by EONS to some of its staff that deal directly with the membership! Where are the “Terms of Use” and “Codes of Conduct” for those few that take a too personal and condescending tone towards members that only want answers to their questions? Words like “tact” …and “common courtesy” …and “professionalism” are what immediately come to mind… and are missing from some of the exchanges that I have witnessed. Every professional institution that I ever worked for, or had dealings with, always had set standards with which they expected their employees to adhere to. Especially the employees that dealt directly with the public!

I can understand the frustration that anyone in group management may feel by the “bog” of repetitive queries, off-topic posts, and clashes between the varying personalities that make up this online community. I manage two groups and have felt distressed and overwhelmed sometimes. To quote Mr. Incredible, the cartoon character, “I feel like the maid; I just cleaned up this mess! Can’t you keep it that way for awhile?!” But, when dealing with members on my groups, I try to always handle myself with tact, courtesy, and professionalism, because that is the least they deserve from me.

I strongly recommend to EONS that they re-evaluate the type of training that they provide to those employees that daily interact with the membership. Obviously, by the “slams” I have personally received and by the “slams” I have observed targeted toward other members… something is amiss. For the majority of dealings I have had with EONS staff, I am very satisfied. But the “first impression” that even one bad apple can present, is reflected back to the whole barrel. We want “tact”, not ‘tart”.