Currently, there are 16,499 articles in a Problem status. These are articles that are suppose to be savable… meaning, they weren’t hard rejected by our editors, and with only a little bit of author attention, a high majority of them could be saved and accepted/published.
When our members receive a PA email (Problem Article), they fall into two very easy to identify camps:
New Rule: Articles that are flagged as having a problem status will be auto-purged in 30 days from the date our editors send the auto-generated email to our member asking them to fix a small problem so we can accept them. In addition, we’re building in an automated follow up reminder email to help encourage our members to fix the article, fix the relationship, so we can move forward together.
Some of this is our fault as we only notified the author once that there was a problem. If the author was a close personal friend, we’d have sent a follow up email or two to help remind them of what needs to be fixed.
This is a bit crazy, but there are 4,786 members in our system right now that have 6,174 articles in a problem status ONLY… meaning, they never corrected the problem or tried to correct the problem and then gave up, abandoning their account. They are all getting a loving email next week to see if we could do something to help them save their rocky start with us. If they don’t respond in 30 days, these accounts will be terminated so that the author names can become available for others with the same name.
We’ve known of this lack of a built in email sequencing solution thing to solve the lack of member follow up for about a year now, and it’s finally time to handle the problem by building it into our system so we don’t have to revisit this issue again.
Our plan for December 2007 is to provide very fast service for our members who are fully engaged with us while doubling back to those who’ve been lost in the process… because we will not be able to give this level of personal attention come 1st quarter 2008 when submission volume picks up historically.
So, that’s what’s on my and our minds today. What’s on your mind?