Archives for October 2000

Editorial: What a start!

Originally appeared in Silent News, October 2000.

A few weeks ago, I drove from Chicago to Mount Laurel, N.J., to start my new job here at the newspaper. I had gotten lousy directions off the web—so at 1:00 a.m., I was lost in a new town in a new state. I got fed up with driving aimlessly up and down Route 73 trying to find my hotel, so I decided to make a u-turn (turns out they’re very illegal in this area) and got busted by a local policeman. Luckily, he didn’t ticket me. Even so, he was dumbfounded about how to communicate with me, and kept trying to make me lipread with the sirens flashing behind his head. I gestured for him to write, pointing to the lights. He then shone his flashlight upon his face—keep in mind his car was next to my truck with the lights flashing directly behind his head—and said, “Does this help?”

After agreeing with me that lipreading was probably useless, he admitted he had no idea of where I was supposed to go either. So, I paged a friend back in Chicago and finally got the correct directions.

The hotel office closed at 11:00 p.m., so late arrivals were expected to dial a specific number to call someone to come and open the door. I had called twice prior to my arrival to confirm my late arrival, and was told both times that they would make alternate arrangements for me with absolutely no problem.

I arrived at my hotel only to find that the office did not leave a note or key for me.

So, here I was, at 2:00 a.m., stranded.  I dialed the number repeatedly and stared blankly into the receiver each time, hoping that the other person would realize there was someone at the door. No luck. I once again used my pager (how did I ever survive before I got my pager?) and had someone call the office for me. At 2:30 a.m., I finally got the key to my room—and didn’t get to bed until 3:30 a.m. because of unloading my car, getting settled in, and trying to relax a little.

A few hours later, I started my first day at Silent News.

In thinking about that night, I’ve come to realize that even though we’ve come a long way in accessibility and equality, we’ve still got a lot of ignorance and inaccessibility going on. And that ignorance makes for a lot of frustration, especially at 2:00 a.m.

Even so, Silent News has been there for many of these changes or frustrations for the Deaf/Hard of Hearing community, and for many of the milestones in my life.

I started reading Silent News when I was a young child. I can’t really remember how or where. Maybe my parents subscribed, or I read it at school. Either way, I remember regularly checking the magazine rack in the “hearing impaired office” (as it was known back then) at my high school to see if Silent News or any other publication of interest had arrived. I would sit and pore through those publications inch by inch, drinking up every bit of information—and dreaming about where I would be going in the community. This was how I learned about our deaf leaders, our deaf people, and our events, and I would then share the information with the other 75 deaf students at my school.

That thrill of learning, that thrill of dreaming, and that thrill of reading about someone or someplace you know is something I hope to revive with Silent News. Even with all the instant news we receive through e-mail, the web, and TV, there’s still nothing like the feel of a new issue of Silent News that you can sit and read.

Silent News will be going through some changes. You may like them. Or you may not. Either way, we hope to have more original stories, more variety in our stories, and a more uniform look.

We want to make sure you get your money’s worth, and enjoy our paper. Also, if you’re interested in writing for us, we would be thrilled to have you on board.

I also need you to tell me what fonts you like or don’t like. What pictures do you want to see more of?  What stories would you like to see? What don’t you like? (By the way, we will be changing our logo in time for the next issue, hopefully—keep your eyes open for that!)

I’d also like to be able to have more diversity in our writers. Not all of our writers will be on a regular basis. Some will write only a few times a year, and others will write on a monthly basis. But I think you’ll agree that each brings a unique perspective to the newspaper.

Please know that this is your newspaper. I want to  produce a newspaper that meets your expectations.

Most of all, I hope to be able to make a difference for another person just like that Deaf child I was years ago.

Copyrighted material. This article can not be copied, reproduced, or redistributed without the express written consent of the author.

Wynd Communications responds to customer service complaints

Originally appeared in Silent News, October 2000.

Wynd Communications, a division of GoAmerica, Inc., is the deaf/hard of hearing community’s largest supplier of two-way pagers in the United States. WyndTell’s enormous growth in the deaf/hard of hearing community has generated numerous complaints about the company’s lack of customer service. Roger Willkins, director of the Deaf/Hard of Hearing Advocacy agency in Provo, Utah, sent out a request via e-mail and the agency’s website for information from customers having experienced problems with Wynd Communications and WyndTell pagers.

The website had received 116 responses as of Sept. 21,  consisting primarily of customers frustrated with not getting live customer help, or the lack of coverage for pagers. Willkins said, “When I heard their stories, I had tears in my eyes. Some of them suffered more than what I went through.”

Wilkins also said, “I only sent my request to a few people, asking if they had similar complaints. That was all—and yet I got 116 complaints. The purpose of this website was simply to pressure WyndTell to improve their service. That was all.”

Dan Luis, the president and chief executive officer of Wynd Communications since January 1998, wrote an open letter to the public in response to the complaints, where he lists several steps the company has taken to correct the difficulties. Some of these steps include increasing staff, having a quicker response time, and increasing the usage of online assistance at its website.

Luis said, “There are two realities at work here. Reality #1 is that in some areas of the customer experience, Wynd has stumbled and this has created frustration on the part of our customers. For this we have apologized and have created a mechanism through the open letter as posted on our website for those customers to get priority assistance in addressing their concerns. Reality #2 is that the vast majority of WyndTell subscribers are extremely satisfied with the service. In fact, last month alone 41% of our new customers came to us as a direct referral of another WyndTell subscriber.”

Wynd, based in San Luis Obispo, Calif., recently added John Archdeacon as the vice president of customer satisfaction in July. “He brings 19 years of experience to [customer satisfaction] in addition to having won personal and corporate awards for world class customer service in the software industry,” Luis said.

Hours of customer service will be expanded to accommodate differences in time zones. Luis added, “For our East Coast customers, it’s frustrating for them to call Wynd at 8 a.m. and not reach anyone because our business hours are 8-5 Pacific.” The company’s staff also has grown from 22 to 50, with 15% being deaf/hard of hearing and 30% dedicated to customer service.

WyndTell is also working on establishing an office on the eastern coast. “[The office] will serve as a central place for us to interact with customers in the east. We will be able to schedule training sessions, customer demonstrations, etc., from this facility and I think it’s vital that we reinforce our commitment to the community through these kind of activities.”

Wilkins said, “The president and CEO Dan Luis has invited me to visit his company. I am interested in seeing them improve a lot, and I am willing to help them with this. I think WyndTell wants their good reputation back. But I am afraid some of it is permanently damaged and they will have to work 10 times harder to regain their reputation.”

Luis said, “We plan to be around for a long time and I am grateful that we have chosen to serve this market. The rewards of changing the lives of thousands of customers all across America has been powerful and we’re grateful to those subscribers that have chosen Wynd over other options.”

Copyrighted material. This article can not be copied, reproduced, or redistributed without the express written consent of the author.

Wiser and more experienced, attorney hits campaign trail

Originally appeared in Silent News, October 2001.

Kelby Brick, an attorney who is deaf, is again running for a seat on the Greenbelt City Council in Maryland.

Brick ran for City Council two years ago but lost by fewer than 200 votes.

“As a deaf person, I understand the need to make all aspects of the government inclusive of all of its citizens. This means honoring, recognizing and meeting the needs and uniqueness of a diverse community,” Brick said.

Brick’s campaign kicked off with a non-partisan fundraiser co-hosted by Judy C. Stout, President of the Maryland Deaf and Hard of Hearing Democratic Club, and Gallaudet University President Dr. I. King Jordan.

“Two years ago, Kelby ran without any real organization or fundraising. He lost by fewer than 200 votes, so I knew that if he had support and funds, he had a very good chance to win,” Jordan said in an e-mail. “It will be a wonderful message to everyone, deaf and hearing, when he wins. Deaf people can do anything but hear!”

The fundraiser, which brought approximately 30 people, was only the beginning of Brick’s campaign. “Kelby has become more knowledgeable and has expanded his efforts to involve more people,” campaign manager Dan Brubaker said. “He’s also gotten more proficient with Greenbelt issues.”

The campaign team participated in Greenbelt’s Labor Day parade on Monday, Sept. 3, with Brick and his wife and son riding in a red convertible and approximately 15 campaign team members walking along while distributing flyers and throwing out campaign logo Frisbees, Brubaker said.

Brick, who originally hails from Pennsylvania, graduated from the Model Secondary School for the Deaf in 1989, and earned his bachelor’s degree in government from Gallaudet in 1993. It was at Gallaudet that Brick started his involvement in politics as Student Congress Speaker, among several other extracurricular activities. “Kelby was always an activist and a leader,” remembered Jordan. “He has those characteristics that many deaf people who were raised in homes where there were no communication barriers and there was confidence and self-esteem present. He’s bright and ambitious.”

After earning a law degree from Temple University, becoming the first deaf person to do so at the school, Brick moved back to Maryland. Prior to establishing his current private practice, Brick worked as legal counsel for the National Association of the Deaf’s Government Affairs department, and co-authored Legal Rights: The Guide for Deaf and Hard of Hearing People.

George Schroeder is one of the residents in Greenbelt who intends to vote for Brick. “I have always wanted to see a deaf person running for political office. I am very glad that a young deaf man like Kelby Brick wants to run.”

Schroeder said he was especially impressed with Brick’s commitment to specific issues. “Greenbelt is a fine city to live in. Still, more improvements are needed, e.g. more protected bike paths, better safety on the streets during the day and after dark, and reduced crime, especially auto-theft.”

Brick’s main focuses include education, safety, environment and Greenbelt’s city budget. “I intend to ensure that those issues are being addressed proactively. Greenbelt is a truly special town and its residents deserve a responsive council willing to face those issues head-on,” Brick said.

Stout feels Brick has a solid future. “He, by nature, is a bright young fellow on his way up. One has to be special with unique skills and the ‘know-hows’ to successfully win a political campaign and to be ready to represent his constituencies on the Greenbelt City Council,” she commented. “Kelby is ready to do it, and he will make us proud, showing the world that as a deaf person he happens to be, he can rise to the occasion just as good as anybody in the general mainstream, and do a heck of a good job with his political, then civic responsibilities.”

Brick said a few factors contribute to his commitment to Greenbelt: “Persistence, the desire for public service, and the support of my family, friends and others in the community.” He hopes to gain the vote of the estimated 3,500 deaf residents of Greenbelt, which is located about 15 minutes from Washington, D.C. “I am running against five incumbents, which makes it very difficult. But with the community’s support I am confident that the election results will be favorable,” he said.

Jordan agrees. “With work and perseverance, he’ll really go places.”

The Brick campaign has a website at www.kelbybrick.com.

Copyrighted material. This article can not be copied, reproduced, or redistributed without the written consent of the author.

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