Progressive Portal receives
Human communication is a critical value at Progressive Portal. We don't want to leave users with just a canned automated response.
Volunteers will each be assigned one particular topic area for handling letters, and given instructions on how to handle them. In addition to writing a reply to the sender, the volunteer will often have some further work to do. For example, for recommended site improvements, the volunteer will compile the suggestions into a database or spreadsheet that we can reference as we continue to evolve Progressive Portal.
This requires good writing skills, a high degree of diplomacy (we want users to know they are respected, valued, and attended to), even when dealing with "crank" letters or correspondence from right-wing critics.