@June1952...The email refers to "your preferred BCNA contact". This is my preferred BCNA contact. This forum, which all members have easy access to, and where each person can see what other members are feeling. If people in the office have, as you said, "neither the time nor the inclination" to read the posts, then that in and of itself says a lot to me about how "in touch" some are. This is where the rubber meets the road for many members for day to day camaraderie, support and general chit chat. This is where those in offices will see who we are, how we tick and how we feel. When we do then have to phone into the helpline, surely a three dimensional idea of who the person in crisis is, on the other end of the line is important? Not for the member who has phoned to hear "Sorry, who did you say you are? Hang on a sec..tick..tick..tick..tick...aaah yes, here you are...how can I help you?" as your details appear on a screen before them. I'd be happier for something along the lines of "Hello XYZ, how can I help you today", and then a general comment to show the caller that the person has at least an idea of who's on the phone, before the frantic tapping of the keyboard to get a rough idea of who they are speaking to? I never open and read emails. I have an email for the bank and so on, but really, there could be months between checking in.
