It was therefore a pleasant surprise to see not one, but two responses in my email inbox today. Both emails were apologetic; one of them included some internal dialog about the problem and they were obviously concerned about the problem. And when I checked my voicemail I discovered I missed a call from them too.
It is now obvious I forgot my cardinal rule when dealing with people (whether an individual or someone working for a company). The rule is, "Interpret their actions through a veil of good intentions." Because in my rant I missed the obvious possibility that somebody just goofed. It was simple mistake and I jumped all over them before I had the facts.
I therefore offer one of the emails I received as proof of their good intent. More than that, I offer my sincere and abject apology for mistaking their intentions.
Thanks for taking the time to email us and alert us to the link problem you experienced. I apologize on behalf of HR.com for the error. It has been dealt with and you now have access to the article.
It was a technical error on our part. The article had a future date on it and was expected to display but unfortunately, it did not at the time of the mailout.
I am very interested in hearing more from you regarding any other problems or concerns you may have had with our mailouts and our site in general.
Please feel free to contact me via email at any time at firstname.lastname@example.org or via phone at 905-555-0713 (my remote office)...I will be at this number for the remainder of the week.
Again, my sincere apologies. It wasn't our intention to restrict this article.
Product Manager - Website Development and Content
For the pessimists out there, "Sure, the rule doesn't always work." But talking about the rule is really a matter for another post.