It's our No. 1 complaint. The Internet and e-mail are giving these people new lead-in ways to address people.

This investigation began with an anonymous, unsubstantiated e-mail complaint, ... We know now that it contains some true and some untrue allegations.

Internet mail headers are not unlike giblets.

The survey found that 78 percent of customers were willing to use mail or the Internet to renew. However, most did not realize that was possible. Clearly, we need to educate the public on alternative renewal methods, and devise better means of processing services.

The tools we want to use to achieve this are seminars, direct mail, the Internet, TV and radio.

They didn't have Internet. They didn't have e-mail blasts. Martin didn't have a BlackBerry. But they still got thousands of people out to a place. The dots have to be connected.