When we have conversations that are sensitive, we now use Groove instead of e-mail. It is much more secure than instant messaging.

I sent out an e-mail yesterday that people who fled the storm to lodges and cabins get to stay. People like you and me who still have a place to stay but who had a reservation at the park will get a gift certificate, or a room at another state park. I don't think that will be a problem with anyone who has an ounce of humanity in his bones.

If someone gets to the point where they need to send an e-mail to a customer service rep, the Web site has failed. We've realized that the 80-20 rule applies: Twenty percent of the information will answer 80 percent of the questions. That is what a Web-based customer-support system does well.

This is mobile e-mail for the rest of us, who have normal or tiny screens.

The good news is we are planning on opening a mail processing center in June dedicated solely to mail processing, so we're looking forward to that.

We did foresee a growth trend in relation to mail-in business, although the amount of business for February has exceeded our own expectations.