As far as I can tell, outsiders like to have someone central to approach, e.g. the email address.
- d.
VIPs expect to deal with another VIP, with authority to get things fixed, with a word, even if the rules have to be bent a bit. That is the way of the world. We, particularly a random community member they are interacting with, often do not have authority to do what has to be done. They do not understand or appreciate discussions with the community about their problem.
Fred