1. Leading People, Leading Organizations Information Center Department Statistics Report October 2003 Deborah Keary, SPHR

2. Leading People, Leading Organizations © 2003 SHRM Statistical Reports Member Requests Type of Requests Members Served 2003 Online Page Requests Quality of Service Retention Rates

3. Leading People, Leading Organizations © 2003 SHRM Member Requests

4. Leading People, Leading Organizations © 2003 SHRM Type of Requests

5. Leading People, Leading Organizations © 2003 SHRM Type of Requests MonthChat %Phone %Email % Jan04258 Feb7.735.357 Mar7.04053 Apr124048 May124345 Jun18.539.542 Jul2139.838.7 Aug223741 Sep173041 Oct213643

6. Leading People, Leading Organizations © 2003 SHRM Unique Members Served in 2003

7. Leading People, Leading Organizations © 2003 SHRM Internet Operations Page Requests for HR Resources and HR Tools MonthHR ResourcesHR Tools Jann/a Feb93,29070,071 Mar92,73771,553 Apr85,88067,484 May71,94260,104 Jun69,05957,723 Jul68,49559,833 Aug63,62155,690 Sep70,23259,286 Oct73,28262,361

8. Leading People, Leading Organizations © 2003 SHRM Quality of Service Percentage of Excellent and Good Responses

9. Leading People, Leading Organizations © 2003 SHRM Retention Rates MonthCallersActive*% Feb 20024,0283,32482.52 Mar 20024,4823,70282.60 Apr 20025,0604,27484.47 May 20024,6333,93384.89 Jun 20024,5113,81784.62 Jul 20024,6423,88483.67 Aug 20024,6963,93483.77 Sept 20024,3253,60383.31 * Active Members as of previous month.