After I wrote a duh email?? from National September 11 Memorial post, I replied to the email I had received from the memorial and I also send my reply to the family passes email address and the FDNY family assistance unit as an FYI. Today I received the following email from the memorial:

Dear Ann,
I’m writing to follow up on your email to us regarding the post-visit message which you received. Thank you very much for reaching out and for bringing this matter to our attention. We apologize that you received the message since it was intended for our general public visitors, not 9/11 family members. We are working to rectify the situation so other family members do not have the same experience.

Please don’t hesitate to let me know if you have any questions or if there is anything I can help you with in the future.


My reply:

Dear —–,

Thank you very much for your quick reply to my email. I didn’t think it was intended for family members. So glad to hear you will be rectifying the situation. We have actually met. The very first time I visited the memorial was on a Monday evening in September 2011. I had been at a Tribute Center Docent council meeting and myself, another family member and a few other people showed up around 7:30. The person at the desk said we would have to wait while she found someone to escort us on because it was late. You were sitting in the family area and said you would escort us on. I appreciated that gesture. Again thank you for that gesture and for acting promptly on this matter.


Wanted to share the Memorial’s reply and also share that emails sometimes make us faceless but we are more closely connected than we realize. In September of 2011, —-(not fair for me to name person) had given me her business card and I wrote an old fashion paper thank you note. Today I was reminded that mistakes happen and we have a choice how we respond.