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ICANN Unveils New Community-Focused ‘I Need Help’ Pages

19 January 2023
By
Sally Newell Cohen

Sally Newell Cohen

SVP, Global Communications

Sally Newell Cohen is the Senior Vice President of Global Communications and Language Services at the Internet Corporation for Assigned Names and Numbers (ICANN). In addition to leading a global communications team, she is the principal communications strategist and advisor to the CEO, Executive Team, and Board of Directors.

A proven leader in marketing and communications, Sally is known for building strong teams and executing strategies that elevate competitive advantage, promote growth, and enhance brand awareness. She leads the strategic communications effort to build greater awareness of ICANN’s global mission. 

Most recently, Sally was the Chief Operations Officer at Toastmasters International, where she partnered with the Board of Directors and CEO to develop a comprehensive strategic plan. Under her leadership, her team accomplished a global rebranding effort that revitalized the company’s image and increased membership. She also has significant public relations and operational experience, having held leadership roles at public relations firms as well as high-tech companies such as Ingram Micro.

Sally has a bachelor’s degree in Journalism from the Keene State College and has completed Executive Education programs at Harvard and Stanford. Before entering business communications, Sally was a journalist, where her natural curiosity was put to use as a reporter and editor.

As a part of ICANN's continuing efforts to build the Information Transparency Platform (ITP), I am pleased to announce the launch of new global support pages, called "I Need Help".

These pages, which will replace the current Global Support page, are intended to provide guidance and direction to anyone who may have questions, concerns, or complaints about ICANN organization (org) or Domain Name System (DNS)-related matters.

The two new pages are: the "I Need Help" landing page and the "I Need to Talk with Someone" contact page.

"I Need Help" Landing Page

This landing page provides a road map for individuals who wish to submit a question, concern, or complaint. Through this page, users can learn about how to best resolve their issue, including what ICANN org function is best positioned to assist them and what other resources are available for their specific inquiry. Additionally, this page includes links to essential information for registries and registrars, as well as pages filled with background information on both domain names and the DNS.

"I Need to Talk with Someone" Contact Page

Should a user not find their desired answer or resolution through the "I Need Help" page, they can instead use this page to reach out directly to ICANN org for assistance. There are three options for contacting ICANN:

  • Email the Global Support Team
  • Call the Global Support Team, with phone numbers for each ICANN region
  • Open a case (reserved for contracted parties and generic top-level domain applicants)

Although our Global Support team is available five days a week to assist the Internet community, there are matters that lie outside of its purview. This page lists the topics ICANN org can assist with, as well as the topics it cannot help with.

In total, the new "I Need Help" pages provide a useful resource that streamlines the process for those needing support and delivers timely information at your fingertips.

For more information about the ITP, please visit https://www.icann.org/iti. For any ITP-related questions or comments, please contact the ITI team at: informationtransparency@icann.org.

Authors

Sally Newell Cohen

Sally Newell Cohen

SVP, Global Communications
Sally Newell Cohen

Sally Newell Cohen

SVP, Global Communications

Sally Newell Cohen is the Senior Vice President of Global Communications and Language Services at the Internet Corporation for Assigned Names and Numbers (ICANN). In addition to leading a global communications team, she is the principal communications strategist and advisor to the CEO, Executive Team, and Board of Directors.

A proven leader in marketing and communications, Sally is known for building strong teams and executing strategies that elevate competitive advantage, promote growth, and enhance brand awareness. She leads the strategic communications effort to build greater awareness of ICANN’s global mission. 

Most recently, Sally was the Chief Operations Officer at Toastmasters International, where she partnered with the Board of Directors and CEO to develop a comprehensive strategic plan. Under her leadership, her team accomplished a global rebranding effort that revitalized the company’s image and increased membership. She also has significant public relations and operational experience, having held leadership roles at public relations firms as well as high-tech companies such as Ingram Micro.

Sally has a bachelor’s degree in Journalism from the Keene State College and has completed Executive Education programs at Harvard and Stanford. Before entering business communications, Sally was a journalist, where her natural curiosity was put to use as a reporter and editor.

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