When i read the artical i was very impressed,however i do find myself agreeing with all of the points you've mentioned, for customers like me who chat to Karl we probably know a bit about his background and the wealth of knowledge he has.....but i can defo see what you mean as an 'outsider' looking in you don't get to learn a great deal about the past etc, although it did give a good view of the services they can offer.

the NMS website may give a bit of info too, i know Karl is keen to get it updated though.

what points in particular are you keen to know about then? or is it just some more 'general' stuff?