The Staff Outside the Payrcll

(Continued from previous page) quick answers to product and construction questions turn to one resource: APA's Product Support Help Desk. Established in 1997, the desk responds to queries by phone and email. The hotline center was created to help building material dealers and others get fast, reliable product and application information regarding engineered wood and the construction applications where EWP are used. APA personnel, adept at the intricacies of building codes, may be called upon for guidance with particularly vexing design or engineering questions.

APA also provides product support for the Southern Forest Products Association and Structural Insulated Panel Association. And no matter how difficult the question, the help desk prides itself on a 98Vo same-day response rate. The desk is manned from 7 a.m. to 5 p.m. Pacific time and can take inquiries over the phone at (253) 620-7400, via email at help@apawood.org, or by fax at (253) 565-1265.

Market Development

One of APA's most valuable services is assisting dealers with new markets for engineered wood products. For example, Christensen Lumber, Fremont, Ne., stocks glulam, LVL, I-joists, and a mix of APA Rated Sheathing. In addition, the company builds wall panels and trusses. Owner Tom Christensen is cooperating with APA in an effort to increase market share for glulam and LVL floor beams in residential and commercial construction.

"We take them case by case and substitute as we see fit," said Christensen. He said load, length and whether new posts and footings need to be added are the keys in deter- mining whether they can substitute LVL or glulam for steel beams. APA offers two resources, Substitution of Glulam Beams for Steel or Solid Sawn Lumber (Form 5570) and Glulam Floor Beams (Form C415). Both documents are available online as a PDF files.

Tom Woolf, McCray Lumber, Shawnee Mission, Ks., has worked with APA to establish a presence for I-joists in a traditional 2xl0 market. Woolf estimates they have averaged about l07o growth per year in engineered floor systems. Product distribution varies throughout the country and not all regions have specific market development plans. Contact your local representative for more information.

Gustomer Service Tips

For many dealers, successful complaint resolution can be the difference between profit and loss on a given job. APA publishes Customer Service Tips to help with specific problems associated with natural disasters, service life, and applications. These tips are available online through the publication library. Your complimentary registration includes an optional monthly Publication Update e-newsletter to keep you abreast of new and revised literature.

Assessing Water Damage After a Flood (Form xs0t)

Checking (Form w5o6)

. Decay of Engineered Wood Products (Form w505)

Delamination of Plywood Panels (Form w504)

. Responding to Wood Structural Panel Complaints (Form F505)

. Ridging in Single Layer Floor Panel (Form wso)

Soft Structural Panels (Form w50l)

. Unevenness of Edges in Wood Structural Panels and Thin Underlayment (Form csol)

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