LAC request for archival material form

Usually when I go to LAC it's for library materials so I'm unsure how long a new form to request archival materials has been available. The big change is the inclusion of a section "How can we reach you if there is a problem with your request?" You can indicate your choice of by e-mail, on-site, or by phone. It addresses one of the frustrations frequently expressed; you put in your request and only find out the item wasn't found when you arrive to pick it up. Skeptics, and those with bruises from past experience, will wonder if LAC staff actually follow up on the contact.

It would be nice to know if the appearance of this form indicates that LAC has given up on, or further deferred, the ability for clients to place their own orders online. Why would they put out a new form if the online system is imminent?