9 Secrets of People Who Answer Santa’s Mail

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Every year, as temperatures begin to cool, letters to Santa Claus start rolling in to post offices around the country, filled with wish lists and questions from children. But since Santa himself tends to be too busy to handle all his mail, the duty falls to a wide-ranging group of volunteers, postal workers, and folks filled with the holiday spirit. Mental Floss spoke to a few of these dedicated individuals to find out some of the secrets of answering Santa’s correspondence.

1. SANTA HAS MANY ADDRESSES.

There are numerous Santa headquarters in the United States alone. If a kid drops a letter addressed to “Santa Claus” in the mail, it will likely end up at their local post office—and at hundreds of post offices around the country, the postal employees answer Santa’s mail themselves.

“It’s the kindness of our own employees,” Darleen Reid-DeMeo, senior public relations representative for the United States Postal Service (USPS), tells Mental Floss. But the letter may also be forwarded to the nearest Operation Santa Claus site, which is run by the Post Office and allows members of the public to adopt and answer as many letters as they like.

Any post office can sign up to be an Operation Santa Claus branch, if the local postmaster and employees agree to follow the USPS rules for the program and volunteer their time to run it. Currently there are 15 official branches throughout the U.S. The program is voluntary for the local employees and postmaster, so any post office can decide to do it one year and not the next.

2. SANTA HAS DIFFERENT WAYS OF ANSWERING.

If a letter is addressed specifically to “Santa Claus, 4141 Postmark Dr, Anchorage, Alaska," and includes a self-addressed, stamped envelope, senders can get a reply with a “North Pole” postmark. “That’s for people who want to respond on behalf of Santa—for parents who want their child to get a note from Santa himself,” Reid-DeMeo says. If a kid writes a letter to Santa and includes the city “Santa Claus, IN” on the envelope, it will go to the Santa Claus Museum & Village in that city, where the letters are responded to by volunteers with a note postmarked by the city of Santa Claus.

3. KIDS WRITE TENS OF THOUSANDS OF LETTERS.

While it’s difficult to get an exact number of the letters sent, Gail Branham, customer relations coordinator and Chief Elf at the USPS, who oversees Operation Santa Claus, estimates that they receive about 50,000 letters a year at the New York branch alone. Emily Weisner Thompson, director of the Santa Claus Museum in Indiana and author of the books Letters to Santa Claus and But What if There’s No Chimney?, estimates they get about 20,000 letters annually.

4. IT’S AN ALL-HANDS PROCESS.

With such a heavy volume, those working to answer Santa’s mail need plenty of help. On any given day during the season at the Santa Claus Museum, there are seven to 10 volunteers (a.k.a. “elves”) opening and responding to letters throughout the day. “The few who are here most days of the week are really efficient and they can pump them out,” Thompson tells Mental Floss. Every night in December, the museum has at least one group—a small business, high school students, elementary school teachers, and so on—who come in to answer a stack of letters over several hours. All told, Thompson estimates they have about 250 volunteers throughout the month.

At the USPS, it’s a similarly diverse group of answerers lending a hand. “For some companies, it’s part of their holiday protocol,” Branham says. “They get letters for their organization and deliver it among the coworkers. It’s a group effort for a lot of people.” She describes a group of “big, burly guys,” who came in to the James A. Farley Post Office (home base for New York City’s Operation Santa Claus) last year but were not part of any particular organization. “They said, we just go to games, go to the bar together, and now we answer Santa letters,” Branham says. “They sat, read the letters, went shopping, bought boxes in the lobby, paid for their postage—they were here all day.”

5. IT’S A PEEK INTO WHAT’S HOT.

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Answering Santa letters gives one a good sense of the most popular toys and gifts of the year. Thompson points to the baby monkey Fingerlings, Shopkins toy figures of grocery store items, superhero action figures, and Hoverboards as a few of the popular items in letters to the Santa Claus Museum this year.

From what Branham’s seen, “Everybody wants an i-something: an iPhone, an iPad, an iWatch.” But no matter what the requests, she says, “There’s a letter that will appeal to [everyone]—some people have deep pockets, some don’t. But they take their time and look for something they can fulfill that’s within their means. They want to participate and help someone.”

6. SOME LETTERS DON’T ASK FOR ANYTHING.

“We get simple requests, and sometimes letters that don’t even have a request, like, ‘Santa, I love you, I think you’re great,’” Branham says.

Thompson describes getting “some very introspective letters,” such as a recent one where the child wrote, “Dear Santa, I’m really struggling with turning 10 this year.” Another one read “I’ve been good, please come to my house, I’d really like my dad to be smarter.”

“There’s certainly a perception that the world is increasingly materialistic and in some ways that’s true, but there is a lot of mail that comes through that is kids thinking of others,” Thompson adds, giving examples of kids asking on behalf of their siblings or parents or commenting on poverty and wider difficulties.

In other cases, kids will ask Santa about his life and Mrs. Claus, or draw images of him and his world. In some cases, the writers will even include a gift from them to the holiday saint.

“It’s amazing to see what makes it through the mail sometimes,” Thompson says. “They’ll bedazzle the envelope sometimes, or you open one up and 20 pounds of glitter falls out. It’s nice when they take the time to decorate it.”

7. IT INVOLVES A LOT OF SECURITY MEASURES.

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With so many gifts and so much private information involved, Operation Santa Claus has put a number of strict rules in place. In 2006, the organization required that every address be redacted to ensure none of the kids’ locations are seen by the members of the public. Instead, each letter is assigned an anonymous number. They also began requiring donors to present a photo ID when picking up a letter. When donors drop packages off, the postal employees match the anonymous number with the address where the gifts are supposed to be delivered. To avoid duplicated gifts and track which letters are adopted, the USPS also has created a shared database where each letter is assigned a number and tracked.

“Our No. 1 goal before anything is to protect the letter-writers’ personal information,” Reid-DeMeo says.

8. THEY’RE GOING DIGITAL.

Operation Santa Claus has taken its approach a step further this year, with the launch of DeliverCheer.com, where those interested in answering Santa’s mail can go online and adopt a letter from a New York City kid.

An outside contractor opens, redacts any personally identifiable information, and uploads the letters. The contractor has been “deputized” by the postal service to open the letters, which then go to the postal “elves” actually employed by the USPS, who “check it twice” to be sure all personal info has been removed before pushing a button and going digital. If the project is successful in New York, the USPS hopes to roll out DeliverCheer.com nationwide next year, removing much of the manual work and expanding the Operation Santa program.

“For 105 years, we’ve been doing it manually—people are physically opening and copying the letters, redacting them and inputting information into a database and with this new pilot, we’ve removed the manual handling of the letters so it’s all done digitally,” Reid-DeMeo says. “Anybody can go on there and read letters, but if you decide to adopt, you click the button.”

9. THEY HAVE A LEGACY TO PROTECT.

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Speaking for Santa carries significant responsibilities.

“To think that you’re participating in something that’s 105 years old is a huge responsibility,” Branham says. “People expect to come here every year—this is their tradition, they bring their kids, when their kids become adults they want to bring their kids and see Santa letters.”

It’s also an unstated requirement for any person answering Santa’s mail to “maintain the magic,” as Thompson describes it, speaking of Santa as a real, if hard-to-pin-down, figure.

“When a reporter asks, ‘How do you feel about answering these letters?’ the volunteers are good about phrasing it as, ‘It’s great to be able to help Santa out—he’s so busy.’ They’re all Santa believers too.”

13 Secrets of Obituary Writers

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When Chicago Sun-Times obituary writer Maureen O’Donnell sits down to assess the lives of the recently departed, she feels less like a journalist and more like a historian. “I sometimes feel like I’m a frustrated history teacher,” she tells Mental Floss. “I get to teach a lesson every day and share it with readers.”

Unlike death notices, which only recite basic facts about the deceased, or funeral eulogies, which offer impassioned remembrances from loved ones, obituaries are a written memorial of a person’s legacy published for the world to see. Instead of dwelling on death they celebrate life, from the most recognizable celebrity to the quietest neighbor. They prove that almost everyone has a story to tell, and it’s sometimes only after a passing that people realize exactly how a person has left their mark in the world.

O’Donnell recalls a 2010 death notice for a Montana resident named Jim Cole, which mentioned his interest in photographing grizzly bears. Only after excavating details of his life did she realize Cole is the only person in North America to survive two grizzly attacks, 14 years apart. “They called him Grizzly Jim,” she says. “He wore an eyepatch because the second attack left him without an eye.” (Cole died of natural, not wildlife-related, causes at age 60.)

For more on how obituary writers approach the delicate art of human posterity, we asked several of them—including O’Donnell—to tell us about their work. Here’s what they had to say about a life spent covering death.

1. THEY LOOK FOR THE “ROSEBUD” MOMENT.

John Pope, who writes for the Times-Picayune in New Orleans and assembled a book of obituaries, Getting Off at Elysian Fields, says that the goal of his work is to discover the “Rosebud” moment of an individual’s life. (That's a reference to the 1941 film Citizen Kane, and the desire of a reporter to define the mysterious dying word uttered by wealthy business magnate Kane.) “I look for ‘Rosebud,’ what makes a person tick,” he says. “When you talk to relatives, they talk about how he loved family, how he loved life, but you need to keep going and dig deeper.”

In 2009, Pope was tasked with profiling William Terral, a beloved pediatrician and gardening hobbyist. While the former was a noble career, Pope found his real jewel in the fact that Terral was once so struck by the bag of plasma separated from his blood during a medical procedure that he took it home, hung it from an IV hook, and pumped the liquid into the ground to see if it would help his garden grow. “His hibiscus flourished,” Pope says. So did his obituary.

2. IT’S ACTUALLY A PRETTY UPLIFTING JOB.

The stereotype of obituary writers toiling under the shadow of death, constantly aware of the fragile nature of life, isn’t exactly accurate. According to Pope, some family members have such fond memories of the deceased that talking to them can provoke a lot of amusement. “With Edward ‘Bud Rip’ Ripoll, a saloonkeeper, I had to ask his daughter to stop because I was laughing so hard and the stories were so good,” he says. (Ripoll was a Budweiser fan, and his urn was inscribed with the dedication, “This Bud’s for you.”)

O’Donnell describes it as “uplifting” work. “You’re frequently writing about people who made a difference in the world, large or small. The end of life is always sorrowful, but with someone like Mary White, who lived to be 93 and started the La Leche League [to normalize public breastfeeding] in her living room that now has tens of millions of members across the globe, that’s inspiring.”

3. THEY SOMETIMES KNOW WHEN DEATH IS IMMINENT.

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Obituary writers have all kinds of information channels when it comes to mortality. Funeral homes may call to notify them; death notices in their paper or in another might provide a clue that a lesser-known person’s life is worth investigating further. Or they may simply be tipped off that the end is near. “For Barbara Harris, who was a founding member of Second City, one of my co-workers heard she was ill,” O’Donnell says. “I was able to prepare the obituary in advance, so when the time came, there was something comprehensive for readers available.”

Other times, that information can be a little off. When an editor was sure a prominent celebrity was going to die, Pope was told to prepare a lengthy obituary. “It was Paul Prudhomme, a chef who a line editor was convinced was going to launch to glory at any moment," Pope says. “He died 27 years later.”

4. THEY NEED TO BE READY FOR AN EMOTIONAL DELUGE.

Mike Bodine, who writes for the Sheet in Mammoth Lakes, California, says that an obituary writer will often be the first person a relative of the deceased has spoken to in depth about a loved one’s passing. “They can be really distraught,” he says. “It’s a matter of waiting it out while people just let their heart out. You can’t always use what they’re saying, but just listening and being patient can help open people up. It can feel a little bit like handling the body itself. You don’t want to push people.”

5. THEY CAN GET CAUGHT UP IN FAMILY SQUABBLES.

Phoning family members to collect memories of the recently deceased can be a sobering experience. Bodine says that children of the deceased can sometimes try to use an obituary to vent about personal vendettas. “When someone has passed and a lot of money and kids are involved, it can turn into animosity,” he says. “Someone will say a sibling is screwing them over on money. It’s just distortion you have to wade through.”

6. FAMILIES CAN GET UPSET AT THEM.

While an obituary writer’s job is to celebrate life, that doesn't mean they exclude the less-flattering components. When he was writing about a local politician, Pope discovered that he had once been to prison for misappropriating campaign funds. When he mentioned that in the obituary, the man’s daughter phoned in an uproar. “She asked why we were doing that. I told her it was because it was the truth.”

O’Donnell has had similar experiences. “Unfortunately, in Chicago, a lot of politicians have been investigated and convicted of corruption," she says. "It gets reported at the time it happened and readers would have known about it. It would be a disingenuous, fraud obituary if you didn’t include it.”

7. OTHER TIMES, PEOPLE LIE.

Family members may also omit certain facts. Because obituaries are perceived as the last word on many people, relatives and friends sometimes lean into the idea it should be a hagiography. “With [socialite] Mickey Easterling, no one was going to tell me her age,” Pope says. “I had to cite public records, which I’ve never had to do before.” On another occasion, the deceased’s loved ones refused to inform Pope that a suicide had occurred. He found out the truth months later, after listing the cause of death as “undetermined” in the obituary.

8. IT’S BETTER TO DIE ON CERTAIN DAYS THAN OTHERS.

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If you want a well-read obituary, try to die on a Friday. According to Pope, people who expire that day of the week are more likely to be targeted for inclusion in the Sunday edition of the paper, which affords more space and more time for the obituary writer to do a thorough job. “Dying on a Friday will get you more play on a Sunday,” he says. Holidays are also ill-advised times to make an exit, as reporters with dedicated beats (politics, movies, sports) aren’t usually around to assist in reporting notable deaths in those fields, and readership is down.

While you'd think the dying and their associates would have more pressing issues, sometimes they prioritize that recognition: In 1936, King George V's physician injected the monarch with enough morphine and cocaine to hasten his death in time for the next morning's papers, rather than the less-desirable evening editions.

9. PEOPLE CAN BE A LITTLE NERVOUS AROUND THEM.

When an obituary writer becomes well-known in the community, their very presence can portend bad news. If Pope needs to phone someone for any reason other than someone’s passing, he’ll sometimes begin the call by saying, “It’s Pope. No one died.”

That slight unease can work both ways. Once, Pope walked into a social gathering where three people whose obituaries he had already written and banked for future use were standing. “I just kind of stopped,” he says.

10. THEY GET INVITED TO FUNERALS.

Obituaries are often treasured by families who appreciate how a writer has summarized and memorialized the deceased. Sometimes, that gratitude can extend to invitations to come to the funeral. “That happens with some frequency,” O’Donnell says. “I went to the services for a rock concert roadie, who I didn’t know, but he worked a lot of rock concerts I went to the in 1970s. I met a lot of people there who went to the same concerts.”

Other times, they’ll be dispatched to cover the funeral for the purposes of writing a piece. “I went to Al Copeland’s funeral, the founder of Popeyes Chicken,” Pope says. “There were 24 white Bentleys, a horse-drawn hearse, and a band playing ‘My Way.’” The solemn music continued until the procession reached the grave, at which point they broke into “Love That Chicken From Popeyes.”

11. CERTAIN PHRASES CAN ANNOY THEM.

Work the death beat long enough and certain recurring phrases begin to wear on a writer’s patience. Pope dislikes using the term the late to precede a decedent’s name. “What’s the point?” he says. “Can we get over that?” He also dislikes funeral service because “it’s redundant,” and avoids using “natural causes” as the reason for a death whenever possible, because it's non-specific. "Always get the cause of death," he says.

12. SOME PEOPLE USE OBITS TO TAKE REVENGE.

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O’Donnell says she's struck by the more contemporary practice of “revenge” obituaries, which are penned by family members and tend to criticize their departed relative for allegations relating to abuse or other personal reasons that have prompted a vendetta. Pope recalls a time when a widow sent in a death notice to his paper claiming her late husband’s law firm had sent him to an early grave. “We spent a day with lawyers de-fanging it,” he says.

13. THEY HAVE THEIR OWN AWARDS SHOW CALLED “THE GRIMMYS.”

Acting as a kind of unofficial trade organization, the Society of Professional Obituary Writers invites devotees of the dead to exchange information on their work and attend functions like ObitCon. Each year, awards—known as the Grimmys—are awarded for best long- and short-form obituaries, as well as for lifetime achievement. The trophy resembles a tombstone. “I was nominated last year,” Pope says.

11 Secrets of Tour Directors

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Tour directors get paid to travel the world, dine at incredible restaurants, and sleep in comfy hotel beds. Of course, there’s a lot more to the job than merely hoisting a brightly colored flag and rattling off pertinent facts. Some would even describe the work as exhausting, both physically and mentally. Unlike tour guides—who provide local expertise about a city or attraction and generally don't have to travel far—tour directors book gigs across the country or abroad via tour operation companies, handle the pre-trip planning, and conduct the tour, all while fixing the problems that pop up along the way. To find out what their day-to-day work is really like, Mental Floss spoke with three tour directors (or managers, as they're also known). Here’s what they had to say about an occupation that many label a “dream job.”

1. FORMAL TRAINING IN TOURISM ISN’T REQUIRED.

While some tour directors hold certificates in tourism and hospitality management, this isn’t a strict requirement, and professional directors come from a range of educational backgrounds. Kimberly Fields-McArthur, an American tour director based in Australia, has a degree in biblical studies and archaeology, and Anne Marie Brooks, a former tour director turned cruise ship worker in Orlando, has a background in musical theater.

More important than education or training: their skills. Tour directors must be highly organized, adept at speaking in front of large groups, and people-oriented. "A lot of it is a personality thing versus a training thing," Brooks says. "You can’t train someone to have a personality to work with people.”

2. WHEN THEY’RE ON A TOUR, THEY’RE ON CALL 24/7.

While they might get to spend the night in a nice hotel, the sleep of a tour director is often interrupted. Brooks, who used to lead city tours for high school performance groups, recalled a time when a large group of rowdy, drunk men stayed on the same floor of a hotel as the girls in her group. Although she was staying on a different floor, she received word around 3 a.m. that the boozed-up bros were making some of the girls—and adult chaperones—uncomfortable, so she went down to the front desk to sort it out. No other rooms were available, but the hotel agreed to hire a security guard to sit in the hallway for the duration of their stay.

Similarly, Fields-McArthur says she’s been forced to respond to issues in the middle of the night quite a few times. “One of them was a gentleman who made a very bad decision about what height he could jump into the pool from and ended up breaking his foot,” she says. “That was 2 o’clock in the morning.”

3. THEY HATE IT WHEN YOU CALL THEIR JOB A “FREE VACATION.”

“There’s nothing about what I’m doing right now that is me on vacation,” Fields-McArthur says. “If I am on vacation, it means I am not doing my job and you are probably not having a good time.”

Kathi Thompson Cullin, a tour director based in Grand Rapids, Michigan, adds: "I was up at 6 o’clock this morning and didn’t go to bed until midnight doing my paperwork.” When they're not traveling, they're handling all the pre-trip arrangements: crafting the itinerary, ordering tickets for activities, taking care of transportation and lodging, and following up with venues to make sure they haven't forgotten about their reservations (a common problem). Plus, there's the added challenge of shepherding dozens of people around a city that's unfamiliar to them, which isn't exactly a walk in the park, either.

4. THEY GO THROUGH A LOT OF SHOES ... AND LUGGAGE.

If you’re looking for a job that forces you to stay active, tour directing might be the profession for you. Thompson Cullin and Brooks say they walk so much they burn through three or four pairs of sneakers per year. (Pro tip: If you’re looking for comfy travel shoes, they both swear by their Skechers.) Suitcases tend to be another casualty of the job. Thompson Cullin says she stopped buying expensive luggage because it would just end up “beat up and broken with the wheels off” by the end of the year.

5. THEY’RE TRAINED TO ANTICIPATE THE WORST ...

People get lost. Accidents happen. Natural disasters strike. Tour directors have to be prepared for the worst-case scenario. “If I’m leading a trip to Indonesia, I need to know volcanoes might be part of the process of being there, and earthquakes might be part of the process,” Fields-McArthur says. So educating herself about potential disasters—and how to deal with them—is part of her pre-trip research.

Things can go wrong with the guests, too. "I’ve had trips where people have gotten very sick," she says. "I had one trip where I had seven people end up in the hospital at different times for completely different reasons. I’ve seen broken bones and illnesses and hospital stays for days on end, where we ended up having the trip continue on to a different country and we had to leave them behind.” (In those instances, the tour director notifies the tour company, which follows up with anyone injured and left behind to ensure they have travel arrangements once they recover.)

6. ... BUT IF SOMETHING LESS SERIOUS GOES WRONG, YOU PROBABLY WON’T KNOW ABOUT IT.

Problems arise more often than you’d expect. A misspelled name could result in the hotel not having any record of a 50-plus person reservation—this once happened to Thompson Cullin—and businesses often forget that large groups are scheduled to come in on any given day. “So many things go wrong on a day-to-day basis that our guests will never know about,” Brooks says. One time, a restaurant she took her group to was understaffed, so she stepped in, grabbed a pitcher of soda and plates of food, and started refilling their glasses and serving them—all while playing it off like she was merely mingling with the group.

The job is hard work, but tour directors never let it show. Fortunately, Thompson Cullin was able to fix the hotel reservation error before her guests ever found out about it. “Think of me as a duck floating on the water,” she says. “To the human eye I’m looking very peaceful floating along, not a care in the world, but underneath my feet are paddling like crazy just to stay afloat.”

7. THEY REALLY LIKE TALL PEOPLE.

While guests do get separated from the group from time to time, tour directors do their best to avoid it. In addition to holding a flag or umbrella at the front of the line to help guests find their way, they have another trick up their sleeve: “What I usually do is try to make friends with somebody who’s very tall in the group,” Fields-McArthur says. She'll ask if they'd mind being the last person in line; that way, when she looks back and sees their head bobbing above the others, she knows that the group didn’t get split up. (Of course, this doesn’t stop the occasional straggler from ditching the group any time they get distracted by a gelato shop or chic boutique.)

8. SOMETIMES THEY HAVE TO BREAK UP FIGHTS.

When you take a big group of strangers from diverse backgrounds and send them on a trip together, it doesn’t always end well. Thompson Cullin said part of her job involves playing mediator and preventing disagreements from escalating. The most extreme example of this is the time when she had to physically break up a fight in the hotel lobby between two women who weren't getting along on her tour. When tensions reached a boiling point, one woman raised her arm to hit the other, but Thompson Cullin arrived in the nick of time. “I grabbed both of their arms and said, ‘Come with me now,’” she says. They did cooperate, but only after they received a warning that they’d be kicked off the tour if they continued to quibble.

9. THEY OFTEN DEPEND ON TIPS.

The median wage for travel guides—those who "plan, organize, and conduct long distance travel, tours, and expeditions for individuals and groups"—is $25,770 annually or $12.39 hourly, according to 2017 data from the U.S. Bureau of Labor. However, Fields-McArthur says many U.S. tour companies pay directors by the day, and wages range from $100 to $300 per day (on the lower end of the scale) to roughly $400 per day for higher-paying jobs. For directors in the former camp, tips are essential. “On some of the older adult tours, sometimes they give you $5 in an envelope and say, ‘That was the best trip of my life,’ and you’re like, ‘Great, I can’t pay my bills now,’” Fields-McArthur says with a laugh. If you’re on a tour and you're unsure how much to tip, check the information packet provided by the company. They usually include tipping guidelines.

10. THEY MEET SOME INTERESTING CHARACTERS.

Tour directors see a steady stream of fascinating people from around the world. One of the most memorable characters that Thompson Cullin ever encountered was a “sweet little old man” from New Jersey on a tour of Sedona, Arizona, who happened to be an ex-con and “retired” member of the Mafia. “He said to me at lunch, ‘You know what Kathi, I like you. You got moxie. Here’s my card. Anybody ever gives you trouble, you call me and I’ll take care of them,'” she says. She thought he was joking at first. He wasn’t.

11. THEY NEVER GET TIRED OF THE AMAZING SIGHTS.

Sure, they may get sick of certain activities—Brooks, for example, has had her fill of Radio City Music Hall—but awe-inspiring sights like the Grand Canyon become no less impressive with repeated viewings. “I never get tired of it. That’s probably the one question I get asked all the time,” Thompson Cullin says. She also enjoys witnessing how her guests react to the sights they’re seeing. “My biggest perk is to see people’s faces transform into childlike wonder when they see things for the very first time—things that they have always wanted to see.”

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