AA, apparently, saves millions by not printing them. Most of our fliers are e-mail and internet savvy. I think we should have online SOS's where you can go to AA.com and punch in a flight number and the persons name to acknowledge you thought they did a great job. Then the company has a way to acknowledge it and the employee will receive notification that they had good feedback. No paper, no waste.
Letter writing itself is a tedious business. Many people say they thought you were great and that they will write a letter and don't. If you have a simple, pre-written, form that you only need to punch in two things then I think more people would do it.
The SOS programs flaw was that AA management never saw the SOS's unless you photo copied it for them to put in your file. Most of us just saved them up and turned them in for INTL first class or Hawaii tickets. When you redeemed them at the ticket counter your manager never saw them.