That was an odd response. I have always used the neatline, I wonder why the employee didn't think that was a normal function of map making. I wonder if Esri seems to think we don't actually create maps anymore that are printed out. Trust me, I still have to print out maps A LOT! Webmaps have plenty of good uses but when you are dealing with the public, many times you just have to push print.
Josh White, AICP
Principal Planner
City of Arkansas City