Ask HN: Why do we still put up with telephone
9 comments
I think this is a generational thing. Older folks don't see phone calls as intrusive. We've grown up knowing that it is OK not to answer and just check the messages later. And the days of screening calls by letting the machine pick up.
So this: "By calling, I'm implicitly demanding his/her time right now." is just a projection of your own opinions of phones onto someone else. Likewise not knowing who to speak to - you call, let someone answer, tell them what is up, and let them point you to the correct person. No biggie. It is how communication worked in days of yore.
I'm not saying you need to change your attitude about phones - hate them all you like. But not everyone agrees with you, so if you sincerely are wondering why phones still exist, it is because different people exist.
So this: "By calling, I'm implicitly demanding his/her time right now." is just a projection of your own opinions of phones onto someone else. Likewise not knowing who to speak to - you call, let someone answer, tell them what is up, and let them point you to the correct person. No biggie. It is how communication worked in days of yore.
I'm not saying you need to change your attitude about phones - hate them all you like. But not everyone agrees with you, so if you sincerely are wondering why phones still exist, it is because different people exist.
I don't put up with it. I am unreachable by phone, and I don't return unprompted calls.
However, phone calls are unreasonably effective for dynamic information exchange. Things that take days of asynchronous back and forth can be solved in a minute. This benefits both parties.
A previous manager of mine constantly pushed me to pick up the phone, or straight up drive there. Shit got done faster, there's no denying it. This is necessary in Germany, where people book your five minute conversation a week down the road before falling sick.
However, phone calls are unreasonably effective for dynamic information exchange. Things that take days of asynchronous back and forth can be solved in a minute. This benefits both parties.
A previous manager of mine constantly pushed me to pick up the phone, or straight up drive there. Shit got done faster, there's no denying it. This is necessary in Germany, where people book your five minute conversation a week down the road before falling sick.
I assume that this rant refers to all equivalent “interruption technologies” that demand immediate attention? Video chats, instant messages, etc - any form of synchronous communication…. They’re all the same for me, making me do something others want rather than whatever I was doing before being interrupted.
And it’s not the most intrusive form of communication as I can mute the ringer and deal with voicemail when I wish. The most intrusive form is standing in front of me wanting to talk. Can’t really mute such things. Oh, sorry, that’s synergy and the added value of the office.
I find audio conversation, used correctly, to be a higher bandwidth medium than text. And far more satisfactory when dealing with those I know.
And it’s not the most intrusive form of communication as I can mute the ringer and deal with voicemail when I wish. The most intrusive form is standing in front of me wanting to talk. Can’t really mute such things. Oh, sorry, that’s synergy and the added value of the office.
I find audio conversation, used correctly, to be a higher bandwidth medium than text. And far more satisfactory when dealing with those I know.
There is an important distinction that should be made here. Your question isn't about putting up with phone calls but rather that you don't like business phone calls, whether making or receiving them.
So if we separate the call types:
Personal calls - a personal phone call gives you the opportunity to have just that, a personal connection. Sure, you could argue that the future might bring even more personal touches using virtual reality but for now I don't think your mother would appreciate an email from you as much as a phone call.
But it seems like you're really focused on business calls so let's dive in there.
When you need support - When I need help with something, I'd usually prefer a phone call because it allows me to quickly ask follow up questions or interpret nuance that I might not glean in an email. Of course, it also means that I should get a more immediate answer to my specific question. It also means that I'm in a bit more control of when I'm going to get an answer or at least I hope.
This is a HUGE advantage for small businesses over large because you can build a ton of trust with your clients by giving them a number to call that actually will provide them with answers. Of course, if you're in a B2C business you'll need to manage this wisely, but customers generally don't trust that sending in an email will net them a good answer. Answering the phone and telling them the answer is a huge customer confidence win and better, most big companies can't do this.
Believe it or not, but sales is also about a personal connection. When you're doing business with someone you want to trust the person on the other end and it is _very_ hard to build trust via email.
I think it's great that you trust that you can send mail to a large company and assume it will end up with the right person but I would much rather call the company than depend on their mailroom figuring out where to send the message.
It seems your rant here isn't really about phone calls, but instead about context switching and the interrupter being a phone call. To manage the context switching AND manage phone calls I'd recommend something like putting on a Do Not Disturb during a part of the workday and letting people leave voicemails that you can later return.
So if we separate the call types:
Personal calls - a personal phone call gives you the opportunity to have just that, a personal connection. Sure, you could argue that the future might bring even more personal touches using virtual reality but for now I don't think your mother would appreciate an email from you as much as a phone call.
But it seems like you're really focused on business calls so let's dive in there.
When you need support - When I need help with something, I'd usually prefer a phone call because it allows me to quickly ask follow up questions or interpret nuance that I might not glean in an email. Of course, it also means that I should get a more immediate answer to my specific question. It also means that I'm in a bit more control of when I'm going to get an answer or at least I hope.
This is a HUGE advantage for small businesses over large because you can build a ton of trust with your clients by giving them a number to call that actually will provide them with answers. Of course, if you're in a B2C business you'll need to manage this wisely, but customers generally don't trust that sending in an email will net them a good answer. Answering the phone and telling them the answer is a huge customer confidence win and better, most big companies can't do this.
Believe it or not, but sales is also about a personal connection. When you're doing business with someone you want to trust the person on the other end and it is _very_ hard to build trust via email.
I think it's great that you trust that you can send mail to a large company and assume it will end up with the right person but I would much rather call the company than depend on their mailroom figuring out where to send the message.
It seems your rant here isn't really about phone calls, but instead about context switching and the interrupter being a phone call. To manage the context switching AND manage phone calls I'd recommend something like putting on a Do Not Disturb during a part of the workday and letting people leave voicemails that you can later return.
I think phone and video calls are:
1. for people who don't know each other, an assurance that they are working with a real person that looks professional etc...
2. For people who know each other, I think they are mostly for fun or entertainment that people maybe don't get through text, so don't really like it, but it has its use cases when you are looking for fast urgent exchange of information.
But when we are searching for clients, we always try to book a call ASAP with the client that 100% of the time increases the client's trust in our firm and what we do.
But when we are searching for clients, we always try to book a call ASAP with the client that 100% of the time increases the client's trust in our firm and what we do.
> * Most phone calls could have been an e-mail, with screenshots, facts, and numbers in it. On the phone, the caller has to read it out aloud, and I have to write it down. That is not efficient.
- You assume people know how to use e-mail and take screenshots
- People tend to assume phone calls cannot be forged (these kind of people haven't heard yet of LLMs) while e-mails can
- It's generally easier to call someone and tell them what's needed instead of spending time thinking ahead, write down the outcome (properly), send it and follow up the response
So, basically: people are lazy. It's human nature
- You assume people know how to use e-mail and take screenshots
- People tend to assume phone calls cannot be forged (these kind of people haven't heard yet of LLMs) while e-mails can
- It's generally easier to call someone and tell them what's needed instead of spending time thinking ahead, write down the outcome (properly), send it and follow up the response
So, basically: people are lazy. It's human nature
I don't particularly appreciate calling people or getting called. But when we built our house, I fucking loved it. I could reach anybody I needed to and could solve problems right away. It was really powerful, from having a problem to talking to someone and fixing it within hours and not having to send an email, not hearing back, and having a bad night's sleep.
POTS is here to stay, at least as a fallback technology when Whatsapp voice calls fail due to no Internet.
I think a lot of people prefer phone because they can't touch type.
Why do we still put up with the telephone?
Why don't I like being phoned?
* Of all the modes of communication, it is by far the most intrusive.
* Most phone calls could have been an e-mail, with screenshots, facts, and numbers in it. On the phone, the caller has to read it out aloud, and I have to write it down. That is not efficient.
* As a company, you are expected to “pick up” the phone, and even need to hire special people for this, be it a receptionist or an entire helpdesk crew. But for small companies and small teams, this is a heavy burden.
* The mental load of context switching costs a lot. We work less efficient, or more slowly because the phone rings, and after you put the horn back, what were you doing? You need time to pick up the work again. Before you get to work, the phone rings again, and you are once more not doing what you were supposed to be doing. It looks like the Greek myth of Σίσυφος who was condemned to push a rock up a mountain but never reach the top, forever.
Why don't I like phoning up a company?
* Rarely do I know whom I need to speak to. Much rather do I send a mail that can internally be forwarded until it reaches the right person.
* I have no way of knowing if I'm disturbing a person in his work. By calling, I'm implicitly demanding his/her time right now.
/rant