Metro art
Middlebury — Back in kinder, gentler days when telephone prefixes incorporated quaint names, such as HEmlock 4-6523, a person could pick up an AT&T- Bell-Western Electric rotary or Touch-Tone telephone and generally—perhaps with a little assistance from an operator or a receptionist—reach out and touch someone inside a business or public service agency.
But with the advent of the analog telephone tape-answering machine of the 1970s and the complicated electronic routing systems of the 1980s, it became increasingly difficult to track down an individual—especially when the person worked in a government agency or a public institution.
By the 2000s, digital communications technologies had evolved into complex, unfriendly systems that benefited the organization not the consumer or public. These telephonic systems became tailor-made for public officials in both good and bad ways.
Automated voice systems provide, first, an easy way to get in touch with the public—so called robocalls often made by elected officials when they need to brag or get a vote—and, second, an easy way to hide from the public’s view, especially when the public is trying to get in touch with them with a personal concern or general complaint.
Now, add to our modern telephonic devices the all-embracing (but not always welcome) Internet and we have an even greater communications labyrinth to navigate—from business to government.
Recently, I attempted to contact an official at a taxpayer-supported Vermont public institution regarding a personal matter. There was only one telephone number provided to call, and since I didn’t know the person’s extension number, I knew I was not going to find the person easily.
After reaching a department receptionist who rang the extension for me, I was surprised not to have an opportunity to leave a recorded voice message. Instead, the extension rang interminably. I was unable to get back to the receptionist (without redialing). Eventually, I hung up.
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