Technology is wonderful. Without it, appendicitis would still be a fatal disease. But technology is not uniformally perfect. I don’t want to get off on a rant, but herewith a list of egregious examples.
1. There is absolutely no reason why computer shoftware should print numeric months. We’ve all seen dates like “04/11/99". Is this April 11th or 4th of November? It is purely due to programmers’ incompetence and lazyness. And I speak as a programmer. We have a rule in my company: always print alphabetic months.
2. Ever call a 1-800 number in the U.S., only to get a nasal voice admonishing you that “the number you have dialed is not available from your calling area”? The cost of a ‘toll-free’ call is paid by the company receiving the call. Either they consider that Canada is not worth the extra cost, or (more likely) their local telco failed to inform them of the option. The advertisement often doesn’t even list the real number, with area code. And if you call directory assistance (800-555-1212), they won’t give you the real number, because, hey... that’s not their job.
3. Voice mail... don’t get me started. It’s not the technology that’s at fault, it’s the way it’s used. Ever call a number, go through their six options, and realize not one of them fits your problem? You get lost in a frustrating labyrinth of circular, ambiguous loops ending in a click and a dial tone. Voice mail is so evil that several U.S. state governments have banned the use of voice mail by government employees, who hide behind it and use it as a shield to isolate themselves from pesky callers.
Many companies use voice mail exclusively. They think they’re saving a few dollars by replacing the receptionist with dumb voice mail. A pittance compared to the customer ill-will they are generating.
4. E-mail can also be used as a barrier. I have sent numerous e-mails requesting information, to companies from whom I have never received a reply. Lots of money is spent building web sites, and no controls are put in place to monitor response times and customer statisfaction levels. E-mail is a black hole: people can easily dismiss your request by saying “Gee, your message must have gotten lost...” I wish e-mail were as reliable as the post office.
Other pet peeve: people who ‘ditto’ the entire text of an e-mail when they reply.
5. Credit card renewal: Have you called to have your new credit card validated? You’re prompted to punch in the number on the telephone keypad. Then a human comes on the line... and asks you to repeat the number! As an information technology professional, I seethe. Why make me key in the number if your lame systems can’t capture it? Is my time so insignificant that you can amuse yourself to have me enter a sixteen-digit number for no valid reason? Eschew redundancy. (Actually, it’s a ploy to sell you insurance).
6. Airlines: ever since my luggage went to Santiago, Chile (call letters SCL) on my last trip to Salt Lake City (SLC), I use a carry-on bag. Ever get on the plane, only to find the compartment above you has been filled with bags from people three rows back? And the stew gets on your case because there’s no room left for your bag? Grrrr...
7. Large numbers with no commas: Quick, is 314159265 millions or billions? Would it kill the programmer to insert commas? 314,159,265 is much more legible. Again, lazyness and lack of consideration for the user.
Anyway, it’s just my opinion. I could be wrong.