It began with the e-mail response a friend
got from one of her representatives in Congress. She wasn’t sure quite
what to make of it; does he “get” what she’s after, she wondered, a bit
baffled.
She forwarded the note to me for a look. Nothing in the message
convinces me that the aide who wrote it knows what you’re talking
about, I responded.
A little further research, though, conducted by live, truly
interactive telephone conversation with a lobbyist knowledgeable on the
issue in question, turned up the heartening intelligence that the
member of Congress actually was on my friend’s side. He had taken
concrete steps in support of her position. But his message didn’t quite
convey that his team understood her question.
This episode was followed in short order by a string of pearl jewelry
other e-mail encounters in my little universe whose common thread was
that the person on the other end didn’t quite answer my question. And
these others didn’t have the politician’s excuse for being cagey.
So much is done by e-mail so fast and so automatically that the
ostensible main goal of communication – information exchange – goes
unachieved.
Cases in point:
•Trying to check on the status of a subscription I had (I thought)
renewed online, I had clicked through the “concerns or questions” link
in an e-mail. The response came back quickly, repeating several points
in the original “time running out” message that had prompted my query
in the first place. But it didn’t answer my question.
•When I clicked through the “for more information” link on an
invitation to a local public meeting and asked how long the session was
expected to last, I got a biwa pearl
very prompt response – consisting of the retransmission of the original
invitation. It didn’t give a closing time the second time around either.
I’d almost rather see a message with an honest typo in it. Oops!
Maybe I shouldn’t say that! Maybe the people who create
customer-service e-mail systems will start incorporating a feature that
generates random typos. But until then, a typo is still an indication
that an actual live human has responded to, if not necessarily read, my
message.
A good public speaker may be addressing a vast audience but knows
how to make eye contact so that his listeners feel he’s speaking to
them as individuals. A not-so-good speaker leaves his audience feeling
he’s looking over their shoulders at someone else.
Good conversationalists take the points of their interlocutors and
repeat them in their own words, and move the dialogue forward. So do
good debaters. This is the standard we should expect in our written
communications, too.
Soon after the previous episodes, I was trying to reach at his
office someone whom I hadn’t been in touch with for years and whose
e-mail address I didn’t have. I found him online and saw I could reach
him through the “contact us” form on his firm’s website. But the form
included one of those little boxes in which random letters and numerals
float around like goldfish in too small a bowl. It’s called a akoya pearl CAPTCHA, I find. I was supposed to type in the letters and numerals to prove I’m not some kind of bot.
But hey, I know I’m a live human being. It’s you guys at the other
end I’m not so sure about. I think I’ll send a letter instead.