22

Hate voicemail? Check this message...

Voicemail button

To view this content, Javascript must be enabled and Adobe Flash Player must be installed.

Get Adobe Flash player

TEXT OF STORY

Kai Ryssdal: What if I told you Lehman Brothers was a phone call away from being rescued last fall? And what if I told you that a private bailout never happened because Warren Buffett didn't know how to check his voicemail? That would all be true.
Buffet himself said so at a conference out here in California this week.

But even when the fate of the global economy is not on the line, voicemail is a curious beast. First we all hated it because the reason we were calling in the first place was to talk to a real person. And then we all learned to love it because we didn't have to talk to a real person anymore. Then e-mail, and texting and Twitter took over, and now saying anything at all is practically obsolete.

Beth Teitell has more now on the latest effort to rekindle our love affair with what comes after the beep.


BETH TEITELL: Hate's a pretty strong word, but ask people how they feel about those voice messages clogging their inbox, and, well.

JA-NAE DUANE: I hate it. There's no deal. I prefer to either speak with someone in person, get a text, get an e-mail, whichever's quicker, but leaving me a soliloquy, and then me having to rehash that with you on the phone later on, is just not something I'm into.

That's Ja-Nea Duane. She runs her own business, near Boston, and confesses without shame that she waits weeks to retrieve some messages, and automatically deletes many others without so much as a listen. Even those from her mom.

DUANE: She's like, 'Didn't you listen to my message?' and I'll say, 'No. You know I won't.'

Cold-hearted? Perhaps. But not uncommon. A survey commissioned by Sprint found that people younger than 65 responded much faster to a text than a voicemail. In an age of instant communication, voice mail has come to feel almost as archaic as a telegram. It can't be searched, easily forwarded, or surreptitiously checked during a meeting. Then there's this...

VOICEMAIL: Listen one. Send two. Personal options...

It's no wonder were not rushing to the inbox.

SAUL EINBINDER: In a conventional voice mail system, we see that 30 percent of messages can linger for three or more days before being retrieved. About 20 percent of people won't even check their messages once a month.

That's Saul Einbinder. He's a senior vice president at uReach Technologies, a firm that designs voice-messaging systems for Verizon and other phone companies. As you'd expect, he's kind of defensive about voice mail.

EINBINDER: Frankly, I think we're missing a really important part of the story.

That would be what he calls the "rebirth" of voice mail. With hostility toward traditional voice mail growing, a number of companies are starting to offer services often for a fee that give customers more control. That's right. First they make voice mail a nuisance to use, then they charge you to simplify it.

EINBINDER: Some carriers are actually getting revenue from this, and the way they're doing it is by introducing these technologies that provide for instantaneous retrieval.

That means none of those annoying prompts. Then there are services that go even farther. They take the voice itself out of voice mail. James Siminoff is the CEO of PhoneTag. His company transcribes voice mail into text and sends it to your inbox. He says it takes a mere seven seconds to read a message that it takes 79 seconds to hear. That's a nice time savings, but won't people miss the sound of their loved ones' voices?

JAMES SIMINOFF: They're typically not leaving long voice mails about how much they love you. It's actionable information that they want you to act on, and by acting on it, you're making your loved one a lot happier than listening to her voice five to six hours after your son has been waiting at the school for you to pick him up.

And if you need help texting, your son can probably can give you some tips.

In Boston, you've reached Beth Teitell for Marketplace. After the beep, please don't leave a message.

Pages

Ja-Nae Duane's picture
Ja-Nae Duane - Jan 11, 2010

Thank you again for this segment. I am amazed at how a topic like this can bring people out of the woodwork. Everyone has needs and based their preferences around those needs.

How do you handle voicemail?

Best,

Ja-Nae Duane
www (dot) Twitter (dot)com/TheSunQueen

John Owens's picture
John Owens - Nov 13, 2009

It sounds like you guys should be drinking from one of our mugs. Check out the Association at IHateVoiceMail.Biz. I'm a card-carrying member.

Bobi Gibson's picture
Bobi Gibson - Sep 24, 2009

If you don't like voice mail, don't even have it! Now that's a thought!

Bobi Gibson's picture
Bobi Gibson - Sep 24, 2009

For people 65 and younger,you will never know the joy of a love letter. You will never know how to properly write a thank you note. All you will know is how to use computers and cell phones. I can't help but think how sad this world has become! Oh just one more thing-DON'T FORGET TO CALL YOUR MOTHER!

Barbara Zee's picture
Barbara Zee - Sep 22, 2009

My phones, landline & cellular, are mine. If I don't want to answer them or reply to voicemail, I am not being rude. Simply because I have communication devices does not mean I have to respond to them. I also have a front door, but I hope you don't think I am obligated to answer every knock on the door. We all have the right to down time without intrusion.

Stacie Tucker's picture
Stacie Tucker - Sep 21, 2009

>The unrecognized opportunity here is a method that allows freedom for a message to begin one way and arrive in another<

Well, that's what PhoneTag is offering, in a limited way. Why aren't the _cell_phone_companies_ exploiting from this, instead of a 3rd party?

In defense of voice mail, I hate it when people call and DON'T leave a message, because then I don't know why they called (or how urgent it is.) I think it's even a little rude. Especially if it's a number I don't know! I'd much rather listen to a message than wonder what they wanted. Then I can get right to the point when I call them back.

Jerry Peek's picture
Jerry Peek - Sep 19, 2009

I'm one of the people whose voicemail greeting says "please feel free to leave a detailed message" as well as "thank you".

If someone leaves a long message that's mostly hot air, I do other things -- like checking email or handling paperwork -- as I listen for the important parts. It's an efficient use of my time. It's also courteous for callers who either aren't in a place to or can't use a keyboard.

(Sarcasm ahead: As for cutting a 79-second voicemail down to 7 seconds, I think that's not enough. I want to spend a maximum of two seconds per business contact or friend, and one second would be better. How frantic can we all get??)

Louis Mueller's picture
Louis Mueller - Sep 19, 2009

The reasons I do not despise voice-mail are:

1. I am not in business, so I do not need instantaneous contacts from customers.

2. I adhere stubbornly to an "old-fashioned land-line" phone, with a built-in answering system. I detest cellular phones, because of their obtrusiveness and because I do not want a radio transmitter pressing against my head.

Listening to messages on my phone requires pressing a single button. Advancing or backing through messages requires pressing just one more button. Very convenient.

If necessary, I can call to my phone while away and retrieve messages. Fortunately, this process is reasonably simple, but it enters into the labyrinth that so many readers find excruciating.

For the millions who are not, or choose not to be, in my position, I understand their disaffection, but I agree with previous writers that those who ignore their voice-mail are boorish, self-centered, and impolite. If they don't like the service, they should disable it.

However, having been subjected to phone-service voice-mail systems, I totally agree that many of them are ridiculously difficult and annoying to use. The people who plan and configure these systems seem to be intoxicated by the technology. They do not understand the "Apple concept": products should be as simple as possible to use, while the technology works in the background.

Heather Teysko's picture
Heather Teysko - Sep 18, 2009

I'm also one of the 20% of people who don't listen to voicemail. I actually say in my outgoing message that email is quicker for people if they have an urgent need. I can't pinpoint why I hate it so much. I just do.

I wish I could use google voice - I signed up for an invitation a few weeks ago and haven't heard anything yet. Is there anyone out there who can send me an invitation? I'd love to try it out. It sounds fantastic!

clarke thomas's picture
clarke thomas - Sep 18, 2009

I hate voicemail, in my previous job I was constantly cold called by salesman & survey groups. If I didn't recognize the area code I didn't pick up the phone.

I learned of Phonetag.com from a friend online.(@fredwilson) So I gave it awhirl, you can forward your calls and/or a wav file to the service & they'll send you a transcribed e-mail(+ txt stating that one is coming).

I had read someplace that reading is quicker than listening...all I can say it has made my life a lot easier & less stressful.

I've heard people are now using GoogleVoice as another service as well.

Pages