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Wednesday, 27 July 2016


No, this is not a post about hair. Today I'm talking about telephone extensions and how people use them

We have several such extensions at my workplace, and just for fun, I dialed the library's main number to verify what directions people receive when they call. After being informed of our name of business, customers are advised to:
  • press 0 for an operator at any time
  • press 1 for Branch 1
  • press 2 for Branch 2
  • press 3 for Branch 3
  • press 5 for information on renewing materials
  • dial the 3-digit extension of the party they wish to reach, assuming they know what  the extension is
  • press 8 for a staff directory
At no time are they offered the extension number for the desk at which I sit. At this point in my exploration, I checked our library's website. Sure enough, the extension for the Information Desk is there, albeit considerably way down on the page.

Still, I am puzzled. Why, you ask? For this simple reason: not infrequently we receive calls at the Information Desk that go like this:

Me: X Library, Susan speaking. How may I help you? 

Customer: Could I please have extension 1-2-3?   

Me: ???

Of course I really say 'yes' and put them through, but it boggles my mind why they dial my extension when they know the extension they want to reach.

I like to think I'm a fairly intelligent person, but if anyone can explain this to me, I'd be most grateful!  


  1. You said it! I had this happen again just this morning. K

  2. Replies
    1. They sure do, Susan! (Love your name, by the way! LOL)


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