January 20.

I had to report a minor telephone fault to British Telecom by dialling

151. I was greeted by a recorded announcement which told me that I was

on a call-queueing system. The announcement was repeated five times

before a real human being answered. I don't remember waiting so long

with the old manual system.

More out of curiosity than anything else, I asked the geographical

location of the voice. The answer was Lincoln!

I don't doubt that the world of technology can produce wondrous things

but I have grave reservations about the wisdom of allowing such

centralised folly. Am I alone in feeling that the dulcet tones of a

local accent are both reassuring and give the impression that my

telephone is cared about by someone in the immediate vicinity?

My nationalism is once again fired up by this apparent triviality. I

hope managers in charge of large organisations everywhere will begin to

realise that they are becoming increasingly divorced from the very

people they claim to serve by continually seeking ridiculous ways to

save money.

Dave Stewart,

50 Cranworth Street,

Glasgow.