Technology - Feb. 28, 2000

Regarding your Feb. 22 article on how technology is increasing productivity, I question the definition of productivity or efficiency. What is actually happening is that companies are having their customers do much of the work previously done by employees. Waiting for or wading through a phone tree, punching in your account a few times or having to redial and not being able to contact one unique individual to handle your account leads to efficiency for the company but added time and frustration for the consumer.

There are very few “advances” that do not require a learning curve that is much higher for all consumers to learn, as opposed to teaching a small group of employees to do the same task. We are being asked to do everything from what used to be done by receptionists to digitally encoding our tax returns. Who is reaping the benefits of this efficiency?

HARLAN LEVINSON

Los Angeles