Consumers will be losers as more businesses hang up on voice mail

[Commentary] Voice mail s dying — has been for years, apparently. And that's not necessarily a good thing.

It's inevitable that the technologies of the 20th century will give way to those of the 21st. Communication will reflect the needs of a society that is increasingly tethered to digital devices. But the playing field now clearly favors the business world, which can dictate the terms of any conversation with customers. That can exacerbate your frustration if you've got an issue to resolve. "If you have a problem, you want to be expressive," said Jonathan Barsky, an associate professor of marketing at the University of San Francisco. "Voice mail allows you to do that. If you're just texting or sending an email, you're taking the emotional component out." Worse, he said, an inability to connect with another person, even by voice mail, may discourage some consumers from seeking help.