AUGUST 27, 1998-vol30n1: Questions & Answers

VOLUME 30, NUMBER 1 THURSDAY, AUGUST 27, 1998

Questions & Answers

Sally Pasternak is University Information's head operator. She is retiring this week after answering the phones at UB for more than two decades.

How many calls does University Information receive each week?

Not all calls to the university come through the switchboard, however about 8,000 calls are a normal week and 14,000 calls around the beginning of classes.

How large a staff does University Information have?

We have two full-time operators, one part time and four students who help us evenings and Saturdays.

What's the most frequently asked question you and your operators receive?

The questions we answer are varied-each one is a challenge. Right now callers might ask "When do classes begin?" or "Who is your president?" or "When is spring break?" Others might ask for the Admissions Office, student dormitory numbers or the Center for Arts ticket office. A very popular request is the dental clinic number.

What's the most memorable call you ever received?

In the 24 years I've been answering calls to UB, we've had many memorable ones. One I remember-a call came in early in the morning from China. The caller kept speaking Chinese. We could not communicate, but he was very persistent. The switchboard was located in Goodyear Hall-a dormitory. We had a very nice Chinese man living in the room next to our office. We ran over to get him to take the call. He came over in his pajamas and slippers, but first asked if the caller was speaking Mandarin. After a laugh or two, he proceeded to take the emergency message and return to his dormitory room.

How has people's telephone etiquette changed since you've been answering the phones at UB?

People are usually kind and patient, but-then as now-they forget to keep a pencil close when taking a number or information. It is so much more important now, with not only a seven-digit number but an extension to go with it. Sometimes it totals 14 digits.

Have the kinds of questions also changed over the years?

Everyone wants information they can't obtain elsewhere. Timing is a factor, since we are open 8 a.m.-8 p.m., whereby offices close at 5 p.m. You might refer to us as problem solvers. Last year, a mother called from New York City to tell us her frantic daughter called her from a pay phone "on campus" stating she could not find her classroom or building. When we helped her with the information, she called her daughter back at the pay phone and told her where her class and building was located.

What do you enjoy most about your job?

People are so appreciative. One time a caller said we were "incredibly competent" and another said we were "impressive." Both present and retired operators were very cooperative and liked representing UB. It is very gratifying. I never "didn't want" to go to work.

Do you use the telephone a lot when you're not working?

When school starts in September or January, I tell my friends "don't call me, I'll call you!" It is so busy, sometimes I answer my home phone with a salutation of "Good morning-University at Buffalo."

Some colleges have automated tapes when you call the general number. Are you in favor of them or against them?

I guess that's the new technology-but many people will tell us how wonderful it is to hear a human voice. Sometimes we are so fast we are asked "are you real or are you a recording?" I'm not in favor of an automated operator-I call it "touch-tone torture."

What's something people don't know about you and should?

I'm just a couple courses short of earning my bachelor's degree. I may be back to take some courses. Also I collect telephone paraphernalia-someday I hope to pick up an old fashioned "cord" switchboard.

What question do you wish I had asked, and how would you have answered it?

Q: Who was the most memorable person who called the switchboard regularly?It was Milton Plesur. He called us regularly. We knew his voice. When he reached a busy signal on a given number, he would call us back for our "secret number." He always referred to us as "Operator Darling."

By the way-the Reporter number is 645-2626.