In answering the phone at the library reference desk, I’ve noticed a couple funny trends - funny to me, anyway:
- When I answer the phone, I state that it’s the library reference desk, followed by “this is Josh.” This almost invariably triggers the response of “Hi Josh, this is John / Jane Doe” - the folks on the other end of the line almost always give me their full name. It doesn’t seem to matter if their question has anything to do with the circulation of library materials; if it did, having their name might be helpful, but otherwise, it makes no difference whatsoever.
- After giving me their full name, there’s usually a pause, followed by “I have a question.” Well, yes, I would hope so - you called the reference desk, and we typically deal in giving answers.
I also get “I need some help” quite a bit. Either one seems weird, though. It’s the reference desk, of course you’re calling us looking for an answer or some other form of help.
What I find a little maddening about this is that even though I’ve noticed these pecularities, I’ve caught myself using the same “oral models”, if you will. I called some place - I don’t remember where, a support line or something similar - and gave my name, followed by “I’ve got a question.” I only realized I’d done it after I’d hung up, at which point I felt like slapping my forehead.
Do any of you folks say similar things when making a call? Have you noticed any other near-pointless expressions that people seem to habitually use?
Tags: communication, people

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March 4, 2008 at 11:11 pm
Tom
Having met a very extraordinary individual, who was perhaps the most incredible person I’ve ever met, I have become aware of these kinds of things.
He’s made me aware of many issue, like, “centred on” and “revolved around” (I hear centred around all the time), “there is a man here to see you” (how can he be “there” but “here”). You don’t talk “about” something but anent it (regarding). It goes on. Another of these useless verbal assaults is the “sorry” phenomenon, where everyone is sorry for everything, especially stores when they don’t have something you want.
But yeah, I know exactly what you’re talking about. Thankfully I’ve managed to cut out much of these things thanks to this person I got to know for a few months.
It’s verbal pollution in a conversation and frustrating. But I guess it’s meant to put people at ease with each other, the ice-breaking. Imagine getting that call at the library and having someone ask you a question directly… might almost sound like a command.
I’m surprised that others have noticed this too (and also find it superfluous).
March 5, 2008 at 12:12 pm
Joshua J. Slone
“But I guess it’s meant to put people at ease with each other, the ice-breaking. Imagine getting that call at the library and having someone ask you a question directly… might almost sound like a command.”
Yeah, seems a simple social thing we learn and learn to expect. Like starting a letter with “Dear Suchandsuch”.
March 5, 2008 at 6:15 pm
Nils Geylen
I suppose these are the phatic elements of speech. They don’t mean anything, but they have a function: to check the channel of communication. Is this working, are you hearing me, is this channel open and are you listening to me. We could just say exactly that but we’ll leave that to modems
But granted, some people can be too insecure about this and come across very stilted and elaborate.
March 6, 2008 at 6:55 am
fig
Around here, when calling to order a pizza, the person answering the phone at the pizza ordering “desk” always says “Name of Pizza Joint, may I help you?”
I find the may I help you to be rather superfluous. However, I say, without fail, “I’d like to order a pizza.”
Of course, I could also be calling to order anything else on the menu.
One day I’m going to ask a question totally unrelated to making an order from a pizza joint. Like, for a bus schedule. Or I’m going to say “Yes! I need help moving.”
March 7, 2008 at 8:13 am
Josh
Tom: I must admit, I suffer from the “sorry” thing. My family has actually called me on it a few times - “Stop saying sorry for everything!”
Whoever the person was, he or she sounds interesting.
I agree that some of these expressions are good for breaking the ice, but sometimes it goes over the top. See my example below about pizza places.
Joshua: I could be wrong, but I believe when you sent me those SG-1 DVDs, there was no letter, just a note, and it did not begin with Dear Josh.
Nils: I just learned a new word (phatic), thanks. And yes, if someone called the reference desk and started out by saying “Hi, are you present and listening to me?”, I’d probably think they were a bit off their rocker.
Fig: Reading your story made me realize I do (almost) the same thing when ordering pizza. Here’s how it usually goes:
Pizza place: Hi, [name of Pizza Joint], may I help you?
Me: Yes, I’d like to place an order.
What else would I be calling a pizza place for? A taxi? Things like this and the “I have a question” are the expressions that, when I notice them, make me cringe. Even when I’m the one uttering them.
However, while they state the rather obvious, I think Tom, Joshua and Nils are all right in that if I called Papa John’s and immediately said, “I want a large pizza with pepperoni and mushrooms, and my address is [address]“, they’d think I was a jerk. They’re superfluous when it comes to information, but they still serve a purpose.
March 7, 2008 at 1:15 pm
Zeitlos
I work in a really huge company, so I use to say my full name - when I make a call AND if i answer it. Sometimes I forget to. So I pick up the phone and simply say “Hi!”. Of course there is always one of the big bosses at the other end of the line or some customer from Hong Kong or wherever.
And although I can see the name of the caller, if it is an in-house call from a colleague, I sometimes answer the phone with: “Company XY, This Zeitlos, Good Morning, how can I help you?” I guess, some of my co-workers think i’m an idiot.
March 7, 2008 at 1:33 pm
Josh
Zeitlos: See, I’d end up doing the same thing if I had to think - is this a colleague, a big boss, a client? We don’t have caller ID on the phone at the reference desk, and so I answer it the same way regardless of who it is.
March 14, 2008 at 10:31 pm
Patrick
Accutly with the pizza thing you could ask them “What time do you close?” Or Where are you located, and directions how to get there. Cause I have called and asked them those questions before. So really the “Hi, I would like to place an order” isn’t necessarily garbage talk.
The caller ID thing, well unless you are in a habit of looking at it. I wound’t go past saying that it has become your habit to just say that when you pick up the phone at work. Just like everyone saying, Hi, whenever you pickup the phone.
March 16, 2008 at 10:21 am
Josh
Patrick: Good point, I suppose I could ask those things. More habits, on my part: the pizza places I order from, I’ve been ordering from forever, and so I generally know what I want, when they close, etc. So 99% of the time, when I call, I’m ready to place my order. But still, good point.