There is an odd contradiction at the heart of modern life. We spent 60 years improving communication, then we turned the phones off. Not literally, of course. The devices are everywhere: on restaurant tables, beside beds, in meetings and in the hands of people crossing roads. Yet the ordinary expectation that one person may telephone another, speak directly and settle a matter has quietly been withdrawn.
For those of us who began working when international contact meant a trunk call, a telex, an air letter or an expensive cable, this is more than nostalgia. It is a question of what communication is for. We have gained speed, volume and reach. We have also, in many organisations, lost the direct human exchange that creates trust, resolves ambiguity and makes responsibility difficult to evade.