._ It goes without saying that operators should be
courteous; but it is necessary to say it, and keep saying it in the most
effective form, in order to prevent human nature under the most
exasperating circumstances from lapsing a little from the standard,
however high. The use of form assists both the operators and the
subscribers, because in all matters of strict routine it is much easier
to secure high speed and great accuracy by making as many as possible of
the operations automatic. The use of the word "number" and other
well-accepted formalities has assisted greatly in securing speed, clear
understanding, and accurate performance. The simple expedient of
spelling numbers by repeating the figures in a detached form--as "1-2-5"
for 125--has taught subscribers the same expedient, and the percentage
of possible error is materially reduced by going one step further and
having the operator, in repeating, use always the opposite form from
that spoken by the calling subscriber.

_Busy and Don't Answer Calls._ Notwithstanding the old impression of the
public to the contrary, the operator has no control over the "busy line"
and "don't answer" situation. It is, however, of high importance that
the management should know, by the analysis of repeated and exhaustive
tests of the service, to what extent these troubles are degrading it. In
addition to improving the service by the elimination of busy reports,
there is no means of increasing revenue which is so easy and so certain
as that which comes from following up the tabulated results of busy
calls.

_Enunciation._ It must be remembered that clear enunciation for
telephone purposes is a matter wholly relative, and the ability of an
operator in this regard can be determined only by a close analysis of
many observations from the standpoint of a subscriber. A trick of speech
rather than a pleasant voice and an easy address has made the answering
ability of many an operator captivating to a group of satisfied
subscribers.

_Team Work._ By team work is meant the ability of a group of operators,
seated side by side, to work together as a unit in caring for the
service brought to them by the answering jacks within their reach. In
switchboards of the construction usual today, a call before any operator
may be answered by her, or by the operator at either the right or the
left of her position. In many exchanges this advantage is wholly
overlooked. In the period of general re-design o