Blog by Sumana Harihareswara, Changeset founder
Answering the Phone
Hi, reader. I wrote this in 2016 and it's now more than five years old. So it may be very out of date; the world, and I, have changed a lot since I wrote it! I'm keeping this up for historical archive purposes, but the me of today may 100% disagree with what I said then. I rarely edit posts after publishing them, but if I do, I usually leave a note in italics to mark the edit and the reason. If this post is particularly offensive or breaches someone's privacy, please contact me.
In one of my earliest internships, I volunteered in the local district office of my state Senator (that is, the guy who represented my area in the upper chamber of California's state legislature). I reordered and rearranged informational brochures for our waiting area, I filed, I took phone messages, I think eventually I graduated to writing drafts of replies to constituents for the staffers to revise and send. I volunteered there for a summer, which means that my time there overlapped with the Senate's recess, so I remember a lot more constituent service calls than policy calls -- and the district offices probably got fewer of those calls than the Sacramento office did, anyway.
One day, someone called and said something like, "I'm calling about the Senator's ethics violation." I had never heard anything about this and said "I'm sorry, which ethics violation is that?" to which the caller said "You mean there's more than one?!" I sputtered and put them on hold and took a message or transferred them to a staffer, which I clearly should have done as soon as I heard the tone of their voice and their general topic of inquiry, but hey, inexperience.
Within a few days, there was a letter to the editor in the local newspaper that mentioned this call and named me (I'm pretty sure misspelling my name) while excoriating the Senator and our office. My boss and colleagues sympathized and told me these things happen, and basically reassured me that this was not a black mark on my Permanent Record.
Decades later, I'm calling my local city councilmember, my Senators and my Representative who represent me in Congress, and related offices, spurred by emails from NGOs, aggregators like "We're His Problem Now" or Wall of Us, and local meetings. And sometimes I stumble over my words, not sure whether they want my name first or my message. But when the intern on the other end of the line says "I don't know what her position is on that; could you call back in 15 minutes? All the staffers who would know are in a meeting right now," I can smile and say "Yes, I can, and I know how it is, I've been on the other end of this call, it's fine." And at least I know I'm not utterly blindsidingly frustrating to deal with. I know, empirically, that I am not as bad as it gets.