Wednesday, June 06, 2007


GetHuman is a very, very cool site to collect and disseminate paths around semi-automated corporate call centers. The way one gets an actual human being on the phone is documented for hundreds of big corporations.

GetHuman was founded by blogger Paul English (see the blog that started it all). He started the site "out of his own frustration in trying to obtain excellent customer service." Since then he has built a small but productive team to actually take on the corporations' poor customer service policies.

GetHuman had the beautiful audacity to create a "standard" to which they would like companies to comply. The site grades companies on their compliance with that standard. I can only hope that this idea gets enough legs under it to make a brand.

I see GetHuman as a community workaround to a systemic failure; Corporations set up mostly-automated call centers that saved their time, not their customers' time. Perhaps a Semantic Web solution could be developed to facilitate mostly-automated call centers that serve both interests. In the meantime, the GetHuman standard is a nice way to encourage the eight hundred pound gorillas in our midst to act responsibly with our time.