Juan Ameen
Traditional telephone directory may not be printed again
The traditional telephone directory could be ditched and replaced free enquiry calls, similar to the present 118 service.
The Malta Communications Authority is looking into the possibility of stopping the directory after a recent survey showed that the 118 enquiry service is used more than both the printed and online directories.
The MCA commissioned a survey among consumers to gauge the people's attitude towards the directory.
More people use the online directory, 1.5 per cent, on a daily basis, compared to the printed version, 1.3 per cent, and the 118 service, 0.5 per cent.
However, on a monthly basis, more people use the enquiry service, 20.8 per cent; another 15.3 per cent use the printed directory and 8.3 per cent use the online directory.
Since the number of telephone operators increased over the past three years, the MCA launched a consultation process to review and overhaul the whole communications sector.
Almost 60 per cent said they never used the printed directory. About 47 per cent of respondents, mostly people aged between 50 and 64 years, said they either did not use it or referred to it rarely, no more than twice a year. In fact, 15.5 per cent said the printed directory had completely lost its relevance.
The last edition of the directory was printed in 2004. Two years later, Go came up with an online version, which includes all the numbers of mobile and fixed lines that are public.
The MCA believes that a printed directory that includes mobile numbers would be impractical because of the constant shift from one mobile network to another. It suggested including the mobile numbers in the online directory.
However, even use of the online directory was low when compared to the use of the 118, according to the study. Over 67 per cent of all replies and 94 per cent of people aged 65 years and over said they never used the internet service.
As a result, the MCA is looking into the possibility of obliging all operators to provide a number of free calls each week to a similar service.
Almost all of those interviewed for the MCA survey, 82 per cent, agreed with this option. Of these, 54.5 per cent said one free call a week was "reasonable" and 15.4 per cent believe that one call a month was enough. Only 15.4 per cent said that all enquiry calls should be free.
Go's 1182 and 1187 enquiry service receives several thousands of requests on a daily basis, according to a company spokesman. But the company would not release statistics for commercial reasons.
Stopping the printed directory would mostly affect people aged 50 years and over, according to the study. However, providing a number of free calls would be an adequate solution to almost 76 per cent of people aged 50 and over.
Nationalist MP Jean Pierre Farrugia does not agree with the idea. "Elderly people will be the worst to be affected. They don't have access to the internet and the directory is outdated so they spend a lot of money on 118 calls," he said.
Recently, through a parliamentary question, Dr Farrugia called on Communications Minister Austin Gatt to order the printing of an updated edition of the directory because the last one dated back to 2004.
Dr Gatt said that a consultation process would examine the communications sector. Meanwhile, he added, there was always the online directory, which was free and updated.
Dr Farrugia argued there was still a demand for the printed directory. "People still use it. They are spending money on 1182 because the directory is so outdated. Why is it such a hassle to print it," he wondered.
The MCA study also examined the possibility of charging a fee for the directory. Over half, 66 per cent, said they would not buy it and 26 per cent said they would buy it only if it cost less than €5.
Almost 47 per cent believe all subscribers should receive a free copy of the directory and 32 per cent said that at least people with a low income should receive a copy. The MCA is proposing three solutions: providing one printed directory free of charge to all customers, a number of free calls to a 118X service and that the electronic comprehensive directory, covering both fixed and mobile local numbers available on the internet, would remain available.
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John Falzon
Jul 7th 2009, 09:02
My 10 cents worth.
1. Keep the printed directory - because (a) it is convenient (b) it is "passive", ie. does not require interaction with anyone (c) it contains additional details (ex Quals) not available elsewhere.
2. GO should not be obliged to print it - they were in the past because they had a monopoly and were the incumbents, but today there are a multitude of providers so each should share part of the burden.
3. Make the printed directory more useful by:
a. ensuring it is updated and accurate, for instance clearly distinguishing whether a number is a fax (I believe this is not done in the online version)
b. Adding value - by for instance adding postcodes, placing lists at the back of the book, such as a list of pharmacies, doctors, lawyers, notaries and so on, by location and then cross referencing to the page which contains the full entry for that person. This will enhance its usefulness.
Finally, a small fee (less than Euro3) is warranted, not to cover expenses as such, but to ensure that no one who does not really need the book will request it, thus saving paper & time.
D Vella
Jul 7th 2009, 08:31
agree with Joe Grima.. the online directory isn't at all user friendly..doing away with the printed directory would generate more profit for the telephone company,but maybe I am being just a little cynical. Food for thought?
K.Vassallo
Jul 7th 2009, 08:10
Is this a joke ? No matter what online facilities and apart from the fact that older people might not have a computer or the ability to understand computers. What will the rest do ? Leave the computer on 24/7 just in case they need to find a number ? Do you know the time it takes for some computers (even quite recent ones with Vista installed) to boot ? then you have to go into the internet (for some still with dial up) then into the web page, then enter the details and search ! It takes a fraction of the time to use the printed directory surely.
Are we sure the survey was properly done ? Is it representative ? I am heavy user of computers and the internet but I would still have answered a the survey asking to have the printed version available as well. Who wouldn't ? I mean would you close your doors to all available options to find numbers ? Were questions worded appropriately for the survey or were they biased for office hours when computers are on and online ? There's more than we are being told here. Its just a cost.cutting.thing.
Lorraine Vella
Jul 7th 2009, 07:48
@ L. Galea. Why is it that only Go has the obligation of printing a directory? What about Melita? and if needs be, Vodafone???
Joe Grima
Jul 6th 2009, 17:34
The present on-line directory is not user friendly and, indeed, quite confusing. I have never known it to be of much use. Having an on-line directory that works is a good idea but this should not be at the expense of people who do not handle computers who should be able to make use of other free services available to them in this area.
Galea. L
Jul 6th 2009, 16:04
MCA STOP TRYING TO PLEASE GO. GO KNEW THEIR OBLIGATIONS THAT THEY HAD TO PRINT THE TELEPHONE DIRECTORY AND WE WANT A PRINTED ONE. THAT HAS BEEN OUR RIGHT SINCE TELEPHONE WAS INTRODUCED IN MALTA AND THAT IS AN ACQUIRED RIGHT WHICH CANNOT BE TAKEN AWAY. EITHER GO ABIDES BY ITS OBLIGATIONS OR WE WILL GET TOGETHER AND SUE THEM AND YOU MCA. NEITHER MCA NOR GO CAN DENY US AN ACQUIRED RIGHT. CONSULT YOUR LAWYERS BEFORE YOU HAVE TO SPEND TAXPAYERS MONEY ON A COURT CASE MCA. Robert Piscopo NO one can order us to switch to other operators because GO are trying to shirk their obligations. Either it abides by its obligations which are OUR rights or be sued. Ramon Casha, Joseph Sciberras NO CHARGE Ramon. The FREE telephone directory is our ACQUIRED RIGHT and no one can deny us OUR RIGHT.
Mary Ann Borg
Jul 6th 2009, 13:08
I use the online directly quite frequently but I assure readers here it's one big joke. Go and have a look at the drop-down list for 'localities' and there's even a Fgura -Valletta one in the list! I never heard of such a locality in Malta! Until some time ago there was also Birkirkara written 3 times and with two of them mis-spelt. Then go to the 'category' drop-down list and there's one, for example, for the Apostolic Nuncio, would you believe it? I didn't know there are hundreds of them on the island!!
The 'free' enquires system may be good on paper but judging by Go's standards, I bet the lines will be eternally busy and no proper service given.
g. scerri
Jul 6th 2009, 12:47
I have rarely had any joy from the on-line directory. I support Dr. Farrugia. Go is just trying to find a cheap way out.
Robert Piscopo
Jul 6th 2009, 12:30
If someone is not happy with Go... switch to other operators... thats what is competition all about.... this happens when we are afraid to switch to other operators.
v.pulis
Jul 6th 2009, 12:01
when a report was published some weeks ago stating that only old people are making use of the directory i commented that it was kite flying and that the ultimate aim seemed to be to stop printing the directory. call me nostradamus!
J Camilleri Baron
Jul 6th 2009, 10:48
From Tecom's diary:
First step - run away with Maltacom's cash to 'invest' in Greece
Second step - fire hundreds of workers
Third step - Cut back spending on social responsibility after announcing disastrous financial results
Next step - sell GO ????
Sylvana Zarb Darmanin
Jul 6th 2009, 10:41
I fully agree with Dr J.P. Farrugia. Elderly citizens do not have access to the internet. The printed telephone directory should be retained. A few years back we were insisting that this should also include Postcodes, now, this study is conveniently accommodating Go not to let us have a printed directory. Is this the way we, paying customers, should be treated?!
Ramon Casha
Jul 6th 2009, 10:33
This makes sense. Drop the printed directory, or charge a nominal fee for it. With a large percentage of people never even opening it, it's a waste of paper.
Joseph Sciberras
Jul 6th 2009, 10:19
A printed directory is a waste of money and paper. Providing a limited number of free calls per month on 118 is the solution.
philip pace
Jul 6th 2009, 10:18
So a decision has been taken on a survey!
I think that this is an unfair decison as it leaves me and others with no up to date telephone directory.
I think that that whoever came up with this idea needs to have his brainwashed mind be cleaned.
This goes against the service that telephone operators are bound to deliver.
It is not acceptable as it took in consideration a small segment of the Maltese people.
It is not democratic as a few shall rule the many.
Telephone directories have to be printed and distributed.
Someone is simply adoring his true god. MONEY.
We cannot keep on picking up foreign ideas and ram them down people's throat by making them legal.
Marion Cachia
Jul 6th 2009, 10:05
Now that's convenient ... for GO obviously ! But not for the common man in the street.
Samwel Bezzina
Jul 6th 2009, 10:01
Will they be able to give us addresses, and other details - such as qualifications - online? I think not.
Mario Tabone-Vassallo
Jul 6th 2009, 09:49
Dak hu l-privat, jahtaf iktar u jaghti inqas. Sewwa qal il-confrere JP Farrugia