Voice's Comeback

Voice. How passe.

See how quickly we slap away that which has served us so well. The reality of wireless-data access has us courting the promise of its dominance over the spoken word. Those who analyze this kind of thing have all but made obsolete the contribution of voice to service-provider revenue "by 2005" (the most popular out-year wall, 5-year plans being so enthusiastically embraced). And who can argue with them? It's much easier to envision a subscriber losing himself for an hour in wireless Internet access than it is to imagine him losing track of 60 minutes worth of wireless talk time.

In fact, wireless users are indeed more likely to watch their usage climb — and to accept the accompanying investment — because we live in a world in which the written word, the document, the image is more valued than anything spoken. Voice is fleeting. (Tell that to the Nixon White House.)

The very elements that will make wireless data your meal ticket are in direct response to the limitations — the unimportance — of voice.

• E-mail: communications that provides a written record, which can be transferred readily from person to person without corrupting the intent of the original message.

• Online shopping: commerce that provides a written record, giving the customer ultimate control and eliminating the human error of service reps.

• Directional services, push-news and financial information: content that provides a written record when and where it is most needed.

All of these are certainly things worth paying more for, right?

But what about voice, that reliable (well, except for those pushing for #FCC¹) workhorse? The very word itself could become reviled in marketing campaigns — worse even than "beta" in 1983 or "analog" in 1996. Wireless phones will give way to wireless "devices." The "wireless Web" will replace talk time.

Except that voice may be about to embark on its most important role yet.

When a police officer in Pennsylvania tacks on a $75 fine to a driver's speeding ticket because he also was talking on his cellular phone, the future role of voice becomes clear: it is a safer, more convenient means of access. (And a nice stock tip, as voice-to-text and speech-recognition enablers are at the center of this new world.)

As it becomes necessary to do more on our wireless devices — especially in the midst of true mobility — the last thing this industry needs to promote is wireless as the ultimate dangerous distraction. Instead, voice will be the solution. Just as voice has provided access to voice ("phone home"), voice will hold the keys to data access ("open e-mail," "read headers," "connect to Internet").

In fact, don't be surprised when the necessity of voice access to data on wireless devices will create an expectation for non-mobile devices to respond to the spoken word. Very soon, our televisions, stereos, PCs and other electronic devices will listen and respond to us. And we'll have wireless voice to thank for it.

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Are your fingers becoming arthritic from scrolling and clicking on your wireless device? Or do you like that feeling? Send your comments to desextro@primediabusiness.com.

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¹ A toll-free wireless hotline to the FCC providing instant gratification for those with complaints about wireless (unless, of course, the problem is that your calls keep dropping). It's a provision of the proposed Cell Phone Consumer Protection Act of 2000.