Hotlines in the World of Interactive Communications (Twelfth Column in a Series)

“Heartlines,” as opposed to hotlines, are described. Heartlines were comprised of compassionate volunteers who listened to people but had no real training. With the advent of technology (e.g. caller ID), these hotlines became “smartlines” in which “better” services were provided. The existence of hotlines given the Internet is discussed, as many hotline services can be given on the Internet. However, hotlines can continue to exist by remaining the human voice for those in need, not a computer.