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   ocr: TELEPHONE VS. ELECTRONIC RESPONSE TIMES Telephone 20: SElectronic 19.3 20.5 211 18.1 18.0: 14.2 11.8: 13.0 9.8 88 9.3 1,7 55 7.7 5.2. 5.5 4.6 7.0 6.4 4.9 System Severe: loss Function not Desig o Suggestions Systom Severe: EoNs Punctonnot Designor Suggestions ssutdown el perforned: docunentation tors shutdown of pertommed. documentation for functionality: properly problem: enhancement functionality: xopertt proolem entancement: Unix: Windows, OS/2 Sourcer, Pagtest. Figure 5. Telephone recjkests for service ire Hieariy consistently answered ove quickly thati those: submitted vie an clectronic me ...