by the feminization, or at least domestication, of the user population, as telephone communications transformed the social experience of women in rural and urban areas alike.
In addition to customer preferences, however, the telephone industry was affected by issues of organizational and operational efficacy. They were solved in a highly structured way that owed much to the theories of efficiency expert Frederick Taylor, who pioneered the rationalization of business processes in the United States in the early 20th century (Wren, 2005). Over the course of the 20th century, the so-called scientific management methods envisioned by Frederick Taylor, originally designed to eliminate uncertainty and chaos in the workplace, were called into question because managers tended to leave employees out of the policy-implementation equation. The result was the evolution, or rather a reconfiguration, of a top-down, hierarchical form of organizational structure, involving authoritarian management styles and one-way communication (Hamilton & Parker, 2001, pp. 47-48).
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