Switchboards: Please Hold While We Connect You

Summary

Summary of "Stuff You Should Know" Episode: Switchboards - Please Hold While We Connect You

Podcast Information:

• Title: Stuff You Should Know
• Host/Author: iHeartPodcasts
• Episode: Switchboards: Please Hold While We Connect You
• Release Date: March 4, 2025

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1. Introduction to Telephone Switchboards

In this episode of Stuff You Should Know, hosts Josh Clark and Chuck Bryant, joined by contributor Kyle, delve into the intricate history and evolution of telephone switchboards. They explore how switchboards revolutionized communication, the pivotal role of human operators, and the eventual shift towards automation.

2. Early Telephone Networks and the Switchboard Problem

Kyle introduces the topic by highlighting the exponential growth of telephone usage in the late 19th and early 20th centuries. Initially, each telephone had to be physically connected to every other phone, leading to an unsustainable proliferation of wires. Josh adds, "[...] you quickly realize, we're going to need a lot of wires to connect one person to everybody else and everybody else to that one person." To address this, the concept of the central switchboard was developed, allowing calls to be routed through a single hub rather than individual connections.

3. The Rise of Human Operators

The first commercial switchboard emerged in New Haven, Connecticut, in 1878, connecting 21 subscribers. Kyle emphasizes the elegance of this system: "What if all of the calls went into a central location and there was a human being there that would connect those two wires?" These operators, predominantly women, became essential in managing the growing number of telephone connections. Josh explains, "When some of these first commercial switchboards popped up... they would publish phone books... and the operator would connect the call by plugging in the wires."

4. The Role and Conditions of Switchboard Operators

Switchboard operators, largely women known as "hello girls," played a crucial role in the telecommunication network. Josh highlights Emma Nutt as the first hired operator in 1878, earning about a nickel an hour—a meager wage even when adjusted for inflation. The hosts discuss the stringent requirements and harsh working conditions operators faced. Kyle notes, "They were called hello girls. Ironic since apparently they weren't even allowed to say hello." Josh further mentions the exploitation and limited career opportunities for women, stating, "They were treated rather poorly."

Notable Quote:

• Josh Clark at [31:48]: "Pretty meager. But she was a pioneer. And probably one of the reasons why she kept her job was eventually it had a lot of prestige to it."

5. Technological Innovations and the Move Towards Automation

As telephone usage surged, managing connections manually became inefficient. The hosts discuss various technological advancements, such as the divided exchange system, which specialized operators to streamline operations. Kyle explains, "They came up with the express system that had a lot of letter B boards that converged on a letter A board."

Josh adds that improvements like signal strength and centralized power generation enhanced the switchboard's efficiency: "They got really good at analyzing traffic, too, to kind of put resources where they needed in any given time."

Notable Quote:

• Kyle at [43:42]: "Are you still liking that one? Yeah, I didn't learn this yesterday, but I learned it, I think, the last time you explained this."

6. The Decline of Human Operators

The transition to automated systems began with the adoption of numeric phone numbers, allowing machines to route calls without human intervention. Josh explains how dialing numbers translated into electrical impulses that automated switches could interpret, effectively reducing the need for human operators. Kyle points out, "If you have four numbers, you can accommodate up to 10,000 subscribers... eventually, you can add more."

Despite automation, long-distance calls remained reliant on human operators well into the mid-20th century due to their complexity. Josh remarks, "Long distance switching took a lot longer. It was into the late 1960s and even some places in the 70s where you still had operators that had to connect long distance lines."

7. The Last Switchboard Operators

The episode chronicles the gradual phasing out of human operators, with the last manual switchboards operating into the late 20th century. Examples include Bryant Pond, Maine, where Susan Glines was the last operator in 1983, and Enfield in the UK, where the final operator retired in 1960. Josh shares a story about a small private phone company in Kerman, California, maintaining bilingual operators until 1991 to cater to its diverse community.

Notable Quote:

• Kyle at [49:32]: "Most of their customer base were people with family in Mexico. And so they just had a niche from my understanding."

8. Conclusion and Impact on Modern Telephony

Josh and Kyle reflect on the legacy of switchboards and operators, recognizing their indispensable role in the early telephone networks. They acknowledge the blend of technological innovation and human effort that facilitated seamless communication. The episode underscores how automation transformed telephony, making it more efficient and scalable, while also highlighting the human stories behind this technological evolution.

Notable Quote:

• Josh Clark at [47:40]: "They were humans who were walking around knowing how to connect Topeka to Tacoma. They knew the combination of switches."

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Final Thoughts

This episode offers a comprehensive exploration of telephone switchboards, blending technical history with personal anecdotes. By highlighting the ingenuity behind early communication systems and the pivotal role of human operators, Josh, Chuck, and Kyle provide listeners with a rich understanding of how a seemingly simple technology revolutionized human interaction.

Notable Quote:

• Kyle at [44:31]: "Are you still liking that one? Yeah, I didn't learn this yesterday, but I learned it, I think, the last time you explained this."

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Key Takeaways:

• The invention of telephone switchboards was essential to manage the exponential growth of telephone usage.
• Human operators, primarily women, were central to the functioning of early telephone networks despite facing harsh working conditions.
• Technological advancements eventually led to the automation of switchboards, phasing out the need for human operators.
• The legacy of switchboards is a testament to the blend of human effort and technological innovation in shaping modern communication.

Notable Quote:

• Josh Clark at [38:17]: "If you deny your worker that, then you're not going to have a happy workforce."

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This detailed summary encapsulates the episode's exploration of telephone switchboards, providing insights into their development, the human element behind them, and their eventual obsolescence due to technological progress.

Transcript

[Josh Clark]

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[Chuck Bryant]

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[Jerry]

Welcome to Stuff youf Should Know, a production of iHeartRadio.

[Josh Clark]

Hey, and welcome to the podcast. I'm Josh. There's Chuck. Ring Ring. There's Jerry. And this is stuff you should know.

[Kyle]

That's right. This is a Kyle joint. So a little British factor too, in here because Kyle likes to throw those in because that's where he lives.

[Josh Clark]

Yeah. He keeps mentioning fish and chips every few paragraphs. Yeah.

[Kyle]

What's a chippy?

[Josh Clark]

That's right.

[Kyle]

We are going to be talking about telephone switchboards. Some overlap with a couple of other episodes we've done, but this is all about the, you know, the advancement of the telephone system in the United States and abroad and how the telephone switchboard was a crucial, crucial part of that.

[Josh Clark]

Yeah. First, I want to give a shout out if you ever find yourself in the town of Maitland, Florida. Go to the Maitland. I think. Well, it's the telephone museum. There's probably not more than one telephone museum in Maitland, even though I can't remember the name of it. Just ask somebody for directions there and they will tell you or ask your app regardless. It's really cute. It's not the biggest museum you'll ever find, but it's a very dedicated museum.

[Kyle]

I love old telephones. I would like to check that out.

[Josh Clark]

Oh, you'd love this. There's a bank of wall telephones from the 70s, probably, and each one's a different color. It's very pretty.

[Kyle]

Oh, my God.

[Josh Clark]

Yeah, you would. You would like this place, Chuck. It reminded me that something that was just such an integral part of our life is a completely obsolete, outdated antique technology. It does. There's basically no reason for it to exist any longer. And it may not, as far as I know. Yeah, I think you still have to have it to connect some home alarm systems, maybe, but that's the only application I know of anymore.

[Kyle]

Actually, you know what? We had that landline for that reason for a while, but no longer.

[Josh Clark]

I mean, I just don't think that there's any reason for them to exist any longer. I'm sure I'm wrong, but that's the best I can come up with is home alarm systems.

[Kyle]

I guess nostalgia's not a good enough.

[Josh Clark]

Reason, huh, to keep this amazing network of technology still around.

[Kyle]

Oh, yeah, man. I mean, lots of it's dumb. It's just our Gen X selves. Like, looking back with joy about walking around your bedroom with a long phone cord or your mom literally being able to go to every point in the kitchen with like a 25 foot, stretchy phone cord that you're ducking under and it's knocking things over.

[Josh Clark]

That's right. There goes the flower.

[Kyle]

Wireless is better.

[Josh Clark]

I know. I don't think it's just nostalgia. I think there is some real value or it's not pointless to look at the telephone system that was created over the decades in the 20th century and just be impressed. Like it wasn't a marvelous technology and it did some amazing stuff while it was around. It's just we've moved on technology wise, but that doesn't mean you can't appreciate it.

[Kyle]

Yeah, I wonder if they're safer, like, for, like, government systems, you know, because you literally have to tap the wire physically. It's not just in the airwaves.

[Josh Clark]

True, Dap.

[Kyle]

So I don't know.

[Josh Clark]

I don't know either, but that's a great point.

[Kyle]

I'm curious. Surely someone knows. But let's talk about Alexander Graham Bell, because he is the og he's the guy that invented, well, patented the telephone, at least right from Boston in 1876, where he was not trying to invent a telephone. He was trying to work out the problem with the electrical telegraph, which was it was just getting bunched up. Too many people are sending too many, you know, telegraphs, and it's a problem. So there's too much traffic. So all of a sudden Bell, who was a sound guy anyway, realized that you could send tones. And once he realized you could send a tone along a wire, he was like, oh, forget the telegraph. I'm Going to come up with the harmonic telegraph and one day I'm going to speak to somebody on the other end of a wire.

[Josh Clark]

Yeah. Not dots and dashes, but heys and.

[Kyle]

How are yous or ahoys.

[Josh Clark]

Yeah, Right. So he did this in 1876. Right. He set out to figure out the telegraph clogging and invented the phone pretty quickly. The next year he found a Bell Telephone Company and the first permanent telephone wires were in Boston, I think that same year. Right. So we had telephone service set up within a year of him inventing the telephone. One of the other things too is he helped kind of spread telephone technology by giving lectures that people would come see and then go off and like build their own versions that that would work. But initially, when you were talking to somebody on a telephone, your telephone was physically connected to their telephone, which made a lot of sense initially. But if you want to talk to more than one friend in town, you need another wire to connect your phone to somebody else's telephone and so on and so forth. And if you just kind of follow that logical path, you very quickly realize, like, man, we're going to need a lot of wires to connect one person to everybody else and everybody else to that one person. That's the definition of exponential growth. And so they figured out they needed a different way rather than connecting each telephone physically. And that's where they came up with the concept of the switchboard.

[Kyle]

That's right. What if all of the calls went into a central location and there was a human being there that would connect those two wires? It's a very elegant, very simple sort of system. It's literally connecting two calls by connecting them by plugging them into the same. What would you even call that?

[Josh Clark]

Switchboard? Jack.

[Kyle]

Yeah, the same jack. The first switchboard commercially was in 1878, so only, geez, like a year after The Bell Telephone Company was founded, this is in New Haven, Connecticut, and it connected 21 different subscribers in this case. And this is a very old fashioned, primitive thing. Before long they were like, why don't we wrap these cords in cloth, it's like insulated. And why don't we make the, you know, the board look a little nicer and we'll call them a cord board, but everyone's still gonna call em a switchboard.

[Josh Clark]

Yes. One thing really quick too. When some of these first commercial switchboards popped up in towns like the one in New Haven that I guess George Coy was the inventor of, they would publish phone books and the first phone books would be like one page with like 50 people's names on. Because when you called, you would call and your call would be connected by an operator. So you'd pick up your phone and the only person it would go to is that operator or switchboard, and you would say, I want to talk to Chuck Bryant, please. And the operator would look up where your jack was that went to your house and then now connected the call. Right. So they would plug my phone cord into your phone jack and connect our call. But first they would. Right. First they would plug in themselves to you and say, josh Clark calling for Charles Bryant. And you would say, tell them I'm in the shower. They would plug back into mine and be like, he's in the shower, he can't talk right now. And I would say, tell him that I know he's not in the shower. And hang up angrily.

[Kyle]

You're not too far off. That is, if my jack is on that board. If it was a big enough community, that switchboard operator might say, I don't have Chuck on this board, but he's on another board. So I'm gonna contact that switchboard and, you know, patch it in that way. So.

[Josh Clark]

But first they spend 10 minutes going down each check like, Chuck, Chuck, Chuck, Chuck, Chuck, Chuck, Chuck, Chuck.

[Kyle]

Well, early on they just knew. You know, in a 21 person situation, they just knew everybody. In fact, for a little while, they weren't even saying phone numbers. They were just like, Chuck Bryant.

[Josh Clark]

Right, exactly. And one of the other things about a central switchboard too is there's a phone company employee connecting calls. And so now you can track things more easily and hence bill people more accurately too.

[Kyle]

Yeah. Cause this is when making a call cost money. And up until, I mean, not that long ago in the grand scheme of things, making a long distance call cost extra money. So you had to bill people. And it was pretty ingenious. Things started growing, growing, growing. You said the word exponentially. And that is the truth. Because between 1880 and and just 13 years later, we went from 60,000 phones to 260. And then just another 10 years later, there were 3 million phones in the United States. Only Kyle points out, in the UK they were a little bit behind us. In 1914, there were fewer than two telephones per 100 people compared to 10 in the US but they eventually caught up too. And everyone had phones.

[Josh Clark]

That's right. I'm sure there's some listeners like, I didn't have a phone when I was a kid. Well, maybe so as more and more people had phones, more and more jacks were required in switchboards. So you're getting bigger switchboards, more switchboards. It became kind of a mess in and of itself, as we'll see. That was known as the switchboard problem, right?

[Kyle]

Yeah.

[Josh Clark]

But then finally they figured out, okay, there's a few tweaks we can do here that are gonna allow us to just to support this growth. Because the phone companies weren't like, whoa, we're good at 10,000 subscribers. Let's just hold here. They wanted everybody to have a phone so they could bill everybody for using those phones. And also America or the United States or the world, I think was like, we really want to be able to pick up the phone and talk to people. It was a huge, enormous technology that completely changed how humans interact with one another. So everybody wanted a phone. Phone company wanted to give people phones. The big sticking point was how you can connect that many people in an efficient way and not just keep adding switchboard after switchboard after switchboard.

[Kyle]

Yeah. And you know something else we should point out too, is this is a time where the phone company controlled the phones themselves. So you couldn't just go to a store and buy some cool looking Mickey Mouse phone or a Garfield phone or.

[Josh Clark]

Whatever from Sports Illustrated.

[Kyle]

I had a. I did get that for free, actually, but those are always garbage. Those are the ones that look like push button, but when you hit it, it dialed.

[Josh Clark]

Oh, really?

[Kyle]

Do you remember those? You know, it had the keypad, but when you hit nine, it went.

[Josh Clark]

No, I don't remember that.

[Kyle]

It was a big bait and switch. But you rented your phone at the time. I guess if you had a. Or maybe they didn't sell them at all at first. But I know for a long time they rented phones to people like into the 70s, right? Yeah. I mean, like you used to rent your. Some people still probably rent their modem from their cable or whatever, their wifi provider. Am I saying all the wrong words?

[Josh Clark]

No, I think you got it. Provider.

[Kyle]

Yeah.

[Josh Clark]

Or Internet. Internet service provider. Isp. That's okay.

[Kyle]

But yeah, anyway, they were controlling the flow of money in more ways than just the bill. They wanted as many people to have phones as possible because they were renting those phones and eventually, I guess, selling those phones.

[Josh Clark]

Yeah. I remember Yumi has a story from when she was a kid of going to the phone store with her dad and renting a princess phone. Like a phone.

[Kyle]

It's so weird.

[Josh Clark]

It is weird. It's just weird to think of. But like you said, that was a way for them to Control revenue even more. And also, I think it made it more available to more people, Because I think Even into the 60s, the 70s, phones were still kind of expensive to make, and so they were expensive to buy, so you could lease them. But I think ultimately it was. It was really the phone companies, and they were able to get away from this, as we'll see. Because for years and years and years, there was essentially a monopoly on the phone in the United States.

[Kyle]

That's right. But I got us a little off track. You were talking about some new techniques, because these switchboards all of a sudden were getting just more and more ubiquitous, and they started to get a little clunky in, like, how long it would take to connect calls. So one of the things they did is came up with a concept of what's called the divided exchange, which is really just an organizational structural thing where people got more specialized. You might have operators just answering the phone. You might have people just connecting instead of the person going, oh, hey, Josh, let me see if Chuck's available. Like, all of that was really streamlined eventually until they came up what was called the express system that had a lot of letter B boards that converged on a letter A board, and there was an operator linking between those two, Right?

[Josh Clark]

Yeah. So the A person. The person at the A board would be like, oh, yeah, Josh is on B board 72, but Chuck is on B board 3. So I need to be the one that connects B board 72 and B board 3 for this call. These are human beings doing this and expected to do it really fast, too, as we'll see.

[Kyle]

Yeah. They also just improved the signals, like, signal strength. All of a sudden, operators weren't, like, yelling at each other, which can cause just chaos in a room with a bunch of switchboard operators.

[Josh Clark]

What's the number for dominoes?

[Kyle]

Yeah, exactly. So just improving the signal really optimized how those things function. Such, you know, even just making the little signal lamps, the little lights brighter, responding to the current in the line, like, everything just got a little better.

[Josh Clark]

Yeah. And the current in the line was a huge thing, too. Not only would it light up the little light above your jack, showing the operator like, oh, this guy's trying to call right now. But it also allowed for telephones to carry a little bit of a current, which was how the voice was. Was broadcast anyway, but it was one more thing that they controlled. They powered everything, which made the whole thing more efficient. Rather than having a bunch of batteries out by the lines, there was a central group of batteries and Power generation that came from the main office, too. So when you put all this stuff together, they got really good at analyzing traffic, too, to kind of put resources, you know, where it needed in any given time. They put all this together for the next four or five decades. The phone system just kept expanding and expanding and expanding, but there was always a frontier. There was this. These were individual cities, individual towns, and if the town or the city was close enough to another town or city, they would probably be able to connect. But for the most part, these phone systems are growing intra. Well, internally, let's just say that I almost got really fancy for a second, but I'm just going to say they were internal into each town growing and growing and growing, connecting subscribers. But each town was kind of like its own isolated island of telephony.

[Kyle]

Yeah. And so obviously, the next thing to conquer would be the LD long distance. @ the time, if you wanted to pick up a phone in New York City and call San Francisco, you couldn't do it.

[Josh Clark]

No. But I say we take a break, leave this as a cliffhanger, and when we come back, we'll say whether or not they were eventually able to do it. Stuxnet.

[Chuck Bryant]

Who?

[Josh Clark]

Stuxnet.

[Kyle]

One more time.

[Josh Clark]

Stuxnet.

[Kyle]

I don't know what that is.

[Josh Clark]

You know, it's stuxnet.

[Kyle]

Is that in this? Stuxnet.

[Josh Clark]

Stuxnet. It's a great nightmare. That's the name of it. It's a great name. All right. Stuxnet with a. With an X. As a small business owner, you don't have the luxury of clocking out early. Your mind is on your business 24 7. So hiring. You need a partner that grinds just as hard as you do. And that hiring partner is LinkedIn jobs.

[Kyle]

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[Josh Clark]

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[Kyle]

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[Josh Clark]

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[Will]

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[Jerry]

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[Jerry]

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[Josh Clark]

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[Josh Clark]

Okay, so when they finally did start connecting towns, they would use switch ports, right? So your, your, your town would be connected to another town by a switchboard. They use trunk lines. These are like these longer, stronger lines that people would use to connect one town to another. And let's say that you were in Topeka and you wanted to talk to Tacoma, Washington.

[Kyle]

Okay. Two great Tetons.

[Josh Clark]

Sure. When you picked up the phone in Topeka and said, give me Tacoma, this would set off a chain reaction of connections carried out by human operators who would connect to this switchboard and this switchboard connected to, I don't know, Kansas City. And then that switchboard connected to Erie, Pennsylvania, not Erie, Pennsylvania. That'd be going the wrong way. Munchie in the Indiana. Is it Muncie?

[Kyle]

Yeah.

[Josh Clark]

Boy, this is going terribly. But I think it really gets. It really illustrates how kludgy the whole thing was. And then it would go from Muncie, Munchie to Garee, Indiana, and then to, I don't know, onwards and upwards until finally switchboard after switchboard after switchboard after switchboard, town to town to town. It would finally connect all the way through all these towns from switchboard to switchboard, you to your friend Tacoma, who wasn't even home.

[Kyle]

You were using the Miles Davis rebreathing technique.

[Josh Clark]

Oh, yeah, yeah.

[Kyle]

You're breathing through your nose so you don't have to stop talking.

[Josh Clark]

I just didn't breathe.

[Kyle]

Oh, okay. That's the Dizzy Gillespie method.

[Josh Clark]

Speaking of Dizzy.

[Kyle]

Yes, it's amazing. I guess we'll spoil it and say, eventually New York was able to talk to San Francisco. And in fact, I think that was. Well, no, the first long line was between New York and Philly. In 1885, New York to San Francisco finally came around. Finally, I say in 1915, which is.

[Josh Clark]

Incredible, you know, for that call, they brought Alexander Graham Bell out of retirement because he'd left a super big fat rich man by this time and had him talk to Watson. Remember, the first phone call was room to room between him and Watson. He said, watson, come here, I need you. And on this huge, monumental, historical phone call from New York to San Francisco, Bell said, watson, come here. I need you again. And Watson said, I will, but it's going to take me a week to get there.

[Kyle]

Watson. That's so Watson.

[Josh Clark]

It totally is Watson.

[Kyle]

Classic Watson. You know, it didn't just work like magic. You can't send something that's used to going like a mile or let's say 100 miles, all of a sudden sending it close to 3,000 miles. So they had boosters, they had loading coils, which are electromagnets that would boost the transmission. They had these vacuum tubes that would regenerate a weak signal. Those were called repeaters. So it needed help along the way to finally get across country. But the fact that they were able to do that by 1915 is remarkable. While this is happening, I mean, I think you said that Bell was an old fat rich guy by this point. That is because through Even the late 1800s, the bell consistently swatted away rivals with lawsuits with shutting people down with saying, like, no, I have a patent here till 1894. So there are people out there building their own phones and even their own switchboards, but I'm gonna go after them as fast as they can build them.

[Josh Clark]

Yeah, they had detectives that would go bust down doors and confiscate bogus phones, which were phones that weren't part of the Bell network, which again, held a patent. Then, even after the patent expired, they would just sue anybody and everybody. They would bribe officials to keep new phone companies from being allowed to develop or found themselves. It was really ruthless. And one of the reasons it was ruthless is because JP Morgan by this time was the head of either AT&T or Bell's board of directors. And Bell eventually bought AT&T and just Consolidated. Consolidated Consolidated. They would either, following JP Morgan's typical example, they would either buy up the competition or crush them out of existence if the competition didn't Want to sell at. @&t. Bell's price. So this is just how it was like that. I don't remember what year the US government finally stepped in and broke a Bell into smaller versions of itself, but it was a, it was, I remember monopoly, a government sanctioned monopoly for decades. And in some ways this was good because in other cases where like local phone companies were allowed to compete, it was super kludgy. Sometimes you had to subscribe to two different companies to be able to call two different friends, depending on who they were subscribed to. The rates were all over the place. There was very little regulation. So having this monopoly was good in some ways, but in others, monopolies, typically overall are not good for the health of an economy.

[Kyle]

Yeah. And AT and T. American Telephone and Telegraph, we should point out that they were approached before that patent expired. And the reason they were initially approached was, I mean, it was part of the plan just to snap up other companies. But part of it was, hey, I need AT&T to help me build these long distance lines because that's the future. If we control long distance and no one else has it, then we can, even if new companies pop up after this patent expires, if we are the only ones doing long distance, then we can lease those to other companies or not lease them to other companies.

[Josh Clark]

Huge, huge point.

[Kyle]

Yeah. Can we talk about phone numbers real quick?

[Josh Clark]

Yeah, I think we should talk about.

[Kyle]

Phone numbers because I don't have a complete handle on. Because how phone numbers expanded was. It wasn't just one exact uniform way in every place. It kind of depended on how big the city was as far as how many digits they were using and stuff like that. So what I've gathered is that from the beginning it was two to four numbers, depending on how big your community was. So you could literally be living in a community and your phone number was seven? Yeah, it could be zero. Seven, I guess. Well, I don't know if zero counts, but let's just say 11.

[Josh Clark]

No, I want to say seven.

[Kyle]

Okay, your phone number's seven. Mine's 11.

[Josh Clark]

Okay.

[Kyle]

We should get together, make a convenience store. But as things started to expand and grow, obviously you needed more and more numbers. And I remembered seeing in like even like Happy Days and stuff and TV shows like into the 60s and 70s when they would say, you know, a word followed by numbers.

[Josh Clark]

Give me Klondike five, six, thousand.

[Kyle]

Exactly. And so from this is how I understand it. And if you found something different, let me know. But Klondike would have Been the. Either the switchboard or the central, you know, hub for that town. And then whatever the numbers you said would be the actual number, that's five.

[Josh Clark]

Five.

[Kyle]

Yeah. As that got busier, cities started using what they called 2L and 4N format. So 2 letter 4 number. So it'd still be Klondike5555 or whatever, but it would be KL. And then you would use the 4 numbers. And then eventually it was, I think, 2L 5N. They just kept taking away letters and adding numbers. The bigger and bigger your city got.

[Josh Clark]

Right. And the reason why, like, if you have four numbers, you can accommodate up to 10,000 subscribers. But as you add more and more numbers or even letters, then you can add more and more people. And so I think that the numbers or the letters eventually or initially were like that went to this particular switchboard station. And that was this one group of people in town whose connections were all coming out of this one station. So if you ask for Klondike5555, it took you to this one switchboard. And then that switchboard operator would find subscriber 5555 and connect it. And the reason also I keep going to Klondike 5 is because that's the original 555 fake number. In movies, like, if you watch movies, they ask for Klondike 5 all the time. Like, that's the. That's the phone number. Because the. Apparently the phone company set aside the 555 exchange for use by movies.

[Kyle]

Yeah. Which I was told recently in a script I wrote to take that out.

[Josh Clark]

Oh, really? Yeah. Did you tell them to go to hell?

[Kyle]

Well, I mean, any kind of script note is just. There is no right answer. But this person said, yeah, it bugs me because it always takes me out and makes me feel like I'm watching a movie. So I was like, oh, okay.

[Josh Clark]

So did you or did you not tell them to go to hell with their script note?

[Kyle]

I did not. I got a lot of good notes from this person. So. All right, I was on their side.

[Josh Clark]

Is this a bad actor?

[Kyle]

No, this is a good writer.

[Josh Clark]

Okay. There's a big difference. So to get a little further to wrap that up. So those letters were eventually overtaken by numbers. Because again, if you. I don't even know if I said it. And we edited it out, but if you look at an old phone, I think even a new phone still.

[Kyle]

You said it. Yeah.

[Josh Clark]

Okay. The numbers are associated with specific letters. So two is associated with ABC three is associated with def and so on. So if it was Klondike, that's kl. Both of those are on the five. So eventually it just became five, five, five, whatever the rest of the thing is. And when we went to all numbers, that was a big step in the direction of eventually phasing out switchboard operators.

[Kyle]

Yeah, then you went seven digits. And then eventually in most places you needed the area code as well. And we went to 10 digit.

[Josh Clark]

Yeah, but area codes weren't around for a while. I think it was.

[Kyle]

Oh, no.

[Josh Clark]

Oh. I don't remember exactly when it was, but I'm looking. That's why I'm still kind of talking a little bit.

[Kyle]

I mean we've talked about this before because we both have our phone numbers memorized growing up. And there was definitely not an area code. 981-9819. That was me.

[Josh Clark]

I grew up with an area code.

[Kyle]

Oh, really? Yeah, from the moment you could remember.

[Josh Clark]

Right? I'm sorry, I'm sorry. There was just an exchange. It wasn't. Yes, you're right. Mine was 3829-040. Sorry.

[Kyle]

If those two numbers called each other like and some weird portal opened, that.

[Josh Clark]

Would be pretty awesome. What would be through the portal? Either gnomes or robots. It's gotta be one of the two. Really earthy or really futuristic.

[Kyle]

Adam Curry.

[Josh Clark]

Wait, wait, which one?

[Kyle]

Oh, Adam Curry dressed as a gnome.

[Josh Clark]

Okay, thank you.

[Kyle]

Okay. I knew you weren't gonna be satisfied until I picked one of your two. Should we talk a little bit about who the switchboard operators? All right. Or should we take our break?

[Josh Clark]

I feel like we went long before the first break, so let's keep going.

[Kyle]

All right. Well, most of these switchboard operators were women. Initially they tried teenage boys. But I love this little factoid Kyle dug up. Apparently there was a quote that said, unfortunately they matched insult for insult for Canadian boys that were operators. So if like and as we'll see, people call up and be surly or in a bad mood or if it didn't work right, they'd be cussing and these teenage boys would give it right back to them. And so customer service is suffering in the 1880s. Cause all these wise mouth kids. So they started hiring mostly women. In the early 20th century. I think 80% of all operators were women here and abroad. They were called hello girls. Ironic since apparently they weren't even allowed to say hello. We'll get to that in a second. And Emma Nutt was the first phone operator, switchboard operator hired by AGB in 1878 at a whopping wage of about a nickel an hour.

[Josh Clark]

Yeah. Which is even adjusted for inflation, that's only $1.50 an hour today.

[Kyle]

Yeah.

[Josh Clark]

Pretty meager. But she was a pioneer. And probably one of the reasons why she kept her job was eventually it had a lot of prestige to it. It was one of the more respected jobs a woman can have, but it was also one of the very few jobs a woman could have. So women proved to be a fairly docile workforce because they had so few choices, other choices for work. And so they were exploited to the bone as phone operators. Sadly, as it turned out.

[Kyle]

Yeah. It took everything I had not to make a nut job joke.

[Josh Clark]

Can we hear it?

[Kyle]

But I guess I sort of just did. Well, I don't know. Her name was Emma Nutt and everyone's like, I want a nut job.

[Josh Clark]

That was good. Sorry. You got me.

[Kyle]

So here's the deal, though. It was very specific criteria. You couldn't just waltz in there and get this job because like you said, there wasn't a lot of choice for women in the workplace. And eventually they would pay them. Okay. Not as much as their male counterparts, of course, because that's just how things worked very sadly. But it was a very. It was known as a pretty good job to get in the US you had to be well spoken. You had to be a high school graduate. In Canada, they sought women with good eyesight, no cough, you had to be of sufficient height and were physically fit in order to tackle the exacting work at the switchboard. And also this is in Canada, also a reference of moral character from their clergyman.

[Josh Clark]

Well, this is to get a job as a switchboard operator.

[Kyle]

Yeah. What about in the uk? Because that's pretty fun too.

[Josh Clark]

You're required to speak the king's English and not in a cockney way or a northern way.

[Kyle]

Yeah.

[Josh Clark]

And so women would accept these positions. Again, these were coveted positions. In some cases, they paid them and gave them financial freedom. They were looked upon with respect by their community, like, to make it as an operator, even be hired as an operator. It told the rest of society, this one's a good egg because we only hire the best eggs. One of the things, though, like you said, was that there were really strict rules on their behavior, how they comported themselves when speaking to customers, and then just how they even, like sat and positioned themselves at their switchboard. There's a 1910 booklet that the Bell Company wrote that Kyle found where they were saying, like, do not answer these calls with Hello. They said, would you rush into an office or up to the door of a residence and blurt out, hello, Hello. Who am I talking to? When they put it like that, it's actually a reasonable thing. But what's funny also is there was a big debate initially when phones were invented between whether the proper way to answer a call was hello or hoy Hoy. And Alexander Graham Bell was a hoi. Hoy boy. And Thomas Edison, who was his big rival in founding phone companies, he was a hello guy. And that's why you'll hear Mr. Burns say, hi, Hoy. When he answers the phone. It's just going to show how ridiculously old he is.

[Kyle]

Yeah, we talked about this on one episode. It was a long time ago, but I used to have ahoy, Ahoy. Written on my first flip phone. When you opened it up, the little home screen. Because before they had pictures and graphics just said ahoy, Ahoy.

[Josh Clark]

Did you write it in nail polish?

[Kyle]

No, no, no. It was typed out instead of, like, Chuck's phone or something.

[Josh Clark]

Oh, okay. I never had a phone that had any feature like that.

[Kyle]

Yeah, well, you know, these were early flip phones.

[Josh Clark]

I thought you actually wrote it on the screen.

[Kyle]

No, no, no, no. It was typed letters, so.

[Josh Clark]

Oh. There were a couple of things that I saw that were really harsh. There was an interview that I found, I think, American Experience. They did a documentary on the telephone, and they were interviewing, like, some of these original operators, and one of them was like, so they used Taylorism. So there was, like, five supervisors to every single, like, switchboard operator. And they would just hover over you like a hawk. They would constantly be like, come on, girls, faster, faster. That kind of stuff. And this woman was like, if you even lifted your head up from your switchboard, not even looked around, not even talked like you just lifted your head up. Four supervisors would be on you being like, what do you need? What's going on? There was another one that. I think it was on history.com, they were writing about telephone operators, and they. They quoted from a woman who was like one of the original ones who said, I had to work 10 unpaid hours as punishment for a single giggle. Like, that's how. How just regulated. The women operators were. For decades and decades. That was just part of the job.

[Kyle]

Yeah, I never did telemarketing in college, but that was a big. Dial America was a big job in Athens. I'm sure you remember. You probably worked for Dial America.

[Josh Clark]

I didn't, but I worked for another. I have a story about that, yeah.

[Kyle]

It was a big easy job to get in Athens and I'm sure many colleges. But the central benefit of any job like this is being able to put your hand over the receiver and roll your eyes to the person next to you and go, oh, my God, you got to get a load of this guy. Or you should hear this lady's voice. Like, if you deny your worker that, then you're not going to have a happy workforce. That's the one perk you get when you're not on a. Right in front of someone, is that you can say something quietly and have a quick laugh.

[Josh Clark]

Yeah. They could not do that. They would get in trouble and possibly fired for that kind of stuff. So actually, one of the cool things is they figured out that, okay, wait, there's thousands of us in this workforce. Let's form a union. And they were told, no, they can't form a union. So they said, okay, we're going on strike. And I think in 1919, New England Telephone operators walked out and just crippled the phone network for basically half of New England. And the company was very quick to be like, okay, what did you say you wanted again? And they went back to work.

[Kyle]

Exactly.

[Josh Clark]

So that was pretty cool. But for the most part, they were treated rather poorly.

[Kyle]

They were. And they. In the face of, you know, like I said, some people would call in cursing. There were men who would use foul language. Sometimes they would get charged extra for their call. They would. Sometimes people would call and say like, hey, do you know what time it is? Or do you know what goes in this recipe? Or do you know what time the train runs from this station?

[Josh Clark]

Or does this shirt make me look fat?

[Kyle]

Yeah, exactly. And they're acting like information, basically, rather than just connecting calls.

[Josh Clark]

Right.

[Kyle]

You know, I guess they weren't being as reined in everywhere. Or maybe they were taught the customer's always right. I don't know.

[Josh Clark]

They were. And there were like five things you could say to a customer. No matter what they said to you, no matter how abusive they were or anything like that. You could say like, thank you or something like that. You could. Saffron, right? That was the safe word.

[Kyle]

Yeah.

[Josh Clark]

The supervisor would come in and be like, hey, hey. What are you saying?

[Kyle]

Well, if they got asked something in a recipe and they can only say five things, it really hems them in.

[Josh Clark]

So are you allowed to leave if not say saffron?

[Kyle]

Here's one fun little thing. In World War I, there were 223American women who served in Europe as switchboard operators because France's phone system was wrecked. So the US Army Signal Corps literally built its own phone system and had bilingual American switchboard operators working there and sometimes giving really important, direct orders about, you know, bombings and raids and things like that.

[Josh Clark]

Well, they would pass them along. I don't know if they were making up the orders themselves.

[Kyle]

Do you think anybody would have thought that?

[Josh Clark]

I did.

[Kyle]

You thought that's what I was saying.

[Josh Clark]

No, but it was still hilarious to hear you say it.

[Kyle]

Exactly. But this is the cool part. After 60 years, finally, in 1979, these women were recognized as veterans.

[Josh Clark]

I know. That was very cool. It's sad that it took that long, but at least they finally got there. I'm sorry. I keep imagining a whole cadre of operators just making up orders for Bob.

[Kyle]

This lady just said to storm the beach.

[Josh Clark]

It's just chaos.

[Kyle]

All right, now we're going to take our break. We're running a bit long, so we're going to come back and finish up on how it all ended with automation right after this.

[Josh Clark]

Stuxnet.

[Chuck Bryant]

Who?

[Josh Clark]

Stuxnet.

[Kyle]

Say it one more time.

[Josh Clark]

Stuxnet.

[Kyle]

I don't know what that is.

[Josh Clark]

You know, it's stuxnet.

[Kyle]

Is that in this? Stuxnet.

[Josh Clark]

Stuxnet. It's a great nightmare. That's the name of it. It's a great name. All right. Stuxnet. With an. With an X.

[Will]

Hey, Will, do you ever get overwhelmed by how much science happens these days?

[Jerry]

Constantly. I'm like, ah, there's so much science, I can't keep track of it all.

[Will]

Then it's a good thing. Our podcast, Part Time Geniuses, counting down the 25 greatest science ideas from the past 25 years.

[Jerry]

That's right, Mango. We're talking animals.

[Will]

In a paper called, quote, chickens prefer beautiful humans. This was actually the title of the paper. They all discovered that, much like humans, chickens are attracted to symmetrical faces.

[Josh Clark]

Got it.

[Will]

We're talking medical miracles.

[Jerry]

He's an endocrinologist who found a way to stimulate insulin producing cells using. Wait for it. The saliva of a Gila monster.

[Will]

There's no way to make that not sound crazy.

[Jerry]

We even talked to some of the experts behind these breakthroughs. It's a week full of fact packed stories you won't want to miss. So listen to the Part Time Genius countdown of the 25 greatest science ideas of the past 25 years, starting Monday, March 3rd on the iHeartRadio app, Apple Podcast, or wherever you get your podcast.

[Josh Clark]

Okay, Chuck, so I think I said before that once they Started going to all numeric. Well, numbers. The. The. That was like a huge first step toward automating the system and eventually phasing out human operators. And one of the reasons why is because you can take numbers and you can quantify them essentially. And that's what those original phones, the rotary phones, then apparently the fake keypad phones would do. When you dialed a number, your. Your finger would eventually hit a stop for like a 3. The stop was closer for the 0. The stop was an eternity away. Because it. Once you hit the stop, the. The dial would go back to the original position, and as it did, it would put out, you know, three impulses, say three electrical impulses when you dial the three. And what that did was it told the automated switches that were eventually invented to start paying attention and start dialing some numbers here. Because I just sent some electrical impulses.

[Kyle]

That's right. I think you mean pulses, don't you?

[Josh Clark]

What did I say? Pluses.

[Kyle]

Impulses.

[Josh Clark]

Did I?

[Kyle]

Yeah.

[Josh Clark]

It's a little late in the day and my brain is mush from all the engineering week we've been doing.

[Kyle]

Hey, I'm not just sitting here as correct you guy. I just. I think it's kind of funny. Somebody would have written in and it's like, why are these phones having impulses?

[Josh Clark]

No, hey, you got me back for the operators giving direction.

[Kyle]

Here is where my mind exploded because I didn't learn this yesterday. Are you still liking that one? Yeah, I didn't learn this yesterday, but I learned it, I think, the last time you explained this. Cause we explained that in another episode about how you dial. Oh, yeah. How you dial a rotary phone. I did not know that it was. The retreat of that dial back to its original position was what was being quantified and pulsed.

[Josh Clark]

You think it was the dial up, like when you dial it.

[Kyle]

Yeah. You put your finger in it and you dial the four over. You know, as a kid, you just think like, yep, I'm hitting the four and I just take it out and it goes back to its place. It going back to its place is the key.

[Josh Clark]

Yeah.

[Kyle]

Which I just.

[Josh Clark]

I don't know if I knew that either, though. It seems new to me. So if I did explain it before, it didn't stick.

[Kyle]

It's pretty cool, though. I mean, that's just a fun little fact for anyone who still understands what those are.

[Josh Clark]

One thing I do think we talked about in the phone phreaking episode was the invention of the strauger switch, which was invented by an undertaker named Almond Brown. Strower. And the reason that he came, like an undertaker in Kansas City, invented the automated phone switchboard because, as legend has it, he was losing business to a rival undertaker whose wife was the town operator. So when people call up and said, undertaker, police, she would just route him to her husband's business and leave Strouder's business out. And he's like, you know what? I want to get rid of the operator. So he went and invented one of the more sophisticated pieces of technology that was around at the time. And this is in 1890, that he came up with the first automated switch. And it is impressive.

[Kyle]

Yeah, I mean, that's the one that led to the rotary switch that we're talking about, though, right?

[Josh Clark]

Yes.

[Kyle]

Do you know how his worked specifically, or what the difference was?

[Josh Clark]

Actually, it's really fascinating.

[Kyle]

Well, let's hear it. We got one minute.

[Josh Clark]

All right, so let's say that you dialed that three. Right. That first number, those three impulses. I think in slang, it's just called pulses.

[Kyle]

Sure.

[Josh Clark]

They went down the line, and they hit the first switch, and they told the first switch, okay, we're going to three. And so that would narrow down the number of subscribers to this telephone switchboard whose number started with three.

[Kyle]

Oh, yeah.

[Josh Clark]

And then the next number would come in five.

[Kyle]

Yeah, right.

[Josh Clark]

Five impulses of electricity would come to the second switch, and. And it would tell that switch. Okay. Now we're just trying to get to the people whose first Two numbers are 3, 5, and so on and so on until finally all, what, eight known? Yeah, eight. Seven numbers were dialed. And so it led to the only person whose phone line could possibly be connected to this specific circuit of seven numbers. And then it would connect the call from the caller to the callee.

[Kyle]

Wow. That's pretty cool.

[Josh Clark]

Yeah, it's really amazing. This guy came up with this in 1890.

[Kyle]

Yeah. And, you know, we didn't even really mention it. Seems obvious, but I guess we should say the reason they were looking to phase out and go into automation is kind of like every reason always is money. You know, less overhead. You. As more and more switchboards grew, you had. Well, a. The switchboards cost a lot of money. They cost. You know, you had to have land in a building, and you had to have people to operate them, and they just couldn't keep hiring more and more people. I think at one point they said, you know, we'd need a million switchboard operators. And that just wasn't even a possibility at the time. So automation was always on the horizon. Interestingly. Along those lines, long distance switching took a lot longer. Like it was into the late 1960s and even some places in the 70s where you still had operators that had to connect long distance lines because it was, as Kyle said, it was just no alternative to human intelligence. It was too complex at the time. But eventually, you know, they figured all that out.

[Josh Clark]

But that meant that there were humans who were walking around knowing how to connect Topeka to Tacoma. They knew the combination of switches.

[Kyle]

Yeah, yeah.

[Josh Clark]

To connect or the number of levers to pull, the number of like wishes to make, I don't know. So they would, they knew how to connect a call like that and not just to Pica to Tacoma, like whatever city. To whatever city. They just knew how to do it.

[Kyle]

And I mean, impressive.

[Josh Clark]

Yeah, that's just an overlooked part of history that there were people walking around who knew how to do these complex algorithms basically. And they were all different for depending on what city was calling what city. So that kept operators around for much longer than they would have been had long distance not existed because they got phased out at the local level. But for long distance calling, they were just too valuable to get rid of at the time.

[Kyle]

What happens when you dial 0 today from a landline? Is there an operator?

[Josh Clark]

Well, number one, there's no landlines. There's just, you get like an alarm, somebody's house alarm, I think maybe.

[Kyle]

Yeah.

[Josh Clark]

And then number two, there's no zero anymore. Gen Z got rid of it.

[Kyle]

All right, good deal.

[Josh Clark]

So I think by the 70s the whole thing was digitized. There was no corded switchboards any longer, but there were some like pockets of switchboards that were still around. Right. That held on long beyond the time it was necessary.

[Kyle]

Yeah, there's a couple of competing last switchboard, last operators. One that you'll see a lot online is widely recognized. 1983, Bryant Pond, Maine. I think the specification here is it was the last hand cranked telephone system and switchboard. Like, you know, like you see in the old movies. There's a box on the wall and you go, you crank a thing.

[Josh Clark]

Give me Klondike 5, 6000.

[Kyle]

Exactly. And Susan Glines was the last operator there. London's. Thank you. Kyle was at Enfield and this was 1960, I think was retired. But the last caretaker telephone operator in the UK retired in 84. But then you found one in California that was 91. And as best I could tell, that was a private, a sort of very small customer based private phone company in Kerman.

[Josh Clark]

And what was sweet was I saw one of the reasons that the owner of the company held on to human operators for so long was because there were so many migrants who lived in town that the phone operator was bilingual and could help connect calls between people who spoke two different languages.

[Kyle]

Yeah, all of the. Not even the final one. All of their operators were bilingual.

[Josh Clark]

Oh, is that right?

[Kyle]

Yeah.

[Josh Clark]

Oh, very nice.

[Kyle]

I think that was their specialty. No, I'm serious.

[Josh Clark]

That's what they said at the company picnic.

[Kyle]

That's our specialty. No, I mean, I think that's. Honestly, they had. Most of their customer base were people with family in Mexico. And so they just had a niche from my understanding.

[Josh Clark]

I mean, I don't know why you're getting the impression that I don't believe you. I believe what you're saying because you.

[Kyle]

Keep laughing at it going, that's funny.

[Josh Clark]

I'm still thinking about the operators telling everybody to bomb Rouhan or something. You got anything else?

[Kyle]

No.

[Josh Clark]

Big thanks to Kyle for helping us out with this one. It was very technical and complicated. And since I said technical and complicated, it's time for listener mail.

[Kyle]

Here's our Joe Theisman follow up. We got quite a few emails. In fact, a few from people whose parents went to school with Joe Theisman, the former quarterback of the former Washington Redskin football football team. Now the commanders. Hey, guys. I used to freelance for a video company that did a lot of conferences. And one time, Joe Theisman was the keynote speaker. The way he told the story about his last name is as follows. Growing up, his dad was very firm that their last name was pronounced Theisman. Apparently, his dad would get quite cross when folks would pronounce it wrong. People often said it wrong. So Joe would call his dad and have him correct them. Dad, they said it wrong.

[Josh Clark]

My dad's gonna sue you.

[Kyle]

He snapped my leg. According to Joe's story, when he was a candidate for the Heisman Trophy, his college coaches thought it would be better if it was pronounced Theisman to rhyme, obviously. So again, Joe called his dad to ask him and his dad responded, I've told you, it's Theisman. So it sounds like Joe has made kind of a fun little apocryphal story about this. But it seems confirmed it was Theseman. Heard it from the man's own mouth. And that's from Karen Gill Pennington.

[Josh Clark]

Very nice. Appreciate that, big time. Who was it?

[Kyle]

Karen Gill Pennington.

[Josh Clark]

Thank you very much, Karen. I'm just going to call him Karen.

[Kyle]

Sure.

[Josh Clark]

If you want to get in touch with us like Karen did and give us a great story that kind of sums up, ties up, circles up a story that we talked about. We love that kind of thing. You can send us a Message email to stuffpodcastheartradio.com.

[Kyle]

Stuff youf Should Know is a production of iHeartRadio. For more podcasts My Heart Radio, visit the iHeartRadio app. Apple Podcasts are wherever you listen to your favorite shows.

[Will]

Hey Will, do you ever get overwhelmed by how much science happens these days?

[Jerry]

Constantly. I'm like, ah, there's so much science I can't keep track of it.

[Will]

Then it's a good thing. Our podcast Part Time Genius is counting down the 25 greatest science ideas from the past 25 years.

[Jerry]

That's right, Mango. We're talking animals in a paper called.

[Will]

Chickens Prefer Beautiful Humans.

[Josh Clark]

This was actually the title of the paper.

[Will]

They all discovered that, much like humans, chickens are attracted to symmetrical faces.

[Josh Clark]

Got it.

[Will]

We're talking medical miracles.

[Jerry]

He's an endocrinologist who found a way to stay stimulate insulin producing cells using, wait for it, the saliva of a Gila monster.

[Will]

There's no way to make that not sound crazy.

[Jerry]

We even talked to some of the experts behind these breakthroughs. It's a week full of fact packed stories you won't want to miss. So listen to the Part Time Genius countdown of the 25 greatest science ideas of the past 25 years starting Monday, March 3rd on the iHeartRadio app, Apple Podcast, or wherever you get your podcasts.