The first people to find your number

In the 1930s, staff used manual directories

by Christine McCarthy BBC News Online

With directory enquiries set for a radical relaunch, we thumb the pages of history to the service's pre-computer origins.

Choice, price and variety are all buzz words of the new-look directory enquiries, bursting onto the phone scene on Tuesday.

Instead of one number, the familiar 192 will be replaced with a choice of 10 different six-digit numbers for callers to choose from.

But when directory enquiries first launched in 1932 the whole idea that you could call someone to hunt down a number for you was revolutionary for phone users.

"I want the number for the shop next to Boots"

Back then there were no hi-tech switchboards and even as late as the 1970s, exchange telephonists used manual directory books to find the numbers.

Former operator Teresa Turner (her maiden name), worked in directory enquiries from 1977 to 1989.

"The service was localised when I first started, so you'd have one book for your immediate area and then a whole range of books for the rest of the country stored behind you," she said.

"You'd have to find the right book using the town index and then literally flick through the pages to find the number."

The task could be laborious, but there were no such things as time statistics in those days.

Operators worked in local exchanges and got to know callers

"Looking up a number simply took as long as it took, the majority were quick, but you really did not log the time you spent."

A microfiche system was only introduced in inland directory enquiry centres in 1981, to speed up response times.

Today's new directory companies boast a range of services as part of their package, including cinema listings, restaurant bookings and a call-up service for the number you require.

All this is a far cry from the early directory service - although its operators may have had the edge on personal touch.

Phoning directory enquires - right up until the late 1980s - would put you through to your local exchange, where local knowledge came free of charge.

"You would have people ringing up asking for 'the number of the bag shop next to Boots', when they couldn't remember the name," said Teresa.

Baffling requests

Not a problem when your operator knows the town in question.

Key dates

1932 First directory enquiry bureau launched

1981 Computerisation begins with microfiche system (completed 1986)

1989 Automatic Voice Response launched

1991 Charges first introduced

BT spokesman Jon Carter said: "In the early exchanges operators would literally know the person in question so passing on the number was easy."

Sadly this luxury disappeared when the directory enquiries became more centralised and calls were taken from all over the UK.

The introduction of automatic voice response (AVR) provided an even faster service - using the recorded voice of actress Julie Berry.

No doubt the new directory enquiry services will still prove a magnet for those priceless calls from the general public, searching for that elusive number.

"His name's Brian, I think he lives in Newcastle"

One keen caller, shortly after East Enders first hit the screens in the mid 1980s, rang up to ask for the number for Oz cabs, the fictitious taxi firm featured in early episodes.

Another wanted the telephone number of "the woman who lives next door to my sister", no name, just the road.

Teresa remembers a sweet elderly lady who regularly interspersed her enquiries with tales of her time as an aide for a former Royal Family member - allegedly.

Operators were recruited for the clarity of their voice and their proficiency at the job. Passing a geography test and a colour-blindness check were among the other pre-requisites.

Telephonists, mainly female, worked shifts with numbers rising to 20 at peak times.

Being told that a number was "ex-directory" was a regular source of annoyance among callers unused to the service.

Number demands

Many refused to believe that an ex-directory number was not secretly known to the operator.

"People were convinced you could see the number they wanted and would come up with all sorts of reasons as to why they should have it, " said Teresa.

Operators got used to callers' peculiarities

"In actual fact we only saw the words ex-directory too."

Similarly, asking for a town which could have a double location - such as Leyton, London and Leighton Buzzard, Beds - gave rise to more confusion.

Directory enquiry services has always prided itself on being fast, efficient and accurate.

It remains to be seen which of 10 new operators will become the UK's favourite number finder.