Google Voice is the newest update to Grandcentral, a service I’ve used since near its inception. It generates a universal phone number that ties together various services such as all your other phone numbers, voicemail, VOIP, SMS and even your Gmail contacts. It’s seamless, it’s convenient, and I love it. The tech press points out that Google Voice is a direct challenge to other established for-profit services such as eBay’s Skype, Vonage and Comcast. They missed out its effect on one nonprofit, Community Voicemail, that offers free voicemail for nonprofit clients.
In the past, I was responsible for handling the technical side of Community Voicemail for New York City. It’s admirable goal was to provide free voicemail accounts for homeless clients throughout the city. At its peak, we had thousands of voicemail accounts being routed out of the office of the Coalition for the Homeless. Over time, it slowly became a burden as the hardware slowly died and then it was down for weeks when replacement hardware was shipped and installed. And then Grandcentral arrived. You could GIVE your clients free voicemail. When it was bought out by Google, Grandcentral unfortunately stopped giving out new accounts. Community Voicemail got a reprieve.
During my time working with them from 2002-2007, there was never an attempt by Community Voicemail to change their client-server delivery method. There was no attempt to build an open API, widgetize it, integrate it with social networks, indeed there wasn’t even a Web client through which you could provision services. Delivery of software for a nationally unified CVM that wouldn’t require direct provisioning of local telephone numbers by a nonprofit was promised but never delivered. You had to have Cisco equipment on-premises just to even start.
There is no doubt that a lot of good was done by CVM before Grandcentral showed up on the scene. Many clients attested to its usefulness. However, Community Voicemail is made redundant in the face of publicly available free voicemail. Indeed, Grandcentral actually offered homeless people in San Francisco free voicemail just like CVM. In 2006, the writing was on the wall and I counseled the Coalition to shut down the New York CVM service and we did. I’m upset that Grandcentral shut down giving out accounts soon afterwards but the launch of Google Voice today ultimately confirms my intuition about voice telephony. Voice is low-bandwidth and the processing of it is hardly more complicated than say email or even IM. It’s so cheap from a data processing point of view that it will be offered for free. Google Voice is just another milestone to a free voice plan for all.
I think Community Voicemail desperately needs a new raison d’etre and indeed there is room in their mission statement to evolve away from voicemail as their only mode of service:
Community Voice Mail (CVM) helps people living in poverty, transition and homelessness rebuild their lives by connecting them to jobs, housing, information and hope. We do this by customizing and distributing communications technology via a national network of community-based services.
They can’t just be a free voicemail provisioner. They need to attack other issues that social services clients face but would be in the same realm of voicemail. Voicemail was ultimately about keeping data in safekeeping for nonprofit clients. Many social services clients don’t just have voicemail as a problem, they also have data safekeeping issues. In other words, it’s really tough for clients to keep all their documentation straight when they’re homeless. I’ve often thought it would be a good idea for homeless clients to also have a one-stop shop where they can could scan in documents such as wedding, birth and naturalization certificates as well as any other government documents so that any nonprofit they’re working with could print them out. Think of it as a electronic folder that makes it easier for clients to keep track of the work they’re doing with nonprofits. With the advent of EC2 and S3, this could easily be a national service that Community Voicemail could start without a large outlay of money.
It’s clear that nonprofits that work with technology will always face the problem of being made obsolete in the face of larger and better-funded ventures. There’s nothing wrong with simply stepping back and reassessing your mission from time to time in the face of that. I really hope that Community Voicemail takes this post to heart and really look into modifying their programs.
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