I am thinking today of John Hersey's book, MY PETITION FOR MORE SPACE. It is from the 1970s, but I see it more and more in daily life. The endless phone calls, paperwork, and facing down petty officials that has become part of life is so de-humanizing that it is hard to accept, and yet there is no other way to do what must be done. Like the character in the book, I plan what I will say, how I will appeal to their sense of fairness, even pity, but they have heard it all and have developed a tough hide that protects them from caring too much. "You'll have to call Angela (or Raymond or Carlos or Melissa)." I can give you that number."