Sure, there is e-mail, and faxes, but nothing is as easy and as personal as talking to someone on the phone. It's a speedy way of getting information and should there be a misunderstanding, you can clear it up immediately.
Many people answer the phone haphazardly.
Some identify themselves with first names, some with their last names and others answer with both names. Worst of all some people don't bother to identify themselves at all. It's important to remember that the words you choose set the tone for the conversation that follows. So it's always to your benefit to choose the words that will get your conversation off to a good start. Several people sent in questions on Telephone Etiquette last month.