by Relebohile Kabelo

The ubiquity of mobile phones has transformed contemporary patterns of communication. Both basic phones and smartphones facilitate immediate contact, whether for maintaining social relationships or exchanging information. Smartphones, in particular, extend these functions through social media platforms such as WhatsApp, which offer cost-effective and efficient means of interaction. A prevailing expectation among users is the immediacy of response, calls are anticipated to be answered promptly, and messages replied to without delay. This expectation illustrates the degree to which mobile technologies have become embedded in everyday life. The expression “glued to phones,” though colloquial, encapsulates the phenomenon often described as smartphone dependency or addiction. Nevertheless, it is important to recognize that individuals continue to negotiate responsibilities and experiences beyond digital communication.

The central challenge lies in the widespread expectation of immediate responses in digital communication. For business owners, this expectation places their digital accounts at risk, as buyers rarely consider that the owner may be occupied with other clients. As a result, dissatisfied customers often turn to competing businesses or publicly criticize the delayed response on social platforms. This issue is particularly pronounced in the telecommunication sector. Clients seldom acknowledge the scale of such services, for instance, a provider may serve over 500,000 subscribers, among whom tens of thousands may simultaneously encounter network difficulties. Consequently, callers are frequently placed in queues, waiting several minutes before reaching a service officer. To mitigate dissatisfaction, telecommunication companies employ strategies such as automated music during waiting periods. Although some clients abandon calls due to impatience, the widespread provision of toll-free services helps reduce backlash. By contrast, industries such as banking often charge customers while they wait, which leads to greater frustration. Small businesses, which lack the resources for such innovations, are especially vulnerable to reputational harm when they cannot respond promptly.

Users of mobile phones, regardless of type, are accustomed to a culture of constant availability. Any individual who fails to respond promptly to calls or text messages is often perceived as unreliable or socially inconsiderate. This expectation is intensified by phone addiction, which normalizes the assumption that everyone is perpetually accessible and will respond immediately. In practice, however, senders rarely consider that the recipient may be occupied with daily responsibilities or personal events. In urgent situations, frustrated callers often expect immediate reception, as though communication technologies guarantee constant responsiveness. While mobile phones have undeniably facilitated assistance in emergencies, they cannot account for the personal circumstances of recipients, who may be in vulnerable situations such as attending significant family obligations (e.g. funerals). Ultimately, the expectation of instant communication overlooks the reality that individuals’ availability is shaped by broader social and personal contexts.

Living life nowadays feels as if no one truly has a life to live. Almost all communities are shaped by this culture, or more precisely, by screen culture. The emergence of smartphones has turned people into virtual automatons. Terms like “social detox” have become popular because many have recognized the darker side of smartphone use. When two people are talking and one is texting on their phone, it can feel as though a third person is present, since one individual is communicating simultaneously through multiple channels. Memes reflecting this phenomenon are trending, such as: “We’ve normalized overconsumption (and it’s killing your creativity); we can’t even eat without watching YouTube; we can’t go for a walk without listening to music; we can’t go to the toilet without scrolling reels; there’s no breathing room for your mind, just a never-ending stream of dopamine; how do you expect to create something great when all you ever do is consume? Give yourself a little space.” This illustrates that nearly everyone is constantly engaged with their phones, attending to one activity or another, hence almost everyone thinks there should be an instant response.

To support the idea that everyone has a life to live, individuals must manage their screen time and respect others’ availability by not expecting immediate responses. This entails accepting that the recipient may be unavailable at a given moment and allowing sufficient time for them to reply. Technical issues, such as a lost or malfunctioning phone, may also prevent instant communication, so senders should not become frustrated when responses are delayed. Ultimately, the principle is that phones should function more like postal mail, which promote mutual respect between users and recognizing that everyone’s time is valuable.