Making connections

I remember the first time a piece of equipment spoke to me. I was using a new credit card at my regular gas station and when I swiped my card, the gas pump welcomed me by name.

Ewww.

Ever since, I have been put off by machinery and software that appropriate the manners of, or imitate, people. If it's a computerized voice at the other end of my phone line, I hang up. If I get an electronic recording at a place of business, I press "0" for the operator. I understand that this type of technology serves all kinds of business functions, but when I'm greeted by a human, I smile. And when my first interaction with a business is positive, I'm more likely to become a customer.

It strikes me as ironic that as the American economy becomes increasingly grounded in the delivery of services, rather than products, we seem to be further removed from dealing with actual people.

So I was intrigued by Staff Writer Matt Dodge's story about Five County Credit Union's adoption of video tellers at two new branches, in "Teller 2.0," starting on the cover. The technology allows a customer to conduct his or her banking via a customer service rep who is stationed in a distant call center. The exchange is still person-to-person, even if there's a screen dividing the faces.

The advantage to the credit union is huge: It can increase its footprint and customer base without investing in bricks-and-mortar overhead, and can maximize the efficiency of existing staff. It will be interesting to see if this becomes a banking norm.

Also part of this issue's focus on banking and finance is a story by Senior Writer Jim McCarthy about the state of Maine's foreclosures, "Not out of the woods," starting on page 22. Although the number of foreclosures seems to have stabilized, the time involved in resolving them is on the increase, taxing lenders' abilities to make new loans and increasing their servicing costs. We round out the section with a list of the Small Business Administration's biggest Maine loans in 2011, starting on page 25.

Jim also brings us some good news from the Midcoast Regional Redevelopment Authority, which drew accolades from a federal official for its progress in transitioning the former Navy base into a commercial hub. The story, "MRRA efforts draw national praise," starts on the cover.

We also have in this issue a Q&A with Bob Martin, newly appointed head of the Maine Technology Institute. The story, "Tech support," by Contributing Writer Lori Valigra offers an in-depth conversation with Martin, himself an entrepreneur, about the emphasis he's placing on getting more visibility and resources to Maine's technology companies. In fact, he's headed to Scotland next month to woo investors for cleantech and alternative energy companies. Stay tuned.

Carol Coultas

ccoultas@mainebiz.biz