Remember when Lily Tomlin's character Ernestine ran the entire phone company single-handedly? From her little PBX switchboard she efficiently dispatched installers and repairmen while simultaneously providing harried customer service, challenging delinquent bill payers and dispensing unsolicited advice to business and world leaders. I actually worked for the phone company in those days and understood her loyalty and determination, not to mention her romantic crush on Vito, her favourite repairman. Back then, I too had a favourite repairman. In fact, I married him. But that's another story. Then, along came new…