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A few weeks ago we turned over our old car to our son; it required changing our insurance policy, transferring the title and canceling our plates so that he could register and insure the car in his own name. A friendly insurance agent helped us through the process—but it took 48 e-mail messages back and forth to establish the correct version of all the forms. With each revision, new errors crept in—the old garaging location substituted for the new, the model name Spoonerized, the zip code altered to the number of the Beast. Each data entry field was a pit and snare. In retrospect, I realized that it would have been much easier to visit the insurance office in person; a face-to-face meeting would have spared us endless misunderstandings.


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