I understand it. I don’t justify it or think it’s a good idea, but I understand why it’s done. In general—yes, I am generalizing—the cohort of young people under age 30 have very under-developed phone skills. I have noticed this in business, and my sibling notices this with customers, who are generally young people. it’s common for them not to know how to fulfill an information need by phone. The other piece of it is that many of them are concerned about appearing dumb or getting chastised or getting it wrong when they communicate by phone.
I made sure my children know how to use the phone to make appointments and get clarification on their information needs! And they do it well.