Take, for example, the pre-recorded telephone information service. The reply often comes fast and furious in English and callers who do not understand the language are effectively excluded from using the service.

• 比如电话预录咨询服务，许多时候“一开口”就是叽哩咕噜的一串英语，对不谙英语的人来讲，形同“鸡同鸭讲”。