This is quite funny, many people still can't figure out how to operate most of their mobile phone's features under normal circumstances. The author's suggestion that if they are "too distraught to speak" that people will "text messsage the call center" is a good one! Speaking is about the most natural thing for people to do, what makes them think someone in severe shock is going to faff about navigating menus and wrestling the T9 predictive text in their phone so they can fire off an SMS if they're unable to think enough to even speak?
I can just see that one now too, someone trying to configure their GPRS settings on their phone so they can receive this video while their friend is over in the corner choking to death. Riiiight!
The current usability level of technology is just not where it needs to be for most people to make these things that useful realistcally.