The paper Gleick was referring to is this one, but it would be a lot of work to discern whether it was causal in getting telephone companies to do anything different. It sounds to me like the paper is saying that the particular telephone error data they were looking at could not be well-modeled as IID, nor could it be well-modeled as a standard Markov chain; instead, it was best modeled as a statistical fractal, which corresponds to a heavy-tailed distribution somehow.
The paper Gleick was referring to is this one, but it would be a lot of work to discern whether it was causal in getting telephone companies to do anything different. It sounds to me like the paper is saying that the particular telephone error data they were looking at could not be well-modeled as IID, nor could it be well-modeled as a standard Markov chain; instead, it was best modeled as a statistical fractal, which corresponds to a heavy-tailed distribution somehow.