Self-Service Vs Full-Service
An interesting article by Stanley Fish in The New York
Times recently about the self-service economy we live in.
The article is about getting a cup of coffee - but it
is
extremely relevant to those of us working with online
software
systems. - many of which are self service these days.
This is the way we live today - and frankly we all like
the
control we get from being able to have our
hands-on. But
does it always lead to the best solution? Fish describes
the
problem:
"A coordination problem (a term of art in economics
and management) occurs when you have a task to perform, the task has
multiple and shifting components, the time for completion is limited, and
your performance is affected by the order and sequence of the actions you
take.
And these days, you will face a coordination problem if you
want to get a cup of coffee in the United States.
"And your real problems begin when you turn, holding your
prize, and make your way to where the accessories - things you put in, on
and around your coffee - are to be found.
There is a staggering array of them, and the order of their
placement seems random in relation to the order of your needs.
"And two things add to your pain and trouble. First, it
costs a lot, $3 and up. And
worst of all, what you're paying for is the privilege of
doing the work that should be done by those who take your money.
"The coffee shop experience is just one instance of the
growing practice of shifting the burden of labor to the consumer - gas
stations, grocery and drug stores, bagel shops (why should I put on my own
cream cheese?), airline check-ins, parking lots. It's insert this, swipe
that, choose credit or debit, enter your PIN, push the red button, error,
start again.
"At least when you go on a "vacation" that involves
working on a ranch, the work is something you've chosen. But none of us
has chosen to take over the jobs of those we pay to serve
us."
It's an issue we are constantly grappling with for our Clients
at
MeetMax. The control and immediacy are what most of them
want
(and we've worked hard to make it happen)...most of the
time. But they do not want it all of the
time.
For new clients, understaffed clients, rushed clients,
clients
whose expertise lies away from software systems, clients who
do not
like administering a software system - then self-service is
not the
right choice.
We have many clients who want to administer only urgent
changes,
and the reporting that is important to their event. They
do
not want to administer file uploads, graphics - even setting
up a
new event. They want us to do it so they can spend their
time
on menus, signage, facilities, room blocks and the other
numerous
aspects of a successful event.
And it's hard to argue that's the wrong decision
sometimes.
If
you want to read the whole article by Stanley Fish
>
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