When did it start this wanting to do things ourselves? Maybe it started with the personal computer (PC). It is personal after all. Prior to the PC, we had to rely on computer professionals to do everything we wanted done on a computer. When the PC came along, we were suddenly thrown into dealing with operating systems, learning application systems and deciding on hardware options. Whether it was our desire for self-sufficiency or the fact that technologies emerged on the scene that enabled us to fend for ourselves, self-service is here to stay.
While technology advancements have resulted in cost-cutting and efficiencies for businesses, the focus today is (and should be) on self-service and ease of use. Things have to be easy enough for a normal person to be able to figure them out. Do you remember the first PC applications and how we needed reams of documentation and multiple training classes to figure out how they worked? Gone is the need for function keys and sophisticated commands. Now we can pick up virtually any piece of software and, with a quick "get started" guide, get up and running. If we do need training, we can sign up for an online, computer- based training class that lets us proceed at our own pace, without the need for hand-holding at every step along the way.
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