Response to "Computers and self-service" NPR stories

It is clear after listening to the three "Day to Day" NPR stories that computers are taking over many tasks that have been traditionally executed by people. In "Seattle Airport Swaps Counters for Kiosks" it is discussed how the traditional, long, linear, employee-run ticket counters are being replaced by small computer-run kiosks, which allow passengers to check themselves in. This system even allows passengers to put their own luggage on the conveyer belt. In the “Cell Phone Boarding Passes” story, it was explained how airlines are considering a ticket distribution system in which the airlines text their passengers a link to an image of their ticket bar code, so that they are able to just scan their cell phone on the screen upon boarding. The last story “Text Message Food Order”, introduces the idea of ordering Papa John’s pizza via text message.

Although in each of these industries computers are clearly replacing/eliminating tasks traditionally done by employees, Greenbaum would argue that the technology being employed, here, is not the sole culprit, but rather these new technological changes are also a result of managerial objectives. For instance, in the“Seattle Airport Swaps Counters for Kiosks" story it was mentioned that in 1970 the Seattle airport saw 4 million passengers and now 30 million people travel through the Seattle airport per year. The airport is assisting over 7 times as many traveler as it did 37 years ago (the article originally aired in 2007). The new computer technology is a solution to the crowd issue, a result of such an increase in travelers. The kiosks save time, in that it allows for a number of shorter traveler lines. The small lines also help everyone, even airport employees, remain calm during increased traffic times. It was discussed how even allowing passengers to place their luggage on the conveyer belt, themselves, decreases the number of employee injuries.

In the “Cell Phone Boarding Passes” story it was discussed how sending travelers their ticket bar code via text message would save the airline $3.50-$5.00 per passenger, which could result in lower ticket prices. Saving money is traditionally a managerial objective. Not only would this save money, but it would also save paper, and thus is also a greener alternative to paper boarding passes. What is important to keep in mind is that not everyone has a cell phone or uses text messaging, so the traditional paper boarding passes would still be available to the traditional passengers.

In “Text Message Food Order” customers utilizing the text message order option must have already established their “fav’s” (favorite pizza and toppings) online so that they can just text FAV1, FAV2, etc. Therefore, this ordering option only targets a specific consumer group. This group would consist of young, local customers who order pizza often enough to have their favorites ready on their phone.

Although the new computer technologies in all three of these industries would eliminate certain jobs, it is a result of changes and new needs within the industries, and thus are a result of managerial objectives, as discussed in the Greenbaum readings. It is also important to keep in mind that there is still a need in all three industries for employees to do it (whatever that may be) the traditional way, for the traditional customers. In a way, the new computer technologies will also create jobs in that they will need to be created, produced, and maintained. These jobs do employ a more educated class, though.