XSIQ
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Information Technology - Issues associated with changing information
systems in organisations: level of personalised service

Level of personalised service

Image. Banks are now encouraging the use of Automatic Teller Machines or
Internet banking, instead of over-the-counter transactions with a human
teller.

One impact of new information technology has been the replacement of human
operated systems by automatic, computer controlled ones. In many of our
daily transactions, we may interact with a computer to conduct business or
organise our leisure time. For example, many companies now have automated
switchboards where you key in numbers on your telephone corresponding to
menu choices offered by a recorded voice. Many companies with an Internet
presence offer self-help sections related to troubleshooting hardware or
software. Many people have accepted these changes as being part of modern
life. Others, however, believe that these services are often very
impersonal.

Try these discussion/short answer questions in order to analyse the issues
surrounding the level of personalised service within organisations.

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