Internet grocery delivery is an example of a service that is based on the proposition that shopping today is so very inefficient. Providing access to personal records, including address books and personal files, is an example of a service that often isn't provided because of the high cost of performing the service. One reason is that some consumers simply want the attention of a live agent. Another reason is that there are and will continue to be circumstances such as when consumers are driving that consumers will be unable to access the information on their own and will need to have a live agent provide support. Rossman also reported other evidence of the impact of information access on telecommunications usage.
Intermediaries are the targets of an increasingly empowered consumer.
At a minimum, it's another wakeup call. Even if the Internet supporters are all wrong, operator and agent service providers should be wholeheartedly embracing the Internet if for no other reason than the marketplace believes in the Internet today. If in the end the Internet supporters are wrong, development of more efficient, easily accessible, less costly systems can never be wrong. It seems that it is a win-win any way around. We believe in the continued power of the Internet, and believe that providers need to be developing integrated offerings today.