The advent of artificial intelligence and the acceleration of technology has swept the globe like a firestorm in the last 20 years. It has obviously affected the way businesses and organizations are being operated due to the increased adaptation to technology by many consumers.

The simple and analog driven operations of the United States postal services were grossly affected by the internet driven tech revolution and the surge in online communication.

The United States Postal Services have worked hard and innovated effectively in order to stay relevant in this fast paced world.

“Technology and changing consumer expectations are helping to transform mail into an even more powerful communications channel….”

“…Even with the emergence of cable television, social media and smartphones, marketing mail has remained constant because of the tremendous value it delivers to consumers who receive it and its ability to drive an exceptional return on investment for the businesses who send it,” (Postmaster General and CEO Patrick R. Donahoe)

However it is a fact that due to a huge acculturated people to new technology, mailing business has gone down significantly since the increase in email and now social media communication channels.

“Fewer people write letters, send bills or even pay bills via physical mail. We don’t much care that a physical letter can transit the continent overnight, because we usually want to communicate immediately.” (Adam Hartung 2011)

Retail big box stores like Walmart have innovated and created an effective shopping experience by jumping onto the online platform to service the online shoppers but it still trails against the global online shopping giant Amazon, because consumer culture naturally perceives Amazon as the go to site when it comes to ordering products online.

Some of the positive changes of the shift from traditional to new ways of doing business and communications are;

1. Speed and efficiency. It much easier to get information across fast and efficiently through the internet and social media platforms from user to user. It happens in real time. This has enabled for more work to be done faster and more efficiently.
2. Convenience. Shopping and business has never been more convenient than it is today. One can virtually access products and services without leaving their home and it will be delivered in matter of hours to days. This consumer experience has increased businesses and has changed the global trends faster than before because people can conveniently access goods and services.
3. Variety. Because of technology, people are able to access different varieties of products and services enabling them to choose from an array of options. Also because of the variety, it has forced businesses to produce quality products and also be priced competitively in order to stay in business.
4. Quality assurance. It is becoming increasingly difficult to produce less quality products because of the consumers’ ability to rate, give and receive reviews from other consumers regarding most products. People shop emotively based on previous customer biases regarding the usability or quality of the products they have bought.

Some of the negative consequences of these changes are;

1. Loss of jobs. One of the things technology has done in our world is to erode the need for human capital. Though this has increased the bottom line for businesses, it has also increased unemployment in our world. And the more people cannot access jobs to fund their livelihood, the more the ills of society like robbery, illicit criminal behavior like selling illegal drugs.
2. Entitled humanity. Because of the need to please the customer at all times because of the fear of receiving bad customer reviews, many companies have created a selfish and entitled consumer. And because the consumer never has to meet with the retailer of manufacturer, humanity has lost the ability to understand and empathize regarding certain situations because of entitlement.
3. Less human connection. People no longer meet and enjoy the benefits of personal human connection as much as it used to because of technology. People can virtually get things done and delivered to them with minimal human interaction and the lack of human connection erodes relationships and creates an unhealthy disconnect of people from others.

As a leader, I don’t know if I would have done much differently because of the general shift in global trends and that being a driver for business and organizational survival but I would ensure that as much as it is in my power, people I’m responsible for never stopped connecting on a human level.

References

Adam Hartung 2011. Article on why Postal Service is going down. Retrieved from https://www.forbes.com/sites/adamhartung/2011/12/06/why-the-postal-service-is-going-out-of-business/#460cf5d4317b

Patrick R. Donahoe. 2013. Postmaster General of the US Postal Services Speaking at the annual gathering of mailing industry leaders. Retrieved from  http://about.usps.com/news/national-releases/2013/pr13_036.htm