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Quase dois anos depois da sua leitura e julgo-o cada vez mais um convite ao optimismo e à obliquidade, ao pensar de forma alternativa e ao não tentar resolver desafios estratégicos com força bruta.
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Há uma corrente de estudo do empreendedorismo chamada effectuation, desenvolvida por Saras Sarasvathy, que se baseia em 5 princípios. O primeiro traduzo-o como "Mais vale começar com o pássaro que se tem à mão do que com dois a voar". Um empreendedor deve começar, deve recomeçar com o que tem à mão.
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Agora, juntemos as duas coisas: o primeiro princípio e o optimismo de pensar que o que temos tem de servir para alguma coisa, o que temos tem de ser um ponto forte, tem de ser uma vantagem competitiva num certo contexto.
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Recordo o que escrevi recentemente sobre as agências de viagem, outra vítima da internet "Sugestão para as agências de viagem subirem na escala de valor".
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Recordo algo que li de Kasparov sobre a vantagem do jogador mediano com o auxílio de um computador, contra um super-jogador sozinho, ou contra um super-computador sozinho, "O truque é a interacção, a co-criação. Os robots não têm hipótese!".
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Acho que esta introdução serve para este artigo "In a Self-Serve World, Start-Ups Find Value in Human Helpers":
"“A lot of companies pushed hard on the idea that technology will solve every problem, and that we shouldn’t use humans,” said Paul English, the co-founder of a new online company called Lola Travel. “We think humans add value, so we’re trying to design technology to facilitate the human-to-human connection.”
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Mr. English isn’t allergic to tech. He co-founded and served as the chief technology officer of Kayak, the booking site acquired by Priceline in 2012 for nearly $2 billion. But Mr. English often manned the customer service phone line at Kayak, and would get calls from people who had grown frustrated with online booking.
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“I tried to create the best travel website on the market,” he said. “But as good as we thought our tech was, there were many times where I thought I did a better job for people on the phone than our site could do.”
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You’ve most likely experienced the headaches Mr. English is talking about. Think back to the last time you booked anything beyond a routine trip online. There’s a good chance you spent a lot more time and energy than you would have with a human.
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“At one time the Internet scared travel agents because our customers had access to all of this information and they didn’t need us,” said Joe McClure, the president of Montrose Travel, a large travel agency based in Southern California. That fear was justified: There are now about half the number of travel agents working in the United States as there were in 2000, and the number is expected to continue declining, according to the Bureau of Labor Statistics.[Moi ici: Li há dias uma citação qualquer que dizia uma grande verdade]
Still, Mr. McClure said his business has lately been thriving. “What’s happened is information overload,” he said. “There is so much information out there that people research themselves into a circle and they get confused. And then they call one of my agents and say, ‘Would you just help me out?’ ”
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The Internet’s great magic is what a business school professor would call “disintermediation.” By surfacing all of the world’s information and letting each of us act on it, computers help us bypass the expensive human brokers and service people who once sat in between consumers and suppliers.
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An economist would praise the great disintermediation for its efficiency. As a customer, you may have a different reaction: Look at all the work you’re now being asked to do. Was it really wise to get rid of all those human helpers?
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In many cases, yes, but there remain vast realms of commerce in which guidance from a human expert works much better than a machine.
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[Moi ici: E terminamos com a referência a Kasparov] The rise of computers is often portrayed as a great threat to all of our jobs. But these services sketch out a more optimistic scenario: That humans and machines will work together, and we, as customers, will be allowed, once more, to lazily beg for help."
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