Stop talking ‘e’ and get on with it

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What was your first encounter with technology?

I remember looking in amazement at what was called a ‘pocket calculator’ that my father bought in about 1971. You’d want a mighty big pocket to take it — but it seemed like a brilliant machine at the time. It cost almost as much as a PC would today.

How fond are you of technology?

I do like gadgets, and will take time to find out how the latest camera or mobile phone works — but I have limits to how long I will spend trying to learn to use something. My friends would say that I’m into gadgets.

Is there any particular technology that you find indispensable in your working life?

I have come to really depend on my Palm Pilot and when I mislay it I feel as if I am only at half power. I suppose like so many others I just can’t imagine what work would be like anymore without email. I’m a talker and like the power of human conversation so the phone still gets used a lot.

Have Irish companies been slow to embrace technology?

I think there is a very mixed practice among Irish companies. Some are immersed at this stage in using technology, and those that are not using technology well are already struggling, and I think they have no future. Customers, partners and investors expect the efficiencies and effectiveness of good technology. Many Irish businesses are small and owner managed, and if this individual fails to embrace technology, very often the whole business suffers.

Is e-business the way forward?

There won’t be any non e-businesses in a short while. Nobody will be able to afford the inefficiency of not using technology well. I think and hope we’ll soon stop talking about the ‘e’ and just get on with the business.

What are the main hindrances to conducting business online?

• Poorly designed applications — I am still shocked at how poor many websites there are. The majority of shoppers on online stores drop their carts before the checkout — if this happened in Liffey Valley Shopping Centre somebody would be getting fired.

• Security fears — the industry, government and financial institutions, have much to do to build the trust that customers require before conducting business online.

• Expensive transaction charges — many small traders (who could some day be big traders) are finding it too difficult and expensive to offer online shopping facilities. Banks and credit card companies have to come up with better arrangements for traders online.

Will broadband change the way we conduct business in the future?

‘Always on’ will be the first important step and real broadband will enhance the whole experience. When broadband is available at affordable prices to the majority of households I think the market will grow very quickly and those not dealing with their customers online will get a rude awakening. The power of the customer will be recognised in a new way — and very rapidly.

What do you think will be the ‘next big thing’?

Always dangerous to predict — but I think already wireless home networks are starting to take off, and I expect to see many more ‘home friendly’ devices. The PC, as most of us know, is a big chunk of grey plastic with loads of unsightly wires. Devices akin to the tablet PC might well pop up throughout people’s homes and replace things like cookery books, the usual six or seven remote controls for TV, VCR etc., and these new devices I expect will be part of a single network.

What are your favourite websites?

Ireland.com has been a long time favourite particularly when I am out of the country. Paddypower.com manages to entertain me for the Saturday flutter and works very well. Jacob Nielsen’s site — www.useit.com — keeps me abreast of a whole host of topics to do with the usability industry.

What do you think are the main benefits of technology for SMEs?

Reduced costs, bigger markets and the potential to play on the big stage are benefits that no previous generation of SMEs ever had. To be small has suddenly lost many of its downfalls and in many cases offers the potential to use the big guys’ tools without all the bureaucracy and slowness of big business. Irish people have a natural ability to be imaginative and creative and to network with others. Our day has come — and I hope we make good use of it.

Michael Byrne is CEO of Ennis Information Age Services, a company evolved from the Ennis Information Age Town Project. Michael is also a member of the Information Society Commission

17/07/2003

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