It’s the question to ask after the bold statement made March 3, 2010 by Google’s John Herlihy. According to Silicone Republic, Google believes that in three years or so smartphones will replace desktops as the primary way consumers retrieve information and entertainment. John Herlihy also stated that smart phones enhance Google’s mission to make information universal.
As this chart from Silicon Valley Insider shows smartphone sales are increasing rapidly.
Here are some reasons why idea of smartphones replacing laptops and/or desktops could become a reality:
- It can e-mail. Just about all cell phones have e-mail as a standard feature.
- It can Web-browse. Every major cell service offers Web browsing for a few extra dollars a month. Many sites format their pages for easy cell phone reading.
- It is small. Anyone who travels a lot with a laptop will probably say that alone is reason enough to switch to a smartphone.
- It has Windows. It’s getting to the point where all software — Word, Excel, and PowerPoint — will be on your cell phone.
- It is cheaper. The biggest threat to the bulky laptop is price. A top-of-the-line, fancy cell phone will cost you about $600, or one-fourth the cost of a top-of-the-line, fancy laptop.
I asked my son, four of his friends and three members of my family what they thought about this trend. They all have smartphones and if they had to choose they would rather give up their laptops (except for my 60 yr. old brother-in-law). All of us still have desktops and that won’t change. No where is it written that each person has to choose just one - most of us will probably have at least the smartphone and laptop or desktop. The smartphone is either owned or wanted by all of the people I spoke with.
Clearly there are opportunities for IT support specialists. Numerous devices, different operating platforms, multiple networks, varied firmware, and a multitude of feature menus make both using and supporting these devices increasingly complicated. Because customer service agents often don’t possess the knowledge to assist callers with smartphone issues calls are being routed to technical support agents resulting in increased calls and longer handling times.
IT support specialists will need to be educated in wireless technologies through a university, boot camp or online courses. Obtaining certifications from major smartphone manufacturers would also increase your ability to provide technical support.
Certifications:
Supporting Sources:
Why Cell Phones are Replacing the Laptop by Damon Brown from technology.inc.com
Business by John Kennedy from SiliconeRepublic.com
Customer Care in the Age of the Smartphone by Scott Kolman from destinationcrm.com
