Over the past decade, we've heard a lot about the coming consumerization of information technology. Well, it's here. The Web, e-mail, mobile phones, automated teller machines, GPS navigators, supermarket self-checkouts, online banking, digital cameras, instant messaging, chat rooms, online shopping, airline e-tickets, iTunes, YouTube, Facebook--you name it. Every one of them puts large swaths of the population in direct, frequent contact with sophisticated IT systems and interfaces. And this is just the short list.
It's an overstatement to say "everyone's on Facebook" or "everyone has a smartphone"--but not by much. Something like 50 percent of the U.S. population is on Facebook … Read more