DISPELLING THE PAPERLESS MYTH. ECOTANK RESEARCH

Transcription

1 DISPELLING THE PAPERLESS MYTH. ECOTANK RESEARCH 1

2 CONTENTS INTRODUCTION 3 PRINTER PANIC WHAT DOCUMENTS CAUSE IT? 4 THE WORST TIMES WHEN PEOPLE CAN T PRINT 5 THE REALITY OF THE PAPERLESS ENVIRONMENT 6 DEALING WITH IMPORTANT PAPERWORK 7 SHIFTING DOCUMENT PRINTING TO THE HOME 8 CHILDREN AND PRINTERS 9 THE REASSURANCE OF PAPER 10 CONCLUSION 11 2

3 INTRODUCTION Printing remains one of the most exciting areas of computing. The ability to move data and visuals from the screen to the printed page as a means to keep them for posterity, share information and improve the clarity and quality of communications, has revolutionised the way we work, travel, socialise and stay in touch. The quality of printing has redefined the way we create photographs and share images. Meanwhile, the running costs of printers are falling, which has seen colour printing become the norm both at home and in the workplace. However, the way we print and what we print has changed significantly in recent years as people try to minimise their use of paper and make more effective use of mobile devices and image sharing social media applications such as Instagram, Pinterest, Twitter, Facebook and Shutterfly. Companies are also trying to cut costs and overheads such as postal charges, and make the process of getting important documents to their recipients quicker and easier. It means printing at home and printing at work has taken on a new importance, and what we print on a regular basis has changed a great deal. What do we now print? How does it affect us when we can t print what we need, when we need it? Epson commissioned research to help answer these and other questions to better understand how we use and need the things we print, speaking to 8,000 European consumers across Germany, Italy, Spain and the UK; all figures quoted herein come from that research, unless stated. 3

4 PRINTER PANIC WHAT DOCUMENTS CAUSE IT? Everyone can relate to needing to print something, often in a hurry, only to find the printer is not operational. Either it is out of ink, out of paper or the computer is not communicating with the printer. Whatever the case, it means users suffer what is known as Printer Panic, an issue that is becoming more critical as consumers are increasingly empowered to print key documents, tickets, receipts and other valuable pieces of information, rather than wait for them to arrive in the post. 87% of users surveyed for Epson have been in a position where they have not been able to print due to an ink cartridge running out. Furthermore, for over a half (56%) this has led to a Printer Panic moment, placing people in an awkward situation by not being able to print when they initially intended to. This includes not being able to print airline boarding passes, tickets for shows and sporting events and vouchers for money off purchases or pre-payment of activities. Users noted that their children have been unable to print homework, or important documentation for a school trip, as some of the worst situations they had faced. For adults, work-related examples ranged from having to go into the office early or make a special trip in to print documents, to being unable to print an application form or a CV. The survey revealed that 48% print out work documents at home on their own printer. Personal printing challenges also include being late getting to the airport due to issues printing boarding passes and other travel paperwork. Also, tickets for concerts, cinema and sporting event visits have been disrupted by moments of Printer Panic. 87% have been in a position where they have not been able to print due to an ink cartridge running out. 4

5 THE WORST TIMES WHEN PEOPLE CAN T PRINT Unable to print important visa application forms or CV for a job interview Unable to print coupons that were due to expire the next day While being unable to print boarding cards and tickets are clearly obstacles, people have reported many more unusual and creative reasons why they ve experienced Printer Panic. Some of the most significant Printer Panic moments reported include: Being unable to print out a visa application ahead of an interview at an embassy Failing to print coupons that were due to expire the next day Unable to print out directions and maps Needing to print house purchase documents Rushing on the morning of a wedding to print the order of service books Trying to print remembrance books for a funeral Some of the more unusual incidents include: Struggling to print off question sheets for a pub quiz that generates extra bar sales Being unable to print out car insurance cover notes, resulting in police fines for failing to produce documents within seven days Having to give a presentation with no notes after failing to print a slide deck Having to ask unknown neighbours and complete strangers if they could use a printer after their own ran out of ink Losing sales after failing to present contracts, resulting in a loss of commission or employment Delaying postage after labels could not be printed The overriding theme is that people have missed out on events, had to repurchase travel tickets, incurred costs or had elements of a holiday delayed as a result of not printing paperwork, while others have been unable to claim or use other services they have already paid for. Some of those surveyed have incurred significant hardship, including losing job opportunities, after being let down by a cartridge that run out of ink. 5

6 THE REALITY OF THE PAPERLESS ENVIRONMENT Printer Panic shows us the utopia of the paperless office and the paperless home may be a long held desire for many businesses and individuals, but it is one that seldom works in reality. Buoyed by the idea of saving money, reducing environmental impact and reducing paper-based clutter, many have strived to achieve a paperless environment. However, the reality is a different story, with paper documents being more important than ever, and people s desire to commit documents and information to paper showing no signs of waning. Epson s research revealed that printing remains at the forefront of daily home life. The research confirmed that 53% of those surveyed need to print out useful and critical documents at home once or twice a week. A further 12% need to print every day. Only 1% said they almost never have to print a document at home. In total, 94% of those surveyed have a necessity to print at home at least once a month or more, highlighting that paper documents continue to play an indispensable role in day-to-day life and that the ability to print from computers and mobile devices continues to be an important feature for both fun and practical uses. Only 1% said they almost never have to print a document at home 12% need to print every day 53% need to print out useful and critical documents at home once or twice a week 94% have a necessity to print at home at least once a month or more 6

7 DEALING WITH IMPORTANT PAPERWORK The need for printing was further illustrated by the way people deal with sensitive documents such as contracts, proof of purchase and agreements. Of those surveyed, 40% prefer to receive these purely on paper, while a further 39% wish to have both printed and electronic records. Only 21% are happy to receive and retain such documents in purely electronic form. However, when asked why they prefer electronic documents to paper ones, the reasons were quite varied, driven by technology adoption as well as economic and simplicity reasons. The rise in tablets and smartphones was the main reason, with 39% citing the fact they always carry one or the other with them as a reason for preferring electronic documents. On top of this, 42% also said that they preferred electronic-only as it removed the effort associated with printing. Meanwhile, 38% pointed to wanting to reduce their printing costs. Simplifying sharing of documents, perhaps tied in with the growth in smartphone and tablet ownership, was stated by 36% as another reason. 40% prefer to receive sensitive documents purely on paper 39% wish to have both printed and electronic records of sensitive documents 21% are happy to receive and retain sensitive documents in purely electronic form 7

8 SHIFTING DOCUMENT PRINTING TO THE HOME The increase in people printing their own tickets, vouchers, boarding passes and other important documents for travel and entertainment is a result of ticket companies moving to a print at home model. Both traditional and new-generation ticket companies are moving to this model rather than sending pre-printed tickets to the customer. It lowers costs, and allows the purchaser to get their tickets immediately, but only if they have the means to print them. Some venues and airlines will accept an electronic ticket on screen, but the majority continue to rely on paper documents for accurate processing, reliable scanning of bar codes and to ensure existing efficient workflows are maintained. In fact, 15% of the survey sample pointed to companies not accepting digital versions as a primary reason for preferring printed documents. 43% of Epson s survey sample usually print out formal contracts for products and services such as phone contracts and gym memberships. Over a third (35%) print out recipes and shopping lists, preferring a paper version to working from a screen. Over half (51%) print out official letters at home, and a similar number of people (55%) print out financial and government paperwork at home including tax returns, passport applications and car-related forms. Also, 42% regularly print out vouchers and voucher codes to secure discounts at shops and restaurants. 15% pointed to companies not accepting digital versions as a primary reason for preferring printed documents 43% usually print out formal contracts for products and services such as phone contracts and gym memberships 42% regularly print out vouchers and voucher codes to secure discounts at shops and restaurants 8

9 CHILDREN AND PRINTERS Not only can cartridges running empty lead to a Printer Panic moment, but they re inconvenient and costly to replace too. To save money many European parents said they are taking strict measures to cut back on printing by stopping the printer offenders of the family. Over half (54%) of those surveyed said that their children were prolific printer users at home, printing out school and college homework and coursework. Another 37% said that children using the printer for arts and crafts materials is a major activity. Almost half (45%) have on occasion prevented their children from using their printer. Almost three quarters (73%) of people are concerned about the cost of ink, and have used this as a reason for curtailing their children s use of the home printer. Nearly half (46%) have been left with no printer ink as a direct consequence of children enthusiastically printing out pictures, web pages and more. One user highlighted an incident where, having been sent documents to print off at 11pm for work the next morning, they found their daughter had printed out colour cartoons from the Web and used up the entire ink cartridge. Another recounted how, having been unable to print, their child was given detention at school for failing to deliver homework on time. Almost half (48%) were concerned about children using all the printer paper. Unnecessary waste and environmental concerns are the main drivers for this. Interestingly wear and tear on the printer is a big concern for almost a quarter (23%) of the people Epson interviewed, with exuberant use by children cited as the main reason. 48% are concerned about children using all the printer paper 73% are concerned about the cost of ink 9

10 THE REASSURANCE OF PAPER There is little dispute that a printed letter, document, receipt or form is more reassuring than an electronic one. While it might not always be the most practical option, a physical document is real and usually undisputable thereby providing reassurance, something that 68% of the people Epson interviewed confirmed. In addition, 35% pointed to legal needs for preferring paper documents. Meanwhile 40% pointed to the need to sign things, which is one aspect of electronic documents that is still a long way off rivalling pen and paper. 35% pointed to legal needs for preferring paper documents 42% pointed to the need to sign documents which is one aspect of electronic documents that is still a long way off rivalling pen and paper 10

11 CONCLUSION Printers remain the most useful computer peripheral in use both in the home and the workplace. However, printers are limited by the cost and availability of consumables such as paper and most importantly ink. No ink renders a printer ultimately unworkable, and the limited capacity of some ink cartridges often results in a need to repurchase at the most inopportune moments, often when the shops are shut. Epson s survey reinforced that people want to print. They value printed documents and printed material be it contracts, photos, homework or a discount voucher can have immense practical and even sentimental value. The underlying theme from the 8,000 people Epson spoke to is clear they use their home printers and rely on them. However, they want printers with more ink and they want the process of replenishing to be easier. 11

12 12