It’s finally over, 2020 that is. Everyone has been eagerly waiting to send it off. I guess that just being able to say goodbye to the past year gives a lot of people a sense that all the trials of the last 10 months will fade along with it. I suppose that’s enough consolation.
The truth is, there’s still a lot of uncertainty ahead. Surely, news of the approval of several vaccines for emergency use gives us renewed hope that the corona virus can soon be vanquished and that life will return to normal. We all had a lot to deal with in 2020 that we hope we will leave behind and never have to experience again.
As we prepare to take 2021 full-on, the question comes to mind: what will the “new normal” look like? Is there going to be a new normal or are we just going back to the normal that we’ve always known? What changes will we take along with us and make a permanent part of our life from now on?
One, the quarantine introduced us to work-from-home (WFH). Except for production operations, I would like to think WFH worked for the most part. Sure, it exposed vulnerabilities in the necessary infrastructure to make WFH more seamless but, really, most took to it like bees to honey.
Suddenly, “Zoom” became a household term and even a verb in the English language. During online meetings, accommodations had to be made for dogs barking in the background, children running into the room and Wi-Fi signals dropping in and out. Eventually, they all became part of the norm.
As business is re-opening, how many companies will continue to use and promote WFH? In my own very unscientifically based survey, it seems that many are still inclined to revert to work-from-office. The sense is that there are too many distractions at home and that the dynamic of work teams being in the same space still makes a difference in productivity and results. I don’t disagree.
However, I would argue that WFH can actually increase productivity by reducing downtime from commuting to work. It also allows some companies to reduce overhead expenses like work space lease costs, utilities and cleaning services. Banks seem to embrace these lessons more readily. I think there are clear benefits to building a hybrid model that allows some functions to continue to WFH, even as frontliners return to the work place.
Two, the quarantine saw entire communities migrate to “living online”. Distanced, contactless and convenient – people embraced online retailing, food delivery, banking and grocery shopping like never before. It accelerated the boom in online services and resulted to a vibrant gig economy for deliveries and home production.
With the re-opening of the economy, government is promoting a measured return to brick-and-mortar experiences. This is welcome news to restaurants, malls, airlines and hotels. However, based again on my backyard check, it seems that there are still a good number of people who hesitate to venture outside their homes unless absolutely necessary.
There is a lingering sense of risk from exposure to the public-at-large, service staff or public spaces.
Clearly, the lessons of life online seem to have a more lasting impact because there is no rush to return to the real world. I would say this is a good thing because it limits the spread of health risks – corona or anything else – and it also alleviates the strains on road and public transport infrastructure. It will cause affected businesses, though, to pivot and repurpose their facilities.
Three, consumer behavior has changed in line with an elevated awareness of health protocols. People seriously mind others who are careless and reckless about their compliance with minimum safety standards – wearing masks and shields, distancing and disinfecting. Making appointments has become de rigueur for real world services. The use of virtual showrooms has risen. QR codes for contact tracing are readily filled-out. Swab tests are accepted as necessary for work, travel and medical treatment.
My survey says that many have adopted the above behavior as necessary inconveniences. Again, this is a good thing. The elevated level of awareness about basic hygiene practices is probably one of the best things that the pandemic has brought about. Also, compliance with new norms in the service sector can actually help increase productivity and efficiency in the service industry. The downside, though, is that all these tools and protocols increase the costs to the consumer. But who wants to argue when it comes to safety?
It seems that the pandemic is actually reshaping the way we live. Some of the changes will be more lasting than others and will, surely, elevate the quality of life for many. Indeed, this is the new beginning that will make a positive difference to our future.
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