In the past five years, Sue Ryan, the owner of the Boulder Camp Bow Wow, has noticed that more and more of her customers are texting messages to the facility, rather than picking up the phone to call them. In addition, Sue is seeing more and more people visiting her Facebook page to get information on everything from facility hours to daily rates for dog care. This means that Sue's staff spend more of their time responding to questions in writing than they do in speaking to customers. This reflects which pressure for change in organizations? a. technology b. information processing and communication. c. competition d. people