SmartAdvice is a weekly column from The Advisory Council (TAC), an advisory-service firm. It answers questions of core interest to IT executives, ranging from leadership advice to enterprise strategies to how to deal with vendors. Submit questions directly to smartadvice@tacadvisory.com.
Question A: What should we consider when selecting an e-meeting solution?
Our advice: Audioconference calls have long been used for virtual conferences. Using services such asFreeConference,FreeConferenceCall, orReadyTalk, it's simple to set up shared calls at minimal cost. (Offering toll-free incoming calls usually incurs extra charges.)
E-meetings take this a step further, enabling a computer screen, in addition to a phone line, to be shared. With services such as WebEx, Microsoft Live Meeting, Macromedia Breeze, or Netspoke, you invite meeting participants via e-mail to click on a prearranged link to enter the conference. On the screen, you can display a specific document or share a Web browser to demonstrate an online application.
Some questions to ask while you're evaluating such services:
What software is needed on participants' computers? Many packages require Macromedia Flash to be installed. Do they need a specific version? What messages (if any) will appear if the user’s computer doesn’t have Flash already installed?
How many users will participate? If there is a fixed limit, ask participants to RSVP to ensure that you will be within the limit. For large groups, it will be impractical to allow everyone to speak during the e-meeting, so participants should be encouraged to submit questions in advance.
Do you have to have a moderator? To optimize the use of e-meeting time, it’s often helpful to have a moderator review questions before their submission to the presenter.
Have you had a test e-meeting to verify that everything works as expected? Don’t wait until after the beginning of the e-meeting to make sure everything functions.
Do you plan to provide transcripts after the e-meeting? Are they needed for both the audio and video components? Can the service accommodate this?
How will you receive participant feedback? E-meetings are economical alternatives to in-person meetings, but participants aren’t able to read body language, which can be essential for gauging whether your message is getting across. (Some e-meeting systems can transmit camera images, but this is usually done only so the participants can see the presenter.)
How far in advance does the e-meeting need to be scheduled? If you schedule an hour but more time is needed, how does the software accommodate time extensions?
Will pop-up blockers stop the e-meeting software from functioning? Many users have these installed but don’t always know how to disable them.
Finally, and most important, consider your budget. How often will e-meetings be held? Many services are priced by subscription rather than by individual meetings. Even if you hold meetings infrequently, it may be less costly to subscribe. For heavy usage, licensing of software to run on your own server may be more cost-effective, but that is not offered by every vendor. (Citrix users may want to consider the company's GoToMeeting software.) Also, e-meeting services often charge per user per minute, which can result in an unpleasant surprise on your bill if you are not expecting it.— Norman Reiss
Norman Reiss, TAC expert, has more than 20 years experience in project management, information technology, and finance for the private and not-for-profit sectors; he is currently Web project manager at the Crohn's & Colitis Foundation of America.
Question B: What issues might we encounter if our telecommunications provider goes under or is sold?
Our advice: With the continuing consolidation of services, companies, and technology, you need to pay attention to the stability of any telecom provider. Although a healthy number of circuit resellers and aggregators that buy bulk bandwidth and resell it to small and midsize companies remains, the large telecoms and cable providers have been aggressively entering this market segment as they build out their digital subscriber line and cable networks. Yet, despite the telecom merger mania, Verizon continues to actively encourage an entire segment of circuit resellers that deliver their circuits and better service to a swath of smaller companies it can’t profitably service directly. If you’re a midsize enterprise, it is important to match your needs with the offerings of a telecom vendor that can service them promptly and with your best interests in mind.
What is happening in the telecom services industry today is not dissimilar to what happened to the early innovators in DSL services. Covad and 20 other DSL providers built out the network and created the market for broadband Internet access while the big telecoms sat back and waited. Once the market was proven, local phone companies started selling DSL directly. Because they had always owned the infrastructure, their profit margins were much higher and they quickly wiped most of the original providers off the map. Although this sounds as if it must have been dire, the vast majority of early DSL customers did not experience a disruption of service during this consolidation phase, but they did start getting bills from previously unfamiliar providers.
From a business perspective, the risks are substantial that any second-tier telecom companies will cease to exist in their current form, but the risks of disruption of service are mitigated by several factors. For the acquiring company, the acquiree is generally worth more as a going concern than it is for its assets alone. Many of these companies offer services that meet the specialized needs of a given industry. For example, if you are a retailer with thousands of scattered sites you need to connect to your central financial and inventory systems, you’ll prefer a provider that’s familiar with your industry. For a midsize enterprise, having a telecom provider that's responsive to your needs will give you leverage you can never hope to achieve from a global company that may not profitably deliver anything other than its standard services.
If you are most concerned about stability, however, your best option is to look for a larger global telecom. The trade-off: Instead of being one of your provider’s most valued customers, you will generally be ignored. Given the current state of flux of the entire telecom industry, you will often find that your current vendor’s direct competitors are equally stable (or unstable).—Beth Cohen
Related Links:
Congress Studies Impact Of Telecom Mergers
Beth Cohen, TAC thought leader, has more than 20 years of experience building strong IT delivery organizations from user and vendor perspectives.
