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Nr 42 September - October 2014
A concept called, The “Meeting is the Meeting” “Meeting is the Meeting” Unified Communications in global Enterprises
By Yehuda Indig, Owner & Senior Consultant, Cedarcom Consulting, Yehuda@
cedarcom.co.il at The Business Breakthrough IMAGO GROUP PLC Events in London and Paris (May 29 and June 3 2014)
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So…What Exactly Does One Do with a Smartphone? Face to face... or word of mouth?
SMEs can also invest in videoconferencing!
We know, Smartphones are riding a wave of
Provided you take into consideration certain details, a conference
SMEs have always – and even more so nowadays - been
Of course, Smartphones are synonymous with
method of communication that can be used more spontaneously.
limited sources at their disposal.
call can easily replace a face-to-face meeting. Indeed, it’s a natural
Like videoconferencing, conference calls also enable enormous
success. But what do we do with them? What do
confronted with sizable challenges, although they have
we use them for?
applications. So we may be inclined to think that
the owners of these true ultraportable computers collect them.
savings in both time and money, by eliminating travel, which, thanks to it, has hence become unnecessary.
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Webcasting and its ROI (Return on Investment) for companies and associations Does the return on investment in Webcasting warrant an investment in this technique? Remember that it concerns the broadcasting of events over the Internet via streaming. It is possible to save and then upload a document onto the Internet on request.
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Big Blue and Big Apple: Big Bang in Enterprises! Page 16
The Era of the Consumer
The new voices of incentives Page 18
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A concept called, The “Meeting is the Meeting” “Meeting is the Meeting” Unified Communications in global Enterprises By Yehuda Indig, Owner & Senior Consultant, Cedarcom Consulting, Yehuda@cedarcom.co.il at The Business
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Breakthrough IMAGO GROUP PLC Events in London and Paris (May 29 and June 3 2014)
ales of video conference endpoints are rising and many believe that collaboration in a global enterprise is a key factor for success. Budget is being allocated for investment in collaboration, but the usage is still very low.
to understand exactly what the problems are – from the user’s perspective. It is important that IT managers avoid the temptation to deploy technology before they have a full understanding of the problem.
Most global enterprises invest (and plan to invest more) in collaboration modalities such as audio, video, content sharing, streaming and more. IT managers and users in the organization explain that the main benefit on top of cost saving from collaboration is the increased efficiency of the employees. Yet when organizations report on the usage of those platforms, the figures show trivially low usage. Why is that?
The next step is to create the plan / vision for the future service. For my clients, I propose a concept called, “The Meeting is the Meeting” a visionary view I was first exposed to via my partnering with Wainhouse Research. The “meeting is the meeting” concept eliminates the oldschool questions like, “Are we having an audio or video meeting? Are we going to share content? Where will you be for the meeting? What devices will you use? You can join the meeting from everywhere in the same method using any tool you like in an automated, easy, and consistent manor.
The user experience is everything Most enterprise still use the technology silo approach that was common in the past. In some cases, this is a design choice. In other cases, it is the result of a company merger or acquisitions. Those enterprises have several solutions and different implementations of audio and video conferencing, content sharing and meeting rooms design and equipment in each location. Each solution works differently, is operated differently, and provides a different experience for the end users. Asking the users to learn different platforms and expecting them to be able to collaborate successfully with such different tools is a difficult task and often results in poor user satisfactions and ongoing technical issues. The most commonly used way of gauging the success of a UC platform is to assess user satisfaction. The main focus of the enterprise should be to maximize the user experience afforded by these platforms with an eye toward increasing usage. As usage grows, the benefits enjoyed by the organization will also grow. How can an organization achieve this?
Start from the bottom The first step is to think and understand the user’s expectations. What bothers them about the current implementation? What makes their lives harder? What would they like to see changed? Improved? Updated? Eliminated? The goal here is
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The elements of the service In order to understand how to make this vision a reality we need to understand the elements of a collaboration service. Each element is dependent on and completes the previous one, starting from the 1st
Yehuda Indig element which is the conferencing infrastructure and ending at the top with the user experience. (Here will be the figure pyramid of elements) Element 1 – Conferencing infrastructure The key here is to unify the entire infrastructure to work as a single unit. Enterprises should choose one backbone for the conferencing infrastructure and make sure it works as one redundant unit. Choose one UC client for desktop and mobile conferencing (Lync, Jabber ….), and integrate it to work seamlessly with the conferencing infrastructure. Choose one way of doing audio conferencing and decide whether you want to use an external service provider or host your audio conferences internally. Once decided, you should integrate the solution with your conferencing backbone. The backbone should also be integrated with your internal IT infrastructure and directory solutions such as active directory and Exchange. Ide-
ally, active directory would be the repository for conference password and exchange for scheduling. You should also choose one web collaboration platform. And last but not least, you should prepare your network so it can carry the service traffic. Element 2 – AV conference rooms – the key here is to Standardize – create one global standard for the design and functionality of a meeting room. This should include what equipment will be installed and how it will be operated globally, what the user interface will look like, etc. Note that this should be the same around the world. The focus should be on ease of use and on environmental factors such as lighting, acoustics, and camera positioning. You can implement the best technology possible and invest substantial funds, but if a user enters a room with bad acoustics or lighting, his experience will be bad and he will not want to use that room again. Element 3 – Scheduling – the key here is to Simplify - in most enterprises conference scheduling is extremely painful. Scheduling a simple conference requires too much efforts from the users. The
purpose here is to simplify the scheduling part to a simple add-on in Outlook which will automate the process of populating the invitation with the meeting details. No need to gather room names, IP addresses and more data. Element 4 – Support model – the key here is to be there for the users. Most organization don’t have dedicated conferencing support. Most organizations choose to outsource it to a service provider. The first thing to understand is that before you decide on a service methodology of insourcing or outsourcing, you must first organize your environment so it can be managed by someone. Only then can you determine how to best support it. You cannot outsource an unorganized environment to a service provider to manage. Once defined, you need to ensure that the support methodology is consistent throughout the enterprise. One number to reach for support, agreed and understood SLA’s, global tracking of incidents and requests, clear definitions of the exact borders between tiers of support, ongoing usage tracking and reporting, etc. (Here will be figure support)
Element 5 – Users experience this is the last and important one – the key here is to promote & sell. This is essentially an internal startup business, and if you won’t promote it to the users you won’t sell. Many organizations skip or forget this part, but in my experience this is often the difference between a failed project, a project that only benefits IT, and a project that helps the entire organization. The purpose of this stage is to create the “WOW” effect for the users. Let your marketing people assist you with this stage. Give the service a brand name which the users can bond with, create video clips, teasers, messages on digital signage and emails, have demos to show how easy it is to conduct a collaboration session, etc. And importantly, train and partner with supporters from the business side to assist you with implementation.
Keizershoevestraat, 26 2610 Wilrijk - Belgium Tel: +32 478 948951 Fax: +32 3 2397516 Email: jp.thys@cbsmedia.biz Website: www.cbsmedia.biz
To summarize, the key to a successful collaboration platform in any organization is the adoption part that will lead to good user experience. With the proper adoption program, the platform will be heavily used and the organization will enjoy a number of key benefits in-
Communications Business Solutions is available in print in french and dutch and online in english, french and dutch.
Publication Manager Jean-Pierre Thys Editor Jean-Claude Lesuisse Translation Babel Ophoff Vertalingen Printing Lowyck Publisher Jean-Pierre Thys Keizershoevestraat, 26 2610 Wilrijk - Belgium Communications Business Solutions is published 5 times a year. Online registration forms on our website will be considered for a regular free copy. Subscription Print: 55 € (Belgium) – 60 € (Europe), 85 € (other continents). All reproduction rights reserved for all countries. Reproductionof the texts (even partial) is prohibited without permission of the publisher. Member ICCA (International Congress and Convention Association)
cluding faster decision making and improved teaming. The technology is there … so all you need is to adopt it correctly according to your users’ needs and demands.
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The future workplace Wainhouse Research and Imago Group PLC joined forces to create the Business Breakthrough (BB) event, which was held in London (on 29 March of this year) and Paris (on 3 June). They brought together a thousand industry leaders to evaluate future changes to the workplace, taking into account the advances made in the area of conferencing and collaboration solutions. The BB was much more than a conference. It was a real opportunity to learn, to connect with others and to solve problems. The BB helped managers to appreciate the degree to which collaboration solutions can boost their turnover. The BB provided first-hand information on the rapid changes in the UC&C (unified conferencing and collaboration tools) field, their integration into the workflow, and the new role of communications in business. This event
www.imagogroupplc.com
enabled the latest solutions to be expounded and gave participants the chance to meet the world’s leading suppliers of technology and talk live with industry experts. The main areas of focus were: The solving of real problems using conferencing and collaboration tools How conferencing and collaboration can enable businesses to make money Using collaboration to offer new services, improve the memorisation of collaborators and reduce costs The results detailed the nature of the cultural changes that are currently taking place with regard to the workspace The changes in the work environment brought about by the advent of the “digital-savvy” generations Conferences were organised by WR for manufacturer presentations and customer stories.
Some of the main speakers at these conferences were: Andrew W. Davis from WR presented the market statistics and trends. Andrew is a researcher and analyst and knows how to raise public awareness in the collaboration and conferencing areas. A co-founder of WR, he devotes his energy and enthusiasm to the promotion of videoconferencing and collaborative applications. Yehuda Indig, Owner and Senior Consultant at Cedarcom Consulting, applies his broad expertise in the UC&C (unified conferencing and collaboration tools) field in companies seeking to improve their global communications. He worked for 10 years as a UC (unified
www.imagogroupplc.com
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communication) central systems manager at Teva Pharmaceutical Industries, a multinational with more than 50,000 employees.
www.imagofrance.fr
David Crilley, Vice-president of Marketing at TelyLabs, presented the five key challenges, with a video conference at an affordable price. TelyLabs is an American company created in 2010 that is growing at a record pace. A pioneering actor in the low-cost video communication and collaboration sector, TelyLabs is fundamentally changing the way people communicate. Renna McDonagh, Senior Audio Visual Analyst at Foster + Partners, presented “Improving and accelerating the utilisation of videoconferencing from the cloud». Cloud-based conferencing has helped the global architecture practice. Foster + Partners facilitates the use of quality video without the costs associated with a traditional infrastructure. Foster + Partners is one of the most innovative architecture and integrated design practices in the world. Benjamin Guerin and Cyril Guedon dealt with the topic «At the centre of unified collaboration at Afflelou». The Afflelou group is a chain of opticians comprising both franchisees (more than 400 in Europe and more than a thousand stores) and branches (180 stores in France and Spain). During (or between) the numerous presentations, participants had the opportunity to move to another room where the various manufac-
turers were represented with small stands of identical size. These included Smart Inspired Collaboration, Vidyo, Huawei, RRevolabs, Videxio, Colebrook Bosson Saunders, Starleaf, Barco, Polycom, Ricoh, Biamp Systems, the AV User Group, Vaas-t, Luidia, Condeco Software, VBrick, Chief, Ashton Bentley, AMX, Crestron, NEC, Sony, Ucizi, Ilyama, Viewcast, Newtek, PGI, HermanMiller, Phoenix, Telylabs, Samsung, Optibase, Ubicast, AVI-
SPL, Yorktel, Arkadin, Sennheiser, Sharp, Arthur Holm, Mediavision, Logitech, and Euromedia. As proof of its commitment to high-quality customer services and staff development, Imago Group PLC, comprising all these manufacturers, achieved ISO 9001 recognition and retained these certifications for more than ten years.
Video conferencing is spreading like wildfire The adoption of video conferencing by businesses is increasing all the more as it is finally being installed elsewhere than in upscale conference rooms. Today it is being used increasingly on office computers,
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notebooks and mobile devices.
ut while manufacturers have anticipated for years that video calls would overtake telephone calls in terms of numbers, many users still prefer to get on the blower when they need to talk with someone.
lieves that «as the technology improves and prices trend downwards, we’re going to see more and more businesses deploying video conferencing». But, in particular, «if interest for video grows, businesses must integrate video conferencing while ensuring that the technology is SIMPLE to use, just like a telephone call».
bles large cost savings to be made over the course of time. «We use video to connect our highly qualified workforce, dispersed over a wide area, and reduce travelling costs. Employees have access to a dedicated room and can also access video conferencing sessions via their computers, tablets or smartphones». He continues: The seeds are planted «We live on video. A conversation is a lot more natural when non-verBut the seeds of change have bal signals can be integrated and been well planted this time. Ability to integrate we could no longer be satisfied The success of consumer vidnon-verbal signals with blind communication». eo applications like Skype and FaceTime has prompted video Let’s get back to the Of course, video will never be used Dave Gilbert Agency on all occasions, the convenience conferencing manufacturers Group…They of picking up the phone and makconsider that «the ability and service providers to make ing a quick call will always be bettheir technology more accessito see facial expressions ter suited to certain situations, as ble and easier to use. is essential, it’s a whole new Furthermore, another phenomenon has been dynamic». In their New York pointed out by Andrew Davis from noted by the Agency Group, a talent booking offices they have deployed apAndrew W.Davis: Senior Wainhouse: when you are on the company based in London that has six offices plications allowing users to acPartner Wainhouse Research road, when getting up or during a relaxed weekend, the voice will worldwide….Let’s listen to Howie Gold, the IT cess video conferences from suffice. It will also fill the bill when director of the group: «We feared that certain their workstation and from participants in audio conferences would be smartphones. This means that each employ- you only want to let someone know that you distracted by their PCs or mobile devices dur- ee can communicate via video conferencing will be late or are on the way, for example. But ing the calls and we thought that video con- from his own office, without having to move to the use of video will be boosted by requests from employees wanting, in many cases, to ferencing would make employees more at- a dedicated room. tentive during our weekly meetings». Andrew Dave Gilbert, CEO of Simple Signal (Califor- benefit more often from visual communicaDavis, from Wainhouse Research, also be- nia), points out that video conferencing ena- tion.
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Presenting Content Wirelessly within the Conference Room By Ira M.Weinstein – Wainhouse Research and Saar Litman – AV Design Introduction The vast majority of meetings today include some form of presented content. Sometimes this content lives on a user’s PC, while other times it resides (or is accessed) via a user’s mobile device. This article provides insight into solutions that support the wireless presentation of content in conference and meeting rooms.
onto the computer / mobile device or loaded temporarily into memory. The Software Client will provide the user with options like start/ stop presentation, select display layout, select content quality etc. 2. Base Unit – an appliance or computer (running special software) that is connected to the shared display(s) and acts as a gateway between the software clients (users / devices) and the displays.
Background At first glance, the ability to present wirelessly seems like an unnecessary luxury. After all, connecting a cable to your notebook in order to present content is easy enough. In fact, it has been standard operating procedure for 10+ years across tens of thousands of organizations. The reality, however, is that in the last few years, things have become much more complicated. Today’s meetings may include, multiple presenters sitting in different parts of the room (or moving around the room at times), using a wide range of devices, equipped with different connectors, and providing different types of signals. In addition, as the millenials take over the meeting room, they often want to present multiple content items simultaneously. Furthermore, these younger workers expect things to move quickly during meetings, and will not tolerate the time delay involved in moving and connecting cables. Finally, due to the high cost of real-estate, many enterprises are supporting divisible meeting rooms with movable furniture. Such spaces do not support hard-wired connections to the displays / projectors. For these reasons, hard-wired connections at the table are considered old school and unacceptable in many environments. Fortunately, in the last few quarters, a handful of vendors have released wireless presentation solutions that address these issues.
Understanding the Basics
Wireless presentation systems (WPS) enable users to send (present) content wirelessly from their devices (notebooks, mobile devices, etc.) to one or more shared large screen displays or projectors installed in the conference room. A typical wireless presentation system (WPS) includes two parts: 1. Software Client – depending on the solution, the software client is either installed
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The exact workflow for presenting with a WPS depends on the solution deployed and the network connection method in use. However, in general, the process is as follows: 1) Connect the source device to the proper network (corporate LAN or dedicated WPS network) 2) Launch the Software Client 3) Connect to the proper Base Unit (by IP address or selection from list) 4) Select the content to display (desktop, specific application, etc.) 5) Send the content to the Base Unit / main display(s) 6) Adjust the on-screen layout as desired (show full screen, show content at top left, etc.)
Differences between WPS Offerings In the last few weeks, Wainhouse Research (WR) has researched and tested a handful of wireless presentation solutions. Some of those solutions are dedicated WPS devices, while others were designed for different applications. All wireless presentation solutions support the core function of allowing users to send their PC or mobile content to one or more shared display(s). The key differentiators between completing offerings include: Area Cost
Description The solutions cov-
ered range in cost from ~ $30 to ~ $6,000. Form Factor The majority of the solutions are hardware-based, but several are available as software-only solutions to be loaded on a customer-provided PC. Network Connectivity Some of the solutions assessed require connections to the corporate LAN, while others use a dedicated Wi-Fi hotspot function. Number of Displays Supported Some solutions support only a single display, while others support 2 (or more). Types of Clients Some systems leverage native applications (e.g. AirPlay) while others use dedicated software applications – either installed or zero-footprint. Support for Guest Access Depending on the network connectivity methods supported, some solutions are well suited for guest users, while others are designed to support only those with access to the corporate LAN. Simultaneous Client Connections Some of the systems reviewed support only a single simultaneous connection to the Base Unit, while others support 64 or more. Video Resolution and Frame Rate Some solutions support only 720p video with limited (non-full motion) frame rates, while others support 1080p or higher (4K) resolution at 30 fps or higher. Content Sharing Capabilities S o m e systems only support sharing of the user’s entire desktop, while others support sharing of single or multiple applications. Collaboration Features Some solutions support only content sharing, while others support annotation or even advanced collaboration features such as white boarding, chat, file sharing, and more.
Apple TV
The Apple TV is a consumer device focused around providing access to online video services (iTunes, Netflix, etc.). Apple TV includes a feature called AirPlay that allows users to display iOS (iPad, iPhone) or OS X (Mac) content on a shared display / TV. Recently added features include the ability to display device name and network information on the display and an option that requires the entry of a code before connecting to the device.
Barco ClickShare The Barco ClickShare comes in two versions, the CSC-1 (Includes 4 presentation “buttons”, and supports the display of 4 sources on screen simultaneously), and the CSM-1 (lncludes 2 buttons, and supports display of only 1 source at a time). ClickShare uses a different methodology than the other WPSs covered within this article. Specifically, when inserted into the client PC, the ClickShare buttons create a dedicated Wi-Fi network used to transmit the on-screen content from the PC to the ClickShare base unit. This approach offers 2 key benefits: 1) Guests can use ClickShare without the need to access the corporate data network / LAN 2) Enterprise users can connect to both ClickShare and the corporate data network simultaneously
Crestron AirMedia Crestron’s AirMedia Presentation Gateway provides wireless presentation capabilities for a cost effective price. The AirMedia base unit is configured similarly to an SMB router, so it should be very familiar to IT professionals. Key benefits include relatively low cost and strong integration with the Crestron ecosystem of solutions. For example, from a Crestron control panel, a user can access information about the AirMedia (current access code, number of active clients, etc.) or change the access code.
NovoConnect Vivitek Email: info@vivitek.eu Web: www.vivitek.eu mode allowing clients to connect directly to the Base Unit via Wi-Fi without any connection to any other network. This makes NovoConnect well suited for environments with guest presenters. Thanks to its small size, NovoConnect is also ideal for use on the road.
Google Chromecast Chromecast is an extremely small, very cost effective consumer device that plugs into an HDMI port and allows a user to send online content to the display. The common use case for Chromecast is to send movie content (e.g. YouTube) to a standard (non-smart / non-Internet ready) display. Many consumer content
shared” queue that is accessible and can be managed by multiple users, granular control of the onscreen layout, and a centralized management / admin portal. In addition, Solstice supports up to 4K video resolution (if supported by the host PC). Mersive has also just announced that an appliance version of Solstice will be available in the near future.
WowVision Collab8 Collab8 is available either as a software-only solution or as a Windows-based appliance. Unlike the competing solutions which are either dedicated wireless presentation systems or consumer devices, Collab8 is more of a team collaboration system. Key features include support for up to 4K video, the ability to present up to 6 sources on screen simultaneously, and peer-to-peer sharing features like file transfer and chat between connected users / clients. In addition, Collab8 supports the use of 3rd party software such as Skype and Lync, which allows it to act as a group video conferencing system (to a point). In some situations, this may eliminate the need for an ad-
Christie The Christie Brio is a rack-mountable (1 RU) device running embedded Windows and supports dual DVI inputs and dual DVI outputs and video resolutions up to 2560x1600. Unlike competing solutions which typically require the installation of a software client, Brio supports many native presentation protocols including AirPlay for presenting from iOS and OS X devices, Miracast for Android devices, and Microsoft Network Projector for Windows systems. Brio also supports multi-touch displays for whiteboard and meeting management.
Delta NovoConnect NovoConnect is an amazingly small, cost effective, Android-based device that supports basic WPS functionality. Unlike most of the competing offerings, NovoConnect does not include an Ethernet connector, so connections to the corporate LAN (if so desired) must be made over Wi-Fi. NovoConnect is one of a handful of WPS devices (others include Barco ClickShare and Christie Brio) that support a wireless hot-spot
sharing sites are pre-programmed to support Chromecast. For Chromecast, wireless presentation capability is somewhat of a by-product of its core functionality. Sharing content from a PC requires the use of Google Chrome browser with a plug-in / extension (note that screen sharing is a Beta function today). Sharing from a mobile device requires a 3rd party Chromecastenabled application. Like Apple TV, Chromecast only displays a single source at a time.
Mersive Solstice Solstice is a software-based solution designed to be installed on a customer-provided host PC running Windows 7 or 8. Once the software has been loaded, the host PC is connected to the shared display(s) and becomes the Solstice base unit. Solstice offers numerous power features including support for a large number of clients presenting simultaneously, a “content to be
ditional PC in the conference room.
Conclusion All of the solutions described above allow users to present wirelessly from PCs (Windows and MAC) and mobile devices (iOS, Android, etc.). However, there are many differences – some of which could mean the difference between a successful deployment and unhappy users. The takeaway here is that users should research their options carefully and pay particular attention to the user experience (# of sources on screen, ability to control the on-screen layout, etc.), support for guest users and network options, and of course cost. Wainhouse Research has published a number of in-depth content items covering wireless presentation systems. For a list of available content, please visit www.wainhouse.com and search for WPS (or go to http://bit.ly/1p23PmI).
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Videoconferencing ….what are the benefits? Does the matter in hand require a demonstration? A picture is worth a thousand words and in many situations a live video conference is a lot more effective than a phone call.
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iving a sales team a visual demon stration of a new product or solving a problem with a customer with the help of shared data – the situations abound in which this superiority is beyond doubt.
Saving an enormous amount of time Simply put, it is ubiquity within your reach: the ability to be in several places at the same time without leaving your office. Of course, face-to-face interactions with discussion partners will never be replaced completely, but videoconferencing offers you enormous benefits in terms of availability and ease of use. When you add up the number of business trips you make every year and calculate their cost while taking into account the ancillary expenses (transport to and from the airport, meals, lost time), it becomes clear that videoconferencing is an interesting alternative. In general, the travel costs of one employee can far exceed the costs of a video conferencing system that can be used by the entire company. Moreover, it is not unusual for a company to have branch offices and subsidiaries throughout the country and the world. Most of these offices communicate by phone calls,
email or SMS. However, the lack of face-to-face relations can give rise to misunderstandings and lead to the loss of useful information. When video is used, participants stay more alert and more concentrated on the topics under discussion. The result is that projects are completed more rapidly, productivity is improved and the discussion partners are better attuned to one another.
Working together more effectively Indeed, it should not be forgotten that videoconferencing enables you to read the facial expressions of participants and to take note of their body language. It takes into account metacommunication, which does not exist during a conventional phone call and which leads to more rapid and effective collaboration. A CEO, therefore, can speak to his branch man-
agers in real time, even if his offices are scattered throughout the world. Relations with suppliers are also improved: imagine being able to speak with a Chinese manufacturing company and showing them the prototype you want them to reproduce, all in HD quality! A task that would have necessitated a long and expensive trip is completed in a minute – and in the comfort of your office! Videoconferencing allows maximum reactivity: teams that communicate in this way see a substantial reduction in the time they need to bring a new product to market. Being second to market is of little or no use. You must be first to the market with your new ideas and new products! It also allows you to develop more personal relations with your customers, a guarantee of a deeper loyalty than that gained through phone conversations or emails.
SMEs can also invest in videoconferencing! SMEs have always – and even more so nowadays - been confronted with sizable challenges, although
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they have limited sources at their disposal.
ime management, productivity, the building of relationships and reduction in expenditures are all part of this complex of issues.
Solving a large number of problems For time management, every delay, every business trip and every delayed decision represents a loss of money. These losses must be reduced. The optimisation of employee productivity is also cited by 29% of SMEs. A company must be able to manage and activate its personnel easily, especially when it is distant. An SME’s customer base is essential. It must be strong and loyal. To achieve this, personal connections must be established with customers in order to remain competitive. The need for sustained collaboration is growing: productivity can only be optimised when team members can work together easily and exchange their experiences. And, in today’s workspace, self-employed workers are often separated by large distances, which makes collaboration more difficult. Lastly, the minimisation of expenditures presents a problem, as many tools that would be useful to SMEs exceed their budgets. Videoconferencing and the sharing of content enable a large number of these prob-
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lems to be solved, facilitating communication between team members and increasing personal connections with customers. Video also facilitates teleworking, allowing collaborators to spend less time travelling and therefore to be more productive, as noted by 61% of the company managers interviewed.
Standing in the shadow for financial reasons The reduction in travel costs is obviously one of the advantages of videoconferenc-
ing. The score is beyond dispute with regard to the improvement in team work: 97% of workers share this opinion, especially since videoconferencing, when required,
enables participants to be drawn from the pool of experts, both in and outside the company. Meetings also gain in effectiveness! Videoconferencing enables greater participation and the immediate exchange of information. As for customer relations, it must be emphasized that video allows much greater understanding and engages customers emotionally much more than audio. It also allows the sharing of documents and images, which improves service and the overall experience of customers. Companies then gain a large competitive advantage. Despite these advantages, it must be recognised that the cost of using videoconferencing systems has acted as a deterrent until now. Apart from the price, the soliciting of specialised personnel to make them work has also been a barrier. SMEs have therefore always stood in the shadow of large companies with regard to the deployment and exploitation of the advantages of video collaboration. However, these reasons – perfectly reasonable! – have now disappeared. “Cloud” services and new concepts have created new solutions that have become affordable for SMEs and are as easy to install and use as a television set! It would be a great shame to ignore them!
Well beyond just the removal of transport costs
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Since its beginnings, videoconferencing promises users substantial savings in travel costs.
t’s true that with it, transport costs disappear, and that there’s no more wasting time: communication is instantaneous and you can start working immediately.
Greater efficiency and productivity The same goes for audio conferencing as well, even though facial expressions and gestures may lack, which are of great importance as they constitute non-verbal communication, which is often more expressive than the words actually used. Surprisingly, however, in light of research conducted among 4,700 users of videoconferences, we note that the first cited benefit is not the reduction in travel costs, but rather increased efficiency and productivity. Discussions are more productive, with decision-making faster. Some even assert that video conferencing can actually be more effective than an actual meeting. In order, the reasons are, compliance with hours of the meeting and a focus on the desired theme, with less «chatter». Against videoconferencing we may cite
the strange phenomenon of seeing yourself on video, the preference for suitable clothing (that is not too contrasted), and that of «cleaning» the room (or office) to remove items that might distract. Although opinions differ on the latter point, as the environment may be the start of a «chat» about this and that, which generates a different kind of highly beneficial relation that is comparable with that of «real» discussions!
ner at Wainhouse Research). Davis continues: «The analogy I use is simple: parents buy toys which their children use. IT departments buy video conferencing systems that people do not use.» As pointed out by «The Agency Group,» «if a person wishes to make a call, he/she can take a sheet of paper containing four to five instructions to follow, and easily manage to do it him/herself.» Then, regardless of whether the videoconferencing system is based on the
Systems that people do not use Videoconferencing today takes on a thousand different faces. It is obviously always found in dedicated rooms, but it is gaining an increasing level of importance via mobile devices, tablets and other Smartphones. What professionals absolutely have to consider is that the start of videoconferencing, from where it began, must be easy to use (Andrew Davis, senior part-
software, hardware or whether or not it is hosted in the «cloud,» an up and coming solution. Finally, it is good to know that the price of configurations has significantly fallen over time and now makes videoconferencing accessible to SMEs.
Solutions to fill the gap! Throughout the world, businesses use communication and collaboration tools, including videoconferencing
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or, to speak in more general terms, virtual conferencing.
he strategic use of these tools yields numerous benefits, among which are a better team spirit, a clearer understanding of the goals to be achieved and the ways of getting there, increased memorization of information and, last but not least, a quicker decision-making process.
connections with land line or mobile devices.
The innovation that changes everything
Prices….or disappointment But, as with all tools, the advantages depend on their use: the more they are used the more businesses benefit from them. These considerations suggest that visual collaboration is going to expand throughout the business and particularly in the conference
rooms, not only in the prestigious room where the directors meet but also in the other rooms and the small spaces that are used as meet-
ing places. However, the reality of the situation contradicts this prediction. Why? Several reasons can be identified. The high cost of the installations acts as a powerful brake on the setting up of videoconferencing rooms. The user experience comes next: it must be understood that satisfaction depends on the price and lowcost systems produce a mixed experience, considering the sacrifices they entail with regard to video and audio quality, and with regard to interoperability and start-up. This latter is often the target of criticism by users: while a telephone call is made very simply, videoconferencing systems are often much more complex and trained (or experienced) personnel are needed to operate them. Lastly, the limited access: as much as it is easy to communicate with a system comparable to that used by one-self, difficulties still exist in establishing
In conclusion, the big-ticket systems are attractive but too expensive, while the low-cost alternatives are disappointing and limit the scope of communications. This explains why video is installed in a relatively low number of conference rooms. However, and few businesses are currently aware of it, a new category of audiovisual collaboration tools has been available on the market for only a few years. These are midlevel solutions in terms of price. These solutions focus on providing important features for the user and come with affordable prices, well adapted to wide deployment. They fill the gap existing between the expensive, high-performance solutions and the disappointing, low-cost tools. In addition to being reasonably priced, these new solutions eliminate complexity and focus on reliability, accommodate both Wi-Fi connections and network cabling, take care to offer the highest level of interoperability possible, work in high resolution (720p), provide image-adjustment functions (including zoom functions), enable the sharing of content from the PC (for example), and boast a low energy consumption.
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EIBTM The place to be! We met Graeme Barnett, Senior Exhibition Director at EIBTM, who enlightened us on the importance of this event,
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which is intended both for companies, CEOs and marketing directors alike. Let’s listen to what he had to say...
IBTM is the annual meeting place for all those who work in the field of corporate meetings and events; it is an indispensable place for anyone working in this sector. It’s an event that enables you to get more involved in the industry, develop business relations, network and do business, while increasing your knowledge of the sector. Indeed, it’s over 15,000 professionals in the industry who meet annually at EIBTM, a figure that gives a nice reflection of its importance and usefulness. The Leadership Summit Meetings (annual) will be an event of great interest for policy
ple of this: it is an area that is exclusively dedicated to the top ten innovations that will be the engines of the meetings industry of tomorrow. Here we perform real-time demonstrations, which enable participants to have a clear idea of the impact that these innovations will have on their business and on how to use them. Graeme Barnett cuss their common goals, which are ways to make their organizations more competitive and more responsive to the ever-changing face of this business. CEOs and marketing directors may also benefit from relevant training sessions and discover a wide range of innovative products that may be used directly to inform their companies. EIBTM is the perfect opportunity for those involved in the industry (exhibitors, buyers, trade visitors, marketing directors and CEOs) to meet and learn about the latest developments, all together under the same roof.
makers in the industry. Accessible by Invitations alone, it offers a global platform where ideas are discussed, along with the trends that will affect the business over both the short and medium term. In addition, entrepreneurs can meet each other here and dis-
It’s also a real showcase for the entire industry of corporate meetings and events. At it, you can meet over 3,000 suppliers in the field of meetings, including hotels, convention centres, PCOs and DMCs, airlines, travel agents and a wide range of specialists in events technology through mobile applications, the implementation of virtual meetings and recording software. EIBTM also offers the opportunity to attend training seminars and workshops led by influential experts. Indeed it is also an opportunity... to network, interact with peers, find new sources of inspiration and draw from ideas in the areas of innovation and technology. In fact, attending EIBTM enables you to keep ahead of your competitors by remaining in tune with the most advanced products of the moment. Let’s not forget that technology is a powerful driver for change in the meeting industry and EIBTM reflects the state of the latest methods in the sector. EIBTM’s area of innovation is a good exam-
The daily «Tech Hour», which is very popular, lets speakers participate, who deliver what they consider to constitute the key industry trends. This year’s EIBTM will also show the activation of more real-time presentations with many opportunities to interact and collaborate with technology on screens. The «Technology Watch Award» will be a unique opportunity for companies involved in innovative technology to promote their new products to over 15,000 professionals. The deadline for applications is 10 September, and we hope to exceed the number of competitors last year, which had already reached 60. The IBTM multi-event App was designed to complement the face-to-face meetings. Us-
ing it, participants will be able to follow their schedule in their hand and take notes of each session. They will then be able to store this information once they return home. Regarding conferences, as we’ve said, they will be led by experts in their fields. These seminars and workshops will cover a very wide range of topics and will be useful to extend the activities of each party involved, in addition to their own professional development: over 100 seminars and workshops are scheduled for this. Wi-Fi connection will be ensured, and will be adapted for use by the different types of people attending. For example, the needs of exhibitors are very different from those of «Hosted Buyers» and visitors who have mobile devices. Connection will be free of charge throughout the EIBTM site, including in dining rooms. For further information, visit: www.eibtm.com
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Face to face... or word of mouth? Provided you take into consideration certain details, a conference call can easily replace a face-to-face meeting.
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ndeed, it’s a natural method of communication that can be used more spontaneously. Like videoconferencing, conference calls also enable enormous savings in both time and money, by eliminating travel, which, thanks to it, has hence become unnecessary.
be quickly forgotten and completely ignored. To get the staff on board, an easy-to-use system will need to be chosen, with no tangled wires around. Anyone should be able to start a conference call easily, without having to start reading cryptic instructions.
Sound quality is essential
Opening up to the real world
However, a crucial point must be monitored: sound quality. As messages will be transmitted using it, sound must be the best possible. Therefore it means carefully choosing speakers and microphones in order to let participants use the «full duplex», i.e. be able to talk together at the same time. This is not to make communication seem confused, but rather, in order to reinforce (for example) sentences spoken by a speaker. As a result of this, there should be no echo. In addition, each participant who is present in the room must be able to participate without there being any differences in the level of sound, or that one speaker is more audible than another. There should also be a «mute» button for participants present in the room, so they are able to talk in private with each other. These points are essential and are fully required in giving the impression of a «live event» and «real experience.» If there is any imperfection in sound, the conference call will
The system must be «open». This means that it will be possible to call and be called - both by other working groups, but also by owners of mobile phones who are alone, or by employees using ordinary telephone lines. It is therefore open to other groups and remote workers, who, for example, are on the road or in their hotel rooms. If we meet these specifications, the conference call will be increasingly used by your company. It will offer more solid «advantages» over just using the phone, and will cost much less than setting up a video conference facility, while offering similar benefits. The return on investment is almost immediate: it is enough to have two important groups meet just once to obtain positive returns from facilities. This is another reason to choose it carefully, taking into account the triple and essential constraints of sound quality, ease of use and openness to today’s modern world.
Konftel Email: info@konftel.com Website: www.konftel.com Computers, tablets, smartphones, desktop and mobile phones – the Konftel 55W is designed to keep pace with the array of devices we use to communicate today. All with OmniSound® HD for crystal-clear sound that is essential for efficient communication. Features bridging and expansion capability, compatible with most systems. Softwares with enhanced support for use with Microsoft Lync and Avaya One-X is available as free downloads. Small picture: All devices can be connected simultaneously, switch and bridge on the touch screen.
Meeting to really be understood without any language barriers A big company, international association, or large organization... These structures are well aware of the problem of congresses and seating, where many people meet and
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where we are all far from... speaking the same language!
n easy shortcut would be to rely solely on English, assuming that everyone speaks this language fairly well. However, this is clearly deceptive: if a person uses some of his/ her brainpower to decipher a language, there will be less remaining to understand the actual content.
er and immediately translate them, in real time, into another language. Participants have headsets and a module (usually wireless today), which enable them to choose their mother tongue. For example, the position «1» corresponds to the English stream, «2» French, «3» Dutch, «4» German, and so on.
The principles
The solution...
Moreover, even in someone’s mother tongue, the context must at times be applied to correctly understand a sentence, which otherwise is cryptic. It is mainly for these reasons that we use interpretation services. Interpretation alone guarantees a focus on the final objective, i.e. understanding messages from all participants. Interpreters have to cope with a very tough task that is extremely demanding, and their equipment must be of a high standard. Generally, interpreters work in pairs in soundproof booths. They receive audio flows from the speak-
There must not be any interference from mobile phones or other Wi-Fi networks and sound must be of a high quality (CD). Of course, this is to ensure the confidentiality of exchanges. We will either use infra-red techniques (IR) or radio frequencies (RF). Choosing a provider is both a simple and complex process. It is difficult if you want to choose each factor and combine them: order the equipment via rental in one place, contact interpreters in another, perform preliminary and other tests. However, the best solution is to contact a supplier, requesting a full «turnkey» service. The decision-making criterion is to be sought next to references: here, past success is the best indicator of future success. What were the events covered, how many people are at meetings and how satisfied were those who attended them? Media Vision And do not hesitate to ask heads Email: media-vision.com of companies, associations and orWebsite: www.media-vision.comge ganizations who have used these services before, so as to get their feedback.
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Waking Up the Audience and Keeping their Attention Giving a successful business presentation is no easy task. One is not born a successful lecturer! However, one
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must try to engage the audience as much as possible in order to get the message across…
Tell… A Nice Story
tion contains the message one wishes to convey! To be persuasive, one must ensure that the people question themselves. They have to make a little intellectual detour to get ready for the solution that you are about to advocate. Between the question asked and the reply giv-
It is said that we have one minute to create the sacrosanct attention we seek. The first few seconds of a presentation are the most important, and if you waste them with details that are of no significance to the public (making endless acknowledgements, making excuses, getting lost in the preliminaries), that will be the end of it; the public will escape and won’t come back. That is why this crucial moment must be meticulously prepared, even if this means learning the words by heart. Once this hurdle is overcome, some specialists recommend… telling a story, just like that, whether true or fictional, that doesn’t really matter, as long as it’s nicely told. Of course, one has to make sure that the story in ques-
en, the question has to be broken down into various steps, and in doing so the minds of the audience are gradually led to your solution. Also show your journalistic side; use phrases and statements that make an impact, and
his type of communication can be learnt. There exists specialised training for this. Here, we will confine ourselves to listing small things that often make all the difference…
even shock. Obviously, the headline you are going to use should be linked to the objective you wish to achieve with your presentation.
The Fly in the Ointment Similarly, use quotes from famous people. Don’t hesitate to include paradox, to the effect of, “If two people always have the same view, one of them is redundant” (Mark Twain) or by waving a sign while saying, ‘Do not pay any attention to this’ (which is impossible). Using paradoxical sentences or orders is a very powerful way to attract a lot of attention. Of course, the verb does not have to do everything; it would not be capable of that! So try to come up with strong and vivid images: The visual component can say it all, as long as it is well selected. Using a «symbolic tangible object» (and which is, a priori, distant from the words, which is somewhat similar to the famous «fly in the ointment») helps a great deal… Brandishing a tennis racket, for example, and saying that one is only behind in the first set and that one will recover… Video clips are our friends; they can contain testimonials that we know have great emotional value, provided that they are well selected.
It must flow from source to be drinkable! Speaking in public is one thing, captivating your audience is quite another! English speakers are masters
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in the art of seduction, while we seem to have got bogged down!
peeches? This is often experienced as a punishment or even pertaining to gossip. We rush, looking at graphs and the figures in them. We want to be serious... it’s just unfortunate and we do whatever it takes to drive away thoughts other than where they should be!
He ordered 400 cafés latte at the local Starbucks! And beware, the pitfalls can come from where you least expect them: Internet may mean that a badly presentation is eternalized on social networks... This is a real symbolic suicide that we wouldn’t even wish on the worst of our enemies! However, instead, let’s turn towards the best... Pay honor where it’s due; look at Steve Jobs... Here, we can talk about a real blueprint, like the products sold by his company. Casual dress style, simplistic finesse, gestural control, absolute clarity and pedagogy that’s a hit. One of his secrets? He continually passed from emotion to rational argument. He also used humor to create breaks in the rhythm and pre-
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vent the speech from tipping into monotony. An example? Steve Jobs, who, to illustrate the geo-location features of the iPhone, called the local Starbucks (contact details provided by Siri) to order 400 cafés latte for the entire conference room! And then there is the design, the big idea, the vision: change the world by making it a better place... This is also a hallmark to many US CEOs.
Pre-pa-re tirelessly! A few years earlier, Bill Gates was doing everything the same. He had an awkward look like a teenager and he too, had his «visions»: at the time of IBM’s electric typewriter, which sat on every secretary’s desk. He predicted, «one PC on each desk,» which seemed unrealistic at the time. The computer was going to change our lives - he kept telling us and he also filled his speeches with a special kind of humor. This was at a time when Microsoft was the «little company that was rising, rising, rising,» and which attracted a lot of sympathy. Bill Gates Mercedes Erra, Executive VicePresident of Havas Worldwide,
Steve Jobs also skillfully uses humor; she loves to make her audience smile, telling anecdotes about experiences with her children. She makes fun of herself and her role as a pseudo-perfect mother. It’s also full of emotion, so as «not to tire the audience» to give the public the impression they are interacting with the speaker. And when you’re neither Jobs nor Gates nor Erra then what? First, we can gain inspiration from them! Then, specialized coaches recommend choosing a few people who stand out in the meeting and talk to them directly, while avoiding hostile faces of course, and, most importantly, prepare the speech, repeating it in advance, saying it out loud and starting again... Everything must flow naturally so that it almost becomes «palatable» !
Webcasting and its ROI (Return on Investment) for companies and associations Does the return on investment in Webcasting warrant an investment in this technique? Remember that it concerns the broadcasting of events over the Internet via streaming. It is possible to save and then upload a document onto the Internet on request. Profitable in under 18 months Streaming, or broadcasting live events via the Internet, may represent an alternative to an existing practice. Here it is a question of replacing a real event by the same event, although «virtually,» which will cost a lot less. However, it may also be a question of extending the scope of a real event, by adding additional audience who may not have been able to attend the actual event for various reasons. Lockheed Martin is a company that produces between 40 and 60 live events each year. These have an average of 1,800 visitors, with peaks reaching around 4,000. At this company the system captures the graphical output from the computer in real time. Before using streaming, the majority of Lockheed Martin’s meetings were held face to face, which resulted in significant costs. For example, for an event for fifty people over two days it was necessary to spend around $100,000, excluding set-up costs. After calculating, the group found that it would be easy to gain positive returns from the cost of setting up their streaming and webcasting system within 18 months. Centerplate works in the catering industry, managing concessions at stadiums. In 2014 it
will serve over 115 million people at over 350 sites around the world. Indeed, it is highly likely that a hamburger served at the stadium of Denver, or a beer drunk at the Qualcomm stadium of San Diego were provided by Centerplate.
The concept of a «broader audience» It has a workforce of over 45,000 people worldwide, which complicates the broadcasting of important pieces of information. In the past, top management would have travelled throughout the US and Europe to issue them in centralized places. This process took time and cost a lot of money. For example, to announce its merger with a British company, 10 of Centerplate’s directors flew to London, where employees met from across the whole of Europe. The estimated cost came to over $50,000. They of course tried to use audio communications, but the company was ill at ease with this type of communication. Now Centerplate uses the live broadcasting of events, which gua-
rantees that events will be seen at the same time everywhere. Its production costs a total of under 15,000 dollars, which represents a significant saving. In Europe, the AIACE, the International Association of former employees of the European Union, whose members include some 20,000 retired staff from European institutions, organizes its Foundation meeting every year in a symbolic European town. These meetings are attended by around 400 people, who each pay their transport and accommodation costs. For a while now, the Foundation meetings have been broadcast via streaming and webcasting, for members who are scattered across all EU countries and who are not, for one reason or another, able to travel to attend in person, but who wish to take part «virtually» via their PCs or tablets. Recordings are available afterwards, and may be accessed by the entire Association. This is a typical example of an «extended audience» and a hybrid event that combines real events with virtual ones.
AIACE
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Big Blue and Big Apple: Big Bang in Enterprises! Big Blue and Big Apple team up to create Apps designed specifically for enterprises. More than ever, Apple is
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the favourite brand in enterprises.
t is well known that the ‘apple’ brand has a privileged place in enterprises, which have always been attracted by the ease of use and security of the «iThingies».
Big Data Coming to an iPhone or iPad Near You On the other hand, BYOD (bring your own device) is in full swing in enterprises, with iPads and iPhones taking the lion’s share. And this recent Apple-IBM deal will only make the phenomenon more widespread. Under the agreement, Apple and IBM will develop more than one hundred apps specifically designed for enterprises. They will make it possible to harness all the know-how of IBM in terms of big data and data analysis on the iPhone and iPad. They target the major sectors of the economy, such as banks, distribution, telecommunications, insurance, transport and tourism. IBM’s programme also includes optimization of its Cloud services for iOS, terminal management and security. Office suites and application catalogues will be
developed. Additionally, IBM (which has over 100,000 outlets worldwide!) is going to sell the iPhone and iPad pre-loaded with solutions designed specifically for its corporate accounts around the world.
A real win-win deal! Says Tim Cook, CEO of Apple: «For the very first time, we will make IBM’s renowned big data analytics solutions available to iOS users, which constitutes a significant novelty in the world of corporate solutions». Frank Gillett, of Forrester, concurs: «This partnership is a landmark agreement. Given IBM’s market strength and coverage, this partnership gives Apple new
CEO IBM: Virginia Rometty CEO Apple: Tim Cook capabilities and greater enterprise credibility. Also, the agreement gives IBM a premium advantage in the race for mobile enterprise leadership.» It’s a real win-win agreement given IBM’s great ambitions in the area of BYOD and enterprise mobility: Indeed, IBM has placed the mobile phone at the centre of its strategy for several years.
So…What Exactly Does One Do with a Smartphone? We know, Smartphones are riding a wave of success. But what do we do with them? What do we use them for?
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f course, Smartphones are synonymous with applications. So we may be inclined to think that the owners of these true ultraportable computers collect them.
It’s the Content that Matters According to a recent Nielsen study, that is not really the case! Indeed, Smartphone users only rarely have more than thirty appli-
30 applications. The amount of time spent using Smartphones has increased dramatically, from 18.18 hours per month at the end of 2011 to… 30.15 hours at the end of 2013. Nielsen’s conclusion is crystal-clear: «It’s the content that matters». It is 18-to-24-year-olds who spend most time on their Smartphones, with an average of 37 hours per month. Contrary to what one might think, older people are not outdone; they use their Smartphones on average 21 hours per month (on 22 different applications).
No. 1: Social Networks and Search Engines
cations. On the other hand, they are spending an increasing amount of time using them! The study applies to both iOS and Android, and targets Smartphone owners over the age of 18. The number of applications on people’s Smartphones has indeed increased compared to the very beginning (23.2 at the end of 2011, 26.5 at the end of 2012 and 26.8 at the end of 2013) but is moving towards a ‘ceiling’, which is around
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But let’s talk content now. Most of the time spent on applications is devoted to search engines and social networks (a little less than 11 hours per month). Entertainment (video, audio, games) is in second place (ten hours) and is growing most rapidly (against 6 hours per
month in 2012). As for the communication tools e-mail and instant messaging, they account for just 3h48min per month. Also contrary to what one might think, online shopping is down significantly, totalling just one hour and 33 minutes; a salient fact: it has the lowest increase (only +12% between 2012 and 2013). Information applications have seen a sharp increase (+ 55%) but nonetheless account for just 1 ½ h of use. Facebook alone draws 17% of the time spent on mobile applications.
Corporate Videos with Hit Potential! Companies are turning into video producers! Based on the increasing use of videos by companies, one would
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be inclined to believe it!
hese videos are mainly used for marketing, training and sales tools. Videos are no longer considered just as a means to record a meeting or a presentation. Today, they are used to disseminate, in a digital manner, a message on corporate websites.
Quality Will Become All the More Important! At the same time, YouTube, the great videoon-demand server, does very well. Did you know that it’s the no. 2 search engine in the world (based on results from 2013)? It is a sign of the times: Our companies are turning to videos when it comes to learning something, entertainment, or even making business decisions. Given the flood of videos from everywhere, the public is less and less demanding about the quality of the footage, which means that, today, even SMEs can move into this area without the need for huge production budgets. Nonetheless (and at the same time, we could say), the excellence of quality videos will become all the more important! Under these circumstances, it is useful to give a few tips… even if one uses an inexpensive camera to shoot video…
Videography is like photography: It‘s about ‘writing with light’. It is a huge mistake to skimp on lighting. Shooting against the light? Zooming onto details? Everything will appear (and will be) clearer and brighter if it is well lit! Using lighting properly will also avoid having the video equipment take ‘high ISO shots’ that look ‘noisy’.
Enhancing Videos with ‘Continuity Shots’ The script is important. You need a clear objective before you get started and you need to identify the target group, which will set the tone of the script. You also need to think. For
example, if it is a sales video, it will be important to underscore the benefits rather than the characteristics of the product. Be sure to have some related footage up your sleeve to enhance the video! This will be used to illustrate the words of the speaker and to brighten up the video. Such footage can be in the form of ‘continuity shots’ (different shot angles) or ‘cutaways’ (related footage) of products, users or applications, depending on the case. One may think that it is necessary to dispatch film crews to various locations in the country (or the world) to illustrate the topic properly. But there is really no need for that. There is a wide range of sources available that one can draw from to get images: file videos, photos, graphics, animations… and the eternal PowerPoint. The trick is not to abuse one or the other! Whether it is a speaker or a film crew, it is rarely interesting to choose the flat fee for half a day of work over the compensation for a full day’s work. Often, the price difference is minimal and, moreover, investing in work time is an excellent tip: It takes time to make a good product!
Now it’s possible to see videos immediately See the Video link below See below effective video presentations and how can they help your business Most business are great at talking about themselves but don’t often look at things from the client’s point of view. With this nice videos you will homely convinced that the product, the solution, the application or service will be able to help you as well. “Take your own laptop into the meeting room and immediately connect to connect to a professional audio-visual system» from Ashton Bentley Room System Open the link below http://www.youtube.com/watch?v=pUsikMXqch0 Email: tony.leedham@ashtonbentley.com Web: www.ashtonbentley.com This video is also available on our website: www.cbsmedia.biz Some other videos will be announced in our next edition of November 14 2014 You can also seen some banners on our website: www.cbsmedia.biz
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The Era of the Consumer Corresponds to Multifaceted Shops It is the era of the consumer and shops have to think hard about the way they generate and manage the customer experience.
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oday, we live in a multi dimensional world. It is rare for customers to be “pure Internet”, just as it is rare for them to buy only in physical stores.
Enhancing the Shopping Experience! The consumer expects from his reseller that they offer him a choice, as well as convenience and flawless interaction through the channels that are currently available. To offer a better instore experience remains a top priority for resellers. Despite the dramatic increase in online shopping, studies and surveys confirm that consumers seek physical shopping experiences (and this includes the most connected generation, “Generation C”). According to a recent American survey, more than two thirds of 18- to-25year olds prefer buying clothes in a store. We are also seeing the emergence of the «clicks to bricks» phenomenon, which allows consumers to order or view online first and then go to a store. Moreover, e-commerce leaders such as Amazon are investing in physical stores, capitalising on the interaction opportunities available. In fact, the emphasis is on the need to enable consumers to make their purchases as they wish. Brands that focus on customer service are most likely to flourish. In February 2014, Qmatic asked Vanson Bourne, a company specialising in market research, to identify the variables that lead UK resellers to enhance the experience of their customers. The company sought to highlight their priorities for improvements as well as the hurdles they face in striving to create a “high-quality experience”. The study was designed to identify the discrepancies between the perceptions of the resellers and the actual experience of the consumers. So its aim was to help resellers get a better understanding of the framework of their business and to get them to invest more wisely in in-store technologies to enhance the shopping experience. 92% of resellers recognise that the customer experience is cru-
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cial to their activity. On the other hand, over a quarter have no defined strategy to improve it.
From Annoying… to Efficient! But, still in the light of this study and to put it in very concrete terms, what are the most annoying situations for consumers? The most annoying (72%) is clearly an item that is out of stock. Next are long checkout wait times (59%), followed by items not being available as expected (54%), «wild» lines, where people jump the queue or where one does not get served in order of arrival (21%), and the sheer lack of promotional offers (20%). Next, at less than 20%, is «too difficult to buy the desired product”, «inability to find adequate counters, Website: www.qmatic.com
customer service, opening hours, and ordering products online” (5% for the latter). Resellers, for their part, use a wide range of techniques to increase profitability and to attract the attention of consumers. For example, 35% of them actively use digital signage and communication technologies to broadcast advertisements. Below are examples of promising methods that enable resellers to increase consumer satisfaction, the idea being to integrate the online experience into the in-store experience. Make an appointment online, order online and pick up the item in the store. Create mobile applications that provide consumers access to stores at a time of their choosing. Use a «virtual ticket» system that allows for consumers to be called when the time comes, without having to physically queue. Be sure to keep a strong and clear identity at all branches as well as online, for nothing is worse than a lack of harmony.
The new voices of incentives Incentives are no longer what they used to be. Created in the 1970s, they mainly consisted of fun days out, lavish meals and exotic trips. Today, it’s back to semantics..
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he reward? Awareness of corporate values, global reflection over the organization of work within a company, and also team building? The concept is evolving!
End of the «old» incentives In any case, the crisis has certainly killed the «old» incentives, as budgets have been reduced and companies have started to want to get returns from these events by working on operational aspects. Accommodation and travel are now being closely examined, with a view to making savings. Even if it’s necessary to travel a long way, they prefer to invest in the arrival of «personalities» (a star, an actor, a top athlete, a prominent politician, etc.) to host their events and arouse the interest of employees. Still, the motivation and retention of employees need to last. We also need to invest in creativity, and offer activities that are part of the current trend, which employees will not be able to practice elsewhere. Today’s incentive will seek to develop team spirit, the integration of new staff, while stimulating innovation among employees. These are «productive activities» which of-
ten take the form of workshops. In them, activities are organized so that employees imbibe and appropriate the company’s values. They may also be led to wonder about the real problems. Some examples? A solution to turnover plaguing the company... Or, even, how to gain employee loyalty.
Incentives on a daily basis However, the concept of incentives begins to overflow the framework of periods that have been marked out as such. Incentives are not just comprised of special days – they are also a day-to-day organization. In spatial planning (lounges, games, with drinks and fruit for example), so as to transform the company into a «second home,» as done by corporate giants such as Google and Yahoo. The incentive, which is always oriented towards commercial staff in particular, given the need to maintain their motivation faced with the rejection that is encountered every day, also increasingly applies to other company employees, including those who feel «welded» to the company. A call center to
Dynamic Events Email: info@dynamicevents.it Website: dynamicevents.it reduce staff turnover has therefore introduced challenges: breakfast is offered to those who sign a contract before 10am, and the company holds a darts tournament with interesting prizes. The better the employee’s results, the more darts he wins, therefore increasing his chances of winning prizes. Challenges are changed regularly so that each employee can take a chance and to maintain a collective interest. The responsibility of Organizers of incentives is simple: it consists of ensuring that staff feel good in their jobs and even outside: when you feel good, you become more dynamic and efficient.
Interactive Terminals Are Your New Best Friend! It is not surprising to see interactive kiosks spring up in our commercial landscape. These digital kiosks offer new ways to interact with customers. They reach the target group efficiently and allow increased sales despite today’s competitive and
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difficult market.
ut one has to be able to encourage customers to use them. Here are some ideas…
greatly prefer by the way. In any event, it does not make much sense to compare the services rendered: Human intervention by a vendor remains essential; he/she can turn to the kiosk to show specific products Getting the Sales Process Underway… that interest consumers, enabling them to learn The aim of an interactive kiosk is to help the more about the various options offered by the average customer find the right product quickly product. Indeed, the benefits of interactive kiand easily. They contribute to a kind of ‘self- osks complement those offered by the vendor education’ of the customer, without the need in the sense that they provide additional inforfor human assistance at this stage, which they mation. Kiosks also help make the waiting times more bearable. While busy on the kiosks, customers are less likely to leave the shop as they wait for a vendor to become available. When the shop is crowded, interactive terminals can get the sales process underway (especially the information part) Berkshire Health Systems (BHS): by keeping customers 24/7 automated pharmacy services to reduce costs and improve employee satisfaction busy as they wait for sales personnel to be-
come available.
… And Providing Useful Information about the Customer! What’s interesting about an interactive kiosk is that it offers a real opportunity to learn to use such or such device by illustrating its use. As well as offering a wide array of products and listing their main characteristics, it can help people use them. So it is a very pleasant, interactive instruction manual of sorts that allows the customer to get to the points that interest him/her very quickly, as well as to learn more about them. The data collected by the kiosk can provide interesting information: The most viewed pages, how much time is spent on a particular screen, the success of promotion offers etc. So it becomes clear that even minor changes to the content can have a profound impact on the activity of the user. Interactive terminals also are excellent tools to provide interesting information by means of mini surveys: What was the customer led by in the shop? What is his/her sociological situation and what are his/her preferences in general?
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Apple sets the record (and payments) straight! Tim Cook told us all, “This will be the most important event since the iPad was launched...” We were treated to the new iPhone models; the 6 and the “6+” (in phablet format), in addition to the famous
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new product, the Apple watch (the eagerly awaited iWatch), or the smart watch.
et’s think back to the early days of the iPhone... This was a product that already existed (GSM), but which Apple developed according to the public’s demands: the company made it extremely attractive.
Revamping two domains left on the sidelines To top it all, «Apple Pay» is also being released, which firstly concerns «business». However, two observations need to be made about the situation that we are familiar with today: while the market for online watches has lagged behind, that of payments is full of failures. Indeed, let’s look at online watches that exist on the market where sales are stagnating, and recall Google’s
electronic wallet, which failed to take off. Apple is therefore taking on a big, indeed huge challenge. It wants to reconsider these two domains (watches and payments) and transform, renovate - indeed completely revamp them. Of course, the watch, which will be available in 2015, does what competing products are doing (SMS, calls, music, etc.), although it is a high quality watch, which uses (like protective covers for iPhones) interchangeable bracelets,
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it is fully focusing on customisation (three versions, Classic, Sport, Edition and six choices of bracelets), and is equipped with sensors to monitor pulses and movements via the Health application. It comes in two versions (for men and women) and, in particular, just like new iPhones (there isn’t enough space to talk about them here), it can be used with Apple Pay.
Complete security This is a contactless NFC payment. You should know that over 800 million people have an iTunes account, and have therefore already entered their bank details. The domain has growth potential, although the challenge is far from won yet. We will inevitably come up against the famous egg and chicken dilemma: users need to be convinced, and therefore make sure they can pay everywhere, and it’s necessary to convince tradesmen to adopt Apple Pay, and therefore ensure that they find enough customers who will use this payment method. Apple has recently signed agreements with Visa, MasterCard and American Express, although at first, Apple Pay will only be available on the US market. Apple Pay, which is very easy to use (via a fingerprint reader), uses high-security technology (even more than if we use a smart card), which is indeed one of its great strengths. The devices do not trans-
mit the card number, but rather a token by NFC, which the tradesman sends to the card issuers to confirm the transaction. With this in mind, any pirate will be unable to obtain information from the card, which is not the case with other systems offered by Google and Samsung, which send the credit card number by NFC. If lost or stolen, the «locate my iPhone» function will block all payments. For Apple Watch, once a code is entered, and as long as the watch re-
mains on the user’s wrist (the watch would use four sensors to identify its owner), payments can be made. Once removed, the code will be required again.