Unified CommunicationsWhat’s in it for me?

• Stuart Bryden – Business Architect - BT

• Leon Benjamin – Collaboration Designer – Sei Mani

Introductions

Five ways to drive value of unified communications

It’s all about what’s in it for me? Value creation is the point of collaboration, not the act or tool of collaboration itself

Communications • Speak with a human voice• Information makes people think, but emotion

makes them act

It’s the small things that matter • Make sure everything works. First time. Always.

• Treat deployment like a consumer product launch

Adoption matters • Genius Bar model works. Many ‘interventions’ needed before people change the way they work

• Time makes more converts than reason• ‘Conversion’ happens ‘one conversation at a

time’

Measure • Create a business case• Measure quantitatively (e.g. T&E savings)• Measure qualitatively (e.g. surveys)

• Ultimate measure: How people react when you take it away

Old habits die hard

• Success is entirely gauged by meaningful participation

• These tools very much depend on the discretionary, voluntary effort of employees

• Enterprise collaboration tools demand a much different kind of approach to communicating the benefits

Typical WebEx Product Description

Typical Spark Product Description

Keep the Discussion GoingMeet, Share, and Recall

Share your screen to gain

quick alignment

Capture important details while you talk that can be

reviewed later

Initiate a meeting in your rooms of up to 25 people* from any

device

Join meetings in progress anytime so you can switch devices if needed

What’s in it for me? It isn’t just about meetings

Medical consultation Cisco Webex Saves French Doctor Hours Every Day - YouTube

Remote Teaching http://www.lengel.net/cisco/briefing/learningtechs/WebExinEd.pdf

Reach parents at times and places most convenient to them http://www.cisco.com/c/dam/en_us/solutions/industries/docs/education/connect_students.pdf

Job interviews

Mortgage discussions

Remote Santa Claus

IT Support

Selling/Sales

Information makes people think. Emotion makes them act

This email was sent to 500 people as a prelude to taking part in a WebEx pilot

Received a huge response because:

• Reputation/ seniority of the Chief People Officer

• Written in a human voice• It’s about you first and the company second

Pilot users doubled to over 1,000 people in 6 months

Subject Line: Fancy Making a Difference?

Hi Everyone,

Wouldn't it be brilliant to work for a company where everyone collaborates to get the job done? Where the technology allows you to chat face-to-face with your colleagues around the UK without ever leaving your desk?

Where you can find out what’s going on without spending hours standing next to the water cooler? Where you have the same communications tools whether you’re in the office, at home or sitting in Starbucks? Where the offices look and feel how you’d imagine a Virgin office would? Where you spend less time sitting on the M3 and more time making our customers happier?

If you like the idea of that then I'd like you to join me as part of a cross functional team dedicated to making it happen.

Let me know if you’re up for the challenge and if you are you’ll shortly be getting an invite to a kick-off meeting.

Thanks,

Elisa (Chief People Officer)

Detailed Comms Plans Drive Demand

Value proposition. Keep the messaging simple

Measure communications

• Recognisable URLs and hyperlinks in emails, clickable images, etc• Provides detailed statistics – better than email voting buttons

Get feedback. Value of surveys

• Surveys provide stories• Stories are more powerful than stats

Impact, outcomes. People have surprisingly simple needs

Couldn't do without it. It would be like somebody un-invented the mobile phone!

Meetings much more interactive when using WebEx as we all look at the same documents at the same time, leads to more discussion and problems being realised earlier and discussed more efficiently

WebEx is an invaluable tool and to be honest I wouldn't be able to do my job anywhere near as effectively without it.

We use it with our main external supplier which saves a lot of time and allows complex designs to be explained without the need for regular meetings in central London

To me the main benefit is for sharing documents, updating and agreeing those updates in real time. This saves many hours of redrafting and sending emails, many times with attachments to a wide audience. WebEx has changed the way I work for the better

• Well crafted communications can break old habits

• Treat your deployment like a consumer product launch

• Speak with a human voice

• Value creation is the point of collaboration, not the act or tool of collaboration itself

• It’s not that people are dumb, they just don’t have time to work out what to use UC tech for

• Measure the effectiveness of your communications

• If you haven’t done this before, or don’t have the skills, seek outside help

Summary

100%

Adop

tion

Time12 months

15%

66%

Standard Adoption (Low Touch)

Adoption (High Touch)

6 months

Next Webinar: High touch versus low touch adoption

Discovery Workshop

Q & A