We Can’t Be
Everyone’s “Buddy” All The Time!
The Need For Something More Than IMSince
writing my last column on the payoff of converged
communications to the enterprise, I completed a preliminary analysis of the
survey of enterprise organizations that are members of the International
Association of Messaging Professionals (IAMP), the former Octel voice mail
users’ group. Although the members have common voice mail systems, they use
different telephone systems and different e-mail systems. The purpose of the
survey was to track the migration patterns of enterprise organizations from
traditional telephone and messaging communications to IP-based converged
communications.
Migration is still moving
slowly, since only 23 percent of the responding organizations have started
their convergence planning or implementations, mainly because of cost
considerations. More importantly, however, the survey showed a lack of
understanding of what converged person-to-person communications will do for
enterprise users.
While access to information
is always going to be important, that problem is rapidly diminishing with
online databases, applications, high-speed connections and wireless devices.
In fact, there is really too much information around and users have to be
very selective in managing their “knowledge.” The real problem is
communicating with people in a timely manner, because people make day-to-day
operational business decisions, give opinions, take responsibility for
follow-up actions and coordinate what other people do. As the saying goes,
“It’s not what you know, but who you know!”
Unlike computer application
servers, people can’t simultaneously multi-task different forms of real-time
communications with other people very easily, and their time availability
for real-time communicating has to be managed very carefully and
dynamically. That’s why person-to-person communications activity cannot and
should not be confused with information access, even when information access
is part of a collaborative conferencing session between people.
A LAYERED VIEW OF
COMMUNICATION CONVERGENCE
As mentioned in my last column, the emphasis on replacing TDM networks with
VoIP and TDM telephony servers with IP telephony servers (IP-PBXs, IP voice
mail servers, IP IVR systems, IP contact center systems, etc.) is primarily
geared toward reducing costs for the enterprise and facilitating
traditionally difficult and expensive CTI (computer telephony
integrations). However, there are other layered elements of the converged
personal communications puzzle that provide direct benefits to both
individual end users and indirect benefits to the enterprise organization
and working groups as discussed in my last column.
At the bottom level,
everyone understands the value of sharing a common network infrastructure
for voice and data in terms of reducing enterprise costs. However, because
of legacy voice technology investments, business needs, budgets, etc.,
convergence networking infrastructure implementation will take place
differently within each enterprise
At the next level, where IP
telephony “communication application “servers come into play, “hybrid” IP/TDM
approaches are practical considerations to ease the transition from legacy
TDM servers (PBXs, voice mail, etc.) and communication devices (telephones).
However, this is the level where new servers can be added to support
additional needs required by IP-based connectivity, as well as new user
functionality required by a variety of converged multi-modal communication
devices. Such new servers will provide unified message management (“unified
messaging”), personalized call management, instant messaging based on “buddy
lists,” and will also include speech conversion interfaces, primarily for
mobile users with handheld devices.
There is, however, a new
hierarchical control requirement for IP-based communications that supports
personalized, communications management for both contact initiators and
recipients and a variety of communication devices and modalities. We see
Session Initiation Protocol (SIP) as being the key to supporting the
personal layer of contact accessibility and modality management.
INSTANT MESSAGING (IM)
ISN'T ENOUGH!
Presence management, which basically checks online IP connectivity and text
chat availability status, started with instant messaging at the PC desktop
and got into a standards war between the big service providers who didn’t
want to lose customers through interoperability with their competition. IM
has been growing rapidly at the individual user level as a powerful modality
of real-time message exchange among users who are pre-identified as members
of permissions-based peer groups or “buddies.”
While IM provides excellent
real-time contact management for established work groups sitting at PC
desktops, it doesn’t work so well for temporary, dynamic communication
relationships. It doesn’t integrate smoothly (yet) with the other forms of
person-to-person communication that enterprise users use, including voice
phone calls, e-mail, voice mail, SMS, application alerts, and multi-modal
interfaces for wireless handheld devices.
IM has also raised concerns
for contact recipients because it exposes their online status equally to
everyone on their “buddy list” at all times. This has lead to a need for
“differentiated presence” information to be tied to selective “availability”
for different classes of personal contacts who may wish to use IM for
communicating at different times. But when current IM is not an available
mode of contact for a contact initiator, other communication alternatives
need to be provided, especially for time-sensitive situations.
The reverse
is also necessary. As an example, e-mail technology has already been able to
latch on to IM by including a link in an e-mail message that will enable the
message recipient (who is not necessarily on a “buddy list”) to immediately
click to the sender’s IM service when the “availability” indicator is “on.”
Part 2
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