Fall Internet World 2002

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Fall Internet World 2002

• Cindy Ross Pedersen
• (cindyrp_at_adeo.com)
• Philippe St-Onge
• (philippe_at_adeo.com)
• Adeo Communications
• www.adeo.com

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About Adeo
Introduction

• eBusiness focused Web development firm since 1995
• Build bilingual Web sites, intranets and
  extranets
• GOL approved vendor
• HRDC standing offer list
• Recognized authority on user centric designs

• Service mix
• Strategy
• Development
• Sites
• Applications
• Content
• Tool Vendor Selection
• Usability Testing
• Training Coaching
• Internet Marketing
• Site Reviews
• Metrics

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10th Annual Fall Internet World
Overview

• The industry's leading conference and trade show
  dedicated to helping businesses leverage the
  power of the Internet
• October 2002, New York City
• Thousands of attendees, hundreds of conference
  sessions plus minor exhibit hall
• Co-located with supporting shows (streaming, web
  design)

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Reflections
Overview

• Talking about 95-00 web vs 00
• Projects not going forward without ROI
• Focus on collaborative content management but
  many definitions
• QoS being discussed
• Show itself continues the evolution

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Hot topics
Overview

• Web services
• Cross device/circumstance (applications and
  connectivity)
• Elearning (Streaming, Flash, elearning)
• User centricity (user interfaces focus on
  simplicity, usability)

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Participants
Keynotes

• Charles Fitzgerald
• GM of Platform Strategies, Microsoft Corp.
• John Patrick
• President, Attitude LLC
• Yogesh Gupta
• CTO and Senior VP, Computer Associates
  International, Inc.
• Tony E. Scott
• CTO, General Motors

• William T. Esrey
• Chairman and CEO, Sprint
• Chris LiottaSenior VP GM, Content Delivery
  Business Unit, Network Appliance
• Jon Miller
• Chairman and CEO, America Online, Inc.

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Summary of trends
Keynotes

• Microsoft
• Web services interoperability
• Digital media
• Computer Associates
• Extended enterprise challenges
• Portal web services delivery
• Combination of physical and electronic security
• Quality of service reliability

• AOL
• Members rule
• Broadband
• Integration, Ease of use, Value, Organized
• Network Appliance
• Enterprise streaming
• Standards needed

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Topics from the conference

• Enterprise content management
• Collaborative environments
• Usability
• Chat/Streaming/elearning

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Enterprise content management
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Trends for Content Management
Conference

• Collaboration is the new requirement for CM
  projects
• CM portals collaboration
• Enterprise CM is broad in definition and scope,
  includes integration of enterprise apps
• Content is a full range of corporate assets
  (WebEx conferences, streamed content)
• Content anywhere, any time, personalized for the
  user

• Avg software cost 210K
• Avg services cost 151k
• Giga services 3-4xsoftware (includes internal
  costs)

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Enterprise Content Management
Conference

• Centralized repository approach WCM,DM, DAM
  (digital asset), SCM (source code)
• But thats only 25-35 of the info
• ERP, CRM, Legacy, SCM (supply chain), file and
  database is 65-80
• Approach aggregation, ignore or virtualize
• Meta data normalization for search across

• Foundation CM value to audiences
• Foundation DM control over documents
• Many KM initiatives find that 80 is of little or
  no value
• Turn web metrics into meta data (who uses it, how
  often)
• Satisfaction ratings (feedback mechanisms)

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New capabilities in Content Management
Conference

• Business process workflow
• Rules used in new ways
• Advanced personalization even across partners
• Report and analysis beyond web traffic
• Data mining
• DRM
• Rich media
• XML content types
• Syndication, micro-payments

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Content management common infrastructure
Conference

• XML and web services (move from browser to
  business access)
• Security privacy and universal identification
  (role based)
• Increased usage of roles based access
• New device consolidation and innovation being
  ever more connected
• Metrics to justify costs and value (ROI)
• Exponential growth of content sources and types
• Audience expectations continue to evolve

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Wireless delivery
Conference

• Differences compactness and context
• Smarter content, aware of delivery for wireless
  and use, context awareness

• Compactness hardware limitations, need to filter
  the information for limitations
• Context where are you, constant context
  universal profile I can continue a session I
  might have started elsewhere, where am I, what do
  I need when Im there
• Killer App is email

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Wireless delivery
Conference

• Have attachments in CMS makes it easier, not in
  your wireless provider service
• Slow adoption
• Its not a mini web site
• 10 second applications

• Content specialist knows what kind of content
  for each format (People write documents)

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Collaborative environments
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Collaborative content management
Conference

• DM solutions repositories routing
• Portals employee centric
• Gap
• Consolidated environments for project and
  documents
• Calendaring, notification/messaging,
• Security model to support internal and external
  teams

• Key components
• Security
• Information processing tools
• Entrenched in business systems
• Application integration
• Single point of access
• User experience

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Collaborative content management
Conference

• Flavours/team collaboration is a mix of
• P2P (Groov)
• Conferencing
• Chat, instant messaging, white board
• Groupware (email)
• Application sharing (take over desktop)

• Key features
• Integration with DM, KM, portal
• Project frameworks
• Calendaring
• Easy UI
• Notification and messaging
• Super security model
• Delegating authority capability
• Simplified web based admin
• ROI
• Reduced cost (travel)
• Quicker time to complete
• Reduction of duplicated work
• Streamlined admin

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Issues
Conference

• Corporate culturewilling to change biz culture
• Technology confidence in web security
• Infrastructure bandwidth, external
  communications capability
• Politics resistance to change face to face
  culture

• Require
• Technical and business champion
• Multiple pilots might be required not all biz
  processes are collaborative by nature
• Be flexible and plan for changes along the way
• Wheres your pain focus on that
• ROI based on existing procedures

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Usability
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Usability
Conference

• Lots of focus on building the brand
• Online experience impacts brand perception
• Usability embracing traditional market research
  (blended)
• Web research to support web development in the
  early planning days (functionality and content)
  use online surveys and call centre data
• Be real in the scope of the research

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Suggestions
Conference

• Can do usability on an existing site or on a
  competitive site for early stage feedback
• Match the right research to what youre looking
  for, watching in context (in homes, business user
  in office)

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From Kraft Fleet Boston
Conference

• Focus groups said what they wanted but logs
  showed the stuff wasnt used
• Know when to do research
• They applied research to creative but didnt take
  it to users, it was accepted
• Assess wire frames
• Consultants do reviews

• They dont test paper, sometimes use a clickable
  PowerPoint, its so different to be online
• Flash as a prototyping tool
• Cultural profiling not just translations

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Chat/streaming/elearning
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Nutrisystem
Conference

• Assisted service, live online help (push pages)
• Online communications chat rooms and bulletin
  boards

• 100 chat agents, 300k sessions a month
• 1300 phone agents, 600k
• Talk to a counsellor online
• Chat pays off, new customer are 70 more likely
  to place an order
• Customers started doing self policing in
  discussion boards so no worries

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Nutrisystem
Conference

• People give more info over chat than phone
• Chat customer will stay online longer and buy
  more
• Selectively they can watch shopping cart and
  intervene to help
• 1800 charged reduced
• Easy to distribute work to chat workers
• Easier to retain counsellors, flexibility hours
  and work from home

• Business
• Transcripts of sessions used for training, eval
  and qa agents
• Can monitor activity
• Sales up, staffing requirements down
• Business fit considerations
• Nature of your product/service
• Culture of company
• Online goals and expectations
• Implementation and promotion strategy for this

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Streaming
Conference

• Big apps
• Distance learning
• Corp. communications
• Entertainment
• Consumers are streaming more and once their on to
  it, they use it more and more
• Looking for content that they cant get on radio
  or TV

• Stream used to promote rather than as an access
  tool
• Flash and Flash MX are also challenges for
  streaming
• Streaming may not be for long form programming,
  more for short
• Access to broadcast sites, like most streamed
  content is during the day (traditional broadcast
  is outside of work, online completes the day)

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Virtual classroom
Conference

• All kinds of offerings out there
• Preparation and production where needed
• But try it, then get better at it
• Pick an internal application and start, make it
  short and select a tolerant audience
• Short term training vs. long term content use
  both

• Online extends the learning cycle
• More robust learning experience
• Lifespan of content/reuse of content
• Extends reach
• Time and cost savings
• Shift location

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Challenges
Conference

• Cultural shift
• Etiquette/rules online
• Like when we got used to conference calls
• Corp expectations
• Learners will do it in their time
• Dont get rid of traditional training all at once
• Choose topics well
• Lots of PP,audio, chat and supporting docs
• Apply it where you need to

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Internet World
For more info

• www.internetworld.com
• Information on Spring Fall Internet Worlds
• Other specialty shows

• www.adeo.com
• Downloads for our presentations
• Upcoming sessions

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Thank you

• Adeo Communications
• www.adeo.com
• Cindyrp_at_adeo.com
• Philippe_at_adeo.com