The Rise Of The Collaborative Cloud

Holger Kisker

Salesforce.com announces Service Cloud 2

 

On 9/9/09 Salesforce.com announced the launch of Service Cloud 2, a new set of three collaborative offerings: Salesforce Knowledge, Salesforce Answers and Salesforce for Twitter.

 

With Salesforce Knowledge companies can share data in the Service Cloud, Salesforce Answers enables companies to create communities to capture knowledge and Salesforce for Twitter allows companies to screen and participate in the 45mio user Twitter community directly from the service cloud.

 

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Calculating The Fully Loaded Costs Of Corporate Email: It's Bigger Than You Think

Ted Schadler

Ted-Schadler by Ted Schadler

Since colleague Chris Voce and I published a pair of reports on corporate email in the cloud (one on the infrastructure and operations and one on the cost of running email on-premises or in the cloud), we have had dozens of discussions with our clients accompanied by detailed cost analyses of the true cost of running email on-premises versus running it in the cloud.

While the cloud-based cost of email is pretty transparent (many providers, including Microsoft and Google, publish their per-user per-month costs), the cost of running email on-premises is often a big mystery to everyone, including most CIOs. The big challenge is that the costs are spread throughout the budget: some in the hardware budget, some in the software budget, some in the storage budget, some in the cost of capital budget, some in the staffing budgets, and so on.

After dozens of these discussions and after a survey of 53 information & knowledge management professionals to ask about the cost of email, it is abundantly clear that few firms know their true cost of running email on-premises. And this matters if you're considering a move to cloud-based email.

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Google Wave: Surfing The Future Of Collaboration

Ted Schadler

Ted-Schadler by Ted Schadler

Google is a remarkable company. Need proof? Just consider how reliant we are on Google Maps to find our way around the world. That didn't happen by accident. It happened because Google empowered a couple of brothers, Lars and Jens Rasmussen, to open up the developer APIs to the mapping engine.

These same two brothers announced yesterday at Google I/O developer conference a new technology for communication and collaboration. This new collaboration engine unites email, instant messaging, blogs, wikis into a single hosted conversation. Check out the demo here and the announcement here.

These conversations or "Waves" take place inside Safari, Firefox, or Chrome and look like email on steroids. (Lars said that they took the 40-year old model of email and redesigned it for today's Web-based world.) But it's way more than that. With Google Wave, Google has:

  • Opened a new path to reinvent how we collaborate. You have to see it to understand, but why would you need four products when one Wave will do? It's a new conversational metaphor that will also easily support document-based collaboration.

  • Put the code base into open source to attract investment. Google will attract the best and brightest developers and development with this move.

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Making iPhone Work In The Enterprise

Ted Schadler

by Ted Schadler

If you had asked me three years ago whether the mobile industry would become a free-for-all of innovation and opportunity, I would have been forced to sigh and say, "can't see how -- the carriers don't seem interested in unlocking that potential."

I would certainly have been wrong as Apple has so impressively shown with its iPhone strategy (with first AT&T's and now 100s of carrier's support).

After 21 months in market, it's quite clear that Apple is redefining its third industry: first the computer industry, next the music industry, and now the mobile industry. With 25,000 applications (yes, mostly consumer applications today) available on Apple's private store and a reported 800,000,000 downloads, the iPhone has become a new platform for innovation.

At least one major enterprise vendor -- Cisco -- now treats the iPhone ahead of BlackBerry devices as a tier one device, at least as demonstrated by its WebEx and Cisco Call Manager applications.

But enterprises have been slow to adopt the product because of legitimate security and manageability concerns. Perhaps no longer. We found three enterprises willing to talk about their support of iPhone:

  1. Kraft Foods uses iPhone support to signal new suipport for employee culture change. Adding 400 more iPhones a month, on track for 4,000 iPhones by year end.

  2. Oracle Corporation responds to employee demand for iPhones. 4,000 iPhones globally and counting.

  3. An IT senior director at a California-based pharmaceutical company makes iPhone a priority. January 2009 launch, adding 100+ iPhones a month.

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The Web At 20: What It Means For Collaboration

Ted Schadler

Tedschadler by Ted Schadler

A wander through history today with apologies to those looking for punchy bullets.

The Web turns 20 today. Frickin' amazing if you ask me. My 10-year old wonders out loud what we all did before the Internet (by which he means the browser-based world of Club Penguin, Google, Yahoo!, and YouTube). And for the life of me, I can't remember, either.

How did we collaborate? Well, I remember that I wrote lots of letters to friends to stay in touch and was thrilled when someone wrote back (it was too expensive to make long-distance phone calls). My 7th grade buddies and I also wrote away to Pennzoil and STP to ask for stickers to put on our notebooks. I also spent a lot of time in the library (any library anywhere) and in book stores looking for books, magazines, research papers, whatever.

And for sharing information? Copies, copies, copies. I was an early and big fan of the mimeograph machine, stinky beast though it was. We used to sneak into the Physics office in college to get extra blanks in case we messed up when making copies for a seminar. And you had to get there early on seminar day to command a slot in the mimeograph line. (It was a blessed breakthrough when the Xerox machine was installed -- and only a dime a copy!)

And for creating, editing, co-authoring? It was typewriters, paper, and purple pens, folks. And pen and ink for graphics. Ugly stuff, but amazingly it worked. It took days or weeks do a turnaround, though.

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Telecommuting Will Rise To Include 43% Of US Workers By 2016

Ted Schadler

Tedschadler by Ted Schadler

It was shocking to me anyway that we already have 34 million Americans working at least occasionally from home today. And that's with broadband to only 56% of US homes. But that's what the data say. And with our Consumer Technographics survey of 61,033 US and Canadian consumers, you can be confident that the numbers are accurate.

But it's even more surprising to run the numbers forward to 2016 and see how many Americans will work from home then: 63 million! We just published our US Telecommuting forecast that shows how an additional 29 million telecommuters will enter the remote workforce. What's going on?

  • First, broadband pipes to the home, work laptops, and secure VPNs bring the tools that most information workers need right to the kitchen table or bedroom office. And collaboration tools like instant messaging, Web conferencing, team sites, and desktop video conferencing make it ever-easier to stay in touch and contribute to the project.
  • Second, employees rightfully point out that they will save time in commuting and can get more done for their employers with that time. The benefits of work flexibility and leaving gas in the tank are also real.
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Google Tests An Offline Email Client

Ted Schadler

Tedschadler by Ted Schadler

This has been long rumored by Google Apps watchers, but we get confirmation today: Google is testing an offline email client. This is a Google Gmail Labs feature, which means that it's really test code for the brave. In fact, the Gmail Labs site helpfully warns that "there's an escape hatch" if a feature breaks.

That said, this is a big deal for Google. (Caveat: I haven't tested it yet, so I'll have to report back once I do). Here's what it means:

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Google Apps Shows Some Commercial Clout With A Reseller Program

Ted Schadler

Tedschadler by Ted Schadler

I spoke recently with Stephen Cho, the product manager for the new Google Apps Reseller Program. It's quite clear that Google has learned from its Postini reseller program, from partners like Appirio and Cap Gemini, and from Microsoft's Exchange Online reseller program.

First, the details:

  • Resellers own the customer. That means billing, first line support, the works.This is in distinct contrast to Microsoft's program for Exchange Online, where partners can sell and benefit from the business, but the Exchange customer would write checks to Redmond.
  • Resellers get 20% margin. That's in the US, anyway. That means $10/user/year. Period. Have you ever seen such price transparency (and low points) in any reseller program? I haven't. The entire term sheet would fit on a 1/3rd of a page.
  • Enterprises can't be their own reseller. They have to sell to at least someone other than themselves. Otherwise, this would be a simple way for a enterprise to whack 20% off the already low $50/user/year cost.
  • Google will provide technical admin support if requested. They won't provide end user support. though. That's one of the value-added services that a VAR can provide.
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WebEx Goes Mobile On iPhone; Notes 8.5 Ships On Macs

Ted Schadler

Tedschadler by Ted Schadler

MacWorld held two important announcements for collaboration professionals, especially those interested in multidevice future:

1. Lotus announced that Notes 8.5 is shipping on Macintoshes, specifically on the new Leopard version of OS X. And its open source office productivity suite, Symphony will be available in a few months. Why does this matter? It matters because Lotus has a clear, vigorous multidevice strategy for the tools that make information workers productive. See Ed Brill's post for the IBM point of view.

2. Cisco announced that WebEx Meeting Center is available on iPhones. In fact, you can download it today to your iPhone. While I haven't yet had the chance to put it through its paces, this announcement signals Cisco's commitment to supporting multiple devices. I expect them to continue to roll unified communications apps on mobile phones of every flavor.

Here are some details:

  • The native iPhone application is freely available at the Apple AppStore or at iTunes.
  • It doesn't cost any more to attend a meeting over an iPhone. (But the hoster does have to be running the most current version of the WebEx software.)
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Should Your Email Live In The Cloud?

Ted Schadler

Tedschadler by Ted Schadler

Should your email live in the cloud?

Colleague Chris Voce and I have written a pair of reports to answer that question from the perspectives of an information and knowledge management professional and an infrastructure and operations professional. For many firms, the answer is "yes," certainly for some users or some email support services.

The first report tackles the issues of cost. It turns out that most companies have no idea what their fully loaded email costs are (and most low-ball the estimates). But once you add in staffing costs; server and desktop software licenses; upgrades and support fees; archiving and filtering costs; mobile support; hardware, storage, and power costs; and financing costs, email's a big ticket item, as much as $36 per user per month for a 15,000 person company offering BlackBerry support.

Some findings from this cost analysis:

  • A mobile-less information worker can cost $25 per user per month or a whopping $300 per user per year. In a 10,000-person company doing message archiving, that's an annual budget line item of $3 million.
  • When you compare the fully loaded costs of on-premise email to the cloud-based alternatives, the cloud service wins for many worker segments in companies (or divisions) of 15,000 users or less.
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