Do info workers prefer iPads or Windows 8 tablets? Let's ask them! And other interesting questions...

Frank Gillett

For our Forrsights Workforce survey, Forrester annually surveys information workers.* I’m leading final preparation of our Forrsights Workforce survey focused on end user hardware and aimed at five major markets – the US, Canada, the UK, France, and Germany. By end user hardware, we primarily mean PC/Macs, tablets, and smartphones, but we may also focus a bit on peripherals. And we hope to mirror some of the questions from the Forrsights IT Hardware survey, which we develop after this one, so that we can compare results from this information worker survey to what IT buyers report in their survey. Analyst Heidi Shey is working on the other half of the survey, which will focus on security issues.

Below are the hypotheses and topics we plan to explore in the survey. Please give them a quick read, then post or email feedback by Friday, April 12 (Tuesday, April 16 at the very latest). If you are a Forrester client and would like to see a survey draft, please email your account rep and me.

These are statements of ideas we are planning to test in the survey questions, which are designed to confirm or disprove the idea. But we probably can’t fit all of these, so please help us prioritize – especially if you are a Forrsights Workforce client!

Info workers:

Multi-device use

  • Have multiple devices used for work, including many that are personally chosen and/or owned; they spend significant money on devices used regularly for work; and they expect to continue doing so.
  • Often blend work and personal tasks on the same device, despite employer policies to the contrary.
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Enough Already With The LapPhablet Straddle -- The Future Is About Specialized Devices

Ted Schadler

Mature markets thrive because of specialization, not in spite of it. Think of shoes. How many pairs do you own? How many do you really need? Or kitchen pots. How many pots do you own? How many do you need? Or cars. How many different types are out there? How many do we really need?

The answer is, as many as they want to make. We want specialty shoes because there's a real difference between road biking shoes and mountain biking shoes. Between brown shoes and cordovan shoes and black shoes. Between dress shoes and party shoes. And those differences matter. Riding 35 miles in your dress shoes makes no sense.

And we want the best pot for the polenta or risotto or Bolognese we're making. We want the car that best suits the way we drive and live and schlep stuff. We want the right tool for the job. The same is true for computers or tablets or smartphones. We want the right tool for the job.

Source: Hallomall.com

When you show me a spork or a rubber soled dress shoe or an El Camino, I think, "that's neither spoon nor fork, neither practical nor dressy, neither car nor truck." So when you show me Windows 8 on the new Dell XPS 12, I think spork, not specialized. It's a straddle. And straddles don't win.

The future of devices (call it post-PC if you like; I just think of it as the right tool for the job) is specialized: the right tool for the job, and a steady evolution to the right tool. The logic is simple:

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Energy Data Fuels Innovation (Pun Intended)

Jennifer Belissent, Ph.D.

Smart meters provide consumers with granular data on how they are consuming energy — when is the meter spinning fastest, which appliances are the energy guzzlers, how much energy are those idling appliances consuming? Programs to increase consumer awareness and shift demand to off-peak times abound.  I delay the start of my dishwasher to after 11pm here in France to take advantage of off-peak tariffs. Most consumers, however, are not highly motivated by just knowing their own consumption. Good news: Opower, a provider of really smart energy solutions, has cracked the code.

The Opower solution draws on a study of how messages influence consumption. Turns out, if you tell people that they will save money by turning off their air conditioning and turning on a fan during peak hours they likely won’t. Those are typically the times when it is really hot.  Messages of “civic responsibility” and “saving the environment” also don’t really register. However, when consumers are told that 75% of their neighbors will turn off their air conditioning and turn on a fan, behavior changes. That message had a 6% drop in consumption. Opower now uses these types of comparisons in all of their offerings. 

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ONE SMALL STEP FOR CREDIT AGRICOLE, ONE GIANT LEAP FOR THE DATA ECONOMY

Jennifer Belissent, Ph.D.

Banks have a reputation for being stodgy and conservative. But Credit Agricole (CA) has broken the stereotype. I had a great discussion a few weeks ago with Bernard Larrivière, Director of Innovation, and Emmanuel Methivier, the CA Store Manager, about the CA Store launched last fall. The store houses new services developed by third-party developers using the bank’s secure customer data — one small step for CA, one giant step for the banking industry and the data economy.

The CA Store was not only inspired by the Apple Store model but also by government open data initiatives. The public sector provided the model of exposing APIs to internal data and working with independent developers to encourage application creation. However, in a move that will likely be carefully watched by their public sector brethren, CA recognized the need for a better business model to incent developers to use the data, and to sustain the development and maintenance of the applications. 

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The CIO Is The Facilitator Of Engaging Employee Experiences

TJ Keitt

Employee engagement is a hot topic in many C-suites today. There's a growing body of research that says engaged employees are productive employees, contributing positively to the bottom line. Forrester's own workforce research shows those who feel supported by managers, respected for their efforts, and encouraged to be creative are more inclined to recommend the company as a workplace or a vendor. So, we see a debate within the upper echelons of organizations on how best to create engaging workforce experiences which give an employee's contributions meaning, provide the flexibility they require to be successful, and continuously develop the skills they need to serve customers. It's critical that the CIO is at the table during these conversations. Why? Regardless of the talent retention and management strategy, technology will be necessary to help unlock the potential within the workforce.

The CIO at a large software vendor with a reputation for great employee engagement said it best: "Technology is expected, but [business leaders] do not think about how it enables people." Technology is an ambient part of the workspace. Businesses outfit their workforces with a range of gadgets and give them access to numerous systems which facilitate interactions, manage orders, track projects, store data, and more. Of course, deficiencies in these corporate toolkits lead employees to find and embrace things like iPhones, Galaxy Tabs, Dropbox, and Evernote on their own. But has anyone given serious consideration to how these disparate tools come together to help engage employees so they can properly support the customer?

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Seriously, Governments Should Be Playful

Jennifer Belissent, Ph.D.

As we know, citizen engagement is a top priority of governments around the world. Many are launching digital outreach projects such as Adopt-A-Hydrant (pictured to the right). This is good news for both their citizen and business constituents (as well as for the application and platform vendors). Engagement is good. But what is really the best way to do it? What form should these projects take? How should the applications be designed? One way that has proven successful is the game.

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Video Platforms Are Critical Parts Of Your Customer And Employee Engagement Toolkits

Philipp Karcher

Marketers increasingly recognize the value of using online video to engage and inform consumers, create brand awareness, and even drive direct action. Similarly, corporate communications and business leaders are making greater use of live streaming and on-demand video to communicate more effectively with a distributed workforce. Video publishing capabilities are integral not only to traditional media providers today, but to the websites and intranets of many brands, companies, and organizations without a history of content creation. 

Today we released two Forrester Waves™ to help our clients select the right vendor for their video publishing needs. The Forrester Wave on online video platforms (OVPs) updates our previous evaluation of the market and includes five vendors: Adobe, Brightcove, Kaltura, Limelight, and Ooyala. The Forrester Wave on enterprise video platforms (EVPs) is our first evaluation of this important category and includes seven vendors: Cisco, Ignite Technologies, Kaltura, Kontiki, Polycom, Qumu, Sonic Foundry, and VBrick. We included these vendors because of their size in the market, experience serving enterprise customers, and frequent mention by Forrester clients in competitive scenarios. 
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What Is Your Mobile Engagement Communications Strategy? A List Of Symptoms & Request For Help.

Ted Schadler

In our research and in our work with clients on their mobile intiatives, one problem comes up again and again: the very people the app is designed for don't know what it does or why they should use it. Here are some symptoms of a communications gap -- and they show up just as frequently in employee projects as they do in customer initiatives:

  • Your target audience doesn't know why they should use the app you've given them.
  • Your call center or help desk is inundated with basic questions.
  • Your key stakeholders are forever pinging you to find out what's going on.
  • People in the company don't know what you've been up to.
  • You don't know what your target audience really needs from the app.
  • When people get a new or updated app, they don't use the new features.

If any of these ring true for you, then it's time to implement or re-evaluate your communications strategy. We'd like to help, which is why we are initiating a research project into communications strategy for your mobile initiatives. My colleague Simon Yates and I are diving into this important topic to publish new research findings to help you build the most effective communications strategy.

You can help us by completing a short survey on your own communications strategy. You'll get a summary of the results and can ask for a conversation if you want to dig deeper with us.

Thanks for filling out this 3-minute survey on your communications strategy!

Joyn: Next-Generation Business Communications

Dan Bieler

Deutsche Telekom launched the joyn messaging service in Germany today. It is hardly the first carrier to do so; Telefonica, Vodafone, MetroPCS, and SK Telecom have already launched such services. But Deutsche Telekom’s launch gives me the chance to point to an opportunity for joyn that has not been talked about a lot so far.

Rich communication services (RCS), which is marketed as joyn, is a joint-service initiative between carriers and handset manufacturers that empowers people to combine ways to be in touch with contacts in their address book: talking, chatting, and sharing videos, photos, and files. For the most part, joyn is aimed at consumers. Joyn is usually seen as a carrier response to counter the threat to traditional revenues from OTT providers like WhatsApp. I believe, however, that the real potential for joyn is in the business arena. Joyn is hardly going to generate any direct revenues for carriers. It’s the potential of joyn as a platform for interactive social engagement that is more interesting:

  • Businesses confront a major shift in communication behavior. Businesses are dealing with the impact of changing systems of engagement and the implication of mobility and big data in the business environment. Social media services, including chat, video sharing, and file exchange, are experiencing rapid uptake. But these emerging systems of engagement depend on an underlying communications infrastructure. The successful CIO will embrace the trend of interactive social engagement and turn it into a competitive advantage for his business.
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Shooting Oneself In The Foot: Why The Sequester Will Knock A Percentage Point Or More From 2013 US Tech Market Growth

Andrew Bartels

Well, it looks like the folks in Washington have done it. The device, called "sequestration," that imposes mandatory across-the-board cuts in Federal defense and non-defense spending is actually going into effect. That mechanism was created back in 2011 at the time of the US debt ceiling crisis as an outcome so terrible that it would force Republicans and Democrats to find a compromise that starts reducing the US Federal deficit. Instead, it has itself become the compromise between a Republican plan that would impose all of the planned $85 billion in budget cuts in the current fiscal year on non-defense spending, and an Obama proposal for $85 billion in tax increases, future cuts in entitlement spending, and selected defense and non-defense cuts. Republicans would rather see actual cuts in current US spending, even if that cuts spending on defense, their favorite category of Federal spending, rather than support any increase in taxes. And Democrats would rather see cuts in non-defense discretionary spending rather than in Social Security or Medicare, even if that means many of their favorite Federal programs will face cuts.  

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