The Problem with eMail

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The pproblem with eMail. How can collaboration help?

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The Problem with eMail

  1. 1. Don’t throw the baby out with the bath water! Addressing the challenges of eMail Andy Porter Senior Technology Advocate, IBM
  2. 2. Agenda <ul><li>Who am I? </li></ul><ul><li>Some definitions </li></ul><ul><li>Some History </li></ul><ul><li>Is eMail the victim of its own success? </li></ul><ul><li>Phones 4 U – did they really ban eMail? </li></ul><ul><li>Collaboration vs Communication </li></ul><ul><li>Contextual Collaboration </li></ul><ul><li>Culture </li></ul><ul><li>Questions </li></ul>
  3. 3. Who am I? – 17 Years of Messaging <ul><li>Late 80’s wrote a graphical shell for VMS Mail </li></ul><ul><li>Supported DecNotes – the precursor to Lotus Notes </li></ul><ul><li>Early 90’s managed an MS Mail system for a National Newspaper Group </li></ul><ul><li>Mid 90’s joined Lotus – became cc:Mail skilled </li></ul><ul><li>Late 90’s – became Notes/Domino and Outlook/Exchange skilled </li></ul><ul><li>Now become Collaboration and Portals skilled </li></ul>
  4. 4. Lets define our terms <ul><li>Messaging </li></ul><ul><ul><li>Email </li></ul></ul><ul><ul><li>Calendar & scheduling </li></ul></ul><ul><ul><li>Task Management </li></ul></ul><ul><ul><li>Personal Contacts </li></ul></ul><ul><li>Messaging is the bottom rung of the collaboration stack </li></ul><ul><li>Collaboration </li></ul><ul><ul><li>Shared team spaces </li></ul></ul><ul><ul><li>Shared document repositories </li></ul></ul><ul><ul><li>Workflow </li></ul></ul><ul><ul><li>Collaborative apps </li></ul></ul><ul><ul><li>Expertise location </li></ul></ul><ul><ul><li>Instant messaging and eMeetings </li></ul></ul>
  5. 5. Before we study some of the challenges of Mail – let’s remember that things have improved!
  6. 6. Snail Mail – A bit slow
  7. 7. pMail – Still pretty basic
  8. 8. Remember OfficeVision/VM?
  9. 9. Did you use Pine at University?
  10. 10. Early 90’s Mail and Calendar were separate MS Mail and Schedule+
  11. 11. Late 90’s Mail and Calendar were separate cc:Mail and Lotus Organiser
  12. 12. Email worked fine within organisations <ul><li>Departmental efficiencies </li></ul><ul><li>Improved communication </li></ul><ul><li>Linked distributed locations </li></ul><ul><li>Basic group scheduling </li></ul><ul><li>Less phone calls </li></ul><ul><li>Less “Snail Mail” </li></ul>
  13. 13. But not well between organisations <ul><li>There used to be Gateways between everything and everyone </li></ul><ul><ul><li>MS Mail to cc:Mail gateway </li></ul></ul><ul><ul><li>OfficeVision/VM to Lotus Notes gateway </li></ul></ul><ul><ul><li>MS Exchange to Lotus Domino MTA </li></ul></ul><ul><ul><li>Even like to like gateways </li></ul></ul><ul><li>There was a faltering start with X.400 </li></ul><ul><ul><li>Very secure </li></ul></ul><ul><ul><li>But too complex </li></ul></ul><ul><ul><li>Still required a relationship with recipient organisation </li></ul></ul>
  14. 14. Open standards are the answer <ul><li>Standards give inter organisational email </li></ul><ul><ul><li>SMTP - SIMPLE message transfer protocol </li></ul></ul><ul><ul><li>RFC 821/822 - Message and Envelope format </li></ul></ul><ul><ul><li>MIME - Advanced formatting </li></ul></ul><ul><ul><li>S/MIME - Security </li></ul></ul><ul><li>Full interoperability between organisations </li></ul><ul><ul><li>Message fidelity took a nose dive for a while </li></ul></ul><ul><ul><li>Now it is near 100% with modern systems </li></ul></ul><ul><li>Standards based Calendar & Scheduling interoperability is following </li></ul><ul><ul><li>iCal - invitations </li></ul></ul><ul><ul><li>iCalendar - Group scheduling/free time lookup </li></ul></ul><ul><ul><li>vCard - electronic business card </li></ul></ul><ul><li>Real time collaboration is next </li></ul><ul><ul><li>SIP - Instant Messaging, VoIP etc </li></ul></ul><ul><ul><li>Simple - Presence </li></ul></ul>
  15. 15. Integrated Collaborative Environments (ICE) – MS Outlook
  16. 16. Integrated Collaborative Environments (ICE) – Lotus Notes
  17. 17. But many of these improvements actually caused the challenges we have now!
  18. 18. Open is fine but – SPAM!
  19. 19. Open is fine but – Nigerian 419 scam <ul><li>I HAVE THE COURAGE TO ASK YOU TO LOOK FOR A RELIABLE AND HONEST PERSON WHO WILL BE CAPABLE FOR THIS IMPORTANT BUSINESS BELIEVING THAT YOU WILL NEVER LET ME DOWN EITHER NOW OR IN FUTURE. </li></ul><ul><li>IN ORDER TO TRANSFER OUT (USD$126 MILLION DOLLARS) FROM OUR BANK. </li></ul><ul><li>AT THE CONCLUSION OF THIS BUSINESS, YOU WILL BE GIVEN 20% OF THE TOTAL AMOUNT, 75% WILL BE FOR ME, WHILE 5% WILL BE FOR EXPENSES BOTH PARTIES MIGHT HAVE INCURED DURING THE PROCESS OF TRANSFERING. </li></ul><ul><li>Pub Quiz: Named after the section of the Nigerian penal code which addresses fraud schemes </li></ul>
  20. 20. The best ever 419 scam <ul><li>I am Dr. Bakare Tunde, the cousin of Nigerian Astronaut, Air Force Major Abacha Tunde. He was the first African in space when he made a secret flight to the Salyut 6 space station in 1979. He was on a later Soviet spaceflight, Soyuz T-16Z to the secret Soviet military space station Salyut 8T in 1989. He was stranded there in 1990 when the Soviet Union was dissolved. His other Soviet crew members returned to earth on the Soyuz T-16Z, but his place was taken up by return cargo. There have been occasional Progress supply flights to keep him going since that time. He is in good humour, but wants to come home. </li></ul><ul><li>In the 14-years since he has been on the station, he has accumulated flight pay and interest amounting to almost $15,000,000 American Dollars…….. </li></ul><ul><li>http://www.theregister.co.uk/2004/04/16/cosmic_419er/ </li></ul>
  21. 21. Virus’ and Worms
  22. 22. Is eMail the victim of its’ own success?
  23. 23. How many users are employed to read email? <ul><li>Yet when messaging is not available people say they cannot get on with their job! </li></ul><ul><ul><li>Don’t have calendar to tell them where they should be </li></ul></ul><ul><ul><li>Don’t have tasks to tell them what they should be doing </li></ul></ul><ul><ul><li>Don’t have eMail to receive new instructions </li></ul></ul><ul><ul><li>Don’t have contacts to allow them to get in touch with customers and collegues </li></ul></ul><ul><li>Either we must guarantee 100% availability or we must find ways of working smarter </li></ul>
  24. 24. Have we made it too easy? <ul><li>People send attachments to large groups – because it’s easy </li></ul><ul><ul><li>Everyone copies them locally and modify – never get the changes back </li></ul></ul><ul><li>Delegation tends to be all or nothing – compromising security - because it is easy </li></ul><ul><li>Individual silos - mail files treated as file system – no one else can access it – but it’s easy </li></ul><ul><li>Mail shots sent to “everyone” or large groups despite not necessarily being relevant – because it’s easy </li></ul>
  25. 25. Other inefficiencies <ul><li>Resistance to getting rid of mail – users don’t necessarily know what is important and what not </li></ul><ul><li>Quotas irritate users – but large mail files can reduce client and server performance </li></ul><ul><li>We are sent a lot a email which isn’t directly related to our job – too many mail shots to large groups </li></ul><ul><li>Assumptions: If I send you an email (or cc: you) – I assume you must now know that information – but do you? </li></ul><ul><li>People joining mail threads late don’t get any context from previous messages </li></ul><ul><li>Inappropriate use </li></ul>
  26. 26. Phones 4 U – did they really ban email? <ul><li>In September 2003, Richard Caudwell CEO of Phones 4 U famously banned email </li></ul><ul><li>Caudwell said in a statement: &quot;I saw that email was insidiously invading Phones 4U so I banned it immediately. Management and staff at HQ and in the stores were beginning to show signs of being constrained by email proliferation... Phones 4U staff have been told to get off the keyboards, get face-to-face or on to the phone to colleagues. The quality and efficiency of communication have been increased tremendously in one fell swoop; things are getting done, people aren't tied to their PCs.&quot; </li></ul><ul><li>Yet on their web site “ You can email us on: [email_address] ” </li></ul><ul><li>Proving – Don’t throw the baby out with the bath water! </li></ul>
  27. 27. Collaboration not Communication
  28. 28. Asynchronous Collaboration <ul><li>Team rooms </li></ul><ul><li>Threaded discussions </li></ul><ul><li>Document management </li></ul><ul><li>Knowledge Enablement </li></ul><ul><li>Expertise location </li></ul><ul><li>Real Time Collaboration </li></ul>
  29. 29. Real Time Collaboration <ul><li>Presence awareness </li></ul><ul><li>Secure enterprise chat </li></ul><ul><li>Location awareness </li></ul><ul><li>eMeetings </li></ul><ul><li>Shared whiteboarding </li></ul><ul><li>Shared applications </li></ul><ul><li>Social paradimes </li></ul><ul><ul><li>Expertise location, polling etc </li></ul></ul>
  30. 30. Activity based collaboration <ul><li>Rather than associating collaborations with file shares or team spaces, associate everything with the activity to which it belongs. </li></ul><ul><ul><li>People </li></ul></ul><ul><ul><li>eMail </li></ul></ul><ul><ul><li>Chat transcripts </li></ul></ul><ul><ul><li>Documents </li></ul></ul><ul><ul><li>Meetings </li></ul></ul><ul><ul><li>Web pages </li></ul></ul><ul><ul><li>… </li></ul></ul><ul><ul><li>Anything! </li></ul></ul>
  31. 31. Web 2.0/Social Networking – real or rubbish? <ul><li>Wiki’s </li></ul><ul><li>Blogs </li></ul><ul><li>RSS </li></ul><ul><li>Flickr </li></ul><ul><li>Del.icio.us </li></ul><ul><li>Digg </li></ul><ul><li>You Tube/Google TV </li></ul><ul><li>MySpace </li></ul>
  32. 32. Contextual Collaboration: Portals
  33. 33. Enterprises are Dismantling Industrial Age Workplaces <ul><li>In the past, people had to go to office complexes to be near the filing cabinets and each other. The &quot;office&quot; is now being discarded in favor of an “e-workplace.” </li></ul>
  34. 34. …and Building Electronic Workplaces instead Standard IT Architecture & Platforms Workflow Search Content Mgmt Doc Mgmt Online Learning Activity Management Team Places Instant Messaging Web Conferences E-Mail User Experience “ Smart Enterprise Suite” (Gartner) Role Specific Dashboards Knowledge Worker Desktops or Portal or Rich Client
  35. 35. Today, many people work like this...
  36. 36. People could work like this … personalised and integrated with the business role
  37. 37. It’s not just Desktop PC’s anymore. We need eMail on all devices.
  38. 38. In Business, Laptops now outsell Desktops
  39. 39. “New” types of Device offer new ways of working
  40. 40. Mobile Devices – Phones and PDA’s converge
  41. 41. Wireless Access – Push - Blackberry
  42. 42. Culture <ul><li>Technology can only ENABLE collaboration </li></ul><ul><li>People CREATE collaboration </li></ul><ul><li>Example </li></ul><ul><ul><li>Have Problem </li></ul></ul><ul><ul><li>Find Expert </li></ul></ul><ul><ul><li>Create Shared Team Space </li></ul></ul><ul><ul><li>Invite expert to participate </li></ul></ul><ul><ul><li>Expert says “No”  </li></ul></ul><ul><li>Anecdotes </li></ul><ul><ul><li>Ban attachments – get USB keys </li></ul></ul><ul><ul><li>Executive Thinkpads - Blackberry </li></ul></ul>
  43. 43. Thank You. Questions? Andy Porter [email_address]

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