A Sign of the Times or Just Plain Rude?

In a world powered by emails, IMs, tweets, and Facebook chatter it seems as if our communication etiquette in the workplace is becoming less formal by the day. Twitter accounts only allow you to publish 140 character messages. And emails without a ‘hi’, ‘please’ or ‘thank you’ fly into my inbox all day long. With today’s numerous communication outlets it’s never been easier to write up a quick note, hit send and instantly share your message without really thinking about how it may be interpreted.

I’ll admit that I’m guilty of forgetting my manners in the workplace. I tend to start my instant messages without a greeting and often times will forget to thank someone after I receive what I need from them. It’s always easier for me to confront difficult issues via email rather than giving the phone call it deserves. There’s no doubt that all this technology has made us more efficient, but has it also made us rude?

In writing this blog, I came across Emily Post's standard rules of workplace etiquette. We all already know them, but here’s a friendly reminder to actually follow them! And, even if you aren’t sharing an office space, almost all of these can be applied to remote communications like audio conference, web conference or video conference calls.

• Greet each other with a smile and/or hello.
• Respect each other's privacy; knock before entering.
• Focus on your colleague (not your smart phone) when you are in a meeting.
• Be on time.
• Identify yourself on the phone.
• Pick up after yourself.
• Speak quietly (but don't whisper!) in an open office/cubical environment.
• Keep cell phones off or set to vibrate or silent.
• Take personal calls in a private area.
• Don't use IM or email to avoid a problem.
• Keep shared calendars up to date and free of private appointments.
• Use salutations, please, and thank you in emails.
• Fridge rules: If you put it in, you can take it out.

Do you find yourself or your co-workers following or violating these rules, either virtually or in the office?

Sara Steele is a Marketing Coordinator at InterCall.

Day of the Living Dead

Somehow, Halloween has gotten to be almost as commercialized as Christmas. Go to Target or Walmart and you’ll find aisle upon aisle with costumes, candy, inflatable pumpkins for your front yard, orange lights to hang outside and enough knick-knacks to fill your grandmother’s house a couple times over.

This week I got an email from Bud to Boss with “Are zombies invading your office?” in the Subject line. Given all the talk about trick-or-treating that’s going on at my house, it caught my attention and got me thinking. With companies reeling in their spending and head count, many people find themselves overwhelmed because they are doing the job of two or three people, in over their heads because they’ve been tasked with responsibilities they aren’t qualified for or unhappy with their current position but unwilling to look for a new job because there aren’t many out there to be had. In any of these cases, it isn’t doing the company any favors.

So what if you are a supervisor of someone who falls into these categories? Here's what Bud to Boss recommends for keeping the energy going in your workplace:

• Recruit the living. Hire only those people who respond to your job postings and you might as well set up an office in the graveyard. Instead, actively seek out people who are enthusiastically and happily working in their current jobs, and then lure them away.
• Check for vital signs. During the hiring process, ask questions that will draw out candidates’ attitudes. Do they speak excitedly about overcoming a challenge or dealing with difficult customers? Remember: You can train workers in most skills, but a bad attitude festers.
• Zap their brains. Keep employees’ minds active by giving them assignments that are challenging and that tap their interests. When they complain about a situation, ask “What do you think we should do?” Train them to develop solutions instead of moaning. Don’t promote workers out of the positions that they enjoy and excel at; find ways to use those talents in new ways. Example: Make highly skilled employees mentors for new hires.
• Isolate the infection. Zombies aren’t hard to spot. If you ignore the early signs of decay, one zombie will feed off your entire team. Soon, you’ll be facing an army of the undead. Better to confront just one. Be clear with your team members about what behaviors are unacceptable. And if they cross the line, remove them from your team. (Following your HR policies, of course, not violently.)
• Seal the Pit of Nowhere. That’s where employees’ ideas die, neglected or mired in red tape. And when that happens, it also snuffs out other signs of life. Give your team a way to submit ideas, and follow up promptly on every one, even those you can’t implement.

The key to each of these points is communication. Whether you’re interacting face to face or through online meetings, keep them in mind so your department or office doesn’t turn into a place of doom and gloom.

Have you had success turning attitudes around? What tips can you recommend?

Jill Huselton is a Senior Marketing Manager at InterCall

Ash Clouds, Oil Spills and Storms...Oh My!

Now that the smoke (and volcanic ash) has cleared over Europe, it's back to business. But this won’t be the last travel interruption caused by acts of God, farm animal flus or creeping oil spills. In terms of time and logistics, we might never know the far-reaching economic impact of last month’s volcano. But many of those costly lost hours could have been saved with alternate communication and collaboration solutions, like video conferencing.

In the face of these constant threats, companies and government agencies need the confidence that they can continue to conduct business and day-to-day operations. Video conferencing brings employees face-to-face, speeding up decision-making and response time. Even under the most challenging conditions, video conferencing instantly connects users to managers, colleagues and clients, in real-time, while cutting both travel costs and the need for overtime hours.

Emergency situations or even simple geography can separate agencies from their field staffs and the communities they serve. That’s when video conferencing is at its most useful, pulling everyone back into one meeting environment and providing the comfort of being ‘right there.'

Incorporating a video conferencing solution now can help you realize substantial cost savings. By working with an experienced conferencing provider like InterCall, you can be sure to get the latest innovations and hardware, as well as proven reliability supported by industry-leading customer service. Plus, it will ensure that the next time the geologists and weatherman can’t predict if the worst has passed and everyone else is in panic mode, you’ll be the one with a back-up plan.

How are you re-evaluating your needs when it comes to alternatives to travel and disaster recovery communications? Could you meet instantly and effectively with key decision makers in the event of an emergency?

Look Bigger with the Best Conference Call Service Money Can Buy

Small to medium size business (SMB) owners know it's important to think big and look big in order to grow. As Winston Churchill said, “Attitude is a little thing that makes a big difference.” What does your conference call service or video conference software say about your company's attitude?

If you rely on a free conference call service, you may not be getting the best. You may have dropped calls, background noise, static or even technical difficulties at times when you can't reach support staff. Whether you're holding a free webinar for prospects or a conference call to brainstorm with existing clients, a cheap conference call service makes you look small. Clients may wonder, if you can't organize an effective conference call, do you have the resources to meet their needs and deliver the best service?

It sounds harsh, but it's true. After all, you only get one chance to make a first impression.

The Best Web and Video Conference Software Makes You Look Bigger Than You Are

On the other hand, imagine getting a phone call from a top prospect. You want to share some documents with him, get his feedback and bring your top people onto the call so they can make changes based on his recommendations.

You suggest an impromptu conference call through InterCall's reservationless meeting room and, in seconds, you're all logged in and your client is viewing your online desktop. He's impressed with the best conference call service he's seen. You know how to leverage today's technology to get the job done. Not only does he like the delivery, but he likes your ideas. He makes a few minor edits ... and then asks you about the web and video conference software—it's the best he's seen.

You hesitate to tell him the price; it's so affordable, you don't want him to think you're “small.” You finally relent, spinning it as a cost-conscious solution to your online video conference and conference call needs. Saving money on such important services enhances productivity—and you can pass the savings on to your customers. Your client is sold—on everything.

SMB owners: Looking big when you're just starting out is a challenge all business owners face. What tactics have you employed to think, look and act big? Did they work?

Cambria Vaccaro is the Senior Director, Marketing Communications and our “Industry News” blogger.  Cambria has been in the conferencing industry for nearly fifteen years, and has seen it evolve from a traditional video bridging service to include cool web features and remote communication services.  She is an avid runner, cook, wife and mother of two gorgeous girls.

Save Time and Money by Training Your Employees and Reaching Out to Prospects from a Virtual Classroom

Lots of opportunities exist for small to medium size businesses to use classroom video conferencing technology to train employees, reach out to prospects, and even generate solid sales leads. But which ones to choose? Let's peek inside a virtual classroom and have a look at the different types of learning environments available.

Virtual Classroom

A virtual classroom uses video conferencing technology to place the teacher at the front of a “room,”—that is, in front of his webcam. The seminar is then transmitted to students in various locations. The students may be gathered together in another room, or may all be studying from the comfort of their homes or office desks. Alternately, the teacher may be instructing students at a near site, while other students on the far site learn simultaneously.

Web-based Video Conferencing

Typically more interactive than a virtual classroom, web-based video conferencing takes advantage of services from companies like InterCall to create easy-to-use, relatively inexpensive (compared to thousands of dollars in video conferencing hardware and software) audio and video conferences over the Internet.

Mobile-based Learning

With services from InterCall, students and trainees can take audio and video conferencing with them on the road, for the pinnacle of mobile-based learning. A web conference sent straight to a prospect's smartphone, recorded and archived to be viewed at his convenience, is a great way to reach out to potential clients.

E-Learning

E-learning could accurately be described as comprising any and all the above technology. Typically, however, it involves the distribution of course materials, including eBooks, and then focuses on education in a digital environment, through chat programs, forums, and web-based testing. E-learning can be used to market a company's products or services, or can, in fact, be sold as a service.

Whatever your virtual classroom video conferencing needs, the specialists at InterCall can set you up with the program that is right for you.

  

Nicole Scheel is the Director of Training, and the “Tips & Training Blogger”. Nicole has been in training with InterCall for eleven years and currently manages our internal and customer training departments, also known as InterCall University. Nicole has her Masters in Training & Development from Roosevelt University. When she's not training someone, you can find Nicole volunteering in her community.

Don't Let Mother Nature Slow You Down

Is Mother Nature throwing a wrinkle in your travel plans? Between the snow, rain and now the volcano eruption, millions of people can’t get where they need to go for their business meetings.

As a result of ash clouds hovering over much of Europe, airports are closed and not a rental car, hotel or train ticket is to be had. This is just the latest example of events beyond our control that prevent you from getting to or from your meetings. And for this particular incident, relief won’t come until the weekend at the earliest.

What is a business traveler to do?

The people whose companies have invested in audio conference calls, web conferencing or video conferencing solutions, like those offered by InterCall, to provide virtual meeting capabilities can tell you. Instead of being stranded at an airport, they are sleeping comfortably in their own beds. These conferencing solutions let you get just as much done, if not more, right from your desk or conference room without the expense of time and money.

So next time your plans call for a trip, either across the country or the other side of the world, consider the possibilities: leaving your fate in the hands of Mother Nature or taking control of where you are and what you do. With just a phone, computer and the Internet, you can still share your presentation, conduct your product demo or get everyone together to make a decision and still be home for dinner.

Jill Huselton is a Senior Marketing Manager at InterCall

Need to Meet? Try a Conference Instead.

Our own Kathleen Finato, senior vice president of marketing and business development, is today’s featured guest blogger on BusinessWeek’s Small Business tips blog. In the article, you’ll learn three common myths about replacing face-to-face meetings with conferencing.

“Myth 1: You always need to be in front of your customer in order to take care of business.
In a recent study by Wainhouse and InterCall, 56% of respondents felt that if more in-person meetings were replaced by conference calls, both parties would be able to get more done. Conferencing allows you to stay in your comfort zone and conduct meetings with anyone, anywhere. Being there can simply mean dialing a couple of numbers and making a few clicks.”

Read the entire article.

Have you found success and savings by replacing face-to-face meetings with conferencing? Let us know about it. We'd love to hear from you! 

Cambria Vaccaro is the Senior Director, Marketing Communications and our “Industry News” blogger.  Cambria has been in the conferencing industry for nearly fifteen years, and has seen it evolve from a traditional video bridging service to include cool web features and remote communication services.  She is an avid runner, cook, wife and mother of two gorgeous girls.

Do You Have a Pandemic Plan in Place?

The World Health Organization announced Friday that H1N1 cases are on the rise in China and Japan, while the virus is continuing to initiate an early start to the winter flu season in Europe, Central Asia and North America.

A quick check of Flu.gov, a comprehensive interagency web site, will provide you with a slew of information on ways to identify, prevent and treat the illness. Among the various recommendations, a few items that pertain to the workplace stood out.

Come up with a Plan
The site encourages businesses to plan appropriate prevention and response strategies in order to maintain business operations and minimize adverse effects.

At InterCall, we launched an internal plan last spring in order to protect our workers while still offering the highest degree of customer service and support. Because of the nature of our work, InterCall has the flexibility and capability to manage and support most operations remotely when necessary. We’ve even developed instructional programs in order for additional staff to be trained on essential operational duties in short notice, emergency situations.

Communicate Your Plan
Once you’ve established your pandemic strategy be sure to communicate it to employees and stakeholders. Flu.gov says:

• Establish and clearly communicate policies on sick leave and employee compensation
• Encourage ill persons to stay home during a pandemic and establish return-to-work policies after illness
• Establish policies for sick-leave absences unique to a pandemic (e.g., liberal/unscheduled leave)

Don’t Forget Conferencing!
Finally, in mitigation guidelines issued by the CDC, "teleworking" strategies are cited as an effective method for reducing contact among susceptible or afflicted individuals and groups. Flu.gov encourages businesses to limit face-to-face meetings and modify workplace practices by promoting the use of conferencing as an alternative meeting solution. In addition to reducing contact among those who may be ill, the site says that conferencing “would help employees balance their work and family responsibilities.”

Need to keep your germs to yourself? If you think you’re experiencing symptoms but still feel well enough to work, if you’re in the minimum 24-hour post-flu exclusionary/recovery period or if you need to stay home with sick kids, try a conference instead. With simple tools you already have at home—a phone, computer and Internet connection—you can hold meetings just as if you were in the office. You can get a free one month trial of InterCall Unified Meeting, our integrated audio and web conferencing service, to see how easy and convenient it is. Just visit our web site to get started today.

Cambria Vaccaro is the Senior Director, Marketing Communications and our “Industry News” blogger.  Cambria has been in the conferencing industry for nearly fifteen years, and has seen it evolve from a traditional video bridging service to include cool web features and remote communication services.  She is an avid runner, cook, wife and mother of two gorgeous girls.

What are Video Managed Services?

As a video product manager, it is encouraging to see that video conferencing has finally taken the business world by storm.

All the people involved with video, such as analysts, equipment manufacturers, service providers and experienced customers, have discussed the benefits of businesses—from SOHO to SMB to global enterprise—deploying video conferencing and we’ve done the same in previous blogs.

Using video conferencing can decrease travel and increase quality of life; outsourcing the management of that video conferencing environment can save on additional operations and personnel expenses. This can be done through a company that offers managed services outsourcing.

Video Managed Services - a combination of telecommunication services and/or facilities with complementary management services, thereby eliminating (or decreasing) the need for hiring and/or developing in-house skills to support the systems. 

Not only does the term apply to video conferencing services management, but is a generic definition that covers any type of outsourced management services.  To drill down a little further, the goal of a managed service is to shift the burden of any technology management to a third party resource or provider.

You can break managed services into two types: on-site or remote.  There are benefits to both, and they can be provided separately or as a hybrid:

On-site

• Dedicated staff focuses specifically on your environment and culture and are integrated into the day–to-day fabric of the service offering by being available at the site or location in need of assistance.
• The on-site staff is responsible for preparing the room for a video conference, making certain the equipment is on and available for the call. They also sometimes stick around to assist if any problems arise and will actually sit outside the room just in case they are needed, although the majority of troubleshooting can be handled remotely with the proper toolsets.
• While on-site managed services provide a good security blanket, it can be expensive due to the dedicated nature of the position—people need to be available, regardless of whether or not their help is really needed.

Remote

• Remote support comes through connectivity and in-network tools, remote personnel and outsourced help desk tools and procedures.
• A remote management team can reach into your collaboration environment and use web-based browser tools to see if the equipment is turned on, functioning properly and ready to be connected or provisioned and can diagnose any problems through those same tools before users are impacted.Remote management is typically less expensive and can provide 24/7 support for the environment.  This type of service does require the third party to have access to the infrastructure via network connectivity, so it is very important that the managed service provider has tools developed around this remote monitoring and management service. They also need to have the ability to provide your with reports on uptime of the environment being managed, SLAs for service response times and tools or processes that allow you to request action at any time.

If you have any questions about video managed services or how the can help you specifically, please post in the comments section below!

Video Conferencing – Can You Do It Yourself?

I work with many of our customers to set up their video conferencing. Over the past few months, it has become more and more apparent that video is becoming a mission-critical application. Due to the economic climate, the effort to stay green and the proliferation of high quality endpoints, video is quickly becoming a key component of the conferencing and collaboration conversation.

Though video conferencing can be easy to purchase and install, putting forth the extra effort to outline the process for scheduling equipment and rooms, administering access to a system and providing executive guidance on the benefits are all integral to the success. In order to make video conferencing a highly utilized platform, one that lets you take advantage of the things I just mentioned, a company policy must be clearly communicated.

“Doing it yourself” may be a way to provide the service to your employees, but it’s not necessarily the best way. One of the mistakes organizations often make is giving end users control or allowing them to pick up the remote and dial the other site. But in most cases, users don’t want that (unless you happen to be a video geek, like me); instead they need clear directions to make video conferencing as simple as possible. Leveraging a consistent process for every video conference call can lead to better adoption and more success. Whether it is a point-to-point call or a multi-point call with more than two sites, the process should be the same.

That is where a great service provider becomes your partner in success.  A video conferencing service provider can:

• Launch a point-to-point or multi-point video conference 
• Join a webcam-based endpoint 
• Launch your call on a hosted video bridge or MCU (multipoint control unit)
• Provide training on equipment and messaging
• Maintain video equipment remotely and dispatch on-site support if needed
• Provide reporting on the uptime, utilization and cost savings of the equipment
• Assist in marketing the video environment to encourage more usage

Because a good service provider has logged hundreds of thousands of hours managing this experience for their customers, they are able to leverage tried and true procedures for your meetings. Through the use of many utilities or tools in their arsenal, they can take the human factor out of repeatable procedures to increase success.  The service provider can also assist with any conference that involves audio, web or video—multiple technologies integrated for one seamless meeting. 

So in the end, can you do video conferencing yourself? Yes, you can. But to truly drive adoption within your organization and realize the cost savings and environmental benefits it’s best to let the experts assist you. You should be focused on your meeting, not how or if it will work.  If you have had success with doing video conferencing yourself, please share it with us in the comments below. I’d also be happy to answer any video conferencing questions for you.

Brian Trampler is the Sr. Product Manager of Strategic Video Solutions & the "Video Conferencing" blogger. Throughout his 10 years in the conferencing industry, he has successfully launched numerous web, streaming, and video services.  Prior to making the jump to conferencing, Brian was involved in gymnastics both as a competitor and coach.  If you’re lucky, you might also find Brian performing musical theatre throughout the Denver metro area.