User Experience and Collaboration Technology

User Experience and Collaboration

“Simplicity is the ultimate form of sophistication.” – Leonardo da Vinci

With so much discussion around the newest technologies available in video conferencing and collaboration it can be easy to forget about the most important aspect of the technology, users! For collaboration technology to be useful and successful within an organization, the user experience must be addressed first. You can have the latest and greatest conferencing solution become immediately useless if users are unable and unwilling to take advantage of it.

Here are some key considerations when evaluating the user side of collaboration technology:

Meeting Set-up
How easy is it for users to schedule a collaboration session? Is it possible to initiate a call immediately without scheduling it first? What kind of security access must be granted so a user can moderate a meeting vs. simply attend? A poor experience at the very beginning of the process can shut down any chance the technology being used at all, let alone used successfully. It is also important to understand what add-ons might be available to aid in this set-up. This can include scheduling plugins designed for Outlook or Gmail, as well as any web based scheduling tools.

Meeting Join
When a user is invited to a collaboration session, whether video, web conferencing, or other it is important that they can easily join and participate. If they are joining from a dedicated video conferencing system, how easy is it to dial into meeting and what information is needed? If there are multiple meeting ids and codes, the likelihood of failure is far greater. If the user is joining from a PC or Mac, what is required to join? If a plugin must be downloaded that can potentially add frustration to the process. New technologies like WebRTC are making it possible to join interactive collaborative sessions without the need to download anything. This instant on approach creates a seamless join experience and will certainly encourage more users to participate.

“In Meeting” Experience
Once your users have made it past the hurdle of scheduling or initiating a meeting as well as joining, the final component of the process is ensuring a seamless “in meeting” experience.  This covers everything from how to share content to the ability to chat with fellow participants as well as what options there are for customizing the experience. Web conferencing solutions tend to have a lot of options in this regard, making it easy to move content and video around as well as easily initiating private and group chats. For video conferencing calls, the options may be more limiting. In the case of cloud based services like IVCi’s Cloud Video Experience, there are numerous options for controlling the audio and video feeds of participants as well as the video layout.

Other Considerations
Beyond the three main areas above it is also important to consider what happens after the meeting. Is it possible to retrieve a recording of the session? How easy is the recording to download? What sort of reporting is available to the higher levels to see utilization of the technology?  And don’t forget about the network itself. A poor experience with choppy audio and video will make all of the above simply moot.

When evaluating any collaborative technology, begin and end with the user in mind. If the user experience is great, the technology will be used and not only will a strong ROI be realized but users will enjoy greater productivity and success!

Audio Visual Buyer’s Guide

Walk into any conference room and you are sure to find multi-media technology set up to facilitate collaboration. Whether a meeting is held face-to-face or a via web/video conference, the need to easily access and display electronic information is critical to a meeting’s success. Building a new audio visual integrated room (whether it be a conference room, training facility, monitoring center or something else) can be an in-depth process that requires a lot of areas to be reviewed. Our new Audio Visual Buyer’s Guide is designed to help you understand all of the technical, environmental and user components that should be taken into account when beginning the process. The guide covers many areas including:

  • Meeting space considerations
  • What display technology is best?
  • What audio options should I consider?
  • What options are available for video conferencing in the room?
  • and much more

Click HERE to download the guide today and begin your journey to a successful AV room!

Microsoft Lync in the Conference Room

Microsoft Lync continues to grow in popularity as a unified communications solution for organizations large and small across the world. From its instant messaging and presence to full enterprise voice functionality and video conferencing, countless organizations are seeing the value Lync can provide and are connecting their employees like never before.

One particular area of interest in the market is the ability to move Microsoft Lync meetings from purely desktop interactions to room based meetings. The idea of in room collaboration is certainly not dead and teams want to enter a room and have the ability to leverage the very same Lync tools they use on their personal screens. Of particular interest here is video conferencing and content sharing/collaboration.

When creating a Lync Room, here are some important items to consider when making the transition.

THE ROOM

When deciding where to place your Lync Conference Room it is important to pick an environment with good lighting and acoustics. If the room is going to be utilized for Lync video calls, bad lighting would result in terrible quality for the far end.  And with audio, if the room is located next to a noisy area of your office or facility those noises could potentially be heard in meetings. Acoustical panels and better lighting can be added to a room to improve both of these areas; if they are a concern, definitely consult with an AV expert for help.

THE NETWORK

If your users are already making use of Lync on their desktop then your network has probably already been prepared for a lot more traffic (including video). But adding room systems will put additional strain on your network. One area of particular focus should be your QoS (Quality of Service) strategy. QoS allows you to prioritize different kinds of network traffic to ensure the highest level of quality. For example, video calls can be prioritized over download traffic (if your users are browsing over the same network). QoS can help to ensure that meetings being held in the Lync rooms have the highest quality possible. It many cases, these meetings will be of higher importance and potentially involve executives, making that traffic prioritization critical.

LYNC ROOM SYSTEM MANUFACTURER

It is certainly possible to setup a Lync Room using a standard PC and some off the shelf components (camera, mic, etc) but the experience will not match what users are accustomed to on their desktop. Several manufacturers have partnered with Microsoft to create specifically configured hardware and software that falls under the category Lync Room System. LRSs are available from SMART, Polycom, and Crestron. While the core functionality of these three systems is the same, there are some decisions to be made about number and size of displays as well as whether or not the Lync Room will need to be used for other purposes. Some of these systems are locked only to Lync meetings and others allow integration into other technologies.

It is inevitable that Lync users will want to collaborate in a conference room for some meetings and deliverables. If the above considerations are taken into account then your Lync conference room has the potential to create some exciting collaboration sessions between your users which will only help move business forward!

 

Manage Video Conferencing Yourself or Outsource to a Cloud Provider?

When it comes to running the day to day operations of your video conferencing environment, you have a choice; manage it yourself or outsource management to a service provider. How do you make this decision? What are some of the key points to help understand your organization’s needs?

Option 1 – Do It Yourself
The natural choice for many organizations is to implement video conferencing and then turn it over to IT for day to day support of both the technology as well as end users. This can be incredibly successful or it could be a massive disaster! These are the key questions that should be asked:

  • Do we have IT team members who are familiar with video conferencing technology, its impact on the network and how to do basic troubleshooting?
  • Are we prepared to purchase all of the needed infrastructure for bridging, mobile devices, firewall traversal, scheduling, management and more?
  • Do we have the resources to define and implement best practices and processes for scheduling of shared conference rooms, launching of video calls and who to escalate support issues to?
  • What is the potential impact on IT’s workload with the addition of video?
  • Do we have the personal to help manage special events such as CEO meetings, earnings calls, and departmental meetings?
  • When we do need assistance, what is the escalation path to have our problems addressed?
  • What will happen if video calls do not work well for our end users?
  • What steps will we take to train IT as well as end users?

Certainly there are many questions to be asked when deciding how to manage your video environment yourself. Many organizations do this and do it successfully. It’s just a matter of being prepared and making sure you have the right people, processes and technology in place.

Option 2 – Outsource It
There are a lot of consideration when implementing video. The questions above can be quite daunting and ultimately lead an organization down a path to outsource the management of their video environment. When choosing a service provider to partner with, there are several key areas to focus on during the evaluation period:

  • Expertise
    As evident from above there is a lot of knowledge and technical expertise required to run a successful video operation. Any service provider you evaluate should have expertise across all areas of video including meeting management, network operations, technology best practices, user behaviour and more. The service provider should also be equipped with a full service desk to help with equipment failure and replacement.
  • Adaptability
    No two video environments are the same as unique companies have unique needs. A service provider should understand that and be incredibly flexible with the way they deliver service. This includes flexible contracts and the ability to adjust the operation quickly and easily.
  • Experience
    Companies are constantly popping up as “Managed Service Providers” or “Cloud Service Providers” but it is important to ensure your service provider has a long history of success and experience working with companies in many industries and of many sizes. Managed Services are a hot topic these days and everyone is trying to get in on the wave.
  • Security
    Video conferencing security is of the utmost importance. A provider needs to be keenly aware of all security vulnerabilities possible in a video conferencing deployment and provide recommendations and best practices to ensure access is locked to the appropriate parties. During your service provider evaluation makes sure to ask about security of the provider’s management systems as well as how they will ensure your environment remains secure.
  • Attitude
    A managed service provider is providing a mission critical service that requires them to interact with users at all level s within your organization. The attitude of the organization and its people will be critical to your success. It is important to understand the customer service policies of your provider as well as their stance on going the extra mile and thinking outside of the service box. The worst thing that could happen is that your executives deal with a not so friendly video producer managing one of their calls.
  • Technology Resources
    Many service providers can leverage their own infrastructure to help run your operation and allow you to save money on the purchase of your own. This could include bridging, management applications and registration. During the evaluation, understand what technology will be available as part of your service contract and how to leverage for maximum cost savings and flexibility.

The decision to manage video yourself or to outsource to a service provider is a big one. With video becoming more and more critical to business operations, video calls cannot fail and the technology must work every time. If you decide to manage it yourself make sure you have the staff and the resources to devote to it. Training on the technology and user best practices will be critical. And if you decide to move to a managed service provider, make sure you ask the questions discussed above and anything else that is relevant to your organization.

With the right management in place (either internal or outsourced), video can be a huge success for everyone and help move your business forward!

4K Video – Hype or the Real Deal?

Every few years it seems a new technology comes along that claims it will revolutionize audio visual technology. The most recent on the video side is the proliferation of 4K video. But is this new technology simply a fad or something that has the potential to make a real impact?

What is 4K?

4K is the next step in video resolution and represents four times the amount of pixels currently offered in 1080p displays. 1080p technology is widely used in both consumer and professional markets. In fact, one can walk into a store and for a few hundred dollars purchase a quality display and Blu-Ray player capable of displaying beautifully rich HD images. 1080p offers a resolution of 1920×1080 (2,073,600 pixels). Ultra High Definition offers a resolution of 3840×2160 (8,294,400).

It is important to note that there are a few different flavors of 4k. “True” 4k is actually 4096×2160 pixels and is something you would see in a movie theatre. The difference lies in the variations between the aspect ratio (height to width ratio) of a movie screen vs. a TV). In many cases television manufacturers will use the term Ultra HD instead of 4k. With all of these extra pixels, picture clarity is substantially increased and the nuances and detail of images are exponentially improved.

All of those extra pixels sound great, but why should I care?

If you are a photographer, images will truly pop off the screen. In most cases, digital photos are massive pixel wise (a 20mp camera creates an image that is 5472×3648 pixels!), and with an Ultra HD display more of those pixels can be seen on screen, creating an incredibly life like presentation of the photo.

For video content, Ultra HD is still in its infancy. There are currently no television channels that broadcast in Ultra HD. However, Netflix has begun to offer its original series, House of Cards, in full Ultra HD. Additionally they have announced that Orange is the New Black will be available in 4k shortly.

How about Video Conferencing and Collaboration?

Ultra HD is opening up some exciting new doors for video conferencing and collaboration technologies as a whole. First, with Ultra HD displays viewers can now view more participants on screen in even higher resolution. Since Ultra HD is basically 4x the resolution of 1080p, it is possible to view 4 different video conferencing participants in their full 1080p resolution at once. Second, and perhaps most important, sharing content in a video session with Ultra HD is potentially game changing. When viewing high resolution CAD drawings or medical images, more of the image data can be displayed, as opposed to scaling down to fit a 1080p setup. The result is a much more detailed image that can be conveyed to remote participants.  For medical applications, an MRI, for example, could be shared and nearly all of the detail presented.

Ok, I’m intrigued now, but how much is this all going to cost?

UltraHD and 4k are relatively new technologies but the cost of displays and distribution products have dropped since their initial release. Consumer 4k TVs continue to decrease and can be had for just a few thousand dollars. As adoption continues the cost of entry will continue to drop.

4k is here and the technology is continuing to evolve. Unlike fads like 3D TV, 4k has some real-world applications that are helping the technology to be adopted. As more content is created and manufacturers embrace 4k cameras and other peripherals, 4k has the potential to truly represent the future of the visual image.

Why Should You Hire An AV Expert?

When designing a new collaborative workspace (whether it be a complicated conference room or a small huddle room), there are a lot of considerations to take into account. These can range from the acoustics of the room, the current lighting as well as considerations around what control system to leverage, what display brand, and how to program all of the devices to work seamlessly together.

Many organizations choose to “go it alone” when it comes to their AV setups. This might involve internal team members designing rooms and doing the install work. It may also include getting programmers up to speed on control system programming. Whatever the area, it can be quite a challenge to build an internal AV operation from the ground up.

There are significant advantages to bringing in AV experts from external sources, the largest being expertise and training. The AV world is full of amazing technology but there is a significant amount of expertise needed to truly understand how to design and implement it. Additionally, there are considerations for the environment itself. Certifications can provide some of the best guidance when evaluating a potential AV vendor for your organization.

Here is a peek into some of the key training and certifications to look for in an AV expert.

InfoComm CTS
InfoComm is a large trade association that represents the interests of AV professional s and customers throughout the world. Their Certified Technology Specialist (CTS) certification is highly respected and a great indicator of people and organizations that meet industry standards for AV. You should expect nothing less than CTS from the sales, consulting and implementation teams involved in your project. Even better are the CTS-D and CTS-I. CTS-D is “an AV systems designer who assesses client’s needs, designs AV systems, prepares AV design documents, and coordinates and collaborates with other professionals to create AV systems that satisfy clients’ requirements.” This is critical for anyone who will be advising on the design of an AV environment. CTS-I is an install specialization that is equally important. To learn more about the CTS certification, visit http://www.infocomm.org/cps/rde/xchg/infocomm/hs.xsl/certification.htm.

LEED Professional Credentials
Leadership in Energy & Environmental Design (LEED) credentials can certify both people and projects as adhering to the highest levels of green building expertise. Green building involves energy conversation, reducing water consumption, making the best materials choices and more. This can help save money as well as lower the environmental impact of a building/project. Additionally, there are tax credits and incentives that can accompany these certifications. To learn more about LEED, visit http://www.usgbc.org/home.

PMP
The Project Management Professional (PMP) certification is a globally recognized as the leading certification for project managers. Project Managers with this certification use a proven methodology for managing projects that helps to ensure are completed on time and within budget. To learn more about PMP, visit http://www.pmi.org/en/Certification/Project-Management-Professional-PMP.aspx.

CONTROL SYSTEMS CERTIFICATION
Control System design and programming is a significant part of many AV projects. It is important to ensure that the team you are working with is certified in the platform they are providing. If that system is from Crestron, look for DMC-D, T and/or E certifications. These represent the highest level of knowledge around Control System Design, Engineering, and Installation. To learn more about DMC, visit http://www.crestron.com/products/digitalmedia_analog_digital_audio_video_av_distribution_4k/certification.asp.

These certifications represent many of the most important that you should seek when evaluating AV professionals. In most cases you will not find every certification but use this list as a guide to ensure that the vendor you use is focused on training and providing the highest quality product possible.

Best Practices for Conducting Training Using Video Conferencing

Here at Collaboration Insight we are constantly extolling the benefits of video conferencing and showcasing some really interesting and exciting use cases; anything from advanced telemedicine sessions to connecting manufacturing sites all over the world. Training, however, is one of those uses of video conferencing that has been around since the first VC units began to be available. When it comes to utilizing video for training there are a number of key areas an instructor should focus on in order to achieve a successful session. In addition, the right technology and features can help take a subpar training experience and raise it to new heights.

Content

With video, the focus is generally on the participants in the meeting themselves, how good their video looks and how well they can interact with others. Now this is certainly important in a training session, as video makes it easy for the trainer to evaluate the learner’s comprehension. Content, however, is perhaps more important in training. If so, it is important to choose a technology solution that puts a strong emphasis on content sharing and interaction. You might find a web conferencing platform with video is a better choice than a standard video conferencing setup. A solution like Cisco’s WebEx or Citrix’s GoToMeeting provide incredibly high fidelity content sharing while still enabling the face to face interaction of video.

Additionally, it is important to ensure that when content is being presented the video stream of the instructor is not interrupted. Often times this is referred to as dual stream content sharing. If this is not available, a learner can only see the content and the instructor cannot see their students when content is shared. This drastically reduces the advantage of seeing those teaching and those learning.

Question & Answer

A key aspect of any training session is the ability for students to ask questions and interact with the instructor. With this in mind, it is important to look at video technology that includes the ability to ask questions via text. The questions can be easily referenced and attributed to the learner who posed it. This transcript can also be incredibly useful for shaping future sessions and making improvements to the content presented.

Recording and Streaming

Training can be time consuming and costly to develop and deliver. There will never be a time that is perfect for every learner to attend so it becomes important to be able to record a training session (both audio and video). In addition to the recording, the ability to easily share that recording and make it fast and easy to replay should be addressed. Many solutions provide the recording capability but do not catalogue and archive. That catalog can become a valuable tool for on-boarding new hires and providing refresher training for current employees as well. Training is certainly more than technology but the time and money spent on delivering the perfect message can easily be wasted if the technology impedes its delivery. These best practices can be a first step to ensure the most effective training possible.

Infocomm 2014

Another year, and another Infocomm has come to a close. For those not familiar, Infocomm is the largest conference for audio visual technologies. The show includes a substantial trade show floor as well as educational sessions that accompany the many audio visual certifications that Infocomm offers through Infocomm University.

This year’s show was the largest ever with over 37,000 attendees.

For many, Infocomm has always been thought of as an AV only show. Things like displays, digital signage, microphones, etc. This year it was clear, more so than ever before, that AV, IT and Collaboration have all come together. It’s all about communications and connecting people. Further, developing a communications strategy is no longer siloed. Organizations are looking to build a strategy that spans from AV rooms to mobile devices and desktops. Gone are the days of seeking out an AV expert, then a video expert, etc.

There were some notable trends and solutions prevalent throughout the show including:

4K Video
Interest in this technology continues to grow and not just for the “gee whiz” factor of a cool new technology. Rather, 4k allows for high fidelity content (medical imaging, product schematics, etc). With the added resolution this content can be recreated in the most realistic manner possible and shared remotely.

Collaboration
Countless booths featured technology to connect teams and people and allow them to work together on shared content, etc. A particularly interesting announcement was the SMART kapp. Essentially this device looks like an average white board that you use standard dry erase markets with. In reality, the contents of the board can be shared in real time and snap shots saved for later review. Gone are the days of using a camera to capture a collaborative session from a white board. On top of some really cool technology, the board can be purchased or under $1000. To learn more, check out:  http://www.smartkapp.com

Turn-key Solutions
Many manufacturers were showcasing solutions that provide complete functionality out of the box. Crestron’s Smart Space is essentially a collaboration room in a box. The message shared was that many customers are looking for easy to install and maintain solutions that remove the complexity out of implementation and support.

Interoperability
As IT and AV converge, more and more solutions are offering the ability to easily connect different types of disparate technology together in a simple and easy to use workflow. For many organizations, Microsoft Lync has become the standard desktop communications solution and connecting those desktops to rooms, mobile devices and consumer solutions are high priority. Acano was front and center at Infocomm this year and demoed their enhanced Lync integration along with their recently announced Skype connectivity. Lync is hot and Acano is at the forefront of this trend.

Access for All
The era of “exclusive” collaboration is over. Technology is no longer reserved for executives only and has become a big part of the culture in many companies. Whatever device an employee is using, they should be able to participate in collaborative sessions. Pexip, another start-up player in the collaboration space revealed a set of their own software clients as well as 100% support across all browsers (including those not yet taking advantage of WebRTC). This ability breaks down the barriers of access that have once existed.

Digital Signage
This year’s show featured the first Digital Signage Summit at Infocomm. Interest in this technology continues to grow and is something that is implemented in business of all shapes and sizes. Communicating content visually (whether in a restaurant, office, etc) can help drive new business and keep teams informed. The session in the summit focused on new technologies, the outlook for the industry, as well as a focus on ROI.

With a show of the magnitude of Infocomm it is impossible to see everything. Despite that, it is safe to say that the convergence of IT and AV will continue to drive some exciting developments this year. IVCi is excited to be a part of a vibrant and growing industry!

Webinar Recording: Lighting up Lync Video – Network Preparation

On June 3rd, 2014 IVCi and Polycom hosted a webinar with Microsoft MVP Jeff Schertz that focused on the impact of Microsoft Lync’s video conferencing function on networks. The webinar featured great content around the technical aspects of utilizing Lync video including:

  • Best practices for bandwidth utilization and planning
  • What customers really see on their network after video has been deployed
  • How Microsoft’s own internal video usage data can reveal the impact a large scale video deployment has on an organization

SLIDES PRESENTED: 


WEBINAR RECORDING:

Webinar: Developing the Best Workforce with Visual Collaboration

Register Now

Did you know that video conferencing provides a 32% greater reduction in cost per hire?*

Join us for an end-to-end discussion and learn how HR professionals can unleash the power of human collaboration in their organization.

With the expansion of flexible working, remote teams, multiple cultures and tighter deadlines, HR is challenged more than ever to provide solutions that establish the best culture, teams and productivity in the industry.

In this session you will learn how video conferencing and visual collaboration can aid in:

  • Attracting talent and team building
  • Conducting remote multi-party interviewing, including global participants
  • Group on-boarding
  • Group training, employee development, and much more!

Develop the Best Workforce with Visual Collaboration
[Click Here to Register]
Date: Thursday, June 26, 2014
Time: 2:00 PM Eastern / 11:00 AM Pacific (US)

Register Now

*Source: Aberdeen Group Research Report 2014, ‘Bridging Distance in the Talent Life cycle’