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The Collaboration Paradox

How new collaboration tools enable global executives to get more out of teams and make decisions faster . The Collaboration Paradox. The Collaboration Paradox – BT One. Summary Methodology The long wait: Slow decision making causes collaboration problems

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The Collaboration Paradox

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  1. How new collaboration tools enable global executives to get more out of teams and make decisions faster The Collaboration Paradox

  2. The Collaboration Paradox – BT One Summary Methodology The long wait: Slow decision making causes collaboration problems PING!!!: Bite-sized comms squeezing out F2F in the workplace Tech-progressives: On a wave of unified communications enthusiasm… Generational change: Baby Boomers/Gen X playing ‘Me too’ with Gen Y Collaboration inside out: The transparent organisation The IT Department's dilemma: Holding back the ‘wild west’ Top down: Directors changing the organisation with unified communications? The ‘Invisible cost’: Time is money The Collaboration Index 2012 The consumer legacy: Make it intuitive, simple and everywhere Sector differences

  3. Summary

  4. The Collaboration Paradox:How new collaboration tools enable global executives to get more out of teams and make decisions faster See notes page for explanation

  5. Brazil USA Germany Italy Spain UK Australia China India Singapore Executives from Brazil, China and India are the most enthusiastic adopters of collaboration tools BT One. Communications that unify 5

  6. Travel, working styles of global executive Brazil USA Germany Italy Spain UK Australia China India Singapore BT One. Communications that unify 6

  7. Executives see future growth in collaboration tools Brazil USA Germany Italy Spain UK Australia China India Singapore BT One. Communications that unify 7

  8. The Collaboration Index 2012 – Unified communications is taking offSegmenting global executives personal use of collaboration tools for work Leader 24%Use Level 1, 2 & 3 UC Follower 38% Use Level 1 & Level 2 UC Inactive - 18% UC available but not used The benefits of collaboration tools Adopter 12% Use Level 1 UC Uninvolved 8% UC not available See notes page for explanation BT One. Communications that unify 8

  9. New economic order: Brazil, China and India leading in attitudes to unified communications Real time collaboration with colleagues using IM/chat is/would be very beneficial to me… Brazilian, Chinese and Indian executives are more positive adopters of unified communications As their economic power grows, executives from emerging super-powers are more positive about collaboration ‘Collaborating and consulting with people outside our organisations… will enable us to develop better products and services’- Over 73% of Chinese, Indian and Brazilian executives agree compared to average of 51% They use UC to work longer hours: - 37% of Chinese and 51% of Indian executives are still online for work after 8pm, compared to the UK (26%) and US (22%) ‘Having the best communications technology is important to where I work’:- 73% Indian, 50% Chinese, 47% Brazilian executives compared to US 30%, UK 25% and Australian 20% executives Brazil USA 2/3rds of Chinese and Indian executives want telepresence compared to half of all global executives Germany Italy Spain UK Australia China India Singapore

  10. The long wait: Slow decision making & communication creates the Collaboration Paradox 69% say it requires a high effort to work collaboratively with individuals & teams in other parts of their business Slow decision making by managers & colleagues 56% Lack of consultation 41% Information not at hand 36% Poor team working 33% Which of the following problems do you face in doing your work nowadays? 47% always or often have to wait too long for colleagues to respond to e-mail (94% in Brazil, 33% in Germany and 31% in China) 43% have to wait for meetings to be completed (58% in Singapore and 33% in Germany) Executives suffer from & cause slow decision making:- 43% ignore e-mail and voice mail- 32% have at least 4 e-mails which they still need to respond to at the end of the day- 43% check and write e-mails in meetings (24% to organise their social life)- 41% say they are ‘too busy’ as a way of dealing with information overload 34% complain they have too little thinking space Global executives spend most of their day working in teams or collaboratively (81%), but poor communication creates the Collaboration Paradox

  11. PING!!!: Bite-sized comms squeezing out F2F in the workplace Video calls Fragmenting communication is changing collaboration How will comms change in 3 years for your organisation? 1 to 1 1 to Many One to one The trend is towards more frequent but smaller chunks of communication Executives see a future explosion of unified communications Global business executives forecast e-mail, IM, video and social media communications will grow significantly in the next 3 years All, including the under 35s, expect phone calls to rise, but F2F meetings will fall Almost as many executives (58%) have two or more conference calls each week as formal meetings (65%) +74% +55% +43% +55% +55% +47% +50% +50% +48% +49% +49% +45% +36% +40% +36%

  12. Tech-progressives: On a wave of unified communications enthusiasm… 67% say better communication technology helps me manage my time better (60% feel more in control of their work) UC has been marketed for 10 years. At the beginning executives questioned the benefits In 2012, global business executives are riding a wave of UC enthusiasm % agreeing would really add value/be useful in work

  13. Generational change: Baby Boomers/Gen X playing ‘Me too’ with Gen Y Although Gen Y are leading adoption, many older workers are trying to keep up with unified communications use 43% of under 25’s say, “I need to keep in touch with my work in the evenings and at weekends”, compared to 30% of over 35-44s 32% of 25-34 year olds use presence compared to 27% of 45-54 year olds But only 29% of under 25s log on to work before 8am, compared to 45% of over 35s 68% of 25-34 year olds want Integrated IM and E-mail, compared to 60% of 45-54 year olds 62% of 25-34 year olds want Video Calls from their desktop, compared to 58% of 45-54 year olds

  14. Collaboration inside out: The transparent organisation Looking outside for ideas and innovations is becoming popular, at the same time as regulators require greater openness from organisations Changing Collaboration Needs Only 17% agree strongly the best work is produced when people work by themselves, rather than collaboratively Over 75% of Chinese and Indian executives want to collaborate outside their organisation Some organisations are collaborating and consulting with people outside their organisation (sometimes their customers) to support innovation, product development and customer service [using collaboration software]. To what extent do you agree…

  15. The IT Dept’s dilemma: Holding back the ‘wild west’ Agreeing my IT Department don’t seem up to date with latest technology Global executives try to bypass their IT Departments Executives want to bring their own devices to work - smartphones and tablets (both 35%) Desirability, speed and ease of effort are all factors in this trend CIOs and IT Departments need to protect the data and commercial interests of organisations 38% say their IT Department won’t let them use their own devices And the average executive wastes 6 mins everyday finding passwords and log-ins for work 59% say their IT Dept puts too much emphasis on security over ease of use

  16. Top down: Directors changing the organisation with UC? General Managers/Directors are the fastest adopters of unified communications 74% of GMs and directors have to put forth a high effort to collaborate with individuals and teams in other parts of the business (72% with their customers) 38% of general managers and directors spend at least 1 night away from home per month (33% travel overseas) 50% of executives say they will use IM a lot more in the future, compared to 67% of General Managers and Directors – similar for other tech 58% of GMs/Directors agree ‘our IT dept doesn't seem up to date with the latest technology’ 54% Directors/GMs would like to use their own smartphone for work purposes, compared to 35% of others

  17. The ‘Invisible cost’: Time is money Includes time lost for: Unnecessary e-mail, Unwanted or long phone calls, Long meetings, Checking Voice mail, Colleagues wanting to talk about non-work, Finding password & logging in, Finding contact details, Coordinating my communications, Travel for work, Being unable to access required data and people • A typical business executive in a large global enterprise claims to be losing 134 minutes per day due to poor communication, collaboration and information flows • This is 25% of a 9 hour working day • Annually, this represents a loss of $25,000 per employee, working on a middle to senior management ‘all in’ yearly cost of US$100,000 Because of communication difficulties executives say they regularly: - Increase costs for the organisation (35%) - Damage customer satisfaction (38%) - Lose revenue and sales (19%)

  18. The ‘Invisible cost’: example impact on global FMCG provider Opportunity cost of poor communication Our source of data 1,042 global business executives working across 10 countries were asked how much time they estimate they waste each working day because of the following: Unnecessary e-mail, Unwanted or long phone calls, Long meetings, Checking Voice mail, Colleagues wanting to talk about non-work, Finding password & logging in, Finding contact details, Coordinating my communications, Travel for work, Being unable to access required data and people • A global FMCG organisation may employ 25,000 executives, at an annual ‘all in’ cost of US $100,000 each • These people claim to be wasting 25% of their 9 hour day on poor communication and collaboration • Therefore, the annual opportunity cost incurred by the FMCG company may be in the region of US$625,000,000 across all 25,000 executives • This represents over 5% of annual profit

  19. Leaders and Followers (& their employers) benefiting from UC 5 What are the main benefits that your organisation experiences as a result of better collaboration and communications when doing your work?

  20. The consumer legacy… Make it intuitive, simple and everywhere If UC is to continue to be adopted, it needs to match consumer technology for simplicity 10% 8% What are the barriers to adopting new communication technology? Availability Effort 6% 6% 6% 10% 8% 26% Require too much effort Often unavailable at right time Ease Reliability Suitability Training Doesn’t work reliably Doesn’t suit my type of work Isn’t easy to use Lack of training 18% 10% Ubiquity Relationship Too few colleagues use it Only effective with those I know

  21. Methodology

  22. Objectives and methodology Research process Use of the research What is it?This BT One research is unique insight into global business executives changing use of unified communications technology, including Instant messaging, presence, video calls and conferencing, cloud based storage and mobile devices. We wanted to discover what benefits executives were gaining from unified communications, taking a user centred view, rather than that of the IT department alone. How did we do it?The research was carried out with 1,042 senior executives across 10 markets: Australia, Brazil, China, Germany, India, Italy, Singapore, Spain, the UK and US. The research was carried out independently by Davies Hickman Partners. Published sources, experts within BT and outside were used to define the 37 questions. We used advanced statistical analysis to help predict the future take up of unified communications. How will we use it?The research will be used by BT Global Services in the following ways:- Gain PR and media coverage in a range of media and press, including blogsphere- Presentations to marketing and sales teams in BT Global Services- Presentations to prospects and clients globally- Individual workshops for high-value accounts - Marketing collateral through a white paper- Supporting marketing and sales materials such as web-sites- Building business cases for investment in unified communications

  23. The long wait – slow decision making and communication causing the collaboration paradox

  24. Slow decision making is a major problem for global executives Which of the following problems do you face in doing your work nowadays? Slow decision making by managers & colleagues 56% Lack of consultation 41% Information not at hand 36% Poor team working 33%

  25. Global business executives agree they suffer from… Slow decision making Lack of consultation Lack of consultation is the biggest problem for UK and Indian executives Italian and Chinese executives report the fastest decision making

  26. Global executives in small & large enterprises face similar problems Which of the following problems do you face in doing your work nowadays?

  27. Working in teams – the life of the global executive Considering your role and work overall, is more of your work time spent...

  28. Working 5 to 9 is a growing trend for global business executives On an average working day, at what time do you switch on and off to work off (ie at what time do you actively engage with your devices and respond to communications)? Switching on before 8am…. Switching on after 9pm…. Homing from work and working from home 48% agree I often work extra hours at home, or at weekends, so I expect to be able to deal with some personal affairs during normal working hours

  29. Working 5 to 9 means having the best comms technology is vital Globally, 16% of global executives are online before 7am; 27% still working after 9pm Brazil USA Germany Italy Spain UK Australia China India Singapore “I’m working across India, Vietnam, etc so yes I need the best links”Buyer, High St Retailer

  30. Global business executives are regularly on the move… I use public transport to get to work 28% I travel overseas for work at least once a month 13% My daily commute takes more than 1 hour each day 32% I spend a night away from home at least once a month 19%

  31. PING!!!: Bite-sized comms squeezing out F2F in the workplace

  32. High levels of extroversion for executives = demand for communication In general, would you describe yourself as more of an introvert... or an extrovert?

  33. How do global executives deal with ‘information overload’? At work, what techniques do you use to avoid unwanted communications?

  34. Multi-tasking may be the only way of dealing with comms…

  35. E-mail remains the most common communication received… In relation to your work, on an average working day, how many of these do you receive?

  36. E-mail is vital, but creates communication blockages Emails not responded to at the end of the day which need responding to… Brazil USA Germany Italy Spain UK Australia China India Singapore

  37. Tech-progressives: On a wave of unified communications enthusiasm…

  38. Real time collaboration with colleagues using IM/chat is very beneficial to me…% agreeing Brazil Gender USA 46% Germany Italy Age Spain UK Organisation size Australia China India Singapore

  39. UC usage rates by market in 2012 (1) Brazil USA Germany Italy Spain UK Australia China India Singapore

  40. UC usage rates by market in 2012 (2) Brazil USA Germany Italy Spain UK Australia China India Singapore

  41. UC usage rates by market in 2012 (3) Brazil USA Germany Italy Spain UK Australia China India Singapore

  42. UC usage rates by market in 2012 (4) Brazil USA Germany Italy Spain UK Australia China India Singapore

  43. UC adoption rates 2012 (5) Brazil USA Germany Italy Spain UK Australia China India Singapore

  44. Global UC adoption by business executives (1) – IM popular Personally use the following technology for work…

  45. Global UC adoption by business executives (2) – 20% using video Personally use the following technology for work…

  46. Global UC adoption by business executives (3) – 20% using cloud Personally use the following technology for work…

  47. Growth in communications expected by global business executives Video calls Thinking about the communications that will be used in your workplace in the next 3 years, which of the following will be used a lot more… Comms Info 1 to 1 1 to Many Media +74% +55% +51% +43% +49% +55% +41% +47% +50% +48% +32% +49% +36% +45% +36% +40% +28%

  48. Video calls Video conf Growth in communications expected by global business executives Thinking about the communications that will be used in your workplace in the next 3 years, which of the following will be used a lot more… Comms Info 1 to 1 1 to Many Media +74% +55% +51% +43% +49% +55% +41% +47% +50% +48% +32% +49% +36% +45% +36% +40% +28%

  49. Global business leaders are most positive about UC technology “They’ve got the technology themselves, but their teams could benefit too…” IT Manager, Pharma

  50. UC is making a difference, conference calls set to overtake F2F meetings Globally… Almost as many executives (58%) have 2 or more conference calls each week as formal meetings (65%) BASE: For those using conference calls

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