Mobility has become a defining characteristic of knowledge work. A recent Basex survey revealed that more than 40% of knowledge workers work in nontraditional, non-Dilbertian environments on a regular (two or more days per week) basis.

On the road again.

Indeed, knowledge workers have become increasingly mobile and find themselves working from whatever location they happen to be in, be it a home office, the dentist’s waiting room, or an airport lounge.  The range of devices they employ has expanded to include not just desktop PCs and laptops, but netbooks and smartphones as well.

Therefore it is becoming increasingly important to enable access to documents, spreadsheet, and presentations without tying the user to one specific computer or location.

In most organizations, there has always been a kind of second class citizenship for the mobile worker when it comes to tools and support.  Among many managers, the prevailing thinking has always been that people will typically work at the office and, as a result, the best tools are to be found there.  Sometimes tools have been limited on the grounds of corporate network security (a home user could inadvertently put an enterprise network at risk).  But given that a clear plurality of workers work remotely today, this kind of segmentation makes little sense.

It is important to note that, even among mobile workers, there exist different groups, namely those who typically work from the same computer, be it a PC in a home office or a laptop that travels with the worker, and those who work from multiple devices such as public or shared PCs, netbooks, and smartphones.  To boot, one must then differentiate the power users from the occasional users.

At the moment, the former group will most likely have standard Windows productivity software such as Microsoft Office installed on the device.  However, the latter group, whose numbers are growing, will still need to be able to access tools that are more than sufficient to support their work, regardless of device or venue.

Such tools need to provide a variety of functionality, including the ability to create and edit documents (for the purposes of this discussion documents can include word processing documents, spreadsheets, and slide shows), and critically, provide links to corporate data stores to allow the knowledge worker to access files that do not reside on the device being used – and keep files behind the firewall.

Those who are working from home office PCs and laptops will almost certainly have a copy of Microsoft Word to use, but the ability to access files that are stored in a document repository is often limited.  The established strategy to deal with lack of access or poor controls on access has been to maintain local copies of documents.  This is for two reasons: ease of access and to preclude the possibility of someone else opening and/or editing the document at the same time.  Unfortunately, this strategy can lead to more problems than it resolves including a proliferation of document versions and the potential loss of critical work if a machine goes down and is not backed up.

One potential solution may be online desktop productivity tools, a market that has been largely dominated by Google and Zoho.  With the forthcoming release of Microsoft Office 2010, the company is also unveiling a line of online tools that are complementary to their desktop counterparts.  We’ll examine the new offerings next week.

Jonathan B. Spira is CEO and Chief Analyst at Basex.

The latest buzzword in document creation is collaborative work.

Who will drop in next?

While there exist various approaches to support collaborative work and varying definitions of what the term means, they all revolve around tools that allow knowledge workers to work together on documents.

Indeed, collaborating in the creation of a document can take different forms.  With cloud-based solutions such as Google Docs or Zoho Writer, collaboration means sharing, i.e. the document is distributed via a link in an e-mail message as opposed to sending along an attachment.  Since only one reviewer at a time can open the document, the annoying document version conflicts that plague workers in the information age are eliminated.

Working together on documents is nothing new, but the processes that are most prevalent are also very inefficient.  Indeed, a majority of knowledge workers send documents as e-mail attachments to multiple reviewers, which then causes version confusion, difficulties in incorporating edits, and missed edits and comments.  A remarkable 20% of knowledge workers say they print out hard copies to send to coworkers.

A different approach to solving this vexing problem is to allow knowledge workers to work on a document at the same time from different locations, be they in a real-time collaborative work session or simply working on the same document independently of one another.

In the forthcoming Office 2010 suite (currently in beta), Microsoft has added Co-authoring to Word, PowerPoint, Excel, and OneNote.  The new feature requires SharePoint Server 2010 to link the applications and store documents.  Co-authoring allows people to work on a document concurrently, so that one person could be working on introductory text while a subject matter expert fills in details on charts.  Areas that are being accessed for edits are locked to prevent conflicts; the locking is possible on multiple levels including sentences, paragraphs, objects, textboxes, fields, headers and footers.

When entering a document, the user is alerted to other authors who are working on the document via a notification box on the bottom of the screen.  By hovering over the box, the authors who are working on the document at that time are displayed, with contact information so that communication by phone, instant message, or e-mail can be initiated with a click.

If an author is working on a section, it is locked to prevent simultaneous edits by others and changes and additions are only shown to other authors when the document is saved.  If changes have been made to the document, bubble notifications appear to show other users what edits have been made and who made the changes.

People expect the knowledge economy to run on twenty-first century time, which means that knowledge workers need immediate feedback on documents from multiple collaborators at once.   Microsoft’s Co-authoring functionality has the potential to support faster movement of information while improving what today is a grossly inefficient and error-prone process.

Cody Burke is a senior analyst at Basex.

The sheer volume of content that is generated by an organization in this day and age is nothing short of staggering.

Now where is that file?

Even more daunting is the task of managing that information for compliance and record keeping. The records that an organization must keep clearly qualify as content, and in today’s volatile economy and regulatory climate, records management functionality in an Enterprise Content Management system is not simply a nice-to-have capability, but a necessity.

To meet the need for managing the lifecycle of content and information, Alfresco recently announced version 3.2 of its ECM solution. Significantly new in the release is a records management module, Alfresco RM, as well as some advanced e-mail archiving functionality.

The Records Management module meets the Department of Defense (DoD) 5015.2 certification and it is thus far the only open source solution to achieve this. The RM module enables administrators to set up storage policies that manage the retention of data so that records that are no longer needed for compliance may be deleted or archived. The module also defines rules for moving content, so that the most current versions of records are kept in easily accessible storage locations, such as faster drives, while archived material is stored on slower drives. This not only keeps records organized, but also speeds up the process of accessing the content.

As an integrated component of Alfresco ECM, the RM module uses the same single repository as the rest of the suite. The module also features support for complex transfers, role-based permissions, legal holds, and saved searches to speed up searching for content.

The new e-mail archiving functionality in Alfresco 3.2 leverages new IMAP support, which allows users to access content via an e-mail folder in any IMAP client. Through the folder, content can be added into the central repository by drag-and-drop. The new functionality also supports the ability to configure attachment handling, such as pulling out attachments from e-mail and archiving them, or keeping them embedded in the e-mail.

The ability to manage records and integrate tightly with e-mail clients for archiving adds to Alfresco ECM’s appeal as a solution for organizations that need to manage content and ensure compliance. Managers seeking an integrated approach would do well to consider this solution.

Cody Burke is a senior analyst at Basex.

The world of the knowledge worker is document centric.  As a group, knowledge workers spend significant time creating, managing, reviewing, and editing documents.

Danger lurks in the document jungle

A recent Basex survey of 300 knowledge workers revealed (not surprisingly) that 95% of them create and review documents on a regular basis.

The prevalence of word processing tools and e-mail have made it easy, some would say too easy, to send documents anywhere and everywhere for input from colleagues, business partners, customers, and suppliers.

A mere twenty years ago, document review was very different.  Fewer documents were being generated overall so there were fewer to review.  The review process was paper based, documents were typically stored in file cabinets, and, since making corrections and revisions often meant retyping a document, people only made important corrections and tried to get it right the first time around.

Today, the typical knowledge worker creates one to two documents a day comprised of one to two pages each.  He also receives three to five documents that are between three to five pages long for review each week.

Why the disparity in size and quantity between documents created and documents received?  People who create longer documents also create more of them and are more likely to send them out for review.  In addition, 22% of documents are not sent to anyone for review and a similar number are sent to only one colleague.

What happens when a document comes back to its creator with these edits and comments is also interesting since most documents come back with multiple edits, changes, and comments.

Despite the tools available both within word processing software and externally, the typical knowledge worker uses a fairly inefficient process to review documents, 60% of knowledge workers say they e-mail the documents as attachments to several reviewers at once.  46% report that they then compare edits and comments manually once they have received them back from reviewers.

As a result, almost 40% of knowledge workers say they miss edits and comments in the documents they get back from review.  Fewer than half of the knowledge workers surveyed say they get documents back in a timely fashion.  Another 25% of knowledge workers say they intentionally leave people out of the review process for fear of slowing it down.

All of these inefficiencies come with a significant cost to the bottom line.  Errors in documents that are overlooked can result in lost sales and lower profits.  The multiple hours a typical knowledge worker spends each week trying to manage the review process could be put to far better use.

The future for document review and revision is far from dismal.  Software companies ranging from start-ups to industry giants are tackling the problem.  Nordic River, a version management company based in Sweden, offers TextFlow, a browser-based tool that generates marked-up review copies of a document based on changes and comments made in individual versions of a document.   Microsoft, in the forthcoming Office 2010 suite, will introduce Co-authoring, a set of tools that allows for multiple users to edit a document at the same time.

Jonathan B. Spira is the CEO and Chief Analyst at Basex.

Microsoft Office may be one of the world’s most widely deployed software packages.

A backstage pass...

Indeed, with a user base of 500 million, any changes or updates to the suite are significant for that fact alone.

In the upcoming Office 2010 release, there are many areas that have been retooled and refined; however, for the typical knowledge worker, the most obvious will be the user interface.  In this research brief, we will look at how the user interacts with a document through the new Navigation pane and Backstage view.

The new Navigation pane in Word enables users to move around a document, search for content, and change the structure and organization of headings.  This replaces the old Document Map and Thumbnail panes and brings those feature sets into one place along with Find.  Users browse through a document by heading, page, or search results.  Content in a section is moved around a document by dragging-and-dropping the tab for the heading.  Additionally, the outline of a document can be manipulated to promote or demote sections.  When sections are moved, all headings and subheadings automatically adjust.

Office 2010 also features a new way to manage documents, the Backstage view.  This new functionality extends across the entire Office suite.  The Backstage view appears when the user clicks on the File tab from within an application.  The view that opens up provides the user with access to tabs that show document info,  permissions, versioning, printing options, and sharing options.  The user has multiple options for sharing including e-mailing the document as an attachment or link, or via a blog post.

Backstage also includes Accessibility Checker, which allows users to identify elements of a document that may cause problems when used with assistive technologies.  These functions were previously found in various Ribbon menus and, with 2010, have been separated out from functions that are needed for actual content creation.  The goal of Backstage is to help users work with documents, processes and workflows, as opposed to when you work in the document.

Features such as presence are incorporated into Backstage, making it possible to initiate contact with document authors and to see related documents.  Backstage is extensible, meaning that it can be customized to allow for a range of application data to be brought into the view.

The interfaces for Backstage and Navigation are smooth and intuitive to use, and the concept of separating these features and giving them their own panes that group like-minded features together is a good one.  Obviously getting used to features being in a different place takes some time, but Backstage and Navigation are both positive changes that increase usability .

We will be examining other important new features and enhancements in Office 2010 in the weeks to come.

Cody Burke is a senior analyst at Basex.

The Innovation Lab is one of my favorite places to spend time during Lotusphere.  For the uninitiated, the Innovation Lab is a large room with 20+ developers stationed at individual workstations showing off concepts that they are working on at the IBM Almaden Research Center.

Mail Triage: determing one's priorities

What is demonstrated is the software equivalent of concept cars in the automotive world.

At Lotusphere 2010, two solutions that have the potential to significantly increase knowledge worker efficiency and effectiveness and potentially lower information overload caught my eye: Topika and Mail Triage.

Topika is a tool that attempts to resolve various difficulties in using collaborative tools (the developers of Topika, specifically exclude e-mail from being defined as a “collaborative tool” because, in their view, e-mail messages do not typically have shared materials.)  It was created by a team of researchers at IBM Research in Almaden including Tara Matthews, Jalal Mahmud, Tom Moran, Barton Smith, Steve Whittaker, and Julian Cerruti.

Topika, which integrates e-mail with collaborative tools, detects when a person is sending an e-mail message and suggests relevant social software tools that the sender could use in addition to sending the e-mail message.

In other words, when you write an e-mail, Topika suggests a place, activity, or site (such as Lotus Quickr or Connections) and stores it (including any e-mail attachments).  It adds information in the e-mail message that points to these places.  Right now the e-mail attachment remains in the e-mail message but an option to remove the attachment in future versions is under consideration.

Topika makes its recommendation by creating a work profile that is an index of an individual’s collaborative activities and the tools used.  By using Topika, knowledge workers can use e-mail to support collaboration via other tools.  Topika is in its early stages but it shows great promise.

Mail Triage and Personal Tasks is an innovative tool created by Jeff Pierce, a researcher who focuses on user sciences and experience research at the IBM Almaden Research Center.  It is one way of rethinking how we approach e-mail from mobile devices (as opposed to at a full-sized computer).  Mail Triage recognizes the fact that mobile e-mail usage is focused around triaging messages as opposed to reading them.  Knowledge workers want to know what’s new, what requires immediate attention, and what can be deleted.  Everything else can be deferred.

Mail Triage does just that.  It allows mobile knowledge workers to manage mail quickly by sorting, prioritizing, and deferring.  The top-level view of the e-mail client shows Triaged and Untriaged folders instead of the typical inbox.  It creates tasks for the user such as Call, Print, Read, Reply, Save, Schedule, Send, and Visit.

Once the user accesses his desktop computer, a Lotus Notes sidebar allows the user to access, edit, or delete tasks and further triage e-mail messages on the desktop (by dragging them to the sidebar).

Mail Triage has the potential to make the knowledge worker’s use of mobile devices more efficient and effective than is currently the case.  It will be interesting to follow this project as it develops.

Jonathan B. Spira is CEO and Chief Analyst at Basex.

Information Overload is never far from our thoughts here at Basex but, with the cost of the problem looming at some $900 billion per annum, it’s sometimes possible to lose sight of impact this scourge has on each individual.

We’re trying to document individual experiences with and impact arising from Information Overload and would appreciate your help.

Please rate the top three factors or contributors to Information Overload (in terms of the impact on you personally) and tell us how and why they impact you and to what extent.  We will keep your response(s) private and anonymous.

Please e-mail your responses privately to ioanswer@basex.com and we will report back to you in the coming months.

Jonathan B. Spira is CEO and Chief Analyst at Basex.  He can be reached at jspira@basex.com

In a recent study funded by the U.S. Department of Homeland Security (DHS) and reported in LiveScience, researchers found that subjects’ expectations of finding something had a direct effect on their success rates for finding the items in question.

Found it yet?

In the study, subjects looked at X-ray scans of checked baggage and tried to identify the presence of guns and knives.  In the first trial, a gun or knife was present in 50% of the bags, and subjects only missed the weapons 7% of the time.  In the second trial, the guns and knives were in only 2% of the bags, and the subjects missed the weapons 30% of the time.  In short, when something is harder to find, our accuracy in identifying it drops significantly.

This is a trick our brain is playing on us as it becomes bored when we do not find what we are looking for and stops paying attention, meaning we then miss things when they do appear.

While the implications for airline security are obvious and somewhat chilling, the implications for the enterprise are also worth examining.  Knowledge workers spend ca. 15% of their day searching for content.  Applying the lessons learned in the DHS study, we can assume that if a search query returns fewer correct results in relation to incorrect results, the knowledge worker’s accuracy in picking out the relevant items will decline.

Conversely, just as in the DHS study, if the correct to incorrect ratio is better, meaning there is a higher number of correct results, then the knowledge worker is much more likely to find more of them.

For knowledge-based organizations and providers of software to these groups, the lessons from this study are clear: search tools must be improved to provide better ratios of relevant, useful results.  Today’s search tools focus on returning large sets of results and the answers to a search query may very well lie somewhere within these.  However, the low signal-to-noise ratio virtually ensures low accuracy even if one were to comb through every last result.

Search results need to be highly contextual and limited in volume to ensure accuracy and provide a favorable ratio of correct to incorrect results.  This keeps the knowledge worker engaged and not feeling that he is looking for a needle in a haystack; this, in turn, increases the probability of identifying the needed content.

Cody Burke is a senior analyst at Basex.

Apple made its second foray into the keyboardless computer industry yesterday with the launch of the iPad.

Is it the year of the tablet yet, dear?

Similar devices have been around since the GRiDPad was introduced in 1989, although the GRiDPad tipped the scales at slightly over 2 kg.  Apple itself began selling the Newton as a PDA in 1996 but its handwriting recognition software and short battery life hampered its success. Microsoft’s Windows-based Tablet PC has enjoyed a modicum of success but it is mostly used by professionals such as nurses and insurance adjustors who are on the go for much of their day.

In addition, early tablets lacked today’s high-speed wireless networking capabilities as well as Internet content, which today are both more than plentiful.

With the iPad, Apple hopes to leverage the iPhone’s success and create a new category of gadgets.  The iPad supports Web browsing, e-mail, videos, music (it essentially has a built-in iPod), eBooks, as well as applications designed especially for the device.  It will also support almost all of the 140,000 applications in the Apple App Store.  The iPad uses a Multi-Touch interface and a large virtual keyboard (it can also be used with a traditional keyboard). It comes with a 9.7″ LED backlit display that provides a 178° viewing angle.  The machine will be supplied with either 16, 32, or 64 GB of flash storage, Wi-Fi and Bluetooth connectivity and, on higher priced models, the ability to connect to 3G networks.

Although there was much speculation about potential partners for the 3G connectivity, Apple will continue (for now at least) to rely on AT&T’s 3G network for the iPad in the United States, despite the many complaints iPhone users have had about their AT&T 3G service.

Apple’s iPad comes at a time where there are full-functioned netbooks on the market for under $300 – and these have a real keyboard.  Granted, they lack Apple’s vaunted UI but just how many portable devices do most people really need?  Apple is betting on customers going for a superior user experience and greater Net usage [the iPad uses flash memory and that gets expensive (the 64 GB model is $699].

Where the real impact may lie is in book, newspaper, and magazine publishing. Amazon offers the Kindle, a black-and-white eBook reader, that is the leader in what is essentially a small, niche market.  Amazon has been trying to branch out with an App Store-like offering but the superior (color) interface of Apple’s iPad could put it in the lead.

Publishers are looking to Apple to create a new model that will let them advertise and monetize their content.  Taking a different path from Amazon’s, Apple is allowing book publishers set their own prices (Amazon sets Kindle pricing).  Companies such as the New York Times and game-maker Gameloft are developing iPad-specific apps.

Still many questions remain.  Will the iPad reinvent traditional media?  Will consumers want to carry yet another device (the iPad is not a phone)?   Stock analysts are bullish on Apple and the iPad.  The company’s stock rose 1.5% yesterday to $208.99 and some analysts are predicting a high of as much as $285 over the coming 12 months.

One of the final chapters in Nortel’s history has now been written.  Nortel’s vaunted Enterprise Solutions unit has been acquired by Avaya, a company that, similar to Nortel, traces its origins back to Alexander Graham Bell’s original patent for the telephone in 1874.

The end of an era

This week, Avaya announced its roadmap for the integration and continuation of products and services from Nortel and it’s good news for customers of both companies as Avaya management has found a way to meld the best offerings from both companies into a unified set of products.  However, there are a few speed bumps ahead.

First, customers not on the platform that becomes part of the merged product line face a forklift upgrade and significant cost in the not so distant future as the product portfolios from Nortel and Avaya were largely proprietary and incompatible with one another.

In addition, based on how past mergers of similarly-sized tech firms have fared, Avaya faces multiple challenges as it integrates multiple platforms and workgroups while trying to maintain its ability to service its customers at the levels they require and are accustomed to.  In addition, Avaya expects to support its newly-expanded product portfolio with a newly-shrunk workforce.

The flagship unified communications offering for Avaya will be Avaya Aura.  Aura will be enhanced with the addition of Avaya (formerly Nortel) Agile Communications Environment (ACE) as well as the inclusion of technology from Nortel for a common management infrastructure.  For existing Nortel customers, Aura can be added and will sit on top of existing deployments.  Likewise, Aura customers can add Nortel solutions to their deployments.

In the roadmap, Avaya laid out a move towards a SIP-based system that is multimodal with an open rules engine and conference-based communications.  To this end, Avaya Contact Center Elite will continue as the flagship enterprise solution, and Nortel Contact Center 7 will remain as a mid market solution.  The release of Contact Center 8 will add features and technology from Contact Center Elite, with the ultimate goal of improving scalability in order to enable the company to offer one contact center solution to cover everything from the middle market to high-end deployments.

For the small- and mid-sized enterprise market, Avaya plans to continue to supply Nortel Business Communications Manager, Norstar, Partner, and Integral 5, but it will eventually merge these solutions into Avaya IP Office as the flagship hybrid offering.  Nortel’s Software Communication System will be the flagship offering for SIP environments.

With regard to data products, Avaya announced it will adopt the current roadmap of data products from Nortel, including offerings for Ethernet Switching, Routers, Wireless Networking, Access Control, and Unified Management.

What Avaya has released thus far is a roadmap and there are many details that have not yet been released that should clarify further what Avaya’s combined offerings will look like.  Avaya did have plenty of time to contemplate and prepare for the merger and, if nothing else, we give them an A+ for effort here.

Cody Burke is a senior analyst at Basex.