Tony Dye

Education

"The great aim of education is not knowledge, but action."

- Herbert Spencer, English philosopher (1820 - 1903)

Life is Tough

"Life's a tough proposition, and the first hundred years are the hardest."

- Wilson Mizner

Next Generation Communications: Atlanta CITRT

On September 18, a small number of us gathered at First Baptist Atlanta to look at a technology presentation by MethodIQ and Interactive Intelligence.  We had advertised this as a discussion of VOIP technologies, but it was so much more!

It may be obvious to everyone else, but I was a bit confused at the start with who the presenters were.  MethodIQ is the company I've talked with a few times, and they have a local presence.  However, they have recently merged with another company and their new name is Aeon-Technologies.  But...they still go by MethodIQ.  OK, I can get over that.  Much of the presentation was done by Jeff Foster of Interactive Intelligence, Inc.  To reduce it down to the basics, Interactive Intelligence is the manufacturer, MethodIQ is the marketing organization.  OK, now I understand.

Let me try to get to the bottom line very quickly.  The system Interactive Intelligence builds is a COMPLETE phone system, that doesn't have any of the traditional (read expensive, proprietary) components of a legacy phone system.  Quite simply, it's software -- running on top of Windows Server.  Redundancy/fail-over is part of the way it's built.  Features are all added via software.  Likewise for upgrades.  Integration with Exchange for unified messaging and more is all part of the solution.

For anyone interested, here is the PowerPoint file used by Jeff during the demo: Download CITRT_ININ_MethodIQ.ppt

Other notes. Here are my quick notes from the meeting.  May not be of much value to anyone else.

Lisa Miller, Method IQ, Account Manager, Nashville
Bruce Glick, Method IQ, Sales Engineer, Atlanta
Jeff Foster, South East Territory Manager, Interactive Intelligence(lives in Amelia Island, FL) [Interactive Intelligence, Inc., also referred to as I3, or by stock symbol ININ]

Here's Jeff Foster getting ready for his demo:

Lisa:

• Method IQ actually runs a couple of AT&T call centers in Atlanta. 
• Interactive Intelligence is entirely MS based.
• System lets members (customers, whatever) choose how to interface with you: IM, email, UM, IP Telephony, etc.
• Built-in Event Reminders, with auto-attendant type of processing (I’ll attend, I won’t attend, etc.)
• Internal Conference bridge, including recording.  All part of the system.

Bruce:

• Why Voice over IP?
• Previously sold as a technology.  Technology is a means, not a solution.
• Business enablement is the sum of the technology apps working together.
• VOIP needs to be a part of a business strategy.
• People don’t like to change out their desk phones!  Much more willing to replace a PC.  VoIP becomes an application, instead of a device
• Think of VOIP as a pervasive application.  An accepted standard
• Think of CRM integration – screen pop when the call comes in
• Network, Software, servers, are all technologies that underlie the VOIP application

Jeff:

• I3 corporate: Indianapolis, IN.  Stock: inin
• 550+ employees
• 2800 customers [multiple by many hundreds for end users]
• Microsoft uses I3 exclusively [is that just Redmond? Perhaps a lot more]
• I3, Enterprise Interaction Center (EIC) is all software based. 
• Web-based administration
• Windows, Intel, common stuff
• Redundancy
• With a Gateway and SIP Proxy (could be single box for both), remote offices are easy extensions from the central system
• Newnan utilities uses the I3 system
• Subway is an I3 customer, CRM integration

A look at Unified Messaging in Outlook:

• Demo of conference bridge via Outlook client.  Record capability is included
• With proper permissions, anyone with the client can add anyone else to the conference.  Or mute, or xfer, or whatever.
• Ability to “set up” conf calls, auto-record, etc.
• Integration features with Outlook for switching greeting messages, for instance, and tying back to a meeting running too long!
• Hotdesking (hotelling) can work with *any* phone you have access to
• GA UPC (call before you dig) uses I3 systems and “presence management” [hotdesking]
• Call Center capabilities, status can be used for time tracking
• ACD features for measuring/informing of expected wait time; message while waiting; offer option to call back
• Web chat can tie right into ACD. Call center manager can manage them just like regular calls
• Screen Pops with *any* odbc compliant database.  (demo was MS CRM)
• Coming soon: Interaction Client Mobile Edition: converts your WinMobile into your business phone.  (rings both places at once)  .NET mobile client.  [limited to particular phones]
• I3 uses MS CRM internally

Pessimist

"The opposite of a leader is a pessimist."

- Marcus Buckingham (The One Thing You Need to Know)

ChMS vs. CMS

I'm having an interesting dialogue (debate?  Argument?  No -- of course not) with Steve Hewitt of Christian Computing Magazine.  The September edition of CCMag has a couple of articles about Church Management Systems, and Steve likes to use the acronym CMS for that.  I'm trying to convince him to use ChMS.  His side of the discussion is that many in the business are used to CMS and don't want to change.  (my extremely short paraphrase of his comments)

Of course, there's no "definitely right answer."  I'm just interested -- what does CMS mean to you?  What does ChMS mean?  Do you care?  Does context resolve it?

Birthdays

An interesting set of circumstances has appeared on the calendar today.  Happy birthday wishes to Gene Dunn, Lisa Dobbs, Jason Powell,  Brian Bailey, and Hannah Lee Smith.

It would be easy to add Barbara Walters, Michael Douglas, Christopher Reeve, Heather Locklear, and Will Smith to the list...but who cares about them? :-)

Today is also the "birthday" of Universal Time, aka GMT.  Way back in 1676, the Royal observatory started keeping standard time using two "very accurate clocks."

What is This Strange Flower?

Visiting my parents yesterday, this flower arrangement was in a lobby area.  What is it?  (This isn't a test -- I do NOT know the answer)

MinistryCOM After Thoughts

Just some left over random thoughts now that it's been a little over a week since MinistryCOM ended.

Wireless needs: When you have a conference with hundreds of people, many with notebooks, the demand on your wireless network can be significant.  The host church for MinistryCOM didn't have that infrastructure in place.  That's not a complaint against them -- under normal circumstances, they don't need such a network.  Glad to see that Terrell Sanders and his team are already looking at what it would take to have a very robust wireless network for future MinistryCOM and MinistryTECH conferences.

Take pictures (especially of people): I met so many people at MinistryCOM, and now I'm already having trouble remembering who they were!  I need to be more willing to walk up to people and snap a picture for future reference.

Name Badges that won't flip around: This is sort of related to the need to take pictures.  Typical name badges on lanyards have a tendency to flip so that you're seeing the back of the badge.  Now, I know statistically, this can only happen about 50% of the time, but I sure found that 50% of people who I should know, but when I walked up to them and needed a hint, their badge was backward.  Suggestion for future conferences -- use the badges that connect at two points, on the outside corners.  Clif, would you consider this for the fall roundtable?

What about a pictorial directory? OK, take those last two items and combine them together.  Put those pictures and names together in a directory.  A blog post with pictures?  Even if it's private to the attendees.

Make a point of talking to people:  This is a chastisement to myself.  I sat at the same table as Daryl McMullen.  Tim Stevens sat one row behind me during Kem's presentation.  Many, many, others where there who I knew, or knew of.  Did I introduce myself, engage in conversation, get to know them better?  No...perhaps I said 'hi.'  Dumb!

Growth:  I think Terrell gave real numbers, but I don't remember them exactly, but I think these are in the ballpark.  The 2005 MinisryCOM had a little over 100 attendees.  2006 had over 200.  This year, just the 3rd such event, had over 400.  Consider Church Roundtable events, and then look ahead to MinistryTECH.  Can we expect such growth?  Probably!  How do we keep connecting with more Church IT people?

Remaining Calm

"My father used to say to me, “Whenever you get into a jam, whenever you get into a crisis or an emergency . . .become the calmest person in the room and you’ll be able to figure your way out of it.”

– Rudolph Giuliani

MinistryCOM: Everybody Doesn't Hate You, It just Feels Like It, Kem Meyer

MinistryCOM 2007 Day 2 Closing Session, September 14, 2007

{this is pretty rough -- I wanted to pretty it up, but here it is, and maybe someday I'll clean it up}

Summary: Your image matters.  Check your ego and work on relationships.

Kem used “only 3 slides” (but lots of media/videos)

Video 1: “what was your first impression of the communications department?”

Fast Company, July: the most dangerous job: “chief marketing officer.”  They get fired the most often
Video 1 was taken two weeks ago at Granger’s staff meeting (or just before?)

Video 2: montage of news stories from reaction to “My Lame Sex Life”

Does your team think you’re an idiot?  If you don’t have the relational,  empathetic, character, you've missed something.  {Personal note: check out the book Integrity by Henry Cloud}

Video 3: Office Safari

Three principles
1. Get an image consultant
We need to know what people are saying, from a trusted source
Get TWO inputs
You need to care what people think of you (at least a little bit)
Two people: 1, someone who looks from the perspective of ‘the crowd,’ 2. one who looks from the perspective of how individuals are impacted.  For Kem, one is a subordinate, the other her manager.  Accountability and advocacy.  These people help you anticipate problems!

2. Check your ego
What really is your motive?  How often is about “me being right?”
Is it about your control over things, or are you looking for ways to provide relief for your staff?
Is your frame of reference about ways to help people do what they want to do, or is it about how to get people to do this your way?  Growing intolerance for “getting people to fall in line.”  It’s not about them getting it, it’s about us getting them.
Are you having conversations with the people you’re working with, or are you just sending out emails?
Are you just working the convenient hours, or do you show up when people need you?
Are you making statements, or asking questions?  (90% questions is a Granger target)

Video 4: 6 ½ minute story, Debra Atkins
Teenage daughter wanted them to come!
“I sat in the car”
“I don’t have to have the answers”

What do we learn from that parking team?  They broke the rules!  And they got a win.

3. Find common ground [with the people you work with]
If you’re passionate about your job, it’s probably true of your team as well.
“a lot of days, I like computers more than I like people!”  Kem’s mantra (to God): it’s about people…it’s about people…it’s about people…
People have “junk.”  Everybody’s junk is different.
When’s the last time you went to a youth event?  Or Women’s ministry event?  Or anything else, just to see what they see?
Can’t talk to someone if you don’t know what they’re going through.  Have to “show up” to understand people.
Being forced out of our comfort zones is a good place to be

For the past 3 years, “we” (Kem and team) have been focusing on these principles.

Video 5: Another survey of “what’s your opinion now of the Communications department?”
“they know what they are doing.”  “I value what they do because they understand”
“the biggest thing is communication with communications!”

“Have you seen my inbox?  How am I supposed to get anything done?”
If your job has anything to do with communications, look at your calendar, and tell me how much space you left on it for communication?
Set aside time to spend with your staff to communicate.  Get everyone on the same page!
You can’t NOT afford the time for that.

Video 6: Perspective (reverse)  “I believe just the opposite”  “this is the truth”
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