Several years ago I started working for a new company. Their phone system was stuck in the past. The past, like Version 4 when Version 10 was being sold. So we had to upgrade, there really wasn’t any other way around it.
Enter Cisco. As VOIP hardware manufacturers go, if you stay in the silo you’ll have a pretty good life. Call Manager, Unity, and Presence are a heady combination. I decided early on to hire a local company to help me with the design and the initial layout and setup, and I will always regard that choice as one of the best I have ever made, professionally. They did an amazing job, and their staff are absolute tops in their game. They are expensive, but in the end I think worth it. So they came, helped install the Cisco Business Essentials 6000 server, and all the heavy lifting that was needed to get all three products up and running, so that people who were using the old system saw next to nothing different about how everything worked. That’s a kind of holy grail in IT.
A part of the trio of products was Cisco Presence, or to use a shorthand about what it really was, simply Jabber. Jabber is an instant messaging platform, and I had quite a bit of experience as Jabber is, at least ostensibly, an open-source system. I had lots of Jabber experience back at my previous employ and I was looking forward to seeing Jabber rolled out across the company that I now work for. The previous employ was centered on Apple technology and as an IT administrator, Apple was like waking up in the Garden of Eden. It was an earthly delight. The Apple iteration of Jabber included a CLI option switch that allowed you to instantly join everyone in the Jabber directory, nee an LDAP directory, all together. It was called “–auto_buddy” and I loved that feature. It was the killer part of Jabber from Apple. When I added someone to OpenDirectory, I could open a Terminal and throw this one command and all my work would automatically add all my coworkers together, everyone is everyone else’s buddy. It was great, I really enjoyed it.
So then, years forward, on with Cisco Presence, their implementation of Jabber. Off searching for my favorite CLI friend, “–auto_buddy”, only to find out, none of that exists. And so, that hobbled Jabber immediately. Instant Messaging’s ROI is only really salient when you have everyone engaged. You can’t really argue about ROI until that point, because when you have only a handful of people actually connected, they don’t see the point, because not everyone is connected, including the people they want to communicate with right now. If you can’t do a thing immediately, then what is the point of doing it at all? This is the core reason why a lot of tech adoption trips and falls on its face. Especially with collaboration solutions like Jabber. Until everyone joins and uses the system, convincing them that they should use it might as well be one of Hercules’s tasks, like cleaning the Augean Stables. So without my ability to link everyone up, with “–auto_buddy”, I had a piecemeal system. Without the ability for everyone to see everyone else, adoption tripped and fell flat on its figurative face.
Shortly thereafter, it exited the cultural consciousness until years later, when a new coworker had stoked interest in it all over again. But it was doomed, not this time by the lack of demonstrable ROI or the lack of “–auto_buddy”, but rather by compliance control. By the time I had installed the required pieces for compliance, the entire affair was loaded into the figurative airlock and blown out into space.
Before the end of Jabber, and running currently is another system, one that I find more engaging at least personally and that is Slack. It’s free to use, which is a huge help, and also available everywhere. I don’t have to limit it behind the walled garden of our corporate VPN. That is a huge benefit and really eases the use of it, in every case. I can immediately see the benefits of using Slack, especially in groups like mine, in Information Technology. So that’s currently the extent of it. Again, tech adoption is flat and terminal, the selling point for Slack is still tied up with the same point for Jabber. You can only demonstrate the ROI when you have full engagement, and you can only get full engagement when people see the rewards of ROI. So even Slack is just a moribund as Jabber was. But at least with Slack there is room for enticing directions it could take. I’ve been kicking around the notion of examining Slack’s position in a B2B framework. Like between MSP’s and their customers. The MSP starts a Slack and invites their customers to join. Then each customer has a channel that they are invited to. Then the company staff at the MSP hop on Slack and use it for their own benefit. Everything is segregated using Slack’s internal controls, so the MSP gets a benefit immediately and the customers can effectively chat up their reps with a single click on an app, a website, or their phones. This could enhance the collaborative power between customer and provider. Invoices posted, updates about payments, and with IFTTT looming in the background, new automated benefits could be crafted and rolled out to customers immediately.
This could also revolutionize B2C relationships as well, but that would take more corporate bravery than even the B2B solution would. I don’t actually expect anyone to seriously accept my shoot-the-moon ideas, but I would like to imagine the world where I could start my Slack app, see all my professional relationships and be able to communicate with them that way. Maybe someday if Slack succeeds and more people ask the right questions. More people actively interested in collaboration would also help.