WLA Task Force on Technology Utilization

Topic Paper

 

Enhanced E-Mail; Listservs; Communication Systems

 

Background

  The U.S. topped 5.3 trillion e-mail messages in 1999 and the growth of this the most ubiquitous of online tools shows no end in sight.  While many people are still logging on for the first time at work or at home using capabilities that have been in place for years, increasingly more sophisticated systems are in development that present the possibility of further revolutions in communication.

 

Changes are coming in four general areas:

·        User interface improvements

·         Addressing pressing problems of current e-mail usage

·        Using e-mail in new ways

·        Convergence of e-mail with other services to create unified communication systems

 

 

User Interface     The advent of  Windows and then Web based interfaces for traditional e-mail systems has made this communication tool easier and more interesting to use.  It has also added new features and brought a greater degree of user control to the process of online communications.

Problems            Efforts are underway to provide advanced services that address usage concerns such as security and privacy issues, control of spam and other forms of unwanted messages, capacity issues arising out of the expansion of users and traffic, and efforts to achieve universal e-mail access nationwide.

New Ways         A series of new services are available to those sending and receiving e-mail type communications.  Some of these include; subject specific e-mail update services, broadcast fax/e-mail services to targeting groups, Multimedia e-mail with the inclusion of graphics, sound, and full motion video,  E-mail response systems that automatically reply to online requests for information,  Phone/E-mail over a single phone line, electronic newsletters, and more.

Convergence  E-mail as an online communication tool is merging with a host of other technologies into unified messaging systems that  involve the following elements; data conferencing and collaboration, video conferencing,  fax, voice mail over the internet, instant messaging, enhanced chat such as “auditorium mode”, document sharing and storing, forums, office application integration, connections to personal information managers digital assistants and other wireless devices.

 

What do you need to use it?

 

As with all communication technologies, any weak link in the chain can make applications difficult or impossible to sustain.  An installed base of users, providers, servers, networks, support, etc. is required to make it all work.  Fortunately the existence of public data networks and open technical standards mean that any one organization doesn’t have to be responsible for the entire process.  Number one on the list is the need for up-to-date windows or web based e-mail clients such as Netscape Messenger or Microsoft Outlook. 

 

The new enhanced services for e-mail can be developed in-house, but increasingly are purchased from third parties that can package updates, statistics, and support as well as hosting from remote sites.

 

How much does it cost?

Enhance e-mail services such as broadcast and “on demand” services when purchased can cost a few thousand dollars for the base software, but other per user charges or server costs can quickly raise that amount.  That is why hosting at the vendors site is offered to many smaller businesses along with opportunities to raise revenue from the users of these advanced services.  Working around the issue of  whether to own and operate a sophisticated database server is a critical cost issue for these applications both at the time of purchase and as an operating expenditure.

 

 

Concerns?

Assessment of  the ability and likelihood of active use of these services must be done in advance of any major investment.  In cases where services are offered with a charge attached strategic decisions must be made concerning it potential effectiveness and impact on overall revenue goals and practices with the organization.

 

Many of these types of applications are heavily dependent on open standards that sometimes are hard to come by.  If you are not in a closed environment, this is especially true.

 

 A period of preparation must be undergone to work those involved into new patterns of communication.  Furthermore the critical mass of users necessary for some of these applications can be difficult to achieve in open organizations such as associations where enforcement of communications standards is difficult.  Web based tools do provide the kind of common denominator that can get around these problems.

 

How would it benefit WLA?

Clearly there are two distinct areas where these services could be used by WLA.  The first is in basic member business transactions.  These tools can be used to enhance the following areas; membership communication and renewal, member surveys, conference management, legislative alerts and contacts, press releases, etc…

 

Secondarily it holds the continued promise of changing or enhancing meetings or other forms of collaborative work.  Whether it be as an online resource, a response mechanism, document sharing tool, alternative gathering, discussion manager, publication collaboration, etc…there are opportunities that are limited only by or energy and imagination.

 

Links:

 

MailVerge Month in Review

http://www.davidsonconsulting.com/mvmonthreview/0500.html

 

Developing and Implementing an Online Communications System

http://www.assnconsult.com/SolutionCenter/ElecCommunication/KK1Art.htm

 

Example of multimedia E-mail

http://www.g-ratedstuff.com/enhanced_e-mail.htm

 

e-FAQ, A New Product for Enhanced E-mail Response Management

http://www.telephonyworld.com/roundup/i3efaq.htm

 

Web-based E-mail

http://drwebby.com/email.htm

 

E-mail on Demand System

http://www.enhtech.com/eod.html

 

Enhanced Wireless E-Mail Application for PalmPilot

http://www.findarticles.com/m0EIN/1998_Sept_15/21134026/p1/article.jhtml

 

Association Applications for Fax/E-mail Broadcast Services

http://www.commpartners.com/medialinq/meap.htm