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| TSANet
Europe Members' Meeting - IBM Mainz, Germany, December 7-8 2005 |
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The end
of the second day finished with the workshop/breakout sessions,
the themes were focused on 3 important areas for development in
2006;
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| MIke Jordan (BusinessObjects),
Eelco Essenberg (Progress Software), Tobias Rohner (Falconstor) |
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| Information
systems - plans and requirements for 2006. This was a unique
opportunity for members to brainstorm and define the future direction
of TSANet online services.
Training community
- review current services, future directions
Communications
- setting the agenda / success stories from the members
The results will be used when we discuss our business plan for 2006.
Thanks to Hans van den Heuvel (Novell), Gary
Massey (Novell) and Colin Hughes (Symantec) for presenting the results.
Each was given a 'chocolate Santa Claus' gift as a reward for their efforts! |
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Information
Systems (IS) |
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The debate
centred around the following points in relation to improvements
in the web site www.tsanet.org, the primary tool that the
members use daily.
The group felt that the web site needs to improve, it was noted
that Authorized Caller verification has improved.
Simplify the number of links and options.
Focus on the 2 main uses for the site;
- Raising calls
- User Administration
The general feeling was - cut out the clutter and have one “big
red button”!
Some functions do not get used
such as the Forum and Message Board so remove links to them. Meeting
registrations – no longer working (as discovered for this
meeting!).
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| www.tsanet.org ... |
As the volumes increase
needs to be more self-service, especially with new membership
types and that some relationships can have many users / callers.
Implement 'self-service nomination' for auth callers.
Missing workflow, need more guidance
for novice users.
The place a call interface was still not in a truly 'wizard' style
with a step by step interface suitable for users unless they went
through training. For most users the interface was not used very
often so that had to be considered as part of the design.
HP has wrapper around TSANet
from their intranet site. Abstract information and it clicks through
to TSANet seamlessly. Would this have to be developed separately
for each member - how is it resourced, could a general wrapper be
developed.
Standardise the appearance.
Extend the use of the bitmaps from the Home page instead of using
black, it needs to be brought in line with the public look and feel.
No feeling that it is intuitive, too busy, too many colours and
buttons, too many roles (to access functionality need to flip roles).
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| Training
Services Community |
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looked at the draft Addendum to the Code of Conduct included in
the delegate pack and concluded the following;
- The group liked the idea that this community could provide contact
details within member companies to help with training.
- The group suggested that TSANet might be able to provide a
schedule or calendar of the training available from participating
members.
- The group also suggested that, through this community, members
might generate a training request list – so if enough people
want the same thing then it can be organised by the delivering
member.
- The group agreed that individual members should have the right
to be able to refuse a request for training.
- The group also felt that some mechanism for protecting members
Intellectual Property rights may be needed.
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| The every handy 'flipchart'
came into use! |
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| Communications |
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This group
considered several aspects of communication both within the
existing TSANet membership and externally, especially in 2006 as
an extra initiative.
Case Studies (aka 'proof points'
in a PR/messaging context) - these are essential, as well as members
such as CA, others came forward during and after the meeting to
offer theirs, such as BusinessObjects, HP and Microsoft, to followed
up.
Top line themes for setting
a PR agenda. The 3 main themes agreed were about;
- Moving from response to resolution
- as first discussed at the May 2005 AGM, a customer message.
The need for IT suppliers to offer ever more effective services.
- Collaboration can cut costs
- this is an IT vendor / supplier message. Speaks to how the TSANet
community model can reduce SLA costs and downtime, etc.
- IT industry buries differences!
- more a journalist / politcal message, idea that competitive
companies will work together in everyone's interests.
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| Sample 3 - fold 'flyer' brochure
for external & internal communications |
The group also looked
at more tactical and practical matters to do with how to
get messages to the membership, the main points being;
- 3 - fold 'flyer' - needs some minor changes then should be printed
and distributed to the membership - possibly a request form on
the web site?
- Newsletter - would it be read more if it is printed? People
felt they were overloaded with emails / links, look at the costs
but worth trying
- This could evolve into an information pack sent once a year
(help remind of the value as well)
- 'Customer ready' presentation of TSANet benefits. This is a
canned presentation that our members can give to their sales and
pre-sales support contacts.
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