2012 Planning Guide: Collaboration and Content


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In 2012, IT needs to plan and budget for changes in the communication, collaboration, content, and social (3CS) space. Within communications, IT must recognize that software as a service (SaaS), mobile, and unified communications (UC) are quickly changing and should be implemented from a user-centric point of view. For collaboration systems, IT should cater to user needs by training users and offering a range of system options. Content is becoming richer (i.e., more video and images) and needs more administration. For social software, IT departments should monitor its usage and recognize that the lack of standards will inhibit its adoption.

Table of Contents

  • Summary of Findings
  • Introduction
  • Industry Overview
    • Macro Trends
      • Volatility
      • Multiplicity
      • Versatility
      • Mobility
    • 3CS Trends
      • Communication, Collaboration, Content, and Social Are All Intertwined
      • Mobility Is Straining All Parts of 3CS
      • Contact Centers Are the Proving Grounds for Many 3CS Technologies
  • Communication Trends
    • Market and Technology Trends
      • The SaaS Winners Are in Communications: Web Conferencing and Email
      • Tablets Are Changing How Enterprises Use and Support Mobile Devices
      • UC Is Now Focused on Collaboration Synergy, Not Product Replacement
    • Planning Considerations
      • Adjust to the Major Disruptions of Mobile, UC, and SaaS
      • Start Figuring Out How to Incorporate Mobile Devices Into Work Practices
  • Collaboration Trends
    • Market and Technology Trends
      • Installing Collaboration Software and Walking Away Isn't Working
      • Collaboration Is Changing From Departmental to Enterprisewide
    • Planning Considerations
      • Offer a Range of Collaboration Options
      • Help Workers Use the New Collaboration Tools Effectively
  • Content Trends
    • Market and Technology Trends
      • Multimedia Content Is Common
      • Metadata Has Become Crucial to Finding and Reusing Content
      • Text Analytics and Semantic Technologies Are Increasingly Useful
    • Planning Considerations
      • Prepare for Increased Use of Multimedia Content
      • Staff for the Care and Feeding of Content
  • Social Trends
    • Market and Technology Trends
      • We're Now in a Post Enterprise 2.0 World
      • Profiles and Activity Streams Continue to Be Separated
    • Planning Considerations
      • Perform an Audit of Social Software Being Used by Employees
      • Recognize That the Lack of Social Software Standards Will Impede Usage
  • Setting Priorities
  • Recommended Reading
© 2011 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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