Technology Best Practices Magazine

Just Like Being There
Virtual Meetings Give Us Unbeatable Service

By Mark Regan
Published: February / March 2008

Meetings and collaboration used to be a pretty big production by today's standards. There would be travel involved, or telephone calls plagued with comments like, “Wait, what page are you talking about?” Plane tickets would be booked, cars would be rented, and boardrooms would be reserved to review information and close deals. That was the way it was done, but nowadays it sure does sound like a lot of trouble thanks to the tools that exist today.

Conducting business virtually might have seemed like a fad at first, but thanks to tools that keep human collaboration alive and well over sometimes thousands of miles, companies are seeing a huge benefit. They save all the trouble of traveling, but can still meet with customers, conduct meetings, show demos, and brainstorm together in a team setting. What started as communication via e-mail and instant messaging to provide a quicker method of communication has evolved into a whole new toolbox for running a business. Some are free for simple solutions, and others come with a price tag that can wind up giving you back time you could never buy for solving more complex needs or issues.

A free tool that's been indispensable to me in helping to fix bugs on others' computers or showing someone how to use a program (sometimes for family members in need, of course) is Crossloop. The virtual access portal it provides gives you total control over the desktop on their PC. You move your mouse, and it performs the action on their side. Particularly for things like training, it's one tool that closely resembles a side-by-side training session without anyone having to go anywhere. However, it’s a Windows-only solution.

A similar application that can give you access to a PC anywhere in the world is GoToMyPC. If you do make the trip to a client and forget a file or have a program to run that is a little too much for the laptop you have with you, GoToMyPC will do the trick for a mere $20 a month, allowing you unlimited access to one other computer. If you want to kick up the collaboration aspect, you can use their tool specifically for meetings with multiple folks using their similar GoToMeeting application. Hosting your meeting with their easy interface will let several people in totally different locations all view your desktop as you go through your PowerPoint or do a product demo. You'll find it especially helpful if there are often discussions on the phone that include, “I'm looking at the PowerPoint you sent at 9:03am...is it that one, or the one from 1:23?” No more of that; everyone will literally be on the same page.

The big owner of the category in which GoToMyPC has set up camp is virtually dominated by WebEx (now owned by Cisco Systems). A similar interface, along with their MeetMeNow feature, provides another reasonably priced alternative to conducting meetings online.

Maybe you don't need a desktop sharing tool, though. Let's face it, no matter how great an application is, sometimes it's still all about good, old-fashioned face-to-face communication. Futuristic as it may sound, many applications also have this covered for a regular “in-person” chat...well, almost. Video chat has helped many business owners in this area as well, providing that personal touch which is easily lost in e-mail and desktop sharing. A great program that combines the video teleconferencing feature with document sharing is Adobe's Acrobat Connect. Providing an easy and always-on URL makes it easy to jump into a virtual meeting room, invite others, assign permission to people and label them as a host, presenter, and participant. Note that it is compatible with both Windows and Mac. Keep in mind that it is important to stay aware of the compatibility of each program when you are using a tool to connect people.

My business does so much work for our customers in the Internet realm, that it's easy to stumble on many tools that help us do our business virtually. While nothing can completely replace the value of personal meetings in helping potential customers to understand our capabilities, we've been able to provide amazing service once an account comes on board, thanks to tools like these. Customer service takes on a whole new meaning when we're available to our clients this quickly and efficiently, providing a robust level of accessibility that was once impossible. As these programs continue to evolve, it's conceivable that clients may never have to see me post-sale...though I will miss those frequent flyer miles.

Mark Regan is president and founder of Flat World Media. He is responsible for the design, deployment and support behind the firm's industry-leading programs and services. His 20 years of experience in the high-tech industry provides for extensive expertise in architecture, design and implementation of innovative media technologies and solutions. He holds a bachelor of science degree in computer and information science from the University of Florida and a master of business administration degree from Duke University. You can follow his coverage of the latest innovations on the web at TheInnovationScout.com.

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