Gregory S. Smith - The New Normal in IT

Microsoft Teams, the follow up to Microsoft's Skype for Business solution saw robust growth during the 2020–2021 pandemic as it rapidly scaled the number of concurrent video sessions and added more advanced features like breakout rooms. The organization where I serve as the CIO moved from GotoMeeting to Zoom for scale and feature reasons early on in 2020. We also upgraded our Skype for Business platform to Teams and adopted breakout rooms when Microsoft added that feature in the middle of our remote work environment.

According to IBM, the future of knowledge work will be a combination of virtual and in-person settings. 74 The study by IBM goes on to indicate that 81 percent of respondents indicated “they want to continue working remotely at least some of the time” post Covid-19. 75 Cisco recently reported an upgrade to its WebEx video conferencing solution that includes integration with online storage giant Box and a telehealth video connector to Epic, the healthcare electronic medical records (EMR) provider. 76

According to a recent study of small business, 92 percent converted to virtual meetings via tools like Zoom and WebEx, with 34 percent of respondents finding the tools extremely valuable , followed by 43 percent moderately valuable . 77 The report goes on to indicate the following statistics:

39 percent of small businesses adopted video conferencing for permanent use, whereas 23 percent adopted it for temporary use.

47 percent reported the software increased productivity.

45 percent reported improved engagement with customers.

45 percent reported increased sales.

42 percent reported reduced costs. 78

What's also fascinating about the small business study is that 45 percent of organizations indicated that they would increase their IT spending in 2021 from 2020 by somewhat or much more. 79

Although it's safe to say that a large percentage of organizations adopted or expanded their online meeting/teleconferencing solutions throughout the pandemic, not all had a positive experience with the tools. Following are some of the reported advantages and disadvantages of online meetings:

They can significantly reduce the cost of travel as an alternative.

There's a positive environmental of using online meetings versus travel (ground, rail, air).

It beats trying to find an open physical conference room.

Recordings are easy and can be posted and leveraged for future need on company intranets.

They are useful tools when screening job applicants.

Knowledge workers working from home can avoid traffic and commuting times.

They require extra software (including updates) on computers and mobile devices.

Time differences for online meetings between participants can be sometimes tricky to navigate.

There are technical issues resulting in audio, video, and connections due to a variety of things, not to mention poor quality home Wi-Fi signals or Internet connections.

With too many participants, it's easy for individuals to talk over others.

Some meeting topics just aren't well suited for online meetings with larger audiences, especially when topics get into emotional discussions. 80

Another recent article looked at four specific downsides to online meetings. The author of the article indicated that after attending online meetings all day while working from home, he missed social interaction, balance, and mobility. 81 A second downside, specifically for working parents with children at home (also distance learning with tools like Zoom, Blackboard, and Canvas learning management systems (LMS)), found it challenging to manage work and childcare, with support for their children's online learning environment. 82 A third downside is “inequity in accessibility,” as some families with working parents and students in school can't afford the same levels of high-speed Internet service or modern-day wireless networks (and how to maintain them) from home. 83 Some responsible corporations have been reimbursing staff for better quality Internet service while working remotely, but it's still yet to be seen about whether these financial supplements will continue postpandemic, regardless of whether workers come back to corporate offices or work a hybrid office/remote work schedule. The forth downside is related to security issues like Zoombombing, which can occur as a result of individuals sharing online meeting credentials outside of an organization. 84 CIOs today need to mitigate online meetings from being hijacked by outside entities by providing clear guidance on meeting setup, and staff training and educational sessions about online meeting security. In addition, corporate staff should be trained on related security risks such as phishing, strong passwords, and social threats such as spear phishing to mitigate risks.

I asked my CxO panel a variety of questions about use and usefulness of online meeting and collaboration tools. Their responses follow:

CxO Survey Question: What percentage of your organization staff regularly used online meeting tools prior to Covid-19?

20 percent responded that 40 percent of staff regularly used online meeting tools prior to Covid-19.

40 percent responded that 60–75 percent of staff regularly used online meeting tools prior to Covid-19.

40 percent responded that 100 percent of staff regularly used online meeting tools prior to Covid-19.

CxO Survey Question: Do you anticipate continuing use of online meeting tools like Teams, Zoom, WebEx, etc. postpandemic (assume 2022 forward)?

60 percent responded that they would keep the use the same, while 40 percent responded that they would increase online meeting tools.

CxO Survey Question: For 2022 forward, indicate whether you plan to decrease, increase, or keep the same percentage from the peak of the pandemic (2020) regarding online meeting tool usage?

100 percent responded to keep the same or increase their use of online meeting tools

CxO Survey Question: How satisfied was your organization with your online meeting tools throughout the pandemic?

60 percent responded that they were very satisfied with their online meeting tools.

40 percent responded that they were somewhat satisfied or satisfied with their online meeting tools.

CxO Survey Question: What steps are you taking to make satisfaction higher with online meeting tools?

1 Conduct additional user training to understand features better.

2 Conduct additional communication on technology standards supported along with raising awareness for the Acceptable Use Policy.

3 Conduct an end-user survey to understand the “voice of the customer.”

—DAVID LIN,CISO, Gemology Institute of America, Inc.

After discussing things that went well and things that didn't throughout the pandemic with CIOs, CISOs, and CEOs across the country, I had to ask my CxO panel for their input on what they've learned the most about during the pandemic.

CxO Survey Question: What top-five lessons have you and your team learned during the pandemic? Answers can be technology related, employee behavior, risk management, business continuity, and so forth .

1 Staff fatigue occurs faster when you are looking at a screen for 10–12 hours per day.

2 Increase phishing awareness.

3 Not everyone has a home office.

4 Increase helpdesk resources as people do not always remember how to use the tools.

5 You may need collaboration tools. Just one will not do.