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Handhelds and Wireless Email
Rob AverbachWilmington TrustPresented for AIIM William Penn ChapterJune 10, 2005
© 2005 Rob Averbach
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 2
Agenda
Wireless Definition Evolution Other Techno-Jargon Enterprise Architecture Components Implementation Considerations Main Carriers and Software Vendors
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 3
Wired Definition
Main Entry: wiredPronunciation: 'wIrdFunction: adjective
1. reinforced by wire (as for strength)
2. furnished with wires (as for electric connections)
3. bound with wire <a wired container>
4. having a wirework netting or fence
5. feverishly excited
* From www.m-w.com
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 4
Wireless Definition
wire·less
Pronunciation: 'wIr-l&s
Function: adjective
1. having no wire or wires
2. chiefly British : of or relating to radiotelegraphy, radiotelephony, or radio
3. not having wires which causes feverish excitement (per Rob)
* From www.m-w.com
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 5
Evolution
Day of Dinosaur
Islands of Automation
More Integration
Data Only Converged Devices
Transport / Communi-cation
Telephone US Mail
Corporate Network – internal access only
Serial Port /USB
Cellular Internet Cellular WIFI Blue Tooth
Tools / Devices
Paper Calendar
Fax Typewriter
Email /Calendar internally
Stand-alone PDAs
Synchronized PDAs with email (Outlook and Notes)
Data-only Totally
wireless or some synchro-nization
Smart-phones
Converged Devices
Totally Wireless
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 6
Growing Business Need
Faster response to client needs External Internal
Save time and keep organized on the road; no need to plug in and dial in.
One device for email, phone, calendar
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 7
Other Techno-Jargon
WIFI BlueTooth Cellular Messaging
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 8
Wireless Techno-Jargon -- WIFI
High speed access from your device to a local network access point
802.11 specification: a, b & g – different speeds and frequencies
Hot Spots See http://www.wi-fi.org
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 9
Wireless Techno-Jargon -- Bluetooth
An open standard for short-range communications of data and voice between both mobile and stationary devices.
Creates Wireless Personal Area Network (PAN)
Uses: Remote Headset for Cell
phone Printing Networking
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 10
Wireless Technologies -- Cellular
Technology DescriptionGSM -- Global System for Mobile communications
Widely used digital mobile phone system Standard in Europe Frequencies: 800, 900, 1800 and 1900 MHz
frequency bands
GPRS -- General Packet Radio Service
a radio technology for GSM networks Allows ability to charge by amount of data sent
rather than connect time. flexible data transmission rates typically up to 20
or 30 Kbps A 2.5G enhancement to GSM
TDMA – Time Division Multiple Access
Operated in US, Latin America, New Zealand, parts of Russia and Asia Pacific
CDMA – Code Division Multiple Access Method
CDMA allows multiple frequencies to be used simultaneously.
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 11
Wireless Technologies -- Generations of Cellular
Generation Description
1G Analog, circuit switched Poor quality Being phased out
2G Digital Technology - GSM, TDMA and CDMA. Faster rate for voice and some data capabilities, like SMS
2.5G Extension of 2G GPRS and EDGE for data
3G Support higher bandwidth applications like video. See www.3gpp.org
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 12
Messaging Techno-Jargon
SMS – Short Message Service – allowing text messages of up to 160 characters to be sent and received from device to device. Also can send messages from web interface
MMS – Multimedia Messaging Service – extends text messaging to include longer text, graphics, photos, audio clips, video clips, or any combination of the above, within certain size limits
Push vs Pull Technology Push – Messages are pushed to the user’s device from the
email system Pull – Messages are requested by the device and pulled onto
the system
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 13
Wireless Techno-Jargon Definition Sites
Previous definitions were pulled from several sources http://www.polyphonic-ringtones-ring-tones.co.uk/glo
ssary.html#
http://www.phonescoop.com/glossary/
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 14
Enterprise Architecture – Layers of components
Device
Make/Model (e.g., Nokia, Samsung, Siemens)
Operating System (e.g., Pocket PC, Palm OS, Blackberry
Application Software (e.g., Blackberry, Good)
Carrier and it’s Network (Verizon, Cingular)
Internet
Your Network – WAN/LAN
Server
Operating System (e.g., Windows)
Application Software (e.g., Good or BlackBerry)
Enterprise Calendar System (e.g., Outlook or Notes)
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 15
Enterprise Selection / Implementation Considerations
Costs and functionality for: Carrier Device Enterprise and Device Software
International Support User Training Data and Security Asset Management Etiquette Miscellaneous
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 16
Enterprise Implementation / Selection
Component Cost Functionality
Carrier Plan Cost Voice Data
Roaming Plan Length
Coverage Domestic International
One point of contact for all location orders
Device Device Itself Accessories Insurance
Ease of use Durability Size/Weight Battery life Quality of reception Color vs. B&W
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 17
Enterprise Implementation / Selection
Component Cost Functionality
Enterprise and Device Software
Licensing – device vs. server
Maintenance Subscription Other
software to enhance experience
Ease of use Accurately Synchronize Integration with your enterprise Email system No Desktop Install – all wireless and “Over the
Air Upgrade” Ability to see WYSYWIG DOCS – Potentially
more costly to download “Kill Pill” to remove data remotely Closely matches current Email, Calendar, To-
do, etc functionality Web Capability
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 18
Carriers and Devices
Each carrier has different coverage Some carriers have international coverage Some carriers have international coverage for voice
only Need to check DATA and VOICE coverage
SIM Locked – Some devices are locked to a particular carrier and therefore you cannot use SIM from another carrier.
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 19
Carriers and Devices
One vendor may not work for entire enterprise solution due to coverage or cost. May need to use multiple based on location of user base. Cingular for US, Vodaphone for England Verizon for NE USA, Sprint for Florida
Try not to be swayed by individuals wanting carriers that are used by their family. This is a business decision.
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 20
International
Need to check roaming partners for carrier in the location that your business folks travel (www.gsmworld.com)
Some roaming partners only support voice and not data
Check roaming costs for VOICE and DATA. Data Usage is generally not high, unless using Web and downloading WYSIWYG docs
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 21
International Roaming
* From Cingular Web Site
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 22
International (cont’d)
T-mobile Germany is not necessarily the same as T-mobile in the USA; generally are separate companies.
Need electrical adapters for chargers Keyboard – Qwerty vs. Other Make sure phone book has “+ Country Code”
entered (e.g. +1.215.555.1212)
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 23
International Roaming
* From GSMWORLD Web Site
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 24
Support
Give devices to Help Desk Train them Setup special team, especially if
executive use Obtain support numbers for Carrier
They should be your primary support for the device
Negotiate support on the software too
Larger clients may be able to get “special” number
Obtain support numbers for software vendor
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 25
User Training
Who are the users? Execs Sales Management Tech Support
Give users training with some troubleshooting tips / reference card One-on-one with Execs Ask Carrier or Software
Vendor to do training for rollout
Tailor training to user
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 26
Data and Security
Corporate Data and Security Ability to send “Kill Pill” Battery is Dead, Data is not! Password Protection Virus Protection on PDAs
Ability for user to install software installation on PDA’s
Patching capabilities
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 27
Asset Mgmt and Billing
Carrier should give you flexibility of changing plans without penalty -- negotiate
Decide payment process: Time & Exp by Employee Charge back mechanism
Tracking of Assets – Software Who is using it Serial #’s Carriers Cost centers Repairs and replacements
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 28
Etiquette
Device can be addicting, please remember: Do not read or check
calendar in a meeting, until there is a need
Turn device to vibrate in meetings
Do not drive and read email
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 29
Miscellaneous
Make sure you have an QA/Test Environment – To test new versions
Small footprint of device does not allow for ease of
viewing large web pages Some websites are “WAP-
compatible” ex: http://wap.yahoo.com
Devices tend not to be able to receive or send email while on the phone – Messages queued up until off the phone
Consider Data Only
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 30
Experience with Enterprise Solutions
Good Software www.good.com
RIM/Blackberry www.rim.com www.Blackberry.net
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 31
PDA/Converged Operating System Device – Main Players
PALM OS Pocket PC (Microsoft) Blackberry
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 32
US Main Carriers
Verizon Nextel T-Mobile Cingular and formerly ATT Sprint
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 33
International Carriers – Country Specific
Vodaphone Orange O2 T-mobile Telstra SFR Others – http://www.gsmworld.com
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 34
Bottom Line:The Proof is in the Pudding
Pilot the Device/Carrier/Software in small numbers Tech folks Savvy business users
Ask the carrier for more detailed coverage stats for targeted use areas – marketing maps are vague
Hit the major locations Make sure “Bug-free” Provide pilot users with a list of
questions prior to the pilot and get timely feedback after the pilot
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 35
Hurricane Ridge, 5000ft above sea level……
Handhelds and Wireless EmailPresented to AIIM William Penn Chapter
© 2005 Rob Averbach
June 10, 2005 36
Questions