Five Things We Can Learn From Millennials About Collaboration
In the spirit of back-to-school as summer winds down, I thought this would be a timely topic to share here. Aside from gearing up our kids to get back into learning mode, we as UC practitioners could stand to do some learning from them.
Over the past few months, I've seen various perspectives on the emergence of Millennials and what this bodes for communications technologies. I'm also drawing on this for a presentation I'll be making next month, so the topic happens to be top of mind. Whether you call it UC or collaboration, the issues are the same - this demographic represents the future and the industry needs to be aligned with them.
The challenge - as I see it - is that while Millennials are quickly becoming the primary consumers of UC&C applications, the creators of these platforms are from another generation. UC&C vendors may be trending to a younger demographic among their ranks, but pre-Internet thinking is still prevalent, and a generational gap remains that needs to be closed. In that context, I'm going to briefly outline five things the UC space can learn from Millennials when it comes to collaboration.
1. It's personal
If there's one thing that distinguishes Millennials, it's their expectation for personalized experiences. The "me generation" values of the'70s were radical at the time, but are quite tame compared to today. Of course, technology has been a huge enabler of this, and it all started with the aptly-named PC. There was nothing personal about dumb terminals, and it would never cross IT's mind that employees would want anything more.
PC's put everyone on to the path to what we now call the "consumerization of IT," and today pretty much every form of online interaction can be personalized. That certainly holds true for all the mobile applications we use, and Millennials wouldn't want it any other way. You can choose to see this as frilly, selfish behavior, but mass customization is very doable. End users don't pay for UC, so you need to give them a good reason to use it for their workplace collaboration needs. In this regard, vendors need their UC platforms to be easy to personalize, so each end user can see it as being "their UC."
2. It's social
This is another key Millennial characteristic, and it applies equally well to one-on-one communication as it does to working in groups. There is no getting around the impact of social media in our personal lives, and as this spills over into our work personae, UC will simply have to get more social. This topic is regularly covered by UCStrategies, so I don't need to say much more.
UC vendors have not had much success in this area, with Cisco being a prominent example via Quad/WebEx Social. This is just one aspect of being social, but with collaboration being social by nature, vendors have to do a better job learning how to do this in ways that resonate with Millennials.
3. Speed trumps quality
Technology impacts us on many levels, including what we value. The pace of business keeps accelerating as globalization creates a constant state of cutthroat competition. Compounding this is how fast everything happens on the Internet, and how our expectations are measured now in seconds or even less.
When it comes to UC, this means that being able to collaborate quickly carries more weight than doing a perfect job. The same applies in the contact center, with recent research from Interactive Intelligence being a good example of this broad shift in values. These changes may not sit well with most of us, who are grounded in a world where doing a good job is more important than being fast.
Ideally, you want to do both, but Millennials are an always-on generation where multitasking is a given. Slow and steady isn't in their vocabulary, and with real-time applications being a core virtue of UC, vendors need to emphasize how well-suited UC can be for what Millennials value most, either as your employees or your customers.
4. There are no rules
Since there is no standard definition for either UC or collaboration, it's not surprising to see that Millennials will have their own take on things. At face value, that's to be expected, but also poses an existential threat to the UC vendors who built this space. The established market leaders - Cisco, MSFT, Avaya, etc. - did not exactly have Millennials in mind, and this may have something to do with why UC has not caught on as hoped for.
Millennials don't have any particular loyalty to these companies, and will latch on to collaboration applications that speak to them. We don't really know how this will play out, but it's a classic "creative destruction" scenario, where the rules of engagement will be written by the winners. The incumbents will keep their fair share, but others see opportunity to redefine collaboration in Millennial terms. Prime examples would be Google (think Hangouts) and Amazon (think Mayday), and as the cloud gains traction, others are coming. In this context, the only rules that matter are the ones Millennials will follow, and that's the key for long-term success in this space.
5. Digital natives are different
By now you've heard the terms "digital natives" and "digital immigrants," and I'm sure you know which one you are. To learn from Millennials, UC vendors must understand both how and why they are different from the "immigrants." Building on that, you need to see Millennials as being different without judgment for being better or worse. Making comparisons between these demographics is dangerous, especially long-term, since 75% of the workforce is projected to be Millennials by 2025.
Millennials are a new breed, and it takes one to know one. I've touched on some reasons why their concept of collaboration will be different, and that should be your compass for UC. This is one reason why the recent Information Week survey with UC Expert Michael Finneran showed Skype being ahead of far-better known vendors like ShoreTel, Mitel or Unify as leading UC offerings. That data should be taken with a grain of salt, but the point is Millennials will expect a different experience with UC&C than us immigrants. Eventually, they won't just be end users, but UC buyers as well, and if you haven't figured them out by then, you won't likely be in their plans.
Tags
Start YourCustomized Search
SOLUTION AREA
SOLUTION PROVIDERS
- 8x8 (40) Apply 8x8 filter
- Alcatel-Lucent Enterprise (50) Apply Alcatel-Lucent Enterprise filter
- AT&T (44) Apply AT&T filter
- AudioCodes (49) Apply AudioCodes filter
- Avaya (397) Apply Avaya filter
- Cisco (574) Apply Cisco filter
- Dell (11) Apply Dell filter
- Five9 (54) Apply Five9 filter
- Fuze (39) Apply Fuze filter
- Genesys (100) Apply Genesys filter
- HP (98) Apply HP filter
- IBM (171) Apply IBM filter
- Jabra (9) Apply Jabra filter
- Logitech (56) Apply Logitech filter
- Lumen (4) Apply Lumen filter
- Masergy (50) Apply Masergy filter
- Microsoft (766) Apply Microsoft filter
- Mitel (233) Apply Mitel filter
- NEC (128) Apply NEC filter
- Nectar (58) Apply Nectar filter
- Polycom (95) Apply Polycom filter
- Ramp (37) Apply Ramp filter
- RingCentral (126) Apply RingCentral filter
- Sennheiser (18) Apply Sennheiser filter
- Slack (13) Apply Slack filter
- Tata Communications (59) Apply Tata Communications filter
- Unify (186) Apply Unify filter
- Vonage Business (80) Apply Vonage Business filter
- Yealink (8) Apply Yealink filter
- Zoom (21) Apply Zoom filter
- Acme Packet (24) Apply Acme Packet filter
- Allworx (2) Apply Allworx filter
- Arkadin (22) Apply Arkadin filter
- Aspect (34) Apply Aspect filter
- BT (25) Apply BT filter
- CaféX (8) Apply CaféX filter
- CallTower (14) Apply CallTower filter
- Clarity Connect (10) Apply Clarity Connect filter
- Continuant (1) Apply Continuant filter
- Damaka (4) Apply Damaka filter
- Dialogic (5) Apply Dialogic filter
- Dimension Data (44) Apply Dimension Data filter
- Empirix (11) Apply Empirix filter
- Enghouse Interactive (17) Apply Enghouse Interactive filter
- Inference Solutions (9) Apply Inference Solutions filter
- IntelePeer (27) Apply IntelePeer filter
- IR (11) Apply IR filter
- Jive (21) Apply Jive filter
- Kurmi Software (21) Apply Kurmi Software filter
- Lifesize (33) Apply Lifesize filter
- Lightware (3) Apply Lightware filter
- Mavenir (6) Apply Mavenir filter
- Modality Systems (8) Apply Modality Systems filter
- Momentum (36) Apply Momentum filter
- Netfortris (5) Apply Netfortris filter
- NetSapiens (6) Apply NetSapiens filter
- NewVoiceMedia (31) Apply NewVoiceMedia filter
- Nureva (26) Apply Nureva filter
- NUWAVE (5) Apply NUWAVE filter
- Orange (32) Apply Orange filter
- OVCC (8) Apply OVCC filter
- Panasonic (18) Apply Panasonic filter
- PanTerra Networks (9) Apply PanTerra Networks filter
- ScanSource (21) Apply ScanSource filter
- SIPPIO (3) Apply SIPPIO filter
- Snom (20) Apply Snom filter
- Star2Star (8) Apply Star2Star filter
- StarLeaf (12) Apply StarLeaf filter
- Tadiran Telecom (2) Apply Tadiran Telecom filter
- TekVizion (9) Apply TekVizion filter
- Unimax (7) Apply Unimax filter
- Verint (41) Apply Verint filter
- Voice4Net (2) Apply Voice4Net filter
- VOSS (85) Apply VOSS filter
- Voxbone (14) Apply Voxbone filter
- West (28) Apply West filter
- XO Communications (3) Apply XO Communications filter
- Yorktel (17) Apply Yorktel filter
- Zultys (2) Apply Zultys filter
- 3CX (8) Apply 3CX filter
- ADDASOUND (1) Apply ADDASOUND filter
- Aerohive (1) Apply Aerohive filter
- Aryaka (1) Apply Aryaka filter
- Asurion (22) Apply Asurion filter
- Avnet (7) Apply Avnet filter
- Bandwidth (5) Apply Bandwidth filter
- Calabrio (5) Apply Calabrio filter
- Consilium Software (13) Apply Consilium Software filter
- Drum (5) Apply Drum filter
- ESI (6) Apply ESI filter
- Esna (16) Apply Esna filter
- Exinda (2) Apply Exinda filter
- EZuce (3) Apply EZuce filter
- GUnify (6) Apply GUnify filter
- Highfive (4) Apply Highfive filter
- Huawei (47) Apply Huawei filter
- Imagicle (3) Apply Imagicle filter
- IPCortex (1) Apply IPCortex filter
- KnoahSoft (1) Apply KnoahSoft filter
- KOVA (1) Apply KOVA filter
- Logmein (9) Apply Logmein filter
- Metropolis Technologies (4) Apply Metropolis Technologies filter
- Mutare (2) Apply Mutare filter
- NextPlane (27) Apply NextPlane filter
- Ooma (16) Apply Ooma filter
- Patton (11) Apply Patton filter
- Radish Systems (1) Apply Radish Systems filter
- Radisys (3) Apply Radisys filter
- Shango (1) Apply Shango filter
- SMART (163) Apply SMART filter
- Stack8 (1) Apply Stack8 filter
- Swyx (1) Apply Swyx filter
- TrueConf (4) Apply TrueConf filter
- UJET (13) Apply UJET filter
- Voximplant (3) Apply Voximplant filter
CONTENT TYPE
- BC Expert Insights Market (43) Apply BC Expert Insights Market filter
- BC Expert Insights Objective - Vendor Neutral (42) Apply BC Expert Insights Objective - Vendor Neutral filter
- BC Expert Insights Planning (15) Apply BC Expert Insights Planning filter
- BC Expert Insights Solution (12) Apply BC Expert Insights Solution filter
- BC Expert Insights Vendor (80) Apply BC Expert Insights Vendor filter
- BC Expert Insights Vendor Solution (145) Apply BC Expert Insights Vendor Solution filter
- BC Expert Roundtable (133) Apply BC Expert Roundtable filter
- Bcs Webinar (0)
- Bcs Webinar Registration (0)
- Best Practice (38) Apply Best Practice filter
- Buyer Guide (14) Apply Buyer Guide filter
- Case Study (29) Apply Case Study filter
- Executive Interview (145) Apply Executive Interview filter
- Expert Roundtable (450) Apply Expert Roundtable filter
- Guest Contributions (35) Apply Guest Contributions filter
- Multimedia (38) Apply Multimedia filter
- News Analysis (2081) Apply News Analysis filter
- Newsfeed Article (1303) Apply Newsfeed Article filter
- Newsfeed Article (1) Apply Newsfeed Article filter
- Thought Leadership (21) Apply Thought Leadership filter
- Vendor Collateral (211) Apply Vendor Collateral filter
- Vendor Resource Best Practices (24) Apply Vendor Resource Best Practices filter
- Vendor Resource Buyers Guides (2) Apply Vendor Resource Buyers Guides filter
- Vendor Resource Multimedia Content (4) Apply Vendor Resource Multimedia Content filter
- Vendor Resource White Paper (4) Apply Vendor Resource White Paper filter
- Webinar (13) Apply Webinar filter
- Webinars (7) Apply Webinars filter
- White Paper (64) Apply White Paper filter
MORE FILTERS
INDUSTRY
- Banking And Investment (800) Apply Banking And Investment filter
- Education (446) Apply Education filter
- Energy And Utilities (487) Apply Energy And Utilities filter
- Finance (12) Apply Finance filter
- Government (675) Apply Government filter
- Healthcare (482) Apply Healthcare filter
- Hospitality (180) Apply Hospitality filter
- Insurance (100) Apply Insurance filter
- Manufacturing (704) Apply Manufacturing filter
- Media/Publishing (422) Apply Media/Publishing filter
- None (43) Apply None filter
- Professional Services (745) Apply Professional Services filter
- Retail & Distribution (798) Apply Retail & Distribution filter
- Technology (1611) Apply Technology filter
- Transportation (110) Apply Transportation filter
Comments
There are currently no comments on this article.
You must be a registered user to make comments