Amna Aldhaheri h00020067 Chatter

8/2/2019 Amna Aldhaheri h00020067 Chatter

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Dubai Higher Colleges of Technology

Bachelor Program Business Information Technology

Technology Research

Prepared by: Amna Saleh Al Dhaheri

ID: H00020067

Email: [email protected]


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2 | P a g e | A m n a A l D h a h r i | H 0 0 0 2 0 0 6 7

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Introduction .................................................................................................................................................. 3

Chatter Enterprise Collaboration .................................................................................................................. 4

Cost/Benefit Analysis .................................................................................................................................... 6

Problems & Disadvantages ........................................................................................................................... 8

Domain of Use ............................................................................................................................................... 9

Impact of Technology on Organization, Individual ..................................................................................... 10

Future Development ................................................................................................................................... 11

Conclusion ................................................................................................................................................... 13References .................................................................................................................................................. 14


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IINNTTRROODDUUCCTTIIOONN

This report is written for the course ITEC N453 IT Practices. The report purpose is to write

about a new technology that can be used in organizations. The salesforce chatter is selected

because of several reasons.

1) I found this technology is interesting and I believe its features will make a hugedifference in the organization

2) This technology is so reliable and secured which will be perfect for the organizations3) Having such social tools in salesforce.com and force.com platforms for free, it will

make it be used in thousands of organizations

4) Social networking became a part of almost every person so it will not be difficult forthe employees to figure out how to use such tools

5) Chatter is a new era of social CRM6) It keeps employees to stay connected with coworkers, deals, projects and more


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CCHHAATTTTEERR EENNTTEERRPPRRIISSEE CCOOLLLLAABBOORRAATTIIOONN

Chatter innovated a new world of collaboration for organizations in a secured environment.

It helps the employees and the senior management to be always up to date about the

important projects and deals so it can be easily make efficient decisions.

With chatter, the collaboration will be much easier and faster. With real time feeds and

updates on people, groups and documents, it will assist the organization to win more

business, satisfy the customers and make better decisions.

Chatter Features:

1

Profiles

The profiles information helps the employees to know each other better. It also makes

them expanding their networks with experts and others which will increase productivity

[1].

2

Status Updates

Updating statuses will inform others and Keep them up to date in what your current

tasks are and to share the important news. Add to that, it will decrease the effort

duplication and will prevent from the unneeded email traffic[1].

3

Groups

Employees can create groups to have better performances. In these groups, they can

share information with the teammates, working together on the same documents, and

also to collaborate on main tasks [1].

Salesforce implemented a Groups tool for users. This allows users to create public or

private groups for sharing information and to communicate about projects[8]


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4

Document Sharing

Work together on documents and they are easily found and searched after months or

years later on in a secured way [1].

5

App Updates

If you already registered to salesforce.com and force.com platforms, they can be

integrated with them which will enhance it and make it more productive[1].

6

Feeds

The employee can monitor people, groups, documents and application data which are

very essential for the employee in one place [1].

7

Security and Sharing Model

The specific employees can share the information and the confidential information can

be shared privately and safe [1].

8

Social

It brings approaches from Facebook and Twitter so the employee can monitor his all

communities in one place [1].

9

Analytics

With so many activities on the chatter, some analytics are needed. The chatter

analytics can generate real time reports about user adoption and how to develop the

collaboration [1].

10Mobile and desktopThe chatter will also be available with usable interface in several devices such as

blackberry, iPhone, iPad and Android[1].


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CCOOSSTT//BBEENNEEFFIITT AANNAALLYYSSIISS

1 Chatter will be immediately available for free for the users of Salesforce.com and

force.com platforms which consist of more than 160,000 applications [8]

2The employee can follow other coworkers up-to-date activities, group events, updated

documents and other important feeds for the employee duty[2]

3

It will be much easier for the sales managers and other departments managers to

monitor the employees performance, concern on the important deals and prevent the

firm from potential dangers[3]

4Chatter provides security and privacy which will be convenient for the firms and make

it trustworthy[3]

5

Chatter is much convenient for the employees who used previously emails or instant

messenger. This means that, chatter is easier than emails to collaborate and the

conversations will be saved and retrieved which will be better than IM [6]

6It will enable users to keep in touch when they are not in offices using the chatter app

on the mobile phones [5]such as BlackBerry, iPad, iPhone, iPod and others [9]


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7From the technical point, the developers can retrieve data from any native application

they use into the chatter feeds[7]

8Developers can also build new apps or extensions that depend on the chatter app

which can be used on their firms or to sell them to other customers[8]

9

Making the chatter integrated with the existing systems (salesforce and force

platforms) will make it easy for the end users to accept it better than providing it as a

new service or product[8]

10Chatter is free for all salesforce.com and force.com platforms users. However, a

standalone chatter only license is available for $15 per user monthly[2]


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PPRROOBBLLEEMMSS && DDIISSAADDVVAANNTTAAGGEESS

1

The chatter is limited to some formats such as pdf documents, spreadsheets and

presentations that can be shared in the system. This means that other multimedia

formats are not available yet [7]

2Chatter can also filter the Facebook and twitter feeds which might be destructing

for the coworkers and wasting time for the company[7]

3

The chatter mobile is not released yet and will be released in late 2010. It will also

be available for the Android devices in the first half of 2011[9]

4There is no link between the Mobile CRM which is used for the salesforce and force

platforms with the chatter mobile application yet [10]

5Too many feeds, services activities, customers and workers updates might be for

some employees so confusing [10]


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DDOOMMAAIINN OOFF UUSSEE

Chatter can be used in any firm which needs to be interacted with the customers, clients

and sales. As mentioned previously, the chatter is also provided for the users of the

salesforce and force platforms.

There are different industries which will be able to interact using the chatter. Below it can be

seen the industries and some organizations that can use chatters from each industry [11].

Industry Organizations

Business Services AlliedBarton Security Services, Anoit, Barcom,

Business in the Community, Cambridge

Bioscience

Communications & Media AAPT, ADTRAN, ASCAP, Bella Pictures,Bandwidth.com, Associated Newspapers Ltd

Distribution & Retail Boots, Cosine, Distrilogie, Neff Rental, Ryder

Energy & Chemicals Ashland, SunEdison

Financial Services BOK Financial Corporation, CPP, CoreLogic

Credco, Daiwa Securities, E*TRADE FINANCIAL

Healthcare Care Rehab, Dako, Astra Tech, Jobscience

Hi-Tech Hardware EFI, Analog Devices, Dell, Captor, Barco

Hi-Tech Software & Service Acceleration, Arieso, Astaro, Borland, BakBone

Insurance Allianz Commercial, American Home Shield, Aon,

Standard Life, Phoenix Companies

Manufacturing Alava Ingenieros, Carglass, JLG, Kerry

Ingredients and Flavours

Travel & Transportation American Medical Response, Egencia, an Expedia

Inc. Company, Greyhound Canada, Hotwire

Pharmaceuticals & Life Science FFF Enterprises, Innovex, PerkinElmer, Solvay,

Sanofi Pasteur MSD

Nonprofit, Education, & Public Sector Arlington Economic Development, Chicago

Housing Authority, Freeplay Foundation


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IIMMPPAACCTT OOFF TTEECCHHNNOOLLOOGGYYOONN OORRGGAANNIIZZAATTIIOONN,, IINNDDIIVVIIDDUUAALL

1

Increasing the Power of Connections:

Using chatter makes the connections more collaborative and efficient. If one employee

has a problem and updates his status about that, many employees can resolve the

problem for him in the real-time [12].

2

Ability to Track Deals Instantly:

For those interested employees can follow deals status on chatter. In hence, when a

deal is updated or closed, they can know instantly. [12]

3

Figure Out Competitors' Weaknesses:

Using such applications, it will help the employees to perform better than other

competitors and discover their weaknesses so they have a chance to provide unique

and different products and services with high quality. [12]

4

Allocating Content for Customer Meetings:

Sales reps can distribute presentations before meetings so they can get faster

feedback from the customers and exploit time as a result of non-limited file size.

Furthermore, it will help them to collect data to refine their products and services

which make them better and stronger in the field. [12]

5

Engage Executives with Everyone:

Senior management can follow and interact with the middle management and other

employees in real time. For example, the manger can get the answer for his sales

queries even if the employee is not in the office or waiting till the sales meetings. [12]

6

Integration with Salesforce.com CRM:Making each deal has its own chatter feed, it increases the collaboration and customer

communications. It is stated that chatter increased 25% in collaboration, 10% in

productivity and reduced about 15 20% email communications. [12]


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7

Explore Hidden Connection

If any employee needs to connect with other organizations to make deals, he can ask in a status

and others might help them to find correct people to ask. This means that the deals are likely to

succeed due to the recommendations and friends connections.[2]

8

Tighten the Coworkers' Connections

Employees can work better and know each other which make the work environment more positive

with good morale. In addition, it will make new connections with coworkers which tighten the

work relationships.[3]

9

A Way for the New Employees to Get Involved

It the best way for them to know more about other employees and their skills and duties. For

other employees, they can know about the new employees and their skills.

10

Employees' Better Performances

When the employee can get all information he needs organized and updated, his performance will

get noticeably better and can finish more tasks than before.[3]

11

A Way for the Developers to Build more Efficient Apps

Developers can create more apps that are depended on the chatter features and the new

applications can be followed from the chatter and their updates can appear in the home feeds

which make it easy for the interested employees.[7]

12

Mobiles Apps Make a Difference

With mobiles applications, the employees are more connected than before, and there is no needto be in the office or using the desktop application to stay tuned. In hence, this will make them

more collaborated and active.[5]


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FFUUTTUURREE DDEEVVEELLOOPPMMEENNTT

Chatter 2 has been released last month which added several new social features to the

chatter. The new features are elaborated below.

1

First of all it includes filters which the user can filter their feeds by people, groups

and other records to find related posts. Chatters Topics will allow the employees to

link their feeds with other posts and comments which are about the same topic by

using the hashtag character (#).[13]

2

Chatter recommendations give the employees suggestions to add coworkers and

join groups. It uses criteria for these recommendations entail mutual connections,

followers' numbers and management hierarchy. As for the groups, it depends on

the popularity and if it is related to the job title. [13]

3

With chatter search feature, employees are able to search across all chatter feeds,

profiles and updates. In addition, the employees can receive a daily or weekly email

of the latest posts from the feeds and the groups'. [13]

4

Chatter is also available by using Adobe AIR desktop application which has the

same functionality of a web application. The advantage of this is to be notified

instantly in a pop-up alerts in a side on the screen. [13]

5

Admins can also create analytics reports and dashboards on chatter across the

employees and their followers, feeds, comments, groups, members and their

comments. Employees can also share and store multiple types of media using the

chatter file app. Add to that, employees can follow and receive reports and their

updates on their home feeds. [13]

6

Dashboard chatter enables employees to get more information about sales and

close rates in real-time. Employees will also be able to track on calendar and

meetings agendas. [13]


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CCOONNCCLLUUSSIIOONN

To sum up, I believe the salesforce chatter will change the meaning of the enterprise and

will make the CRM social and will increase the collaboration. I believe chatter is very curial

for big organizations because it will increase the productivity and efficiency. Add to that, this

will affect their products and services to make them better and different.

Using chatter leads them to make better deals and keep the interested followers updated in

real-time. From my point of view, chatter will be adopted by end users because they are

likely used to it due to social networking such as Facebook and Twitter.


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RREEFFEERREENNCCEESS

[1] Salesforce Chatter.salesforce. N.p., n.d. Web.20 Nov.

2010..

[2] Kanaracus, Chris.Salesforce.com releases Chatter social collaboration.infoworld. N.p.,

n.d. Web.21 Nov. 2010..

[3] Salesforce Chatter The True Benefits.shamrockcrm. N.p., n.d. Web.22 Nov.

2010..

[4] Bradley, Tony.Salesforce.Com Chatter is Social Media with a Business Twist.cio. N.p.,

n.d. Web.22 Nov.

2010..

[5] Herrick, Chloe.Salesforce launches Chatter Mobile as social media grows in

enterprise.techworld. N.p., n.d. Web.21 Nov.

2010..

[6] Breikss, Chris.Salesforce Chatter Spells the Death of the Intra.6smarketing. N.p., n.d.

Web.25 Nov. 2010..

[7] Garber, Adrienne.EdLab Review- Salesforce.com Chatter.edlab. N.p., n.d. Web.25 Nov.

2010..

[8] Warren, Christina.Salesforce Chatter Now Available to the Public.mashable. N.p., n.d.

Web.24 Nov. 2010..

[9] Shread, Paul.Salesforce.com Chatter Goes Mobile.ecrmguide. N.p., n.d. Web.23 Nov.

2010..

[10] Henschen, Doug.Facebook Wannabe Salesforce.com Intros Chatter

Mobile .informationweek. N.p., n.d. Web.24 Nov.

2010..

[11]Success Stories.salesforce. N.p., n.d. Web.22 Nov.

2010..

[12] Shread, Paul.Six Ways That Salesforce.com Uses Chatter.ecrmguide. N.p., n.d.

Web.22 Nov. 2010..
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Amna Aldhaheri h00020067 Chatter