Consumer voice and messaging 2.0 - understanding and meeting user needs
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Introduction
In this briefing report we summarise key ideas about the role of telephony and personal messaging for consumers, and suggest a framework for helping current and new services evolve to meet users’ future needs. We consider the central role of presence, and dissect the different user requirements of communications, in terms of functional and social benefit.
Who should read the report
Group Strategy Director, business development and strategy teams, CIO, CTO, CMO, Product and Proposition Executives
Excerpt
Telco voice and messaging products have stagnated – barely changing in 50 years – but the internet offers new threats and opportunities for operators in this area. Management must understand what really drives communication so that they can enhance their core services for the Telco 2.0 world.
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Contents
- Introduction: the mystery of voice
- Telephony as a feature, not a service
- The value of voice is not just speech minutes
- Talk may be cheap, but time is not
- Inversion of the telephony business model
- Introducing the concept of 'social value'
- Users' goals: information, collaboration & gossip
- The role of narrative and chatter
- Presence: misunderstood, but valuable
- Understanding presence
- Absence vs. presence
- Presence: the core of communications value
- Value beyond presence: costs & benefits
- Eight functional benefits of personal comms
- Example: mapping PSTN functional value
- Improving the functional user experience
- Five social benefits of personal comms
- Example 2: value proposition of SMS
- Social rating of current communications media against user benefits
- User needs: further considerations
- Conclusions
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Non-Members: please see here for how to access this content or go straight to buy here.