As I wrapped up my monthly forecast call last week, it struck me just how drastically work has changed in the last decade. It was 10 p.m. and I was in my hotel room in Macau, face-to-face with sales team leads in Singapore, the U.K., Switzerland, and the U.S., over video. Ten years ago, mobile phones were just phones, and for many, the office was where you met with co-workers and got your work done.
Today we’re mobile. Our workforce is globally distributed. Deadlines are shorter than ever. We need to make decisions faster. With multiple generations in the workforce, we must accommodate a wide range of behaviors, outlooks, expectations, and work styles. To stay competitive, we need to look beyond commute distance to find the best talent.
I’ve said before that embedding collaboration technology into workplace design is critical to the success of any workplace transformation effort. Our activity-based work spaces must give employees secure, seamless access to the information they need to get their jobs done. But this must also extend beyond the walls of our offices so we can collaborate no matter where we are – at home, at a customer site, inflight at 30,000 feet, or in a hotel room in Macau.
On a recent visit to my doctor’s office, I observed something that I probably wouldn’t have paid much attention to in the past: When a nurse called the next patient back for her appointment, a young girl also stood up and explained that her mother didn’t speak English well and asked to accompany her to interpret.
I live right outside of Washington, D.C., which is fortunately a culturally diverse area so I am used to hearing different languages on a day-to-day basis. I guess I never really considered the impact of not speaking English when it comes to seeking medical care. Luckily, the example above, seemed like a routine office visit, but it got me thinking about what would happen in an emergency situation where seconds count.
Paras and Associates know this scenario all too well as they provide real-time language interpreters for healthcare environments using video collaboration. PAA’s service ensures that patients anywhere in the country, who speak any language, can gain access to high quality medical interpretation in an instant. Video communications has played a significant role in their practice and has significantly reduced “lost in translation” errors by allowing doctor, patient and interpreter to see each other’s faces. The power of video overcomes language barriers that can often be misinterpreted over the phone … and herein lies my passion.
I’ve had the pleasure of getting to know Melinda Paras, PAA’s president and CEO. Melinda is a veteran of the medical industry and saw a need to deliver a better “business outcome” to patients and medical staff. In this case, the business outcome could mean the difference between life and death.
At Cisco Live, Hans Hwang, VP of Cisco Advanced Services spoke with Todd Walthall, Vice President, Digital Servicing Integration from American Express about how they are taking their customer service to the next level. By partnering with Cisco, American Express is piloting video chat capabilities in their American Express iPad application. With a push of a video icon button on an iPad, a video window appears, and a customer connects directly to a customer service representative to receive concierge service.
Seeing this demo reminded me of a recent session I had the opportunity to attend where Rob Honts from Accenture presented on customer retention and loyalty, which is part of their annual Global Consumer Pulse Research survey. One of the key findings that Rob highlighted from the survey is that the number one reason customers stay with and switch their service provider is due to customer service. Not convenience. Not product. Dare, I say it? Not brand. But customer service. Read More »
First we rolled out the MSE tech blog series to give our customers an in depth look at the various features of the location-based technology behind Cisco’s Mobility Services Engine (MSE) and Connected Mobile Experiences (CMX) solution. Now, we’re kicking off a CMX Techtorial video series to provide a visual and helpful walkthrough of how to maneuver and get started with CMX and location-based services.
First up, we have the charismatic Darryl Sladden, Technical Marketing Manager for CMX, taking us through CMX 7.6 Analytics. In this quick video, Darryl will cover:
What is CMX 7.6 Analytics?
What is the analytics dashboard?
How do I visualize dwell time, heat maps, device density?
What kinds of reports can you get with CMX 7.6 Analytics?
Not all corporate videos are created alike so I will break the discussion down into different categories of video. Additionally I will give a range of costs in US dollars with the core assumption that professional resources (aka people and equipment) are being used and any travel expenses are separate. All videos are no more than about 5 minutes in length.
Keep in mind that if you can get Joe in the Marketing Department that has a video camera and can edit to help for free that does not mean the cost of the video is free. There is an intrinsic value in Joe’s time, expertise and the use of the equipment.
Category 1: A basic talking head video. Example:
The first category is a basic video with just one person talking to the camera. No script, no graphics and little or no editing. Can be done with a cell phone for a cost of $0 but quality could be an issue. At the other end of the range would be a camera crew of 1-2 people to setup a camera with nice lighting, maybe a teleprompter, and an hour or two of editing out the mistakes for a cost of up to $2,000. So, a Category 1 video has a cost range of $0 to $2,000.
Category 2: A basic 1-2 person video with limited graphics. Example:
Add some basic graphics and perhaps a second person to the Category 1 video and you have increased your costs slightly. Now you must do some editing to insert the graphics or do the taping with more elaborate equipment to “switch” in the graphics. If the two people are on camera together then quality sound is an issue that might require 2 microphones and an audio mixer. If the people are taped separately then more editing is required. Cost range $1,500 to $4,000.
Category 3: A basic scripted video with narration, on camera talent and limited graphics. Example:
Category 3 takes the jump into simple scripted videos. Perhaps it is an internal training video or a product overview. You have 3 core costs: script, 2-3 person video crew and editing. There are a lot of variables such as non-professional talent vs. professional actors, professional scriptwriter vs. in-house writer and the numbers of days and locations for taping. Typical cost range $5,000 (non-professional writer and talent) to $25,000 (professional writer and talent).
Category 4: Testimonial or success story. Example:
Category 4 is the basic testimonial or success story. The core expense is the on-location tapings with an experienced video crew that can setup quickly and not be too invasive. Selecting and editing the comments into a cohesive story can be time consuming. Typical cost range $15,000 to $40,000 (remember that travel expenses are not included in the ranges).
Category 5: A complex scripted video with narration, graphics and on camera talent. Example:
Category 5 moves up the scale to create a more engaging or fun video. Perhaps it is a marketing video or something motivational. Costs include: professional scriptwriter, actors, 3-4 person video crew, professional graphics and/or animation and editing. Every component becomes more critical in this type of video and lack of quality in any component can hinder the effectiveness of the video. Typical cost range $30,000 to $70,000.
Category 6: A complex scripted video with an analogy, motion graphics, and complex location video shoots. Example:
Category 6 pulls out the stops to create a visual experience. The script must be more precise and visual. The video crew and type of equipment required is high end. Editing becomes much more expensive to incorporate the graphics. Typical cost range $50,000 and up.
Of course not everything fits into these neat categories but this can help identify a budget and frame the discussion with your video production resources. Good luck….