Computer tool helps manage time more effectively, reduce e-mail traffic

  • Published
  • By Alessandra Mings
  • U.S. Air Forces in Europe Public Affairs intern
RAMSTEIN AIR BASE, Germany --  A seemingly simple chat program installed on unclassified and classified government networks is a fast and efficient way to reduce e-mails and help manage time more effectively, according to Tim Gowens, U.S. Air Forces in Europe Communications Directorate Knowledge Operations team lead.

Office Communicator provides more than chat capabilities - it's a collaboration tool helping enhance government employees' ability to be more effective while on the job. It saves time by receiving real-time feedback or answers via instant messaging, global address search, a contact availability feature, forms of callback, conference calls, web chat, simultaneous file sharing and editing, screen sharing, as well as expanding emergency notification capabilities.

"It's often easier to ask a question and get a quick response, as opposed to e-mail," said Senior Airman Amanda Martin, 100th Communications Squadron Communications Focal Point technician. "Another great benefit is that people can set their status to notify people if they are available; it automatically shows if they are away over a period of time.

"I've used it to contact customers for missing information on their trouble tickets, such as a building number or phone number, when I see their status set to 'Available,'" she said.

Communicator is secure software that is accessible from a work desktop. It allows people to instantly cross flow information with people across USAFE and people assigned to seven other commands and the Air National Guard Bureau.

For example, the USAFE Knowledge Operations staff located at Ramstein Air Base coordinated with the 700th Contracting Squadron staff at Rhine Ordnance Barracks about six months ago to secure a contract to upgrade the USAFE Director of Staff's Task Management Tool.

"We were under a short timeline to execute end-of-year funds and had about three weeks to pull together a solution," Mr. Gowens said. "By using Communicator, we 'tagged' all the pertinent contracting POCs so the moment their status changed to 'online,' we knew their phone would be answered. The deadlines were met and the TMT was upgraded on time."

Without Communicator, the Knowledge Operations staff would have spent two weeks working face to face with contracting staffs. Communicator saved everyone many hours through eliminating wasted phone calls and travel time between sites, allowing other projects to be completed.

Why use it?

It saves time. Communicator is an application that provides desktop sharing, presence awareness, teleconferencing, audio/video calls, and instant messaging capabilities. Communicator is integrated with all Microsoft Office applications. With presence awareness, an indicator "light" shows whether or not a person is or is not online. Before making a call, USAFE members can look up the person's status they want to contact. If the person is in, then they can simply send a short instant message and save the effort put into sending an e-mail. If the person is out, then that person can be "tagged" in Communicator and receive a user notification on their desktop when that person is back in.

How does it help in the long run?

By using IM, presence awareness and tagging, time normally wasted on e-mails and phone calls is reclaimed which boosts productivity. Communicator is a way to connect people who are geographically separated.

What's the easiest way to use it?

The best thing people can do is to use the tool as soon as they log onto the network. Users just click on the Communicator icon in the lower right-hand corner of the screen. No additional sign-in or password is needed. In the address bar, users simply enter an e-mail address into the address bar to find someone. From there, those contacts can be organized quickly and easily through grouping. Additionally, it can save people time and enhance productivity and collaboration. Desktop sharing allows for real-time collaboration. Multiple people at remote locations throughout USAFE can review the same document, eliminating multiple copies of the same document from being e-mailed and getting the job done now rather than hours later. This form of instant collaboration also eliminates the need to merge comments on a document, too.

Benefits of using Communicator:

Instant Messaging: Technicians from 100th CS who are out of the office helping customers use it to talk to other technicians or supervisors back in their shop. They say it's sometimes much easier to cut and paste a serial number or similar information, than it is to try and discuss it over the phone.

Presence Awareness: By using Communicator's presence awareness, a user will no longer have any unanswered calls. You simply don't call the person who is not already online.

Integration with Microsoft Office applications: By taking advantage of Communicator's integration with Outlook, people can say "thank you" by replying with an instant message instead of an e-mail. Doing so, helps eliminate e-mail clutter.

Desktop sharing: By using Communicator's desktop sharing features, people can share slides with anyone in USAFE and several other major commands. Desktop sharing is a great way to share information in meetings and provide training to others.

Saving conversation history: Although it is not possible to obtain a record of a phone call, all IMs can be saved as an e-mail in Outlook.

Training: Desktop sharing is a great way to train others without ever leaving your desk.

Contacts: Groups can be created in people's Communicator contact lists to organize your contacts.

(Editor's note: Tech. Sgt. Francesca Popp, USAFE Public Affairs, contributed to this story.)