AT&T responds to the demise of user groups

NETWORK WORLD NEWSLETTER: STEVE TAYLOR AND JIM METZLER ON WIDE
AREA NETWORKING
10/11/05
Today's focus: AT&T responds to the demise of user groups

Dear networking.world@gmail.com,

In this issue:

* Channels in which AT&T customers can provide feedback
* Links related to Wide Area Networking
* Featured reader resource
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Today's focus: AT&T responds to the demise of user groups

By Steve Taylor and Jim Metzler

Back in July, we started a discussion
<http://www.networkworld.com/nlwan4232> of the viability - and
the continuing need (or lack of the same) - for users' groups.
About a month later, we published some of your responses, and
now, due to the continued e-mail that we receive, we're sharing
some responses to the responses.

One response that drew some particular attention was published
on Aug. 2 <http://www.networkworld.com/nlwan8291>. In that
newsletter, we quoted a reader who opined: "AT&T used to have
several forums for Data and 800 services, but those were cut to
the bare bones 'Customer Advisory Council.' That council still
meets with AT&T executives and product people, but it no longer
has the visibility that the previous user groups used to
perform. I think as 'IP' takes over everything, if I was a
client, I would be more inclined to try to work with
Cisco/Microsoft and possibly IBM as a means to gain influence."

Somewhat predictably, AT&T begged to differ, and we heard from
Ron Spears president of AT&T Signature Client Sales. (The AT&T
Signature Client Group comprises AT&T's top multi-national
company accounts.) Spears wrote: "I'd like to revisit for a
moment and provide further insight on the value of user groups.
While I agree that there's been a shift from running Users
Groups to Advisory Councils, and the size of the gatherings and
budgets may have diminished over the years, I'd like to suggest
that the quality of the decisions made during our meetings and
their value to users have not. Let me explain."

Spears goes on to describe the AT&T Business Advisory Council
(ABAC), which is chartered to "help shape the direction of
AT&T's products and services." He says the council has 35
members, "most of whom are global corporations with gross
company revenues of more than $1 trillion."

He notes that many of the specific improvements for working with
the clients came through the ABAC's Program Teams, which Spears
explains is open to all customers. The teams meet twice a year
to provide customer feedback on AT&T's products and processes.

Spears explains that the ABAC works concurrently on eight to 10
programs in the areas of product leadership, customer experience
and global reach. Each program consists of an average of 15
customers, is co-led by an ABAC Member, and has an AT&T owner.
"Currently, there are more than 170 clients working with AT&T
across the Program Teams. There also are approximately two-dozen
companies waiting for membership to the ABAC," he says.

He went on to explain that AT&T also has the AT&T Executive
Client Advisory Council that's aimed at C-level execs, and
boasts 21 customers meeting twice a year. This group focuses on
AT&T's strategic priorities, industry trends and global
technology, says Spears.

"AT&T's top executives are well engaged with the Councils. They
attend the meetings and some act as Executive Sponsors of the
ABAC's Program Teams," Spears says, adding that: "Clearly,
companies still think there's value to be derived from these
groups. And, although they may not meet as frequently as some
users would like, AT&T feels its enterprise customers are
benefiting from the ongoing dialogue they foster."

*** By the way, last week we mentioned that we are beginning to
explore proactive network
management in general, and WAN application optimization in
particular. We would appreciate it if you could take a few
minutes and fill out the survey
<http://www.webtorials.com/survey-05-6.htm> . We're sure that
this is a topic that we'll be discussing in this newsletter in
the not-too-distant future. Unfortunately, due to an
administrative fubar, any of you who attempted to respond
immediately were not able to do so. This has been rectified,
and the survey is still available for your input.

The top 5: Today's most-read stories

1. Symantec AntiVirus Scan Engine has serious bug
<http://www.networkworld.com/nlwan8543>
2. How to solve Windows system crashes in minutes
<http://www.networkworld.com/nlwan7765>
3. IETF effort promises fewer net failures
<http://www.networkworld.com/nlwan8544>
4. Nortel's uphill battle
<http://www.networkworld.com/nlwan8139>
5. You won't find this book on Oprah's list
<http://www.networkworld.com/nlwan8545>

_______________________________________________________________
To contact: Steve Taylor and Jim Metzler

Steve Taylor is president of Distributed Networking Associates
and publisher/editor-in-chief of Webtorials. For more detailed
information on most of the topics discussed in this newsletter,
connect to Webtorials <http://www.webtorials.com/>, the premier
site for Web-based educational presentations, white papers, and
market research. Taylor can be reached at
<mailto:taylor@webtorials.com>

Jim Metzler is the Vice President of Ashton, Metzler &
Associates, a consulting organization that focuses on leveraging
technology for business success. Jim assists vendors to refine
product strategies, service providers to deploy technologies and
services, and enterprises evolve their network infrastructure.
He can be reached at <mailto:jim@ashtonmetzler.com>
_______________________________________________________________
This newsletter sponsored by Nortel
Building the Mobile Enterprise Online Expo

The workplace is changing rapidly. Employees need to be
untethered from their desks while remaining connected and
accessible. This online event helps you solve your enterprise
mobility challenges by bringing together industry leaders,
including Nortel's CTO and CIO and RIM's VP Enterprise Systems,
to discuss the hottest topics in enterprise mobility. Broadcast
live to your desktop on Nov. 8, 2005. Register today!
http://www.fattail.com/redir/redirect.asp?CID=117307
_______________________________________________________________
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FEATURED READER RESOURCE

IT PROS SHARE THEIR TALES OF MAKING ITIL WORK

Running an enterprise network is challenging. IT organizational
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Implementing best practices frameworks such as Information
Technology Infrastructure Library (ITIL) can help, but they
introduce their own set of challenges. Click here for more:

<http://www.networkworld.com/news/2005/092205-itil.html>
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