Strategize For A Wireless Future

<B>Strategize For A Wireless Future</B>

Wireless devices for business travel are just emerging, but it is not expected to take very long for next-generation technology to mature. When this happens, it will be essential for corporations to have strategies in place to ensure consistency in operating platforms for maximum value and efficiency.

Today's wireless technologies are unarguably insufficient for the long term, not only because they lack a standard protocol, but also because each device has its own limitations, ranging from predominantly one-way communications to user interface limitations. Therefore, many CIOs and CFOs feel it is unnecessary to devote resources to developing enterprise strategies. But all of that is about to change as the next generation of Web-enabled wireless technologies focus on interactivity, improved functionality and expanded coverage. The bottom line is that companies that fail to develop a comprehensive strategy for wireless technology may find themselves disconnected from managed wireless travel.

There are many different devices available and it's easy to see that there are too many operating systems and too many standards in today's wireless marketplace. Each has some combination of features that are important to business travel managers. As these devices continue to evolve, it is expected that they will converge. Following are the five main categories.

Mobile phones: These devices not only receive information about delayed flights but also can rebook. However, because the screen is so small and the keyboard is limited by a touchtone phone pad, it almost is impossible to rebook quickly. In the future, mobile phone screens will get bigger and they likely will include alpha-numeric keypads.

Pagers: Newer pagers are interactive and can handle everything from voice message to numeric to alpha-numeric to two-way data, e-mail and fax messages. It has been about 10 years since pundits declared pagers "dead" due to mobile phones. However, for simple messaging needs, they remain an easy-to-use, low-cost alternative.

PDAs: While most PDAs do not have connectivity, the Palm VII and MindSpring do have limited wireless capabilities. Although they feature a larger screen for easier interface to the Internet and will perform MS Outlook functions, the connection leaves a lot to be desired and there is no attached keyboard. This means text either must be written in "graffiti" or "tapped" onto the keyboard interface. PDA connectivity will improve dramatically in the next 12 months.

BlackBerry: Representing the next generation of wireless, this compact, lightweight, remote interactive device, which could be considered a PDA, is exclusively "Outlook-centric" and always connected for the purpose of sending and receiving e-mail. While a plug-in is required to connect to the Internet, it is expected that new applications will continue to be added.

Pocket PCs: Sometimes criticized for trying to cram in too many features, some can connect with modem or Ethernet cards, while others can connect to wireless Ethernet and data networks with optional sleeves and PC cards.

The environment for wireless devices is complicated by two competing protocols&shy;802.11, also known as wireless Ethernet, and Bluetooth. While 802.11 tends to be more pervasive in the marketplace and has access points covering a wider area, the newer Bluetooth technology, which is less expensive, currently is scheduled to be built into all electronic devices, from mobile phones to laptops to PDAs. And although Bluetooth has yet to make any large inroads into the marketplace, the Bluetooth Consortium contains more than 1,000 members. The wireless market is waiting to find out which will be the victor or if the two protocols will coexist in harmony.

Among those companies who are determined to weather the storm without developing a strategy, many argue that the cost of the service for wireless is greater than the cost of the devices themselves. In either case, as long as costs remain high, and productivity increases are hard to measure, corporations are not likely to extend wireless devices to all employees. Rather than a company perk, wireless devices, like Palms, are perceived as a luxury that, in many cases, non-traveling employees purchase for their own productivity or personal use.


<B>Travel Does Not Drive Technology, but It Does Derive Benefits.</B>

Savvy corporate travel managers may be among the first to appreciate that the functionality of wireless handhelds may not be as important as providing integrated software solutions. This is why it's incumbent upon companies to begin to consider a wireless strategy that includes applications that are desirable, especially in terms of leveraging their infrastructure to enhance productivity and, in the travel arena, support travel policy management. Travel managers should be aware of the corporate wireless strategy and, if possible, be involved in influencing the extent to which wireless technology becomes an extension of general corporate travel policy, as well as a means of initiating policy-compliant travel transactions and distributing travel information.

The key to deploying a wireless technology for travel-related applications is to consider the following:

Wireless is a natural extension of an online booking tool because it allows the travel manager to leverage the online system's profiles, policy information, preferred suppliers, rates and fares. The travel manager or corporation maintains control of the data, especially in the event of canceled or rebooked flights.

Travel is an important application of wireless technology, but not the driving one. Since corporations are most likely to invest in wireless primarily for messaging, travel becomes the beneficiary of a corporate wireless strategy.

The first step in leveraging wireless technologies for travel is to have an online booking system in place. In choosing an online booking provider, it is essential to understand whether the provider's wireless strategy complements the company's strategy in terms of hardware, infrastructure, software and applications.

Strive for companywide consistency that IT departments can build on. By influencing or mandating employees' purchasing decisions, companies can make great strides toward standardizing platforms and this could ultimately make it easier from a support perspective.

As travel managers anticipate having to understand yet another new technology and introduce it to their travelers, there is a lot of anxiety regarding wireless devices and applications. Since most travelers already are familiar with mobile phones, Palm Pilots and other devices, however, the real issue is learning different ways to use them and interface with the company's online booking tools. Once the ability to complete a transaction is perfected, it will not take long to realize that wireless applications can go from simple flight notification and schedule information to changing, booking and rebooking flights. So, although the atmosphere of wireless devices continues to be stormy, it may not be long before it's possible for companies with a strategy to realize the opportunity. The bottom line is to leverage the company's infrastructure investment to manage travel most efficiently.

<I>Richard Spradling is vice president of information technology for TQ3 Maritz Travel Solutions, based in St. Louis.