Microsoft Updates Yammer

Microsoft unveiled a bevy of improvements to its Yammer enterprise social network, focused on helping people connect more easily with their teams.

By default, people who access Yammer via their web browser will be taken to a new “Discovery” feed on the service’s home page that is supposed to better show them relevant content from their groups along with other public teams across their company’s network. It’s supposed to help keep people in closer touch with important discussions they may be missing on Yammer.

After users finish reviewing new content in one group, Yammer will display a pop up banner with a link to the next group they’re subscribed to that has new content. Yammer’s mobile apps will get similar functionality through a new Group Updates feed that lets users see a list of different conversations in various groups all on one screen. That way, they won’t have to look through individual groups to get the same information. That feature will begin rolling out on Android first before making it to Yammer’s iOS app.

In addition, Yammer is also tweaking the design of individual groups’ pages. Now, each group will have a full-width banner at the top of its page, and discussions within the group can now take up a wider space on the page to aid in lengthier discussions. The whole page has also been redesigned to focus users’ attention on important content.

Icons in the left-hand sidebar will show the users that are active in groups they are a part of, so they can stay up-to-date on where conversations are happening in real time. It’s a move that could make Yammer more competitive with popular chat solutions like Slack, which has been growing incredibly rapidly and was recently valued at $2.8 billion.

Yammer’s mobile app also gained support for attaching files from external storage services like OneDrive and Dropbox, inviting coworkers to a user’s network by email and mentioning people in comments.

There’s even more up Yammer’s sleeve on top of all these updates. The social network’s iPhone app will soon have a companion version for the Apple Watch that will let people interact with content from their coworkers.

The updates come at a time when Microsoft is putting more effort into improving its workplace collaboration tools.

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Banks Join Instant Chat

Goldman Sachs Group Inc, JPMorgan Chase & Co and six other financial institutions have agreed to join a new instant messaging network from Markit and Thomson Reuters Corp to connect disparate messaging systems.

The network, called Markit Collaboration Services, launched on Monday and allows members to chat with one another regardless of the proprietary messaging technology that each firm uses.

This open platform differs Bloomberg LP’s messaging system, which is a closed network only for users of Bloomberg terminals.

Bloomberg messaging is the most popular form of chat on Wall Street, and often cited as one of the reasons banks are willing to pay around $20,000 a year for a subscription to a Bloomberg terminal.

Markit and Thomson Reuters said they hoped their open messaging network will attract banks that want to chat with their clients or other financial institutions but cannot currently do so because they are on different messaging systems.

The other banks that have joined the new network are Deutsche Bank, Bank of America Merrill Lynch, Barclays, Citigroup, Credit Suisse and Morgan Stanley, according to a statement from Markit.

The banks collectively employ more than 1 million people worldwide, though it was not immediately clear how many individuals will use the new Markit service.

David Craig, president of Thomson Reuters’ Financial & Risk division, said one of the challenges facing banks is that their messaging systems do not always talk to one another. “That creates costs and complexity,” he said.

Markit and Thomson Reuters said the messages on the new network are encrypted, and the system does not store them.

Representatives from Bank of America, Deutsche Bank, Goldman Sachs and Morgan Stanley were not immediately available to comment on the new messaging system. Representatives from Barclays, Citi, Credit Suisse and JPMorgan also declined to comment.

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Support Calls To Help Desks Are On The Rise

At a time when technology is supposed to be getting simpler, less complex and easier to manage, more people are calling help desks for assistance than ever before, according to a new report. That’s one of the findings that HDI, formerly known as the Help Desk Institute, revealed in its recently released 2010 study of help desk trends.

What HDI found is that the number of incidents reported to help desks via chat, e-mail, telephone, self-help systems, social media, the Web and walk-ins is rising, with 67% of all help desk operations experiencing increases in 2010. That’s roughly the same percentage who reported an increase in 2009.

In recent years, many organizations have moved to centralize their help desk operations and establish a single point of contact for workers, said Roy Atkinson, an analyst at HDI, whose members represent a help desk community of about 50,000 people.

Those centralization efforts have improved incident data collection, which helps to explain the spike in reports. Moreover, creating a single point of contact, and offering multiple ways for people to reach the help desk, encourages users to seek assistance, Atkinson said.

While centralization and better record-keeping may explain much of the increase in reported calls, it doesn’t completely explain it. Atkinson said another part of the explanation could be the fact that IT complexity is actually increasing, especially as users seek to connect multiple devices, including mobile phones, tablets and laptops to corporate networks. Read More…….