ORANGE, Calif. -
"Videoconferencing has shifted the way that we communicate," said Bill Byerly, CEO at Building Trades FCU.
"We know that we communicate better during our staff and management meetings every week," he said.
One-on-one annual employee reviews also take place via video, and in the long term, video phones may be dropped onto each employees desk, he said, adding that video is "more effective than the telephone."
Videoconferencing is similar to face-to-face meetings, where people are more likely to pay attention and participate as compared to telephone and e-mail communication, according to a 2003 study conducted in tandem by TANDBERG, an international videoconferencing provider, and RoperASW, a market survey service provider in New York.
"A video conference that is one-on-one or one-on-two is as effective as a face-to-face meeting," said Byerly.
But for larger groups, video lacks something that face-to-face meetings deliver. "It's not the same as being there."
Still, when you're trying to connect 25 employees from three branches, one of which is 100 miles from headquarters, traveling to a weekly meeting place just isn't possible.
And staring into a conference telephone at weekly meetings doesn't cut it either, he explained.
"People didn't always hear what was being said," Byerly continued. "But with the video equipment, vocal quality has stepped up, and we're able to pan the meeting room or zoom in on one speaker. It's comforting to see someone's face on the other end and know that they're paying attention."
Of course, Building Trades still uses telephones, but usually for one-on-one calls to take care of quick tasks.
Videoconferencing was installed two years ago when a board member decided to resign because he was moving to Florida. The face-to-face element of video convinced the board member it would be plausible to continue to serve from Florida; he stayed on, Byerly said.
Building Trades uses one large dual-monitor system, two mobile systems and four portable solutions offered by New York-based TANDBERG. The CU's videoconferencing, phones and network are all based on Internet Protocol.
The board member in Florida-and other stakeholders outside the CU-securely connect to conferences via TANDBERG's Expressway and Border Controller. Border Controller is a firewall traversal service that authenticates external devices on incoming calls while keeping the firewall running.
Building Trades will soon bring members into the picture, as well. After identifying a SEG location with heavy member traffic, the CU will install a video system that would allow members to see and talk to loan or operations representatives. The CU also plans to allow members from remote branches to connect with loan officers via video.
Some of TANDBERG's larger credit union clients are already using video to deliver loan products, wealth management advice, or education to members, said David Luff, bank and finance practice leader at TANDBERG.
"At that point, video becomes another touchpoint," said Byerly." "And as users' bandwidth increases, we could even deliver video over the member's PC at home. That would change the way we do business."
Byerly said he feels uncertain whether members are ready to do business via video. "I guess the question is: how many members will use it?"
Users adjust to video communication fairly quickly, according to Luff.
"People feel a little weird at first," Luff said. "For the first few times you're self-conscious, but then you pretty much jump into it."
"Our staff initially had a fear of being on screen," Byerly agreed, "but they adjusted once they saw how communication was enhanced."
FOR MORE DETAILS
For more info on this story:
* Building Trades FCU at www.btfcu.com
* Tandberg at www.tandberg.net
