Group Vice President, Productivity and Business Services


Microsoft Business Solutions Convergence 2003


March 22, 2003


Orlando
, Florida

Matt Gustafson: Jeff Raikes is a long-time member of the Microsoft family. He started back in 1981, thats 21 some years ago. Now, I want you to just think for a second about what life was like back when Jeff stated at Microsoft. In 1981, I hadnt even purchased my first Flock of Seagulls album yet. There wasnt — computers were in their infancy. Software certainly wasnt integrated. Things were hard to use and Jeff started at a little — at that time, really, a fledgling — company. This was before Microsoft had stock. Thats how long ago this was, this was a start-up almost at the time. And Jeff has helped lead a lot of change at Microsoft through those times. Hes seen the advent of the graphical user interface, he has helped marshal Office from its infancy, when Word and Excel didnt talk to each other and now they do and its wonderful, and information workers take advantage of all that.

Some would say that Jeff was the right man in the right place at the right time. And thats absolutely, positively true because he has the vision. He has, certainly, the staying power in this industry to keep adapting to new situations, and its fun to see what hes been able to do over those 21 years. Today, in his role as Group Vice President of Productivity and Business Services, Jeff gets to work with a lot of different teams including the Office Team, the Tablet Team, the Business Tools Team, Microsoft Business Solutions Team. And his basic goal, I believe, is I understand it and the way that when I interact with Jeff, this is what I see from him. Its- his passion is to make sure that people who work with information, the information worker, which is pretty much everyone in this room and a lot of your customers and certainly folks back in your offices, that information workers realize their full potential. Im sure hes going to talk a little bit about that this morning. So please welcome if you will, again, this Group Vice President of Productivity and Business Services at Microsoft, Mr. Jeff Raikes.

Jeff Raikes: Morning. Well, super. Good morning. Well, its great to be here. I guess what impresses me, youre here. Im exceptionally conscious of the fact that Im probably in between you and Saturday morning golf, so Im very nervous about my timing today. When they said, oh, youre going to be here on Saturday morning, Im thinking, oh, but its really, really exciting to be here. I want to extend my congratulations to the Pinnacle Award winners last night. How about another round of applause? It was very exciting to see the great work thats being done: teamwork, innovation, fast track, those are the kinds of things that I think really inspire all of us to do our very best work. And, of course, it was also a little bit fun to see Matt and his approach to delivering feedback to Doug. In my role at Microsoft, at least Im theoretically responsible for giving feedback to Doug, so Doug, I get a lot of feedback from him actually, but it was very interesting to see the approach. You saw that picture of Josiah Ezekial Jebediah Chet Burgum. Did you notice anything about that photo? That picture showed that Doug, he knew that guy. He said he didnt know that guy, he knew that guy. That guy had exactly the same hair cut as Doug, exactly the same hair cut. So its interesting to see those family connections.

Well today, to some extent, my theme is about family as well. My primary responsibility is to speak with you about the Information Worker Business Group and our direction for information work thats centered around Microsoft Office. But one of the things that youre going to see is how tightly connected we are becoming with Microsoft Business Solutions and the rest of our investments in creating great value for you. I think youve probably seen this slide before. This shows, in effect, a transformation to Microsoft. We are getting focused around seven core businesses, five of which you see here. Theres also, of course, our home and entertainment business with Xbox and what we do with mobility and devices. But in particular, these five core businesses are very, very central to our relationship with you. And in this next 12 months well spend about $5 billion U.S. dollars on research and development in these businesses, about $5 billion. And so one of the things thats exciting for me today is to speak with you a little bit, to share with you a little bit about the great synergies that are coming out of the investment across these areas. So in effect what you see is, we at Microsoft are focusing in on these areas and also how we bring them together to build the best value for you.

Now, a key part of my role is to get the focus in on this area of the information worker. How we can have sort of the sense of end-to-end experience of information work, and then get to work with Doug and the rest of the Business Solutions Team on how we bring that together in great value. Now, in the area of information work, there are three core themes for us during this decade. We like to think of this as the digital decade and during this chat this morning youll see some of the reasons we do believe it is going to be a major step forward, in terms of digital capability, to really enhance peoples lives and help them realize their potential.

In my area, the information worker area, were striving to serve a broader customer audience. Historically, Microsoft Office would be described in the context of knowledge work, and of course thats extremely important. Its extremely important to the success of your businesses. Its extremely important to creating value within the economic environment, especially given how much our economy has become information based. But one of the things that weve learned, one of the things that were challenging ourselves on, is to serve a broader customer audience. Now, there are a lot of people today who are taking advantage of Office tools that might not traditionally be viewed as a knowledge worker. The Drucker, Peter Drucker definition, really was somewhat narrow. But take, for example, an airline pilot, a nurse in a hospital environment. The CEOs of those companies may not say, well, those are knowledge workers, but in fact, those people are using digital tools, Office tools, as a way to more effectively perform their role. JetBlue Airways is one of the — actually the first — airline really to go with a paperless cockpit. Theyre using laptop computers with Microsoft SharePoint Portal Server as a way to make sure that their documentation is always up-to-date, and without the administrative burden that used to previously be placed on those pilots.

So first key theme is: serve a broader customer audience. Make sure that were reaching out to the broadest number of your employees, the people who work for your customers and partners, to make sure that we can bring them into these, in an active way, into these information workflows and information processes. Of course, at the center of who we are as a company, who we are at Microsoft, is creating great new value through innovation. How can we take advantage of new form factors like the Tablet PC? How could we take advantage of new technological trends like XML to bring great new capabilities through innovative approaches? But, of course, at the end of the day the most important thing is to work carefully and closely with you, our customers, our partners, and make sure that people are realizing the business value.

So part of the reason Im so excited about my role at Microsoft, why Im still doing this, some people ask, why are you still doing this after 21 years? Because its such a great opportunity to make a difference for people to help them, their businesses, realize their potential. Now, as part of our significant investment in this area, we have a major step forward this year. Were launching Office System 2003. Now, theres some things here that I really want to point out to you because it helps explain this key evolution thats under way in the information worker business. For example, we talk about Office System. Its the first time weve ever really done that, the Office System. Thats actually a statement of how were evolving the brand, but of course whats really underpinning that is how we are evolving our approach to deliver great value. We have a very broad family of great tools for information work and we want that to fall under the Office System brand, but of course, even more important than the brand is that great value thats underneath. You might be saying, well, do I really need a new version of Word or Excel? But in fact, the most significant portion of our development goes into creating whole new capabilities. Take for example, InfoPath. Lots of discussion in our industry about XML and how thats going to help people be able to get connected to information, but most of the focus has been at back end systems or middleware with web services. What InfoPath does, it really helps connect users to XML information. One note, lets think about how mobile our work style is. Were carrying laptops, were in meetings, very, very common part of information work. More than 90 percent of people who are using personal computers are taking notes, but for the most part theyre still doing it on paper. So what weve done is weve invented a new metaphor that really helps people to do a great job of keeping track of their notes and the research that theyre doing, but in addition, more rapidly repurpose that information into action.

Take for example, SharePoint Portal Server making sure that people can reach out and get connected to the fundamental business information that helps them make better decisions. Andof course, within the core Office products, the names that you know the most. Products like Outlook, major steps forward. Again, going back to that question of, what do people want when it comes to new Office capabilities? Just think of some of the challenges. I remember beginning to do e-mail probably 15, 20 years ago. Think back maybe 10 years ago. Think about how much e-mail you were getting and receiving then. Maybe youd like to go back to 10 years ago. But the world we live in is one where were electronically connected, and we have a great opportunity to use that as a way to be connected with people, to collaborate, to communicate. So a major step forward in Office System 2003 is Outlook in 2003. Fantastic new capabilities to help you more rapidly process information, to get rid of that junk mail. To be able to focus your attention on the most important task. To be able to read information online. I have so many favorite features in Microsoft Outlook. Just take, for example, the fact that I use Tablet PCs. Sometimes on a more wireless network; sometimes Im not. Sometimes I lose that connection. With Outlook in Office System 2003, its very, very smart about that. When the network is there, Im online, its automatically synchronizing; and when the network goes away, Im automatically working with whats on my client system. So I can always be synchronized. I can always be working, whether Im connected to a network or not. Take, for example, the number of documents or attachments that you receive. Wouldnt it be great to have the facility to read those documents online with the same readability as you get on paper, with the ability to use a highlighter or to annotate? Or maybe, if youre using a Tablet PC, to use pen to annotate the document. Thats a part of Outlook in Office System 2003.

So those are just a few of the many examples of where were creating new categories of application value innovating in that way, new capabilities within the core of the application value that you have traditionally come to view as part of Microsoft Office, but all focused in on how we really make a difference for how people do information work. Now, at the center of how we do that has been personal productivity. I would say with Office System 2003 there are really four core themes. Theres personal productivity, team productivity, theres organizational productivity which comes both in the form of information intelligence, as well as how you get connected to business processes. Very, very important step forward for us with the Office product line.

What Id like to do today is to begin to show you how were building on this foundation of Office as the core tool that people use for information work. More than 400 million people around the world today use Microsoft Office and Office applications. How do we build on the heart of Microsoft Office personal productivity, and extend that to new areas- team productivity, or organizational productivity, and that deep connection to Microsoft Business Solutions? Once again, to create great new value for you. So lets get started focusing in on one that I think is very, very close to what you want to achieve within your businesses as part of realizing your potential, and thats how you get connected with your customers. How do you win the hearts of your customers? So, Id like to invite Lynn. Shes going to join us here on stage and show you how Microsoft CRM gives us that deep connection with what were doing with Office tools. Good morning, Lynn. How are you?

Lynn Tsoflias: Hi, Jeff. Im great.

Jeff Raikes: Great.

Lynn Tsoflias: How are you?

Jeff Raikes: Welcome.

Lynn Tsoflias: Thanks. So as we design Microsoft CRM we had three key things in mind. The first was improving business productivity, the second was integrating powerfully, and the third was ensuring a low total cost of ownership. So Jeff really talked about improving business productivity and the importance of how businesses can use Office to further improve their business productivity. So what I want to do is Im going to show you how I can use Microsoft CRM to improve my business productivity, how it integrates with Outlook as well as how it integrates with Word. Now what Im going to do is Im actually going to play the role of a sales person at a business called Adventure Works and I sell bicycles to other bicycle shops. And what Im going to do is Im going to start off in hopefully a familiar place for everyone, Im going to start off in Outlook. Now, here you can see are all of my appointments, all of my e-mails and my tasks, I can see all of that as well.

Well, Microsoft CRM gives me the ability to separate my customer communications from my non-customer communications. Now, let me give you an example of what I mean by that. Im going to my Inbox and here you can see a variety of e-mails, some are personal, some are from colleagues, but I also have an e-mail here from one of my customers, Maria Thomas. Well, I can see from the e-mail shes interested in mountain bikes and she actually happens to work with Active Cycling. Well, thats an account that I work with but I do not- I dont know Maria. So I need to add her to my database, so Im going to create a CRM activity. So whats happening now is Im promoting this communication to a CRM activity and you can see the system doesnt recognize Marias name because shes not in my system. So Im going to create a contact and well just enter Marias name here. Ill save that, and now whatll happen is Ill create an Outlook contact as well as a Microsoft CRM contact. Before I do that, Im going to associate this with Active Cycling, thats the business that Maria works with and that is in my database, as you can see here its just popped up. Click okay, and now Im going to save this. And now before I show you that contact and that account, I want you to just check out the left-hand side here, the CRM shortcuts, as well as on the folder list here. Here is where I have all of my CRM sales functionality.

So while Im in Outlook online, and as well as when Im offline, when Im traveling, I have all my sales information available to me. So, I have my accounts, my contacts, my leads, opportunities, quotes, orders and invoices. All of that information is available to me while Im traveling, while Im talking with my customers. That really empowers me and enables me to give them the information that they need so that I can deliver great customer service. So lets check out that contact. Well look under the Ts and there is Marias contact, and when we look under the activities tab and we go into history, there I can see, thats the communication that Maria sent to me. So now, going forward, any e-mail communications or appointments, or any tasks related to Maria or Active Cycling, will be located in this form here. So what that does is it really helps me stay better organized. So when Im going to go make a call or Im going to talk to Maria, I know where to look. Im not looking on sticky notes or papers, or a spreadsheet to figure out what Ive been talking about with Maria. And you can also see here in the Active Cycling account, this is the business that Maria works with, when I go into the history tab again, I see that same e-mail communication is there. So its saved in both places, helps me be organized, helps me stay effective, helps me really improve my business productivity, ultimately better serving my customers.

So let me show you a couple other things we have in this form. I also have a view of cases. So Jeff, I told you I was actually a sales person but notice that I have access to customer service information. So there may be some horrific support incident going on that day, lets say I can see theyve got problems with the gears. As a sales person Ill think, Well, Im not going to sell them gears that day, Im not going to have an effective call, I know Im not going to sell them gears knowing that theyre having problems with gears. So that kind of information helps me be effective, helps me share information throughout my business, and essentially collaborate better with my team and as well as across departments.

So lets go in the sales tab and here where I have a view of quotes, orders and invoices. And thats where that integration with the Microsoft Business Solutions financial application is really key. This kind of information, quotes, orders, pricing, is traditionally locked inside of a financial application and I, as a sales person, dont have access to it. But since I can integrate Microsoft CRM with a financial application, I now have access to that information. So let me show you want I mean. Look under quotes, and Maria had told me in her e-mail that was interested in mountain bike frames. So Ive started a quote and we had a couple discussions and she told me that she actually is also interested in pedals. So what Im going to do is Im going to quickly update this quote. And Ill just select the product from here. There are the pedals. And she told me she was interested in 10 of them, so Im going to enter the quantity here. And now, when I save this form, notice before I saved it there is no pricing information, but now when I save it, that pricing information was automatically pulled in from the financial application. So I didnt have to call anybody, I didnt have to look in a spreadsheet, I didnt have to look in another application. I was able to pull up that information automatically in a matter of seconds. Saves me time, helps me be more productive, ultimately giving my customers what they need right on the spot. So lets go back to that original quote, and lets say we give them a little bit of a discount. Im going to save this and itll update that. Notice its $3,400 thats just for the mountain bike frames but when I save this, the amount goes up to about $4,000, which now includes the mountain pedals as well as the mountain bike frames.

Jeff Raikes: Big order.

Lynn Tsoflias: Yep. Now, lets pretend Im talking to my customer and Maria has said she would like me to fax her this quote, or really actually better yet, e-mail it to her. So I need a hard copy of this and- or Im just going to create a Word document and then I can attach that and send it to my customer. So I actually can export this quote to Word, because Microsoft CRM integrates with Word. Now, when I go under mail merge, and youll notice here we have a variety of different templates that are specific for Microsoft CRM. So things like quotes, proposal letters, welcome letters, all those sorts of letters that you use consistently with businesses. Well we have those templates here for businesses so that they can use them and quickly create those types of letters for their customers. So Im going to export this quote to Word and now Im just walking through a mail merge. And were going to generate that to a new document. Click okay, and there you go. I have all that information, the total amount, the discount that I gave them, all now has been exported to Word as easy as that, and it even includes my logo.

Jeff Raikes: Pretty quick. Super.

Lynn Tsoflias: Yep. So what I showed you today- thank you. So what Ive showed you today is how Microsoft CRM integrates with Outlook as well as how it integrates with Word, and how it integrates with the Microsoft Business Solutions financial applications. And in doing that it really helps me be more productive, saves me time, gives me the opportunity to see a complete view of my customer, help me be effective, ultimately delivering that great customer service.

Jeff Raikes: Great. Lynn, super job. Thank you very much.

Lynn Tsoflias: Thanks, Jeff.

Jeff Raikes: So, Lynn did a great job helping us see the incredible power of being able to work within the Office Suite that people know and commonly use today, use it in a way that really enhances personal productivity, but also as a foundation for team productivity and organizational productivity. Very, very important example of the great value that can come from us bringing our R & D investments together to create great new innovative value for you in connecting your business processes with your information work. But of course, the thing we get most excited about is how people can take advantage of these capabilities to help them realize the potential for their businesses. So what Id like to do at this point in time is to draw upon a great customer example, one that you may find interesting and how theyre using Microsoft CRM and the Microsoft family of products to win the hearts of their customers and clients. Lets go ahead and take a look.

[Video]

Jeff Raikes: that I just plugged in. Ive got my mouse or when Im off to meetings I just carry it like this and I have all my notes with me, Ive been using a Tablet pretty much full-time since the middle of June last year. So basically all of my notes since June of last year are right here. Im sitting in a meeting, Im speaking with one of my colleagues, Jim Allchin, and I remember that there was something that Alex Loeb told me about how we should connect the Tablet PC group with Jims area. Five seconds, I have my meeting notes from my last one-on-one with Alex up on my Tablet PC so that I can go through that with Jim. So it makes a difference in your information work in more ways than you might expect. Ive been using this Gateway motion computing tablet pretty much full-time, but last week I got another tablet, Im kind of a four Tablet guy these days. Im not necessarily saying Id recommend that to you, but it is a lot of fun. Ive used the Toshiba, the Gateway, the Acer convertible. Ive been using the Gateway pretty much fulltime, but Im also very interested in this new tablet from NEC. I think maybe if I show it you can see, this is only a little bit less than an inch thick, weighs about two pounds. So it really feels much like carrying a portfolio with you. And its got a very nice screen that really improves the readability, or the inking capability.

So these are examples of the kind of great things that are underway in the area of tablets, and youre going to see lots more form factors coming on the market. Panasonic just introduced a new tablet called the Tough Book. And its specifically designed for environments like working in the utilities industry where youre outside, or other types of services industries where therell be more stress on the device. So the Tough Book is a ruggedized version of the tablet. We estimate that therell probably be about 45, 50 new models of Tablets thatll come onto the market this year. Youll have the convertibles, youll have the slates or youll even have innovative designs, or you do have an innovative design from HP that really brings the slate and the convertible together in one device. Or Im really excited about whats going on with the tablet. I think the thing thats probably most powerful for you is to see how this new form factor can make a difference by being integrated in with Microsoft Business Solutions. So to help me do that, I want you to welcome back the fabulous Matt G., Master MC.

Matt Gustafson: All right, hey, everybody. Good morning. Id like to introduce you to my small business. As most of you know, I am the fabulous Matt G., Master MC, but Im also, in my spare time, the fabulous Matt G., Master Gardener. And I run a small landscaping shop down in the Redmond area and Ive got a lot of customers. And I run- obviously Im running a Tablet PC to help run my business, its nice and mobile when Im out here on the lot working on the trees. But Im also running the power of Microsoft Business Solutions Retail Management System, which helps me get all of those sales in and take care of all that retail type thing, right handy no matter where Im at. So, Jeff, how you doing this morning?

Jeff Raikes: Nice hat.

Matt Gustafson: Thank you, thank you. Thats my landscaping hat.

Jeff Raikes: Nice boots, too.

Matt Gustafson: Yeah. A lot of guys cant wear boots like this.

Jeff Raikes: You looked a little different last night.

Matt Gustafson: Yeah, yeah. What can I do for you today, Jeff?

Jeff Raikes: Well, I got this hose.

Matt Gustafson: I see that.

Jeff Raikes: Somebody might say I got hosed.

Matt Gustafson: Why is that?

Jeff Raikes: Well, the- I dont need this hose anymore.

Matt Gustafson: Why not?

Jeff Raikes: Well, the tree died. The tree died

Matt Gustafson: The tree died

Jeff Raikes: And I got the hose in order to take care of the tree, but

Matt Gustafson: The tree died.

Jeff Raikes: The tree died.

Matt Gustafson: So you dont need the hose anymore. So you just want to return it.

Jeff Raikes: Id like to return the hose.

Matt Gustafson: Thats no problem, weve got the

Jeff Raikes: Its in good shape, I took good care of it.

Matt Gustafson: Thats not a problem, weve got

Jeff Raikes: Not at all used.

Matt Gustafson: Weve got the Retail Management System right here on the Tablet, Im out here with you. We can take care of that right here. We dont need to go back in the store or anything well just handle it here. Im assuming that, like all good customers, you brought your receipt with you. Obviously youre doing a return.

Jeff Raikes: Well, as a matter of fact, Im not one that really keeps track of those receipts. I suppose most people do.

Matt Gustafson: So thats not a problem because we know youre a customer here

Jeff Raikes: OK.

Matt Gustafson: Well just pull you up on the Retail Management System here and take a look at your customer purchases. You can see that if we pull this up quickly, theres Jeff Raikes, and it looks like- well, there you did, you bought a garden hose. It was $15.99 and if we click on the journal we can see that- absolutely, well heres your receipt. So yeah, that was

Jeff Raikes: Wow.

Matt Gustafson: That was you we can just return that, you dont need to

Jeff Raikes: Cool.

Matt Gustafson: Return anything but to be honest with you the return is easy, we can just- here, well just return that. Thats — it was not a problem, let me return that. Here, put that back in inventory, but my bigger question

Jeff Raikes: Nice inventory system, OK.

Matt Gustafson: Yeah, yeah.

Jeff Raikes: I might be able to recommend a better one to you.

Matt Gustafson: Well, with the power of Retail Management System, Ill be able to keep track of that.

Jeff Raikes: Oh, right.

Matt Gustafson: Im a little more concerned about the tree that died.

Jeff Raikes: Yeah, you should be.

Matt Gustafson: The fact that you bought a tree here at the Redmond Garden Center and it died, that bothers me so Im a- do you remember what kind of tree it was?

Jeff Raikes: It was a tree I bought from you.

Matt Gustafson: Oh, yeah. Okay, how about how long ago was it?

Jeff Raikes: Well, I think it was a couple years ago. Now that I think about it, it kind of bloomed that first year and now it kind of is not going to bloom.

Matt Gustafson: So a couple years, right about two years ago.

Jeff Raikes: Two years ago.

Matt Gustafson: So if we go back I just want to find out what kind of tree it was, and it looks like about two years ago you did buy a flowering cherry tree from us.

Jeff Raikes: Oh, yeah. Thats it, flowering cherry tree.

Matt Gustafson: Well, thats never going to work at your place, its too wet. Flowering cherry trees going to die. Now, I didnt sell that, somebody else must have you sold you that, it wasnt me. But Im going to rectify it today, Im going to get you a new tree because we just dont it

Jeff Raikes: Thats good.

Matt Gustafson: We dont want you to have a big gaping hole in your back yard.

Jeff Raikes: I like this customer service.

Matt Gustafson: Now, flowering trees is what youre looking for and I happen to know that Ive got a

Jeff Raikes: Yep.

Matt Gustafson: Stuardia here that were going to want to look at. Let me take a look, I dont have one right handy but I can show you a picture of one.

Jeff Raikes: Wow.

Matt Gustafson: See its kind of — its more like a — its the taller tree. It flowers in July and August and comes with the foliage in the fall, its great.

Jeff Raikes: Its a little tall for what Im looking for.

Matt Gustafson: Too tall? Well, thats not a problem.

Jeff Raikes: A little too tall.

Matt Gustafson: With the power of Retail Management System I can go in and just look for a substitute, something thats similar to that and it looks like Ive got, well, the cherry tree obviously and the vine maple, lets take a look at that.

Jeff Raikes: Okay, yeah.

Matt Gustafson: Maybe thatll be a little bit better. We take a look at that, its more like a shrub. Its low to the ground

Jeff Raikes: Oh, yeah.

Matt Gustafson: Its going to get about six feet high, spread out a little bit, fall- its good fall foliage.

Jeff Raikes: Oh, okay. Well thatd fit very well into my plan.

Matt Gustafson: All right. Well, tell you what, lets sign you up for one of those if we could.

Jeff Raikes: Okay.

Matt Gustafson: The vine maple, weve got a return here. It looks like its going to be about $76, you want to put that on your credit card today, then?

Jeff Raikes: Yeah, lets do that.

Matt Gustafson: All right, well just put that on the credit card, a Visa.

Jeff Raikes: You can do that right here too?

Matt Gustafson: Oh, yeah. Weve got the bar — the credit card scanner here.

Jeff Raikes: Youre like Mr. Mobile Cash Register today.

Matt Gustafson: Absolutely, thats the power of having the Tablet PC right at your disposal. Can I have that again? I didnt swipe it. Apparently I had the magnetic

Jeff Raikes: Getting excited there.

Matt Gustafson: Bar code upside down, Jeff, there. Try that again, there we go. Now its going through.

Jeff Raikes: Okay.

Matt Gustafson: But I did want to thank you.

Jeff Raikes: Thought maybe it was my authorization.

Matt Gustafson: I did want to thank you and Microsoft completely for the partnership youve got with Citibank Merchant Services because youre allowing, through Microsoft, me, a small business, is able to get credit card rates that help me compete with the big box landscapers here in the Redmond area.

Jeff Raikes: Yeah.

Matt Gustafson: Really helps me out quite a bit, I appreciate that.

Jeff Raikes: Yeah, well.

Matt Gustafson: All right, I need your signature here if thats all right.

Jeff Raikes: Always taking care of the customer. Okay.

Matt Gustafson: Not a problem.

Jeff Raikes: Lets go ahead, well just do a little

Matt Gustafson: Record that.

Jeff Raikes: Digital ink.

Matt Gustafson: Make sure we get that on the receipt. Now while this is processing your receipt I did want to ask you, do you want your receipt. Should we e-mail it to your or

Jeff Raikes: Oh, yeah.

Matt Gustafson: Do you have your Pocket PC?

Jeff Raikes: Or actually, Im kind of a digital guy, I have my Pocket PC right here.

Matt Gustafson: All right, well let me see your infrared. Well just link that up

Jeff Raikes: OK.

Matt Gustafson: and Ill send you not only the receipt, Ill send you the care instructions here for the tree as well.

Jeff Raikes: Thatd be a good idea in my case.

Matt Gustafson: All right. Jeff, thank you again for stopping by.

Jeff Raikes: Great, Matt G.

Matt Gustafson: Appreciate it.

Jeff Raikes: Thank you very much Master Gardener. So as you can see, this form factor will make a difference for how people do information work every day, helping them get the value out of computing to support their productivity throughout their working day, and make a big difference in how people are able to be more connected with their customers, integrate in with business applications. And the thing I think is particularly exciting about this Retail Management System that Matt was showing you, is that when you look at the total cost of ownership it ends up being quite a bit less than the typical total cost of ownership of the standard point of sale devices that businesses are using today. Because youre using- and it shows one of the key principles here, by using the power of general purpose computing with great software that makes it special to the kinds of tasks that you want to do, you end up getting a greater value proposition, it makes a big difference.

Now what Id like to do is build on this concept. Youve seen a couple of great examples of how personal productivity leads into team productivity. Team productivity within todays business environment is extremely important. How can people effectively share information? Do we help them collaborate? How can they protect the important information thats key to your business? Well in order to help me do this, one of the things Id like to do is show you some of the new capabilities in Office System 2003 that build on a concept in Office XP. We had a concept, a new capability called SharePoint Team Services. And what that did was it made it possible for people to use the power of web capability to get connected without having to be a web site designer. Now what were doing in Office System 2003 is tightly integrating that in both to Windows and to Office. As part of Windows Server coming out this year, youll have Windows Share Point Services. And one of the great opportunities is tying that into Office System 2003 so that being able to collaborate is as easy as using your everyday Office tools. So please join me in welcoming Michael Risse, who will show you Document Workspaces. Michael?

Michael Risse: Good morning. Thank you very much. In order to — we can get that up, thank you. In order to set up the story for how Office 2003 integrates into these productivity services to support teams, I first need to introduce you to the new version of Microsoft Outlook. Im hoping that some of you may use Microsoft Outlook, anybody? Maybe one or two?

Jeff Raikes: Its a good crowd.

Michael Risse: Good crowd, yeah. This is the new view on Outlook 2003, youll notice its different. Jeff talked about the world of 10 years ago where we got a lot less e-mail. And in fact, the Outlook design sort of assumed that youd be getting maybe 40 messages a day. Does anybody get 40 messages a day? Me neither. So this is a much more productive interface for dealing with lots and lots of information. It maintains the folder view that you use to organize your information, but then your Inbox becomes a much richer place to sort and find information. And on the right-hand side you see this reading pane, which is the most productive way to read and scan through your e-mail because what I can do is, as I go through my messages, go through my e-mails. And thats kind of what we want to do, we want to know whats in it, we want to get through it and then we want to figure out what to do about it. So in the Inbox the other things that I could do for example, are first of all, show these things in groups so that Ive categorized the mails by day. And if I wanted to go looking for something I could then go collapse the groups so its helping me sort the types of messages that there are. Another thing about the views is one of the most popular things youll want to do is sort by conversation. You want to see all of the threads of a particular- on a particular issue. And then you want to take all those threads and delete them.

So theres a lot of productivity built into the interface that we have here in Outlook 2003. Let me tell you two other quick things about it. One, does anybody razz in or does anybody use Outlook web access to get your Outlook data? Because this is the exact interface youll get through Outlook web access. Same interface, same productivity. The second thing is, weve built in this concept of search folders. You see search folders here in my folder view and what that does is it lets me have a dynamic view on my Inbox. I can define these search folders, they are automatically updated. So lets say I get a mail from Jeff about Convergence. You may be like me, you have to stop and say, do I put it in my Jeff folder or do I put it in my Convergence folder? And the answer is now I can put it in my Convergence folder but I can have this constantly updating query on my mailbox so I can always find the mails I get from Jeff.

So this is a very productive new interface. What you see here is the flag system weve built in so that you can mark messages for follow-up and then this search folder always finds the messages that are going to require follow-up, which Ive used a coloring system to mark in terms of importance. So this is the new Outlook 2003 interface, much more productive helping you deal with those volumes of e-mail.

But we want to talk about how weve taken the Outlook 2003 and Office 2003 products and integrated then into these team services. The first example is Instant Messaging. About 70 percent of companies have some Instant Messaging and about 25 percent of information workers are now using Instant Messaging, or maybe a few of you using Instant Messaging? Maybe a few.

Jeff Raikes: Maybe your kids?

Michael Risse: Do any of you have kids? Because theyre using it. Whether youre responding to it or not, theyre using it. Now, the thing about Instant Messaging is that its sort of a separate world from your- asynchronous world, right, your asynchronous world is e-mail, your synchronous world is Instant Messaging. But you have to go someplace else and you have to think about it differently. Like Jeffs e-mail name and his Instant Messaging name, which has to do with Nebraska, are not the same names, now I have two names about Jeff. Plus, theres the fact that when you send Instant Messages theyre sent as clear text out through the firewall. Thats the kind of things that give IT managers indigestion. So what we want to do is make an Instant Messaging service thats a full-on enterprise-ready, secure, manageable authenticated service and then we want to put it right into the product. And so when you see this little — trivia question, whats that thing called? A pawn, not an acronym, a pawn like a chess pawn. When you see a pawn, thats an Instant Messaging icon. And so anywhere you have a pawn, you can go look at the Instant Messaging information about that person. Are they there? How do I contact them? And then you can also see how I get all of this other information that comes right out of the Exchange address book. So all of thats available at the click of a button. And its not just the person who sent the mail, its anybody that I choose to look at. So the Instant Messaging and the synchronous information just carried right along with the asynchronous message, or context from the e-mail message. So Instant Messaging baked right in.

Now another thing I can do is look at one of my messages which has this funny bar in it called DWS, Document Work Space. Well, whats that all about? Well, many of us are probably familiar with the idea of working together in teams where we go into- what do we do? We go into Word or Excel, we create a document and then we say, Okay, Im going to send this to somebody and then theyre going to work on it and then theyre going to send it back and then its going to get out of synch and then I use revision marks, and then I wonder where it is and the I- lets call them on the phone because I cant figure out what their comment on, blah, blah, blah. Anybody done that? So what we can do now is instead of sending the document to somebody, we can send it to a Windows Share Point service. We can create a website dedicated to the creation and updating of this single document. So I can send this for review and this dialogue over here asks me, do I want to create a brand new website dedicated to the development of this document? And what its going to do is its going to create the new website, its going to give it a name, its going to add my To: list as the members of that particular site. Its going to authenticate those members, and its going to start tracking the versions. All of it done automatically on one of these Windows SharePoint sites.

Now, if any of you are in IT, your stomachs grumbling. The guy up front is nodding because hes an IT and his stomach is grumbling because hes like, thats more work. We have in Microsoft 23,000 SharePoint team sites and 3,000 of the new Windows SharePoint sites and we know from experience it takes as much or less IT resource to create and manage these sites as it does to run a file and print server. This is the future of file and print, its not //something something/something/something//something something something. Its not. Its Websites automatically created for you so you can work collaboratively on your documents. So this is how easy it is to create. Whats it like from the user experience then? Well, we can go back and Ill open my document work space that was created for me and what youll see is its going to come up with, theres the document and theres my pawns. Because again, Instant Messaging, its baked in everywhere youd want it to be. If youre working on the document you may want to contact one of the other authors in a synchronous way to be able to access that information. So a little bit on the document work space. I can do one- let me show you one more thing because once I build that document work space around a particular type, what might I do? I might create a calendar of events to get to a completion date. So not only do I now have shared folders, or excuse me, shared calendar views in Outlook, which is a new feature, but I can actually see my calendar against the team calendar. Where is the team calendar stored? Up on the Windows SharePoint service.

And one other thing I can do is if I create a new appointment- has anybody ever got an appointment request with an agenda in it that says, heres what were going to talk about? Well, I can go create a meeting work space around any message invitation which automatically has an agenda template, the list of the attendees, all of the information that I can follow through on. So again, the idea of automatically creating collaborative spaces, right out of the Office work space.

The last thing Ill show you is, weve talked about Instant Messaging, its pervasive. Its in your Inbox, its in your website, its actually working in your Word or Excel documents. The second thing was about the document work spaces or the messaging work spaces automatically created for you to provide a focal point for your collaborative efforts. The third thing is the idea of digital rights managements, or permissions. When you get one of those e-mails that says,
“Do not forward,”
what do you do? You forward it, because the only information thats interesting enough is the stuff that says,
“Do not forward.”
And as the sender of that information you cant do anything about it because once it leaves your desktop its out of your control. Until now. We are building a new service for Windows Server 2003 which lets you control the permissions people have on information you send. That could be a Word document or an Excel document or it could be right here in Microsoft Outlook and its actually grayed out but that says, Permissions. And this is where you would go set the permissions on what the recipient would be allowed to do. They cant forward it, and by the way, they cant forward it. They cant print it. They cant respond to it, thats my favorite. I will have the last word in this e-mail conversation. But the idea is you go right into permissions and you set what is it that were allowed to do. Can they print, can they forward, can they respond, can they do whatever, can they edit? Sometimes you only want people to be able to see it, sometimes you dont.

So this is this whole idea of information rights management. Any of you who work in legal departments or have companies that serve legal organizations or work with governments or have the finance groups within organizations, this is going to be a terrific service to keep the bounds around information transfer in your company. So this is a little bit about Office 2003 and how we bake in team-based productivity services, for Instant Messaging, for these document work spaces that work on Windows SharePoint Server, and finally, with digital rights management, the ability to protect the information thats important to your business. Thank you very much.

Jeff Raikes: Great. Thanks, Michael, great job. So as you can see theres a lot of exciting new value thats being created within Office System 2003 that gets you more deeply connected and in particular, your teams, the people within your organization more deeply connected in a way thats very effective, very productive and secures the information thats important to your organization. Now, Id like to move on and emphasize the importance of organizational productivity and how Microsoft Office System fits in to the opportunities that you have to help people participate, decide and help themselves in ways that improve the efficiency of the business.

With the advent of XML, its a great opportunity for us to open up information so that people can have access to what they need. I think earlier this week you saw the ability to use Excel to reach in to Microsoft Business Solutions information and bring it directly into Microsoft Excel for analysis. Is that great? Does that help you in your business? And of course, you saw with the business portal the ability to go ahead and to be able to create a portal environment that gets you deeply connected and the people within your organization deeply connected to information. Well, what I want to show you next is actually, you might think of it as sort of the starter kit for the business portal, and its a way to get people going on this concept. Michael emphasized the importance of Windows SharePoint services. Well, as part of Windows SharePoint services coming out this year youll have simple templates that dig in, that connect to the important Microsoft Business Solutions information, into the financial system. I can do sales information, inventory, earnings. And these are predefined templates so they come set up with the ability to immediately connect you.

Now lets go ahead and show some of what you can do. This is another SharePoint site that were looking at. And here what Im doing is Im looking at the sales page and I can go down here and I can look at the best sellers on margin. Obviously my business, thats very, very important. I can look at the worst sellers on margins. What are the things that arent really having the most impact on the business? I have the ability to go ahead and take a look at numbers for today. Lets say Im a sales person, I want to know whats really selling, whats happening in the business. In fact, perhaps what Id like to do is to go ahead and look at my sales results. Lets say that I am Ian and there I can see what orders Ive been able to book. I also can see what returns have been made. And you see that Im immediately connected to Microsoft Business Solutions so I get the details on this particular customer. Maybe Id like to follow-up and understand why they returned the item. I can go to the inventory system. As a sales person I want to know whats new. So Ill go ahead and take a look here, and here are all of the new items so that maybe there are things that Id like to learn about. I also, of course, want to know whats out of stock. I dont want to focus in on the things that cant make an impact for my customers immediately. And, as a sales person, I kind of want to know how Im doing. We have a direct deposit system but right here online taking advantage of the connection to payroll, and in a secure way so it only gives me my information. I can look at my earnings for the year. I can scroll down here and look at some of the details, both for current year-to-date and I get a visual display. This shows how were using web components to build both tables and charts into these pages. Heres my paycheck summary, I can see that 15 percent is going to taxes. Maybe Id like to look at the tax detail and see where thats going. Or perhaps Id like to look at the deductions detail, see whats being deducted from my check and where thats going.

So again, this is a great example of how were working across Microsoft to bring great new value through those synergies. Taking advantage of Windows SharePoint services, connecting in with Microsoft Office and Microsoft Business Solutions, to be able to immediately get you started in getting connected to business information. Now, today weve had an opportunity to see some of the exciting things that are happening with Office System and our introduction this year of 2003. Were very pleased that already theres a lot of enthusiasm momentum in the marketplace. Here are just a few of the quotes that weve already seen.

Office 11 is the most interconnected Office release to date. Its more than the usual upgrade as people might sometimes think. With Office System we are finally able to complete the core needs of our company as it relates to customers. And weve already received an award from Info World for how were using XML technology to get people connected to the information that makes a difference in their business. And were continuing to build on technologies to improve customer satisfaction and learning a lot from our work with Microsoft Business Solutions on their customer satisfaction work. Its part of the synergy in coming together as an organization. Its very important that we have a great experience and weve used our Watson technology- we hope you never have a crash, we hope that you never lose any information, but if you do have a crash and that little dialogue box pops up and says, Are you willing to send an error report to Microsoft? Please do it because thats how we make your experience better. We know what issues our customers are encountering via that connection which allows us to more rapidly turn around the things that impact your user experience. So were continuing to build on that throughout the Microsoft family of technologies. And were using our web presence to deepen the usage. Today there are about 15 to 20 million people, unique users, who come to Office tools on the web every month. Theyre taking advantage of the templates, the clip art, the things that help them get their job done that much more rapidly. So these are things that really help make a difference in terms of customer satisfaction.

And Im excited to say that you have a great opportunity. As part of being here with us, you are getting an Office 2003 Beta kit, and I strongly encourage you to use it. Ive been using Office 2003 as my primary productivity tools since October. And so we are very close to being able to release — you can take advantage of this today. I do it every day, you can take advantage of what Michael showed you in terms of Outlook. You can begin to understand the possibilities of XML for your business. So take advantage of Office 2003 today. Get a sense of the impact it can make for you.

Well, with that I want to close and say again, thank you very much for our partnership, for the ability to be working with you to help you and your businesses real.