IBM Software Group Thought Leadership Whitepaper. IBM Customer Experience Suite and Rich Media

Transcription

1 IBM Software Group Thought Leadership Whitepaper IBM Customer Experience Suite and Rich Media

2 2 IBM Customer Experience Suite and Rich Media Introduction In order to help customers meet their exceptional web experience goals in the most efficient and flexible manner possible, IBM has released a new offering that is designed to help organizations create highly engaging, personalized, and differentiated web experiences. This new offering is called IBM Customer Experience Suite. One cornerstone of the Customer Experience Suite is support for compelling web experiences that contain all types of rich content: audio, video, images, animations, and more). This whitepaper describes IBM s rich media partnerships, and how these solutions pre-integrate with IBM s web experience offerings. Trends Driving Adoption of Rich/ Digital Media In recent years, text based information on the internet has given way to more rich content such as Audio, Video, Images, and Animations; primarily due to the proliferation of digital media capture devices, making it easy for consumers to create, edit, and share rich content. Also, the rise of social media sites has made it possible for consumers to actually share content on the web. Five key trends have emerged as contributors to the growth behind rich media adoption: A Networked World As more and more people are using Internet based services for their day-to-day life, there is an explosion in the amount of content that is required to support the needs of the online consumer. The content explosion is primarily driven by the wide adoption of Rich Media Social Computing and User Generated Content The rise of Facebook and YouTube are examples of online communities that are strongly influencing corporations to take advantage of this medium to attract consumers and repeat visitors Evolving Business Models for Online Content The rapid growth of technologies tracking and measuring website use is making it easy for organizations to leverage online targeting spurring a need for more online content and evolving models for monetizing it. Device Independent Content Sophisticated content delivery systems allow Rich Media to be delivered anytime to any device. Explosion of video Corporations are recognizing the power of video for both internal and external purposes and are seeking platforms for creating their own channels to manage their content, access rights, licensing constraints, and target audiences. Traditionally, companies in the media and entertainment market have been the main users of Rich Media solutions as they have had the maximum amount of content that needs to be digitized and managed. More recently there has been a shift in focus towards the traditional corporate customers purchasing Rich Media tools to facilitate marketing and corporate communications. This shift in demand has created an ever-increasing demand to manage this content, and has compelled organizations and enterprises to take a look at how rich media can be used and incorporated into their internal and external websites. Digital Media Lifecycle Although the technology landscape is widely fragmented right now, there are enough technologies and platforms available in the market today that can be used to easily and widely deploy Rich Media to meet consumer needs. While there are multiple use cases and patterns for Rich Media management and publishing, in its simplest form, the Rich Media market can be segmented into three major categories representing the Rich Media content lifecycle:

3 IBM Software Group 3 Creation Devices and desktop tools for creating and manipulating Rich Media files, including tools and software for live capture of audio, video, and images Management Software solutions designed for the ingestion, cataloguing, storage, management, retrieval and distribution of digital assets including support for converting native Rich Media formats to multiple formats to broadcasting and publishing. Distribution and Publishing Delivery systems to end users using channels such as Live Webcasting, Online Video Platforms for retrieval and re-purpose of digital content, integration into existing web portals, and Content Delivery Networks to maximize the bandwidth to meet changing consumer needs Rich Media Solution for IBM Customer Experience Suite It is widely accepted by organizations, of all sizes that Rich Media has a bigger impact of attracting additional consumers and visitors than text based content. This introduces a need for software solutions not only to manage these richer content and media types, but also publish them in a format that can be useful for consumers and visitors irregardless of the underlying technologies. IBM Customer Experience Suite makes it easy for organizations to address their Digital Content needs by providing out-of-the-box, integrated rich media editing and publishing capabilities. A key component of the IBM Customer Experience Suite is Lotus Web Content Management, an enhanced platform with underlying services to deliver rich and dynamic websites. In addition to improved and new social features, it combines the essential ingredients needed to deliver exceptional online experience, Rich/Digital Media Management and Publishing. The product provides complete templating support for all types of content (Audio, Video, Images, Animations etc) - allowing any digital media to be treated as native content - and for custom templates to be created to handle specific types of media. Rich media wrapped within a content template can be dynamically displayed - in its native form, linked to within a content item, and treated independently as a separate asset. The product now also enables media to be profiled (metadata applied and tagged) and it is possible to use a rule component to conditionally display media based on metadata. Users can also add or reference multimedia files within page components and presentation templates and the system will then render them based on the presentation logic within the template. While IBM Customer Experience Suite can be easily extended to meet a range of customer needs, it can also leverage business partner solutions from Media Beacon, Genus Technologies, and Qumu to capture, store and manage digital assets. Each of these partners has delivered pre-integrated capabilities with IBM s web experience offerings. For example, with their MediaUpshot offering, Genus Technologies delivers out-ofthe-box components to edit and publish rich media from within IBM s web content management function. Media Upshot from Genus Technologies Genus Technologies is an IBM Premier Business Partner delivering solutions that streamline the business processes of capturing, managing, storing, and distributing enterprise content including rich media components like video, audio, and electronic photography. For the past 26 years, Genus has served more than 400 customer companies including Winnebago Industries, Lawson Software, Slumberland Furniture, NewPage, NetJets Corporation, The University of Miami, FedEx Trade Networks, and the State of Wisconsin. Genus Media Upshot is an end-to-end rich media processing,

4 4 IBM Customer Experience Suite and Rich Media management, and delivery solution for IBM Customer Experience Suite using components such as Lotus Web Content Management, WebSphere Portal, and Lotus Connections. Media Upshot was named a 2010 IBM Beacon Award Winner in the Outstanding Innovative Collaboration Solution category. Figure 1: Media Upshot supplies complete integration with WebSphere Portal, Lotus Web Content Management, and Lotus Connections Content Management At the Core While Rich Media solutions can take different forms, the unique architecture and solution from Media Upshot allows an enterprise to support a single infrastructure for managing all of its unstructured content, whether that content is involved in production processes or used in ad-hoc rich media applications. Organizations that are looking for an Enterprise Content Management repository for storing and managing rich media, can leverage Media Upshot s ability to store content in IBM s FileNet or IBM Content Manager repository which using the components of IBM Customer Experience Suite, such as WebSphere Portal, Lotus Web Content Management, and Lotus Connections as the user interface. With Media Upshot, rich media initiatives are handled like any other enterprise-level content application. Media Upshot both empowers the creation and administration of content while appropriately controlling content, network resources, and viewer access. A substantial transcoding capability creates the different versions of content many applications require. All media assets can be managed, secured, and tracked so only the appropriate and most useful content is delivered to the people that need it. This architecture offers a store once, deliver anywhere approach to working with Lotus products and other user interfaces created using Media Upshot s web services (SOAP and REST) based architecture. Winnebago Industries is an example of an enterprise leveraging a common ECM repository both for business content and rich media. Their IBM Content Manager system supports a number of applications such as dealer invoicing and warranty claims. It also supports employee portal applications like secure access to paycheck stubs. By utilizing Media Upshot, Winnebago was able to add support for rich media such as training materials, service information, and an extensive self-service photographic library for the press all incorporated into a single highly managed, secure repository. The Media Upshot product also allows for easy and intuitive authoring and delivery of rich media by existing Lotus Web Content Management authors and consumers. Authors are able to search or navigate the media library and embed rich media into a web site while they are in the process of authoring content in one click of a mouse. Additionally, Media Upshot lets users publish rich media as content items managed by Lotus Web Content Management, providing the ability to use WCM templating for an easily adaptable user experience.

5 IBM Software Group 5 With Media Upshot an organization can focus on the content itself, and rely on Media Upshot to handle the underlying publishing, rendering, and management of their entire rich media portfolio. An example of just such a situation is at Slumberland, a 120 store furniture retailer. Slumberland has invested in WebSphere Portal, Lotus Web Content Management, Lotus Connections, and IBM Enterprise Content Management as its underlying infrastructure to support both employee and corporate communications. The corporate training staff simply uses Media Upshot s integration with WebSphere Portal and Lotus Web Content Management to upload, process, manage, and deliver training videos for associates at the stores. Prior to this, Slumberland manually copied the content to multiple DVDs and mailed them to the stores, an effort that required significant time and expense. Using Media Upshot, related content is also easily associated to a rich media object. For example product specification and warranty information can be attached to a training video. Figure2: Delivering training video in Lotus Web Content Management Media Upshot also supports the authoring, delivery and tracking of educational materials like videos, presentations, audio files and the documents that support them. Once an educational media element is completed, a quiz module can invoke an assessment tool that will measure the learner s comprehension of the just-viewed content. The quiz module will store the results so that they are available to support corporate certification and compliance needs. Media Upshot and Enterprise Social Software The explosion of social computing outside the enterprise has sparked a need for similar capabilities inside the organization. Employees now expect to be able to communicate and interact using rich media like video. The Media Upshot for Lotus Connections Edition extends the functionality of the Connections My Files tab by supporting rich media content including video, audio, Microsoft Office, Open Office, and PDF files. Non-technical users can easily upload rich media content via the native Connections user interface, expose that content publicly, or simply share it with specific users or groups. Search within Connections is fully supported, and a user can comment on a media item just as if it were text. Media Upshot for Lotus Connections also adds rich media support for blogs and wikis. A Complete Rich Media Solution Media Upshot from Genus Technologies is a feature rich solution for Rich Media Management. Its features include: An enterprise class architecture, enabling rich media management and reuse from the IBM ECM repositories, FileNet P8 and CM8. End-to-end rich media capture, management, and delivery for IBM Lotus Web Content Management, WebSphere Portal, and Lotus Connections.

6 6 IBM Customer Experience Suite and Rich Media Programmable web services access to all rich media asset management capabilities. A single, internet browser-based user interface for rich media management by non-technical staff. Automatic transcoding of video files into multiple formats including Adobe Flash Video (.flv) and MPEG4 H264 (. mp4), regardless of the video s length, output bit rate, or size. Automatic generation of alternative versions (i.e.: different bit rate/video size) for users with varying network connection bandwidths. Automatic transcoding of audio files into different target formats e.g., mp3, wav, and RealAudio. Automatic generation of previews, thumbnails, and resized versions of still images. Automatic extraction of all metadata embedded in rich media files (audio, video, images, etc.). Automatic generation of page previews for uploaded documents in rich text, Adobe Acrobat, Microsoft Office, and OpenOffice.org formats. Automatic publishing of audio and video files to streaming servers. Available searches for assets using metadata or simplified text searches. Organization of assets into folder hierarchies. Live and on-demand video streaming support. Mobile devices support. Delivering rich media to mobile devices (including iphone and BlackBerry) via Lotus Web Content Management and Lotus Connections User Interface R3volution 3.0 from MediaBeacon The world is closer to being 100% born digital with corporate assets like branding assets, educational materials and other richly-generated content. With this also comes the move around a smarter publishing and smarter re-purposing. This means assets now need to be used across more output channels without being recreated all the time. For corporation s websites, the imagery, video and other materials are never born small for the web. They are created in the highest resolution possible but need the flexibility of reused and converted into multiple formats for the web, mobile device delivery, and even print. MediaBeacon s digital asset management (DAM) portfolio of products is designed to bring to an organization what they need to best enable their rich media as the system of record for the originally created and approved assets. The key drivers of success in implementing a successful DAM include: Interface: An intuitive user interface that is flexible to each type of user Metadata: A flexible and complete metadata model and capture process. Because media files also move from one technology to another, the need for persistent metadata is a priority. The ability to have the metadata with the asset in the file so the media keeps its context. Ease of integration: With the creative process and tools, with other components to best manage and enable assets like video and with all the possible outbound channels. Flexible: With standards around video formats, changes in the creative tools and the ever changing output channels with the advent of smart phones and tablets being the primary growth in internet usage, the solution must be flexible. MediaBeacon brings all of this to clients in best enabling these and many other requirements to guarantee a successful implementation and continued success as the technology is more widely adopted. As MediaBeacon has been focused on the digital asset management industry for over 15 years, there knowledge of the end-to-end need and process is strong. The need to enable the creative processes in a heterogeneous organization set, to managing, tagging and securing the asset as that system of record, offering up a flexible interface platform made up of an ever growing number of widgets to allowing the ability to output assets to any number of channels or output points as simple as a drag-and-drop or self-updating RSS feed.

7 IBM Software Group 7 MediaBeacon integration with IBM Customer Experience Suite In integrating with IBM s WebSphere Portal and Lotus Web Content Management solutions, content owners and nontechnical creators and publishers can very easily use MediaBeacon s solution to take the large, high quality asset from the DAM, do multiple types of editing (i.e. crop) and additional metadata tagging and convert to the web-centric format. This can also include the ability to in-browser editing and converting/ transcoding video for web, manage the digital rights of the assets used on the website and track all the uses of the asset throughout its life with a detailed logging mechanism. MediaBeacon s R3volution 3.0 integration with Lotus Web Content Management can potentially be extended to use features such as R3search facet filter, Taxonomy Search, Color Search, MetaData management, Conversion, and Rich Content Editing. While MediaBeacon traditionally still manages the Rich Asset as the system of record, the integration with Lotus Web Content Management allows for assets to either reside natively inside Lotus Web Content Management or outside in an external repository. During the Video, Audio, or Image file editing process, the content can either be exported into and managed as a natively Lotus Web Content Management File Component, or referenced inside Lotus Web Content Management with its File Path, or URL. This integration flexibility can give customers the ability to automatically publish asset to Lotus Web Content Management managed it as an RSS Feed, or have the rich content automatically ingested into Lotus Web Content Management anytime content is edited within R3volution. Figure 3: MediaBeacon R3volution 3.0 MediaBeacon s Experience in Digital Asset Management MediaBeacon has many customers who represent a broad segment of the asset management marketplace. This includes organizations like the US Navy Visual News, the Guggenheim Museum, Hallmark Cards and Showtime Network. Showtime was using a proprietary DAM system but needed a solution that embraced open standards. In addition, the group wanted a way to provide direct access by individuals who wanted to re-purpose the files, rather than having to respond to dozens of requests per day to locate and send files. Business people enter data into systems we have, such as job tracking and scheduling, Nicholson says. Trying to get creative people to enter metadata is a losing battle, comments Nicholson. It s much better to provide that information from other sources. R3volution s Main Features: Configurable user interface using an open-standards based Widget user interface. Allows for any number of features and functions to be turned on when the user or users are ready. Video-ready out of the box. Ships ready for video with a

8 8 IBM Customer Experience Suite and Rich Media transcoder (to convert a video from one format to others), storyboard creation with thumbnails, closed captioning extraction for review and searchability and the ability to pre-generate any number of proxy files for use to DVD, web, download or broadcast. Extensive search and browsing capabilities. Over 10 different search options exists that can be turned on as widgets. This includes the markets first faceted-search engine natively created for a DAM allowing a user to navigate and learn relationships between metadata fields. Persistent Metadata is a key component to MediaBeacon. By adhering to the open XMP standard, all assets always have their metadata persist in the file itself. Open standards based platform. From the use of JAVA as the core language in developing the solution to using HTML5 and the Google Web Toolkit for the browser based application, the solution is open. This makes it very easy to extend, integrate and port for a clients specific needs. Scalable Architecture. MediaBeacon s primary components can all run together on one box or be split off onto multiple servers to scale based on specific bottlenecks. Qumu Qumu is the proven-scalable video platform leveraging WebSphere Portal to bring together video communications for the enterprise. Qumu helps organizations manage and deliver a wide range of video content to both internal and external audiences across desktop, web, mobile and signage devices. Integrated well with required IT components for security, authentication, streaming, distribution, publishing and storage, Qumu s products are well established in hundreds of Global 2000 organizations across the globe. Figure 4: Qumu s solution for IBM WebSphere Portal Enterprise use of Rich Media has taken multiple forms in the last few years, with webcasting or live broadcast as one of the staples of video communications for many companies and organizations. Webcasting typically takes the form of a presenter speaking alongside of content a blend of electronic slides or capture off a desktop. This is commonly known as people and content. Usually broadcast to a live audience, such as an all-hands meeting and often re-broadcasted to account for geographic time zones, webcasting has proven to be an effective means of reaching large audiences. Webcasting has grown in importance in the last 5 years, with companies moving beyond the quarterly CEO broadcast events to an era where live events are produced annually. While webcasting is an important communications tool, the challenge is in the details of capturing, managing, publishing and distributing this Rich Media content across corporate networks. This differentiated solution uniquely enables highly-reliable and cost-effective corporate video services with a simple user-interface.

9 IBM Software Group 9 Enterprise Rich Media Solutions in action: Corporate Video Libraries Enhance employee portals with a common repository for training resources, knowledge sharing, and customer self-service Communications - Live Video Webcasting CEO broadcasts, town halls, product launches; Improve communication and collaboration Employee Generated Content Create, share and leverage knowledge throughout organizations. Enable a unified user experience for video through WebSphere Portal Videoconference Recording & Streaming Extend the use of Telepresence/ Video TeleConference by enabling the content to be streamed to hundreds or thousands of employees/customers and even archived for later viewing. Turn every Videoconference room into video broadcast centers. Empower non-technical users to publish and manage video Lecture Capture Record and broadcast important guest lectures, visiting speakers or develop educational series for new employees. Extend the audience and reduce the cost of company communications Digital Signage - Manage syndicated streaming content: news, weather, financial while conveying important company information, events and news Qumu Enterprise Video Solutions Qumu ( is the video platform leveraging WebSphere Portal to bring together video communications for the enterprise. Qumu enables users to create, manage and distribute live Rich Media/video content. Qumu is a differentiated solution uniquely enables a secure, highlyreliable and cost-effective corporate video services with a simple user-interface with minimal impact on the corporate WAN/LAN. Figure 5: Qumu s Rich Media Management solution IBM Advantage with Qumu By integrating with IBM s WebSphere Portal platform, customers can integrate video with other social media - enabling a scalable, seamless experience behind the firewall. Additionally, through Qumu s integration video content can easily be integrated with other applications that are also being surfaced through the WebSphere Portal platform. Qumu s new JSR 286 standard portlets make video components (Carousels, Jukebox, Players...) a plug-n-play application for IBM WebSphere Portal, and can be tailored to fit unique requirements for use of video. Qumu integration modules also provide integration with Telepresence and videoteleconferencing systems from Polycom Tandberg/Cisco. Additionally, Social Collaboration with video will substantially raise employee and customer productivity, building self-forming communities, social production, knowledge collectives which further expand knowledge and reach through WebSphere Portal.

10 10 IBM Customer Experience Suite and Rich Media Figure 6: Manage Rich Media within IBM WebSphere Portal England Lawn Tennis Club (AELTC) knows that to remain as the premier Grand Slam, they need to : Extend the reach of the event by providing 24/7 access to the tournaments via rich media applications and social media Make rich content available through multiple Mobile devices to meet exponential customer growth from year to year Develop the web site to continually improve the offer to fans of instant information, functionally rich content and links to other social media platforms Make the website critical part of their competitive business strategy as they compete for global audiences with other professional sporting and entertainment events IBM can help you craft comprehensive video solution uniquely suited for your enterprise, leveraging Qumu and WebSphere Portal technology to speed time to success. This integration provides video solutions that are easy to implement, requiring little specialized skills often not always available in-house. Qumu, together with IBM, brings together several different disciplines in video technology-such as networking, media production, content management, video conferencing, telepresence, digital signage and solution integration Customer Example: IBM Live Events Solution for Wimbledon IBM Events, an organization within IBM, is responsible for creating the digital presence for some of the world s largest web events. IBM Events designs, develops and hosts Digital Media solutions using Lotus Web Content Management to manage the demanding content needs of several high-profile events such as Tennis Grand Slams (Australian Open, Roland Garros, Wimbledon, US Open), Golf Majors (Masters and U.S. Open), and The American Theatre Wing s Tony Awards. Wimbledon Challenges The Wimbledon Championships is one of the Grand Slam Tennis premier events and one of the most highly attended sporting events in the world. As the Official Information Technology provider, IBM builds hosts and manages the Championships web site The All Digital/Rich Media Management with Lotus Web Content Management Lotus Web Content Management, a key capability of the IBM Customer Experience Suite, makes this possible by managing the content needs of those applications. This allows AELTC to deploy a compelling online experience that attracts hundreds of millions of page views by leveraging digital media and social platforms. The Wimbledon solution leverages Lotus Web Content Management and its Application Program Interface (API) along with WebSphere Portal s support for the JSR286 portlet application to manage the content needs of a high availability HTML web site that draws hundreds of millions of page views in just a few days. The default content authoring template for Lotus Web Content Management allows user flexibility in that it allows event properties to organize their teams with standard groups and user roles. The roles define what sites, site areas and workflow functions they can perform on content and documents. The extended authoring template implements an XML configurable authoring environment to simplify, expose and streamline specific authoring functionality to seasonal editorial teams that have little or no experience with the software and

11 IBM Software Group 11 little or no HTML skill. This also allows the solution to be deployed quickly to any facet of the web site. Additionally, the content can be entered by users with just a few clicks. A JavaServer Pages (JSP) and JSP Standard Tag Library (JSTL) developed with the Lotus Web Content Management API allow the maximum authoring flexibility trade-off between complete authoring reuse and customizability. The JSTL allows Lotus Web Content Management API functions to be easily exposed via authoring JSPs to handle editorial data transfer between editorial content contributors and the web content management solution. Figure 7: Rich Content Editing with IBM Events Solution The XML configuration also defines content interrelationships related content ; defined as other Lotus Web Content Management site areas or third party ingested feeds such as photos or media. Related content is selected via a content picker based solution that allows the user to choose any other published Lotus Web Content Management content that is available for association to the parent document. The solution also extends the standard suite of Lotus Web Content Management content renderers by publishing XML streams to any number of publish targets. These publish targets are Java servlets that transform the XML streams with XSLT templates. This solution ensures a limitless content design scope and allows the solution to integrate with a high availability hosting infrastructure. One single click can publish content to any number of devices (desktop browser, mobile) or rich media applications (iphone, ipad, intranet, extranet or custom feed e.g. live video application control). The AELTC solution also incorporates a simple and powerful XML ingestion interface. The XML ingestion allows rich media content sharing and publishing control from third party systems using an agreed XML schema. A simple HTTP POST from the third party rich media system facilitates rich media meta-data transfer between the third party and Lotus Web Content Management. Once ingested into Lotus Web Content Management, the third party content is presented seamlessly to the user via media content pickers in the authoring interface. This allows the user to easily incorporate rich media into their content by simply choosing it as related content data. Through the XML feed, the third party systems also have the ability to instruct Lotus Web Content Management to publish or stage content data to a specific workflow stage. Figure 8: Rich Media Selection page for IBM Events Solution The solution takes advantage of the described content interrelationships to automate the generation of summary web pages like a daily news summary page. This allows the editorial team to concentrate on the production of actual editorial, providing better quality web site content and helping with managing large content flows in a small period of time.

12 12 IBM Customer Experience Suite and Rich Media Benefits with Lotus Web Content Management The Lotus Web Content Management solution brings a different perspective to the traditional web content management deployment scenario and shows the flexibility that the Lotus Web Content Management API brings to large, performance sensitive and complex content management problems. The solution has provided a cost effective, enterprise strength, cross platform publishing solution in a box that be deployed to a traditional web site implementation in just a few days. The system provides a workflow based content management solution that ingests and collates diverse content from writers, photographers, editors and rich media generators with just a few clicks. It is highly optimized to achieve more with less, providing efficient utilization, cost effective deployment and strong availability backed by WebSphere Portal technology. Summary The IBM Customer Experience Suite provides you with the ability to solve challenges broader than those that can be solved through a basic Rich Media Editing and Management solutions. When one considers the broader requirements that organizations have in the web space, it is clear that IBM provides a leading solution. Organizations are looking to provide Exceptional Web Experiences to their customers and constituents. In addition to out-of-the-box integration and support for multiple Rich Media Types throughout the management lifecycle, you can leverage IBM partner solutions that can easily integrate with IBM Customer Experience Suite to help create, manage, distribute, and publish Rich Media to your customers. The solution supports and facilitates a web site that has grown significantly in terms of Unique Users and Page Views over the past few years to allow editorial teams to meet their content goals by taking advantage of content interrelationships and automation. This creates rich content that is timely, compelling and accurate.

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14 Copyright IBM Corporation 2010 IBM Global Services Route 100 Somers, NY U.S.A. Produced in the United States of America September 2010 All Rights Reserved IBM, the IBM logo and ibm.com are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Webat Copyright and trademark information at ibm.com/legal/copytrade.shtml Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates. Please Recycle BCE USEN-00