eMusic, which subscribes to a hosted Exchange service from Andover, Mass.-based NaviSite Inc., is emblematic of the conundrum facing many small to midsized businesses: They want sophisticated email features and functions -- from antivirus filters and archival capabilities to whiteboarding" and wireless. But they don't want to break the budget or force key employees to spend half their time troubleshooting the mail server or deciphering new government regulations on email archiving.
Today, email is the primary way in which employees collaborate and communicate with customers and business partners. At the same time, few businesses would call email strategic. Like a phone system or office space, email is infrastructure that a company requires, but not something that sets it apart from competitors or defines the company's business model.
Therefore, email options ought to be reliable, secure, easy to use and support all the communications features that employees need to do their jobs, but not any fancier than the needs of the business dictate.
So what factors should a small to midsized organization consider when selecting an email system? The main considerations are cost, supportability and features, both for current and future needs.
Weighing email options
Microsoft's Exchange 2000 and 2003 is the mainstream choice for email, not only because it's from the company that effectively makes the operating system standard, but also because it's a fairly affordable and ubiquitously supported product. It also can be had either in-house or as a hosted option from any number of hosting companies. Microsoft Exchange Standard Edition is $700 for the server, plus $67 per user, according to list prices.
"Exchange is the one that continues to grow in market share. [Microsoft] Outlook is the most prevalent client out there," said Lee Benjamin, an analyst with San Francisco-based Ferris Research.
A full-featured, in-house implementation of an enterprise-level application can get expensive. IBM Lotus Domino, which Ferris Research says has 17% of the market share and trails only Exchange, comes in a small business version called Domino Express. The list price is $96 per user, with annual maintenance fees.
Novell GroupWise, third in market share with 11%, costs $130 per user. However, Novell also offers Small Business Suite 6.5, which includes GroupWise, NetWare networking software and other applications, for $475 per five new users.
Both Domino and GroupWise have lots of features and can be fairly complex. In Domino's case, businesses can create customized collaborative applications, a boon to a company that requires a unique workflow application. But this means you also need to have Domino development expertise on hand and be willing to pay the price for a more flexible and complicated environment.
"There's a potential cost issue with the Domino world, unless you're really going to use Domino for its application development," said Benjamin.
For a 100-user installation of Oracle's Collaboration Suite, a license costs $6,000. The license, however, does not include the cost of Outlook, which Oracle uses as the client through which users access their email. Outlook retails for about $100 per user, though prices drop with a volume licensing plan. However, businesses will also need an Oracle-trained staffer because the Collaboration Suite sits on an Oracle database.
On the opposite end of the scale are open source email options, such as OpenGroupware.org or Eudora's WorldMail Server ($5/mailbox). Users should be wary that while having the flexibility associated with open source applications, Eudora lacks many of the more sophisticated capabilities of packages like Collaboration Suite, GroupWise, Exchange or Domino.
"People go with market leaders for interoperability, longevity and stability, and for integration with their applications," said Erica Rugullies, senior analyst for Cambridge, Mass.-based Forrester Research. "For instance, say you're working in a CRM application. Any time a contact email address appears, you can click on it and it launches your email application. If you're working in Eudora or something, you just don't have that level of interoperability."
Additionally, unless a company has an employee trained in Linux, or a support firm down the street, it may find support more difficult."If you've got an IT department with one or two people, open source becomes a little more difficult," said Teney Takashashi, market analyst for the Palo Alto, Calif.-based Radicati Group. "And while there is a difference in price, it's not enormous, particularly for a small environment."
Features, of course, are a primary consideration. Do you need a plain wrapper email-only system, or will your employees require extras such as support for wireless messaging while on the road, file sharing, or "whiteboarding?" In the Windows world, for instance, Windows SharePoint Services makes it possible to create sites where employees can upload documents, make changes and otherwise collaborate on files. If you go the Lotus route, you can also take advantage of the Lotus Instant Messaging and Web Conferencing (formerly Sametime) to do instant messaging, share a desktop or bring up a shared whiteboard.
Another potential benefit of going with a mainstream package -- like Exchange or Domino -- is the option of having your email outsourced to a hosting company. The cost of hosted email ranges from $10 to $20 per user per month, according to Marcel Nienhuis, a Radicati analyst who follows the hosted market. The advantage, he said, is plenty of tech support and the availability of more sophisticated features than a small business IT staff might be capable of offering by itself.
"A lot of these hosted providers provide a checklist of options, like email archiving [for compliance with industry regulations], or antispam and antivirus software. Or, maybe you want to outfit top management with BlackBerrys. They can do that," he said.
Regardless of the package and delivery option you ultimately choose, Rugullies' advice is to think beyond messaging."A business needs to consider what tools it needs for collaboration between employees, with trading partners, customers and buyers. So even if your immediate tactical need is for email, there should be some thought also given to long-term collaboration needs."
Given that email is such an integral part of daily work life, perhaps the most important consideration for any email buying decision should be its reliability and peace of mind.
As eMusic's Holcombe noted about his decision to outsource, "There may be spam attacks, viruses, or other issues from time to time, but at least I don't have to hassle with it. [The provider] has got the staff and expertise to deal with those things."
Sue Hildreth is a freelance writer and editor based in Waltham, Mass. Contact her at Sue.Hildreth@comcast.net.