ICT Management > Managing ICT Projects, Strategy & Planning

Using Skype to save money and assist communication

By Lasa Information Systems Team

This article looks at the features of Skype, how they have been used successfully on a Lasa project, and what the issues have been.

Using the Internet to make phone calls

Using the Internet to make phone calls is not a new thing. Voice over IP (more commonly known as VOIP) has been around for some time and is maturing fast. In addition to frontrunners like Skype, there is software available now that can link into existing telephone services, hook into mobile or wi-fi phones. If you have an old PC lying around the office (albeit with a reasonable amount of memory (RAM)) and some technical know how you can install a programme like Asterix to replace an organisation’s phone exchange (PABX).

At the less technical end of the scale Skype is now a mature and reliable free way to communicate over the Internet using voice or messaging. The knowledgebase article Phone Calls Over The Internet? explains the various bits of software and equipment you’ll need.

The need for Skype

To illustrate how Skype has been used, Lasa has been working on a project to create a learning programme for Circuit Riders and other voluntary sector ICT support and development providers since 2007. As part of the project we commissioned a consultant who divides his time between the USA and France. As the brief to the consultant has been quite wide ranging, it has meant that we’ve needed to be able to communicate quickly and readily and that sometimes the use of email has not been appropriate.  However, getting on the phone in the normal way would have racked up our respective phone bills quite considerably. Enter Skype.

One to one

One of the features of Skype that we’ve found most useful (and this is not unique to Skype) is to be able to be aware of when people are online. Respecting other people’s work patterns (especially when in different time zones!) is crucial to a good working relationship and Skype allows you to see when people are available and significantly when they are not.

The chat facility (essentially real time instant messaging, similar to Microsoft Messenger and other IM programs) has been used extensively and avoids unnecessary use of email. Skype automatically records the chat session and stores it as a continuous conversation irrespective of how much time has passed since the last one, so it’s easy to check back on what’s been “said” (generally this is more accessible than long email trails). It’s been useful when circumstances dictate that is not possible or desirable. Skype shows you when a message is being typed so it avoids the conversation getting out of synch too much.

But, of course, there are times when you need to talk. Generally Skype conversations over broadband were fine using a USB Skype phone (bought for about £10 from Maplin). A potential problem with Skype or other VOIP services is the line quality. We found this could be variable with voice break up and that on occasions we’d have to “redial” to get a better connection.

One to many

In addition to the USB phone, we also used an Ipevo Trio conferencing phone which allows a number of people in the same room to participate in Skype sessions. This again worked reasonably well although could be difficult for the external participant if voice levels varied considerably – some people are naturally quietly spoken and the microphone was not sensitive enough. Whilst raising the voice level helped it did not make the meeting particularly comfortable.

Another plus for Skype is using video whilst making a call. With the addition of a simple webcam (or using a built in cam which is common in laptops and Netbooks), it can be helpful to see the other person to get those visual clues and observe body language. It’s especially useful if there are more than two participants to avoid jumping in the conversation at the wrong time.

Saving time and money

It’s impossible to work out how much it’s saved in money terms by comparison to using plain old telephone services. However, we know that it’s also saved a great deal of time, and has helped the project by creating a good working relationship between the parties involved. Without it, it might not have been practicable to have used the consultant we did, which could have meant that the successful outcomes of the project experienced so far might not have happened in quite the same way…