SMB Market: Messaging and Collaboration Survey, 2005-2006

SUMMARY

An in-depth survey of 347 SMBs (i.e. 1-500 users) worldwide, with regards to messaging and collaboration. Survey Results include:

• Top Messaging Priorities and Issues -- Top Messaging Priorities of SMBs.
• Messaging Software -- Messaging server and client deployment and procurement plans.
• Webmail -- Deployment and use habits of Webmail services.
• Hosted Email -- Deployment, motivations, cost, and more.
• Email Traffic -- Growth of email traffic and size.
• Email Archiving and Compliance -- Deployment, attitudes, procurement plans, and more.
• Instant Messaging -- Deployment, use patterns, willingness to pay, and more.
• Security -- Spam, Virus, Spyware, and Email Encryption, product satisfaction, and more.
• Directories and Identity Management -- Deployment, features, concerns, and more.
• VoIP -- Deployment and procurement plans

This report is intended for Investors, Corporate Organizations and Vendors who need to make informed decisions about the SMB messaging industry.

TABLE OF CONTENTS

EXECUTIVE SUMMARY.............................................................................................15

• SURVEY SAMPLE........................................................................................................................18
• SMB RESPONDENTS BY REGION................................................................................................18
• SMB RESPONDENTS BY JOB FUNCTION.....................................................................................19

CHAPTER 1: MESSAGING PRIORITIES AND CONCERNS...............................21

• 1.1 SUMMARY OF RESULTS .......................................................................................................21
• 1.2 TOP MESSAGING PRIORITIES ...............................................................................................22
• 1.3 TOP SMB MESSAGING COMPLAINTS ..................................................................................24
  • 1.3.1 Top SMB Messaging Complaints by Messaging Platform ........................................................ 27
• 1.4 DOWNTIME ..........................................................................................................................28
• 1.5 CONCLUSIONS -- MESSAGING PRIORITIES AND CONCERNS.................................................29

CHAPTER 2: SMB MESSAGING BUDGETS...........................................................31

• 2.1 SUMMARY OF RESULTS .......................................................................................................31
• 2.2 SMB MESSAGING COSTS ....................................................................................................32
  • 2.2.1 SMB Messaging Costs by Product ............................................................................................ 32
• 2.3 MESSAGING ADMINISTRATORS ...........................................................................................33
• 2.4 CONCLUSIONS -- MESSAGING BUDGETS..............................................................................34

CHAPTER 3: MESSAGING SERVER SOFTWARE................................................35

• 3.1 SUMMARY OF RESULTS .......................................................................................................35
• 3.2 SMB MESSAGING SERVER DEPLOYMENT...........................................................................36
• 3.3 MS EXCHANGE SMB DEPLOYMENT BY VERSION ..............................................................37
• 3.4 IBM LOTUS DOMINO SMB DEPLOYMENT BY VERSION .....................................................38
• 3.5 SMB MESSAGING SERVER SATISFACTION..........................................................................39
  • 3.5.1 SMB Messaging Server Satisfaction -- Microsoft Exchange vs. IBM Lotus Domino................. 40
• 3.6 SMB MESSAGING MIGRATION PLANS ................................................................................41
  • 3.6.1 SMB Messaging Migration Plans -- MS Exchange vs. IBM Lotus Domino............................... 42
  • 3.6.2 Migrating to Which Product?.................................................................................................... 43
  • 3.6.3 Why are You Migrating? ........................................................................................................... 44
• 3.7 SMB MESSAGING UPGRADE PLANS....................................................................................45
• 3.8 CONCLUSIONS -- MESSAGING SERVER SOFTWARE..............................................................46

CHAPTER 4: MESSAGING CLIENT SOFTWARE.................................................47

• 4.1 SUMMARY OF RESULTS .......................................................................................................47
• 4.2 MESSAGING CLIENT DEPLOYMENT.....................................................................................48
• 4.3 SMB MS OUTLOOK DEPLOYMENT BY VERSION.................................................................49
• 4.4 SMB LOTUS NOTES DEPLOYMENT BY VERSION.................................................................50
• 4.5 SMB REMOTE EMAIL ACCESS ............................................................................................51
• 4.6 WIRELESS EMAIL.................................................................................................................52
• 4.7 CONCLUSIONS -- MESSAGING CLIENT SOFTWARE...............................................................53

CHAPTER 5: WEBMAIL PORTALS .........................................................................55

• 5.1 SUMMARY OF RESULTS .......................................................................................................55
• 5.2 SMB TOP WEBMAIL PROVIDERS.........................................................................................56
• 5.3 TOTAL SMB EMAIL ACCOUNTS..........................................................................................58
• 5.4 CONCLUSIONS -- WEBMAIL PORTALS..................................................................................59

CHAPTER 6: HOSTED EMAIL..................................................................................61

• 6.1 SUMMARY OF RESULTS .......................................................................................................61
• 6.2 SMB HOSTED EMAIL DEPLOYMENT ...................................................................................62
  • 6.2.1 SMB Hosted Email Providers.................................................................................................... 63
  • 6.2.2 SMB Hosted Email Platforms.................................................................................................... 63
  • 6.2.3 SMB Factors for Choosing a Hosted Email Provider ............................................................... 64
• 6.3 SMB HOSTED EMAIL MOTIVATIONS...................................................................................65
• 6.4 SMB HOSTED EMAIL COSTS ...............................................................................................67
• 6.5 CONCLUSIONS -- HOSTED EMAIL.........................................................................................68

CHAPTER 7: EMAIL TRAFFIC AND SIZE.............................................................69

• 7.1 SUMMARY OF RESULTS .......................................................................................................69
• 7.2 SMB EMAIL TRAFFIC ..........................................................................................................70
• 7.3 SMB EMAIL SIZE.................................................................................................................71
• 7.4 SMB EMAIL BANDWIDTH/STORAGE REQUIREMENTS ........................................................71
• 7.5 SMB EMAIL SIZE MANAGEMENT........................................................................................72
• 7.6 CONCLUSIONS -- EMAIL TRAFFIC AND SIZE.........................................................................73

CHAPTER 8: EMAIL ARCHIVING...........................................................................75

• 8.1 SUMMARY OF RESULTS .......................................................................................................75
• 8.2 EMAIL ARCHIVING DEPLOYMENT.......................................................................................76
  • 8.2.1 Duration of Deployment............................................................................................................ 77
  • 8.2.2 Insourcing vs. Outsourcing ........................................................................................................ 78
• 8.3 SMB EMAIL ARCHIVING MOTIVATIONS .............................................................................79
• 8.4 SMB EMAIL ARCHIVING SATISFACTION.............................................................................80
  • 8.4.1 SMB Email Archiving Product Loyalty ..................................................................................... 81
• 8.5 SMB EMAIL ARCHIVING USAGE PATTERNS .......................................................................82
  • 8.5.1 Frequency of Accessing Archiving Messages............................................................................ 82
  • 8.5.2 Time Spent Searching for Archived Messages .......................................................................... 83
  • 8.5.3 SMB Instant Messaging Archiving ............................................................................................ 83
• 8.6 SMB EMAIL ARCHIVING COSTS..........................................................................................84
• 8.7 SMB EMAIL ARCHIVING BARRIERS ....................................................................................84
• 8.8 SMB EMAIL ARCHIVING DEPLOYMENT PLANS ..................................................................86
  • 8.8.1 SMB Deployment Plans: Insourced or Outsourced Solution .................................................... 87
  • 8.8.2 SMB Email Archiving Willingness to Pay ................................................................................. 87
• 8.9 CONCLUSIONS -- EMAIL ARCHIVING....................................................................................88

CHAPTER 9: COMPLIANCE .....................................................................................91

• 9.1 SUMMARY OF RESULTS .......................................................................................................91
• 9.2 SMB COMPLIANCE PRODUCT DEPLOYMENT ......................................................................92
• 9.3 SMB COMPLIANCE MARKET DRIVERS ...............................................................................93
• 9.4 SMB COMPLIANCE PRODUCT USAGE HABITS ....................................................................94
  • 9.4.1 Pre vs. Post Review ................................................................................................................... 94
  • 9.4.2 Who is Monitored by Compliance Products.............................................................................. 95
• 9.5 CONCLUSIONS -- COMPLIANCE ............................................................................................96

CHAPTER 10: INSTANT MESSAGING....................................................................97

• 10.1 SUMMARY OF RESULTS .....................................................................................................97
• 10.2 SMB IM DEPLOYMENT .....................................................................................................98
  • 10.2.1 SMB IM Products in Use......................................................................................................... 99
  • 10.2.2 SMB Preferred IM Products.................................................................................................. 100
  • 10.2.3 SMB IM Products for Business Purposes.............................................................................. 101
• 10.3 SMB IM POLICIES ............................................................................................................102
• 10.4 SMB IM USE ...................................................................................................................103
• 10.5 SMB IM MANAGEMENT PRODUCTS ...............................................................................104
• 10.6 SMB IM BARRIERS..........................................................................................................105
• 10.7 SMB IM WILLINGNESS TO PAY ......................................................................................106
• 10.8 CONCLUSIONS -- INSTANT MESSAGING ...........................................................................107

CHAPTER 11: SECURITY.........................................................................................109

• 11.1 SUMMARY OF RESULTS ...................................................................................................109
• 11.2 SMB TOP SECURITY CONCERNS .....................................................................................110
• 11.3 ANTI-SPAM......................................................................................................................111
  • 11.3.1 Time Managing Spam............................................................................................................ 111
  • 11.3.2 Anti-Spam Product Deployment............................................................................................ 111
  • 11.3.3 Anti-Spam Product Satisfaction ............................................................................................ 113
  • 11.3.4 Stand-Alone Solution vs. Bundled Solution ........................................................................... 114
  • 11.3.5 Software vs. Appliance .......................................................................................................... 115
• 11.4 ANTI-VIRUS.....................................................................................................................116
  • 11.4.1 Frequency of Virus Attacks ................................................................................................... 116
  • 11.4.2 Virus Recovery Time ............................................................................................................. 117
  • 11.4.3 Stand-Alone Solution vs. Bundled Solution ........................................................................... 117
  • 11.4.4 Software vs. Appliance .......................................................................................................... 118
• 11.5 SMB SPYWARE................................................................................................................119
• 11.6 SMB EMAIL ENCRYPTION................................................................................................120
• 11.7 CONCLUSIONS -- SECURITY..............................................................................................121

CHAPTER 12: DIRECTORIES .................................................................................123

• 12.1 SUMMARY OF RESULTS ...................................................................................................123
• 12.2 SMB DIRECTORY DEPLOYMENT.....................................................................................124
  • 12.2.1 SMB Directory Deployment Plans ........................................................................................ 125
• 12.3 SMB METADIRECTORY DEPLOYMENT............................................................................126
• 12.4 CONCLUSIONS -- DIRECTORIES ........................................................................................127

CHAPTER 13: IDENTITY MANAGEMENT ..........................................................129

• 13.1 SUMMARY OF RESULTS ...................................................................................................129
• 13.2 SMB IDENTITY MANAGEMENT DEPLOYMENT.................................................................130
  • 13.2.1 SMB Identity Management Products Deployed..................................................................... 131
  • 13.2.2 SMB Identity Management Elements..................................................................................... 132
• 13.3 SMB IDENTITY MANAGEMENT DRIVERS........................................................................133
• 13.4 SMB IDENTITY MANAGEMENT FEATURES .....................................................................134
• 13.5 SMB IDENTITY MANAGEMENT CONCERNS ....................................................................135
• 13.6 SMB IDENTITY MANAGEMENT BENEFITS.......................................................................136
• 13.7 SMB IDENTITY MANAGEMENT BARRIERS......................................................................137
• 13.8 CONCLUSIONS -- IDENTITY MANAGEMENT .....................................................................138

CHAPTER 14: VOIP ...................................................................................................139

• 14.1 SMB VOIP DEPLOYMENT ...............................................................................................139