cal. The business case for video communication must clearly inform these executives of cost reductions or markets gained. They will want to know whether competitors, customers, or suppliers are making similar or complementary infrastructure investments. Government and public sector enterprises, like their private sector counterparts, must increasingly leverage limited resources for maximum return. Improving the quality of service to the public and accomplishing more with less is critical. A number of agencies are using, and many more are considering the use of, video communications as a service delivery tool. Since the early 1990s, federal government agencies have used video for internal communications. The Social Security Administration has used video communications to resolve claims disputes and disability cases. Other agencies, such as Health and Human Services, have leveraged video communication via kiosks and the Internet. When developing a business case for a technology with which one's organization is inexperienced (and about which it may entertain misconceptions), one must hone skills in areas such as: Understanding the enterprise's market, industry, and challenges Knowledge of standard business concepts and accounting practices Internal partnering, investigation, and needs-analysis How video communications can enhance competitive position Vendor alliances and support from key business partners. The Business Case KNOW YOUR BUSINESS The first step in implementing video communication as a business solution is becoming familiar with the organization's market, industry, and challenges. IT professionals increase stature by putting business first and technology second. The key to success is thinking strategically, thoroughly understanding the enterprise and its market, and developing strong relationships with managers in functional groups outside IT. Enthusiasm for a technology rarely compensates for failure to appreciate fundamental issues. A prepared IT professional will have studied the company's prospectus,