more complicated connection method might be acceptable. It is helpful for the needs analysis matrix to include critical problems and attributes that an acceptable solution must have, and note characteristics that are valuable but not compulsory. Needs-analysis will result in a catalog of problems to which one can explore video communication solutions. For a small, centrally-located team that provides sales, training, or engineering support to a large number of field offices, one can offer a productivity-enhancing tool that can also minimize "burnout." Customers in highly competitive or volatile environments might find that video communication improves response time to fast-breaking events. Channel managers might use it to maintain and improve customer, distributor, partner or value-added reseller (VAR) relations. Sales may use it for product demonstrations or to add executives or specialists. Video communication can involve a broader base of people in strategy setting and decision- The Business Case making. It has a record of reducing product time-to-market and helping to avert late penalties. Video communication is a solution that can only provide value as it solves a business problem. Because video communication is such a powerful tool, it is a mistake to narrow the focus to reducing travel expense unless that is the top business objective. A senior manager may not be concerned with the cost of a plane ticket (and probably will not mind earning frequent-flyer miles). She is more concerned with business results, productivity, and personnel management. When it comes to spending scarce capital funds, she will not invest funds just to reduce a travel budget unless savings are exorbitant. She will invest in technology that enables her organization to succeed in core business areas. THE PROJECT PROPOSAL As with virtually any business initiative, proving-in and selling video communication starts with a business case or project proposal. The proposal outlines the project vision in terms of a project overview, customer 