Create equitable experiences to empower your staff

And it’s extra vital than ever for firms to guage the brand new applied sciences groups are implementing to make sure they’re facilitating the specified outcomes, in addition to to evaluate a specific expertise’s potential software to different areas and groups within the firm. “In a gross sales group, for instance, sure groups might have entry to sure instruments that enhance their productiveness. Nicely guess what? Different groups may have the ability to profit from that as nicely,” says Hughell. “It is vital once we herald new applied sciences that we negotiate our contracts such that they are versatile, so we will decide who wants the expertise.”

When evaluating new applied sciences to drive and help distributed workforces, Hughell suggests paring up people, which not solely helps folks study, however drives adoption of the brand new expertise and helps the corporate assess whether or not it’s bringing the anticipated outcomes. “I at all times inform my leaders examine what you count on. Do not simply purchase a chunk of expertise, roll it out and count on miracles to occur,” she says. “It’s important to drive adoption and utilization, and also you may discover that it was the incorrect expertise and it isn’t serving your required final result or objective, at which level, make that call as a pacesetter to quick fail and transfer on.”

Crucial greatest follow is to do what’s essential to empower your staff to succeed. Offering libraries of bite-size instruction movies, as an example, may help group members study particular options of latest expertise associated to their work, with out having to take a seat by way of lengthy coaching classes. Creating the ambiance of studying and collaboration is as vital to an organization’s success as implementing the brand new expertise. “On the finish of the day,” says Hughell, “for those who can present somebody that you’ll assist empower their success and assist enhance their productiveness and cut back friction of their day-to-day operation, not many individuals would argue with that.”

This episode of Enterprise Lab is produced in affiliation with RingCentral.

Full transcript

Laurel Ruma: From MIT Expertise Evaluation, I am Laurel Ruma and that is Enterprise Lab, the present that helps enterprise leaders make sense of latest applied sciences popping out of the lab and into {the marketplace}. Our matter right this moment is constructing a tradition of collaboration and innovation. No matter the place your staff and prospects are situated, the pandemic has highlighted the necessity for all staff to collaborate, contribute, and innovate in all places, and the identical proves true for purchasers as extra firms transfer to a hybrid workforce mannequin, however the want for communication will increase.

Two phrases for you: collaboration first.

My visitor is Faiza Hughell, who’s RingCentral’s chief buyer officer.

This episode of Enterprise Lab is produced in affiliation with RingCentral.

Welcome Faiza.

Faiza Hughell: Thanks a lot for having me.

Laurel: As a chief buyer officer at RingCentral, how do you outline your position within the group and in trade as a complete?

Faiza: I outline the position of a chief buyer officer as one which serves each prospects and staff. It is a crucial position, as I feel tying the wants, the wishes of the shopper, to the innovation and the methods and the go-forward plans of any group, are crucial to any firm’s success. All of the whereas being conscious that each firm’s success can be predicated on joyful, enthusiastic, keen, and hungry staff.

Laurel: I prefer to say expertise is straightforward, it is folks which can be exhausting. How do folks, staff, and prospects alike want to vary the way in which that they assume to give attention to collaborating on-line first? What are the advantages?

Faiza: Completely, nice query. I have been a collaboration chief for nearly 30 years, promoting communication, collaboration applied sciences, and the one factor I discovered, and I feel that is no matter what position you serve in any group and even in life for that matter, is that life may be very situational. Individuals are very situational. And it is so vital, particularly now on this surroundings, to deal with issues on a case-by-case scenario. Somebody could also be coping with a problem as a result of it is one thing that is new to them. They could be a star in different areas of their work or their enterprise, however they could be dealing with a problem that is model new, and you actually have to teach and handle to that particular scenario and hold the dialog targeted on the specified final result. In doing that, your staff, your prospects really feel that they have been heard, they really feel that they have been supported they usually do not feel lower than. I feel that is an vital factor in right this moment’s surroundings.

Laurel: Yeah. Particularly within the context of the pandemic, we’ve discovered ourselves in these conditions, whether or not it is a doorbell ringing or a baby crying, our days are usually not the identical as they was once. These hungry staff, they’re excited, able to work for the shoppers and have nice outcomes, however it’s not at all times really easy now.

Faiza: Yeah. Actually, I feel it is much more troublesome to entry folks, to entry applied sciences, to entry packages, to get folks to be collectively. Gone are the times of simply strolling to Invoice’s workplace to say, “We have got a difficulty.” Now you have to observe Invoice down just about.

Laurel: So, once we take into consideration the transfer to hybrid work, and this does appear to be fairly a shift in the way in which that firms are working now, there is a totally different set of challenges, particularly ensuring that each one staff have equal entry to communication and collaboration platforms. RingCentral calls this “participant fairness.” Might you inform us extra about this concept?

Faiza: Participant fairness is absolutely predicated on the flexibility to empower your staff with the instruments that they want, the applied sciences they want, the packages that they want, to succeed in success, to stay productive always. And I am going to let you know, it’s vital—I’ve seen it firsthand. I am going to offer you an instance: in a gross sales group, sure groups might have entry to sure instruments that actually enhance their productiveness. Nicely guess what? Different groups may have the ability to profit from that as nicely. It is actually vital once we herald new applied sciences that we negotiate our contracts such that they are versatile. So we will decide who wants the expertise, who’s not needing the expertise.

Faiza: And we normally observe that by way of utilization at RingCentral. I can really see who’s utilizing what, and if it is helpful to them. I like to actually dive down and swim with my fish. It is the one approach to know what’s taking place with the present and perceive how are these applied sciences empowering your success? How are you utilizing them? And I prefer to pair these folks with different folks within the group who might not be seeing that very same profit to allow them to get mentored and coached and hey, look, if it does not work, it does not work. Not all applied sciences are one dimension suits all.

Laurel: Yeah. And that is a extremely great way of framing it, too. It isn’t like everybody’s trying to see what you are doing and the way a lot time you are spending on numerous packages or platforms. It is actually simply to maximise folks’s effectiveness and, as you stated, to enhance in areas the place we might not be as sturdy. And so having that potential to take a look at a platform and a variety of totally different utilization stats to convey folks collectively actually doesn’t simply profit every particular person, however the group general.

Faiza: Oh, completely. And I’ve discovered at occasions that we have deployed applied sciences that we have invested significantly in and solely a 3rd of the inhabitants are utilizing it by way of these brown bag lunch classes. By means of partnering and pairing folks up, we have gotten utilization to extend and, due to this fact, productiveness will increase. And our final result, our objectives are achieved as a byproduct of that movement. So it is actually vital. I at all times inform my leaders examine what you count on. Do not simply purchase a chunk of expertise, roll it out, and count on miracles to occur. It’s important to drive adoption and utilization, and also you may discover that it was the incorrect expertise and it isn’t serving your required final result or objective—at which level, make that call as a pacesetter to quick fail and transfer on.

Laurel: Oh, that is nice recommendation there. So what are a few of these greatest practices that groups can deploy for creating that equitable expertise, whether or not it is a brown bag lunch or one thing else?

Faiza: I feel along with sharing one of the best practices, it is actually vital that folks have totally different modes of studying. I’ve obtained a handful of reps in my group that do not essentially have the bandwidth or time to take a seat by way of multiple-hour, stay, in-person or instructor-led classes. Typically folks miss these coaching classes, too. So, it is so vital that you simply handle your content material. Whenever you’re rolling out some new expertise, do have that stay coaching, do report that coaching, and break it down into some small bite-size items of issues you understand folks may battle with essentially the most, moderately than having to return and take heed to a complete two-hour session.

Faiza: Create a library that your staff can go entry, like a two-minute sound chunk on one thing particular, a selected function inside the expertise. And you will find that individuals are extra more likely to adapt to it. It is similar to prospects: you promote to prospects the way in which they wish to purchase, you service prospects the way in which they have to be served. Nicely, that very same strategy must be utilized to the worker as nicely. It’s important to be sure to’re creating an environment the place it is conducive to all kinds and modes of studying and permits them to get data shortly with out having to look in 1,000,000 totally different locations and make investments an excessive amount of time.

Laurel: Yeah. And that is for on-the-spot studying and wishes. How do you encourage that innovation spirit as nicely in these collaboration platforms?

Faiza: I feel it is about storytelling. Similar to after I was in gross sales, we might do a number of storytelling to prospects, sharing how the RingCentral platform has empowered our different buyer success. Would you prefer to study doing that inside your online business? It is the way you convey the worth. It’s important to convey your worth to your prospects, and you need to convey the worth to your staff as nicely. It is the outdated “what’s in it for me.” And I feel in right this moment’s world the place individuals are shifting so quick and there is a lot alternative at all people’s fingertips, you actually need to hone in on why it issues and why ought to or not it’s vital and why ought to or not it’s prioritized.

Faiza: On the finish of the day, for those who can present somebody that you’ll assist empower their success and assist enhance their productiveness and cut back friction of their day-to-day operation, not many individuals would argue with that. And I feel we neglect typically that at the same time as staff, there could be 10 instruments you need to use. Some folks want an old school methodology, some individuals are actually tech savvy and fast adopters. Once more, it turns into situational. You have obtained to have the ability to handle the 2 totally different courses of people.

Laurel: So, once we discuss innovation with prospects, do you will have an instance or two of how prospects are working in numerous methods with collaboration platforms?

Faiza: Completely. So, I have been promoting collaboration and communication for over 28 years. I’ve seen a number of other ways, however most not too long ago I launched a buyer gratitude sequence over the Thanksgiving vacation, simply a possibility to place some highlight on my prospects and the good work they’re doing. It is actually wonderful to see how folks have pivoted to collaboration expertise. We had been in a buyer advisory board assembly with Hearth Medical, one in every of my prospects, speaking about how they had been leveraging RingCentral video to assist present coaching for the respiratory tools. Particularly on this pandemic world, with all of the those that have gotten deathly in poor health round us, stopping enterprise operations for a corporation like that’s only a disgusting thought.

Faiza: Nonetheless, it was a extremely rewarding feeling to listen to about how they had been capable of pivot from in-person coaching on their medical gadgets and tools to coaching just about by way of RingCentral video. That firm didn’t miss a beat. They had been capable of transfer to a work-from-home surroundings, with zero interruption to their enterprise, they usually had been capable of serve their prospects and get that medical tools out and guarantee their prospects and finish customers had been skilled on easy methods to use these gadgets. And it offers me goosebumps to consider what number of lives had been saved due to this firm and their use of this expertise. It is a humbling expertise if you hear these tales.

Laurel: Yeah. And I feel we, particularly through the pandemic, take into consideration the necessity and maybe have at all times thought, nicely, well being care and the pharmaceutical industries have been a bit behind all of the fast-moving tech, and the way can we transfer every part quicker, however to be truthful, this can be a very high-touch trade that has protocols, wants, and rules all in place. And to discover a approach to really shift that so shortly to have every part on-line is definitely fairly an accomplishment. And though we see that as perhaps an innovation that was in years within the making, they nonetheless needed to do it, and as you stated, pivot, after which succeed with it. So, it isn’t only one a part of the equation; it is actually all of these items coming collectively.

Faiza: Completely.

Laurel: So, we kind of have that inside expertise with innovation and the way we may help people collaborate and talk higher within an organization. After which we’ve the flexibility for numerous buyer do wonderful issues with innovation. How does buyer expertise additionally evolve and enhance with these sorts of collaboration platforms?

Faiza: That is an awesome query. We have been deploying a number of issues right here at RingCentral to guarantee that we’re capable of solid a large internet and meet all of our buyer wants and calls for, particularly within the peak of the pandemic, the place firms had been having to pivot to full work-from-home environments. You’ll be able to solely think about the variety of questions they’d. Actually, I have been speaking to a number of prospects who’ve not too long ago deployed our contact middle applied sciences, and the suggestions I am getting is how blown away they’re at the advantages that they’ve seen from productiveness features, having the ability to handle with good, clever information and reporting, the productiveness of their staff throughout a enterprise day, and their takeaway is that, wow, we deployed this due to having to pivot to make money working from home. Nonetheless, we realized now we wanted this all alongside; these applied sciences are tremendous highly effective.

Faiza: So, I feel collaboration is available in many types throughout all of our platforms right here at RingCentral. It isn’t simply video and video collaboration. Whereas I’ll say it has been so enjoyable to participate in a number of the buyer and worker classes which have taken place, to proceed to maintain tradition and vitality alive and empowering that human connection by way of video has been wonderful. However our different applied sciences and the tales I hear from prospects and the way they’re collaborating utilizing our different applied sciences, equivalent to our contact middle or messaging platform, have been actually refreshing as nicely. Plenty of firms have pivoted to actually an immersive expertise within the full unified communications platform that RingCentral affords. Actually, I used to be chatting with a buyer yesterday. They participated in our Small Enterprise College Problem. When the pandemic hit, RingCentral stood up a number of packages to assist our small and medium-size enterprise (SMB) prospects.

Faiza: 22% of SMBs needed to completely shut their doorways within the peak of the pandemic. And we tried our best to assist empower our prospects and make sure that they had been capable of proceed enterprise operations. One factor we did is we launched the Small Enterprise College Problem, the place we had been pairing our small enterprise prospects with MBA grads from respected universities to assist pivot their enterprise and methods. Catching up with a kind of prospects who participated in that occasion yesterday, he has really instituted some everlasting follow in his small enterprise, leveraging on-line shops, leveraging QR codes, the place folks can scan a QR code to schedule a digital assembly utilizing RingCentral video, a gathering that will’ve in any other case been one thing that they might’ve walked into their storefront for. It is actually, actually cool to see. Actually, he is shared with me for the reason that massive hit in 2020, quick ahead to now, his enterprise has grown tremendously on account of that.

Faiza: And I could not put any extra emphasis on the significance of innovation. He was open-minded. He was keen to attempt new issues. He was keen to pivot some methods, and he is now, quick ahead, working his enterprise in what I might take into account a hybrid format. His outdated brick-and-mortar enterprise follow of individuals coming into his storefront, married now with digital conferences, and he is capable of serve extra prospects on account of it. So, his enterprise really grew on account of that innovation and the leveraging of those totally different platforms.

Laurel: I feel everybody loves listening to these varieties of tales of how folks and corporations have come by way of this. And I am glad you talked about SMB, the small and medium-size companies, as a result of it’s a kind of areas that clearly had been hit very exhausting through the pandemic, however folks are inclined to perhaps overlook like, oh, what may you presumably be doing for innovation as a small enterprise? However that could be a superb instance of one thing that really occurred, and the outcomes are tangible. What other forms of fascinating and stunning pivots did you see?

Faiza: I touched on contact middle earlier; that gave the impression to be the most well-liked one as I got down to attain out to and join with prospects of all sizes over the previous couple of months. Corporations just like the likes of Medifast all through World Imaginative and prescient—I’ve performed a ton of interviews. I even interviewed a buyer not too long ago whose group places on canine reveals and taking these stay, in-person canine reveals and people occasions that folks liked and regarded ahead to, for all these fur lovers on the market, and taking that on-line and seeing an excessive amount of success. So, whether or not or not it’s medical tools, whether or not or not it’s canine reveals, whether or not or not it’s humanitarian efforts, I’ve seen all totally different prospects of RingCentral make some severe pivots over the past 12 to 24 months. And it is actually, actually refreshing to see the innovation that is gone on there. And simply how deeply RingCentral’s expertise has empowered their success to do enterprise in new methods.

Faiza: We joke right here internally in my group, “I survived a gathering that would have been a message.” It’s important to have a stability. Sure issues cannot be performed by way of prompt messenger, or sure issues cannot be performed by way of telephone calls. Typically you actually need to have a gathering, share screens, have a look at content material collectively, and are available to selections. Nonetheless, what number of occasions have all of us sat in a gathering for an hour that would have simply been a fast change of messages? So, I actually encourage folks to only take a second of pause and take into consideration the specified final result, the scenario, what the issue is, what are you making an attempt to deal with, and actually put some thought into what taste or mode of communication you actually wish to take to just be sure you can resolve that drawback, you will get by way of that collaboration successfully and transfer ahead.

Faiza: I sit by way of a number of group messages in our messaging platform, and I am continually discovering myself having to say, “Workforce, this needs to be a gathering or a stay dialogue. You are not going to resolve it right here.” And it is humorous as a result of I feel over messaging, folks wish to do it as a result of it is quick, and that is nice, however typically quick is not the fitting strategy. You actually need to put extra thought into it, and that requires deeper collaboration. So, a part of me actually has at all times been in love with RingCentral as a result of it is empowered my life as a working mum or dad. I am at all times on the go. I really like the truth that I might be sitting right here in a dialog like this with you right this moment. I can flip to my cell gadget, throw it on mute, if I needed to, prepare dinner one thing for my son actual fast, run again upstairs.

Faiza: I feel as mother and father, we’re all discovering ourselves in these distinctive conditions. Typically you are in a video assembly and it runs lengthy. I can flip off the digital camera, I can flip it to my cell gadget, make it to the varsity to choose up my son and be again dwelling, and nobody is aware of, and I have never missed a beat, and I have been related. Proper now, I feel the way in which the world is working, we’re having to stretch ourselves in methods we would not have imagined in any other case. And with the fitting expertise, with the fitting innovation and the fitting collaboration, it is potential.

Faiza: Whereas, I am enthusiastic about this, I do prefer to remind folks, particularly these working mother and father on the market, remember to maintain you and get some self-time in there. Self-care time is so vital, and you have to stability all of it a way, someway. And it is a making an attempt time, I feel, for us additionally. I have been encouraging folks to, when you’re leveraging these collaboration and collaborative applied sciences, when you’re driving innovation on this hybrid world, just be sure you’re taking some pause and a while for self-care as nicely.

Laurel: Completely. And maybe that will come within the type of watching a canine present. So how can rising applied sciences, as a result of as you stated, we’re speaking about innovation and that is actually a brand new expertise to some people, and other people have been a part of this world and this course of for a very long time, however rising applied sciences like chatbots and synthetic intelligence, how are these taking part in a task in collaboration platforms and name facilities to assist prospects discover these efficiencies, save time, and lower your expenses?

Faiza: As I transfer ahead in 2022 for my very own group, I am actually specializing in three imperatives. I really took this from a BCG, Boston Consulting Group, article not too long ago about embedded structural resilience. Understanding the potential service request alongside two dimensions. You have obtained the predictability of demand, which is the quantity of service requests that come into a company, after which you have to additionally handle that along with the complexity of decision. So you need to take into account enterprise continuity, you need to take into account world scale, and once more, prospects wish to purchase the way in which they wish to purchase, they usually wish to be served the way in which they have to be served. So, how do you get a preemptive and responsive mannequin working congruently? It is fascinating as a result of as I do analysis on this, I discovered for greater complexity requests, that once they name into service organizations, 45% of name time is taken into account lifeless air; it is as a result of it is a complicated factor. Your brokers are having to go discover data.

Faiza: So, how do you resolve for that? Nicely, you resolve for that by arming your brokers with bionic capabilities. You actually have to reinforce with these bionic capabilities, make investments deeply of their enablement, guarantee that they’re skilled to deal with complicated conditions. And then you definately leverage AI applied sciences, automation, and self-service applied sciences to actually increase the much less complicated wants by way of modes of self-service. So, I have been deploying a number of chatbots and self-service instruments right here at RingCentral myself. I wish to put data at my buyer’s arms in as actual time as potential. If they’ve a easy want, they’ve a easy query, I would like that data at their fingertips. We stay in a self-service world. Who does not wish to simply self-serve? We might all want it. Whenever you go to the movie show these days, you do not wait in line to speak to the gentleman or the younger girl behind the counter.

Faiza: You go to the teller and also you swipe your bank card and also you say, “I want 4 tickets to Sing 2,” and also you get your tickets and also you enter the movie show. It is simply the world we stay in. My Costco not too long ago put in some self-service strains, and I used to be thrilled. I’m that one that can go to Costco and purchase solely two issues, for those who can consider it, and I do not wish to wait in lengthy strains the place folks have these massive, big carts stacked to the highest with issues. I really like having the ability to breeze by way of that self-service line. So, the identical with applied sciences and expertise patrons. It is all about automation by way of digital self-service, augmenting your group with bionic capabilities to allow them to actually, actually focus in on the extra complicated strategic wants of the shopper. And that permits us on the finish of the day, to flex our human capability with new workforce fashions, and that is develop into much more vital in right this moment’s world.

Laurel: I’ve a small confession right here. I labored for a time in a name middle, serving to prospects plan their European journey by prepare. So, I can attest to that lifeless air as I scrambled to lookup schedules and maps and timetables for everybody to get to the place they wanted to go. And that chance for self-service is simply so empowering, as you stated, for the shopper themselves. Nevertheless it additionally helps the agent to know that when a name does come by way of, they may help in the very best method potential as a result of they know this particular person has most probably checked out all different alternatives they usually simply form of want that one-on-one assist. I really feel that may be much more satisfaction for even the folks working within the name facilities since you’re at a better stage of service as nicely.

Faiza: Completely. I might like to quote some stats from this text, for those who do not thoughts.

Laurel: Certain.

Faiza: They are saying right here that firms report by implementing these AI-driven knowledge-based instruments, they’ve improved their first contact decision by 5 to 7%, lowered name dealing with time by 20%, and lowered new rent coaching by 25 to 40%. And I am seeing that myself as I am deploying these totally different instruments as nicely. It is fascinating. I’ve deployed a number of self-service instruments, which implies my much less complicated conditions are actually being dealt with by way of our data base. Our prospects are capable of entry that data themselves. So, I am really seeing my first name decision not go up, however it’s taking place barely, and that is really a superb factor. Some folks may panic about that; I am not. It signifies that the self-service instruments I’ve carried out are working, and my group is now dealing with the extra complicated instances that require just a little bit extra time for decision.

Faiza: And that is the stability that I used to be actually making an attempt to strike, was moderately than hiring, I’ve an enormous name middle of help brokers, moderately than including a whole lot or 1000’s extra brokers, can I offset with some self-service instruments? Put data in actual time in prospects’ arms and empower the two,000-plus brokers I’ve to only deal one on one with prospects, give them the due consideration they should actually resolve the extra complicated points. The reply is, sure, it is working brilliantly. I am solely 1 / 4 in on this journey and I’m so thrilled with the outcomes I am seeing early within the sport. I get goosebumps desirous about what that is going to appear like a yr from now. I am unable to wait to see it come to fruition.

Laurel: Oh, that is wonderful. Talking of future wanting, how are you advising prospects to consider collaboration and innovation within the subsequent couple, two or three years?

Faiza: Yeah. It is fascinating; it is an awesome query. So, RingCentral has at all times been the work-from-anywhere firm pre-pandemic. I actually have been a hybrid worker since 2015. Our taglines have at all times been work from wherever, on any mode, in any gadget. I am unable to let you know what number of conferences I’ve joined from mountaintops, lakeside, beachside. I am an avid traveler. I’ve liked RingCentral’s expertise as a result of it is empowered my private life. However I feel as we transfer ahead, folks will take a few of this with them. So, it is a actually vital time to guarantee that we proceed to place the fitting applied sciences in folks’s arms. We proceed to empower them, but in addition leverage it to energy that human connection. It is actually exhausting. I feel we will all conform to group construct, to bond, to construct tradition on this surroundings.

Faiza: We won’t lose sight of that. I actually encourage folks to remain near it. I not too long ago participated in a digital charades sport with one in every of our groups. It was actually a number of enjoyable. We loved ourselves. It is one thing that at the same time as we transfer ahead, I have been desirous about. If tomorrow every part had been to open again up and return to in particular person, nothing ever was really in particular person, if you concentrate on it. You at all times had some distant staff. And there have been at all times moments the place anyone could be neglected of one thing as a result of they stay in Nebraska or they stay in Illinois. Now I’ve come to search out that there is so many different issues we may have been doing to incorporate these folks in these group constructing and tradition constructing actions for workers. So I might say, it is vital to maintain each shifting ahead. It is an fascinating time, it truly is.

Laurel: A lot alternative. Faiza, thanks a lot for becoming a member of us right this moment on the Enterprise Lab. This has been such an awesome dialog.

Faiza: Completely. Thanks for having me.

Laurel: That was Faiza Hughell, the chief buyer officer at RingCentral, whom I spoke with from Cambridge, Massachusetts, the house of MIT and MIT Expertise Evaluation, overlooking the Charles River. That is it for this episode of Enterprise Lab, I am your host, Laurel Ruma, I am the director of insights, the customized publishing division of MIT Expertise Evaluation. We had been based in 1899 on the Massachusetts Institute of Expertise. And yow will discover us in print, on the internet, and at occasions annually around the globe. For extra details about us and the present, please try our web site at technologyreview.com. This present is obtainable wherever you get your podcasts. If you happen to loved this episode, we hope you will take a second to fee and assessment us, Enterprise Lab as a manufacturing of MIT Expertise Evaluation. This episode was produced by Collective Subsequent.

This podcast episode was produced by Insights, the customized content material arm of MIT Expertise Evaluation. It was not written by MIT Expertise Evaluation’s editorial employees.