Multichannel Support

Most portals today support computer browsers as the user interface, but web services make it easier to support multiple hardware platforms from the same applications and content. While enterprise portals are great, what if you need to query a database from the airport and you have no Internet connection or PC? What is the simplest way to check or update your calendar or look up a phone number? These applications call for a portable device like the Pocket PC.

The .NET Framework inherently supports additional hardware such as cell phones and personal digital assistants (PDAs) as well as PCs. These new devices are more suitable for mobile and wireless applications, require less power than a PC, and have other advantages such as instant-on. Pocket PCs and tablet PCs may be equipped with biometric security devices to allow authentication with fingerprints rather than with username and password.

With third-party products, you can extend the reach of a portal to allow use by people who do not have computers. This approach to bridging the digital divide is called integrated voice response (IVR). With IVR functionality in a portal, you can access content and applications through any telephone.

For instance, building contractors must apply for permits for construction projects and cannot start the work until the permits are approved. Contractors may have dozens or hundreds of permit applications outstanding at any given time. With IVR, a contractor can inquire from the job site without a laptop and an Internet connection. The contractor would call a number and respond to voice prompts either by speaking or entering numbers on a touchtone phone. For instance, entering a username and password (using the phone pad) would authenticate the user. Next, the contractor would enter the permit number, and the system would respond with the status and approval code for the permit.

If you are starting a new portal project, you may choose a phased approach to supporting multiple devices. Standards are evolving in handheld technology, but few organizations have deployed uniform hardware for their mobile users.