The Art of Communication—Not So Easy Across an Enterprise

Alan Eddie, global head of regulatory and operation risk IT at Royal Bank of Scotland (RBS), says he likes to joke that sometimes his daughter seems to have a better grasp of how to use communication technology than banks.

He'll watch her at home communicating with her friends through chat sessions and video. "She tells me she's doing her homework," Eddie says. "But, you know, it's better than we have at work. So [creating better ways to communicate] is a key initiative. ... As we go about