Web 2,0 for organizational Knowledge Management 2009

How can you use Web 2.0 for internal KM? Innovation? Collective Intelligence? Einat Shimoni VP & Senior Analyst, STKI www.einatstki.blogspot.com 1 All Rights Reserved @Einat Shimoni, STKI www.stki.info

Knowledge Management – The “traditional” approach Full-Blown “enterprise” systems Costly Managed Usually complex to use and not personalized …“but it’s worth it for the good of the enterprise” “Build them and they will come” All Rights Reserved @Einat Shimoni, STKI www.stki.info 3

Traditional KM Problems • Built as stand-alone repositories, not connected to everyday processes • Bringing the right information to the right user at the right time remains a challenge • Categorization is problematic • “We Built it and they still didn’t come” • From lack of information ---- to Too much Information 4

Web 2.0 Internal Impact: The New Age KM  A Cultural Attitude – user centricity  A set of technologies – AJAX, RSS  Best Practices for Collaboration – Blogs, Wikis, Tagging, Communities The Problems with Web 2.0-oriented KM: hard to maintain consistency & quality, overflow of information All Rights Reserved @Einat Shimoni, STKI www.stki.info 5

Internal Blogs Benefits: • Capture of knowledge (Organizational memory) • “Flattening” of the organization • Top-management get direct feedback from employees • Expert blogs slowly develop into “communities of practice” (CoPs) 6

Internal Wikis Internal Wikis examples:  Enterpedia  User manuals (employees and customers contributions)  Teamwork and communication  Project Coordination and Management (people, project summary, relevant documentation, client) The result: fewer emails, project repository, newcomers don’t “miss” anything Example: Dresdner’s IT department for documentation of a new S/W project. Project-related e-mail volume decreased by 75%, meeting times cut by 50%, wiki contains 2,000 pages and is widely used 7

Web 2.0 Systems Definition “Systems that harness network effects to get better the more people use them” - Tim O’Reilly 8 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

Web 2.0 for Internal KM: Definitions Wikis: “A quick and simple method of building databases and Internet sites in which the content is written, edited, and reviewed by the surfers”. Blogs: (short for Web log) “A blog is a personal diary in which the blogger writes posts that Internet surfers can read and usually also respond to”. RSS (Really Simple Syndication): “RSS is an easy, effective, and low-cost tool for collecting relevant sources of information and providing users with links to the content of interest”. Source: 10 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

Web 2.0 concepts, tools & examples Source: Ed Yourdon 11

Web 2.0: User is at the center 12

What is Web 3.0? Source: Ed Yourdon 13

Web 2.0 for Internal KM  Hard to maintain consistency & quality  Creates an overflow of information  Unlike the web, no economies of scale for the enterprise 14 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

Web 2.0 for Internal KM  Old model has largely failed  Excellent practices for collaboration  Wikis has proven very effective for project teams  SNA (Social Network analysis) teach about informal organizational structures Source: Byeday 15 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

Main Differences  Traditional KM: Expensive, IT-dependent, complex Web 2.0 KM: Cheap, simple to set up, run and use  Traditional KM: Top-Bottom, Centrally Managed, controlled Web 2.0 KM: Bottom-up, decentralized, not “controlled”  Traditional KM: “The larger the org - the harder it gets” Web 2.0 KM: The larger – the more “searchable” 16 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

Have organizations entered Enterprise 2.0*? (Source: Cutter) Planning Already im plem entation launched Not at all 7% 8% 33% Early Experim ents 18% Gathering info 34% A third of worldwide orgs are gathering info, another third have started… * Enterprise 2.0: The implementation of Web 2.0 for enterprise needs. Doesn’t include client-facing initiatives 17 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

Common problems  Hard to turn employees into bloggers, taggers, wikiers? Those who have the most valuable knowledge have the least spare time  Not for any purpose / any type of organization  Determining the right degree of control is hard The Problem: Lack of information Too much data! 19 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

Recommendations • Web 2.0 as Best Practices for knowledge sharing Start with the existing communities First step towards Blogs: track down experts! Wiki: excellent for project-related content Use tracking and monitoring Invest in UI (make needed adjustments for non-technical users) 20 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

Information Systems What about Systems that support Innovation? 21 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

MEGA Application Trends: The Applications “Mix” • 70% - 90% of IT activities are about infrastructure / commodity type activities • What about innovation? Source: Nicholas Carr 22 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

Innovation Tools http://www.innovationtools.com • Idea generation & evaluation • Supporting brainstorming • Mind mapping 23 All Rights Reserved @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info

Common problems  Can you turn employees into bloggers, taggers, wiki-writers? The ones who have the most valuable business knowledge have the least spare time of all  Creating information overflows, not “organized” enough  Not for any purpose  Not for any organization  How “managed” should it be? All Rights Reserved @Einat Shimoni, STKI www.stki.info 25

Recommendations • Web 2.0 as Best Practices for knowledge sharing Start with communities that are ALREADY sharing today First step towards Blogs: track down the experts! Wiki: excellent tool for project-related content Use tracking and monitoring to understand what’s being used and what else is needed Need to invest in UI (adjust it to the non-technical user) 26

Thank You! Einat Shimoni VP & Senior Analyst www.einatstki.blogspot.com 28

Web 2,0 for organizational Knowledge Management 2009

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