Enterprise 2.0. Tony’s problem
“Tomorrow, Tony will have
to explain the new features
of a new product (never
seen before), to a new
customer (never seen
before).
Enterprise 2.0. Tony queries…
• He connects to his E20 console and queries his
Social Search Engine using the customer’s name as a
single keyword.
• The social search engine returns results categorized
by tags, sources, etc). This special engine uses:
• recommendation engine: aggregating bookmarks and tags
of all colleagues to maximize the collective intelligence
knowledge
• reputation engine: privileging most authoritative sources
Enterprise 2.0. Tony receives…
• The social search engine understands (from the tags)
that Tony is searching for a “customer”, so it queries
just the customer database (e.g. CRM)
• This database contains several info added directly by
the colleagues (who have a “karma” or “reputation”
greater than or lesser than others)
• From the recommentation engine it takes informations more
bookmarked by the colleagues
• From the reputation engine it understands who are the
most authoritative colleagues who are related to
that customer
Enterprise 2.0. Tony thanks…
• If the results coming from the social search engine
were useful, Tony thanks the system with a “I like it”
to make the search engine more intelligent
• The E20 console checks if the expert is online, if so
allows Tony to chat with him with a simple click
• If Tony is satisfied with the expert’s answers, he gives
a Kudos to him/her in order to increase his/her
“reputation”
Enterprise 2.0. The luck of Tony…
Tony doesn’t know what
the word “email” mean…
Enterprise 2.0. Post debate film…
• A new company culture is needed. A culture based
on both the importance of a effective knowledge
sharing, and meritocracy
• A new company strategy is needed. A company must
believe in their employees, making them fundumental
nodes of their network
• The software must be able to see and orchestrate all
needed processes
Culture.
Strategy.
The Culture. The barriers to overcome…
• Information sharing is more productive
• Endowment effect: people place a higher value on
objects they own than objects that they do not (e.g.
email)
• 1% rule: more people will lurk in a virtual community
than will participate
The strategy. The company must…
• To base everything on meritocracy (kudos, karma,
rating, voting, answers)
• Stimulate serendipity (mashup towards external and
internal resources)
• Facilitate “aha moments” (problem solving, BI,
aggregating contents)
The strategy. Drop the pilot…
From Hutch Carpenter’s blog
The strategy. The company must convey
new ideas (please, not by email :)
Enterprise 2.0 Hero
Andrew McAfee
Scientist at the
Harvard Business School
amcafee
A software Enterprise 2.0 must be:
• Freeform. The technology does not in any meaningful
way impose, hardwire or make and enforce
assumptions about workflows, roles, privileges, content
and decision-right allocations (groupware like
LotusNotes are NOT freeform)
• Frictionless. Users perceive it to be easy to
participate in the platform, and can do so with very little
time or effort
• Emergent. Mechanisms of online emergence are:
linking, tagging, following, etc
The software must be based on WOA
(ReST ready) in order to…
• enable the integration using mashup
• take advantage of cloud computing
• facilitate the cooperation between different company
invoking remote API
The software must be complete
• Must be “technology aware” to recognize all involved
environments: from applications (crm, erp, etc) to
custom applications
• Enterprise 2.0 use all systems/tools that are below
the portals (collaboration, BI, adapters, integration)
• Integrating all “the best of breed” (open source?)
could be too expensive
Dan O