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Increase your competitive advantage Create a KM system from your Intranet portal

Increase your competitive advantage Create a KM system from your Intranet portal

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    GDS International - CIO - Summit - Europe - 9 GDS International - CIO - Summit - Europe - 9 Document Transcript

    •         Increase your competitive advantage Create a KM system from your Intranet portal       Findwise  Göteborg   2011-­‐09-­‐30                                   Helge  Legernes   helge.legernes@findwise.se    www.findwise  .se  |  info@findwise.se  |  +46  31  288  400  |  Drottningg.  5  |  411  14  Göteborg  
    •  AbstractWith  data  volumes  growing  by  200  percent  a  year,  knowledge  workers  are  spending  around  30  percent  of  their  time   trying   to   extract   useful   information.   Furthermore   a   recent   U.S.   study   asserted   that   knowledge   workers  spend  more  than  twice  as  much  time  re-­‐creating  already  created  content  as  they  spend  creating  new  content.  In   addition   to   this   time   spent   on   maintaining   structures   for   storing   incoming   unstructured   information   (e.g.  mail,  documents  etc)  is  increasing  rapidly.    Enabling  search  solutions  makes  information  easy  to  find,  however  the  key  is  to  transform  this  information  into  knowledge.  This  is  normally  not  done  by  simple  intranet  search  functionality,  however  the  intranet  portal  can  act   as   a   portal   to   a   knowledge   management   system   based   on   advanced   search   functionality   with   added  collaborative   functions.   This   transforms   your   organization   into   a   “knowledge   finding  organization”,   creating   an  even  more  competitive  organization.    Knowledge  Management  systems  based  on  an  Enterprise  Search  Platform  (ESP)  can,  if  implemented  properly,  significantly  improve  the  efficiency  of  an  organization.  IDC  Research  suggests  in  their  latest  report  (April  2006)  “Hidden  cost  of  information  Work”  that  the  cost  for  wasted  time  on  the  part  of  professional  searching,  but  not  finding  relevant  information,  amounts  to  $5.3  million  annually  for  an  enterprise  with  1000  knowledge  workers.  ©  2009  Findwise  AB   1    
    •  Table of ContentsTraditional  search  ..............................................................................................................  3  Search  behaviour  ...............................................................................................................  3  Enterprise  search  technology  .............................................................................................  3  Requirements  for  a  KM  solution  .........................................................................................  4  Knowledge  discovery  through  Enterprise  Search  ................................................................  4  Turn  your  intranet  portal  into  a  KM  system   ........................................................................  6  Horizontal  communication  &  corporate  boundaries  ...........................................................  8  Finding  people  with  knowledge   ..........................................................................................  8  Information  as  a  corporate  asset  ........................................................................................  9    ©  2009  Findwise  AB   2    
    •  Traditional searchThe   handling   of   corporate   knowledge   through   effective   knowledge   management   will   become   one   the   most  critical  competitive  advantages  in  the  future.  The  more  people  work  as  “knowledge  workers”,  the  more  time  is  spent   on   searching   for   the   right   information.   The   common   factor   to   all   information   in   a   typical   enterprise   is  unstructured  content  which  is  hard  to  find  with  traditional  techniques.  U.S.  and  European  analysts  agree  that  about  80  percent  of  information  within  an  enterprise  is  unstructured.    Traditional  search  functionality  is  included  in  many  IT-­‐solutions,  as  a  tool  for  finding  stored  data.  Normally  the  functionality   gives   access   to   data   stored   in   the   current   application   e.g.   search   functionality   in   a   mail   client   or   in  a   CRM   application.   However   these   search   tools   normally   are   isolated   functions   and   do   not   contribute   to  sharing  knowledge  across  the  organization.    Search behaviourLooking   at   people’s   behaviour   when   using   search,   they   seldom   find   the   right   information.   According   to   user  surveys  50%  of  online  search  is  not  successful  and  22%  of  all  searches  have  no  result.  People  also  find  it  difficult  to  use  search  engines;  44%  of  users  are  not  sure  what  to  type  into  a  search  engine  and  39%  of  users  misspell  queries,  which  potentially  provides  poor  result  set.  Enterprise search technologyToday’s  enterprise  search  technologies  provide  a  common  extraction  and  access  layer  for  both  structured  and  unstructured   information.   The   technology   focuses   on   performance   and   scalability   for   rapid   and   efficient  retrieval   of   all   information   in   a   common   way.   Structured   information   is   content   residing   in   mainframes,  databases,   enterprise   applications   and   other   forms   of   storage   with   a   static   data   model.   Unstructured  information   is   all   kind   of   documents   (Word,   Excel,   PDF,   etc)   stored   on   fileservers,   Web   content,   rich   media,  mail  etc.   Figure  1  –  Enterprise  Search  Platform  (ESP)  ©  2009  Findwise  AB   3    
    •  Requirements for a KM solutionToday’s  Knowledge  Management  (KM)  system  must  serve  all  groups  of  people  in  an  organization,  with  fast  and  correct  information  about  how  to  act  towards  customers,  create  values  and  improve  performance.  The  basic  features   are   a   search   portal   on   the   intranet   with   navigators,   collaboration   possibilities   and   clustering  techniques  to  create  dynamic  structures  for  grouping  information  “on-­‐the-­‐fly.    But   a   good   KM   solution   must   also   understand   the   content   deeply,   organize   it   automatically   and   deliver   it  intuitively  to  all  users,  whenever  needed.  To  have  the  possibility  to  provide  this,  the  solution  need  to  access  all  information   across   the   traditional   data   sources,   locations,   user   devices,   languages   and   geographies.  Furthermore   the   demand   of   finding   and   processing   the   most   recent   information   in   the   never-­‐ending  information  flow  for  each  organization  must  be  handled.        An   organization   that   plans   to   build   a   KM   system   based   upon   a   search   platform   must   use   a   platform   which  meets   the   demand   of   high   customisation   possibilities   e.g.   support   for   relevancy   tuning,   high   tunability   in  content   processing,   support   for   profiles   (handles   organizational   platforms   differences).   Otherwise   one   might  fall  into  challenging  implementation  issues  after  the  initial  phase.  Knowledge discovery through Enterprise SearchBy  using  experts  that  have  experience  in  strengthening  the  knowledge-­‐sharing  within  organizations  by  means  of  enterprise  search  technology  combined  with  a  customized  intranet  portal,  a  company  will  be  well  prepared  to  meet  the  ever  growing  demand  for  efficient  working.  Using  search  as  a  foundation  for  retrieving  and  making  the   company’s   KNOWLEDGE   visible   by   finding   information   and   knowledge   from   earlier   experiences   and  previous  projects  is  a  low  cost  strategy  for  managing  the  corporate  knowledge.    Since   search   technology   is   able   to   form   a   layer   above   all   content   within   an   organization,   building   knowledge  systems  upon  this  serves  as  the  ultimate  base,  i.e.  the  content  from  all  information  silos  is  gathered  together  in  one  common  index.  This  enables  the  organization  to  refine  and  utilize  the  corporate  wisdom  from  one  single  access  point.    This  will  give  people  easy  access  to  knowledge  they  know  about,  but  not  where  to  find.  But  it  will  also  open  a  path  to  information  and  knowledge  they  didn’t  know  existed.  This  is  normally  the  majority  of  information  and  gives  all  employees  the  opportunity  to  increase  their  knowledge  with  information  from  new  areas  and  combine  this  with  already  known  knowledge.         Figure  2  -­‐  Three  types  of  information  ©  2009  Findwise  AB   4    
    •  In  the  everyday  increasing  information  cannonade;  the  ability  to  find  the  right  information  at  the  right  time  will  be  a  future  success  factor.  This  will  create  dynamic  knowledge  “on  demand”,  suitable  for  the  moment.         Figure  3  –  Knowledge  on  demand      If  it  is  easy  to  find  and  retrieve  the  “right”  information  when  needed,  then  “dynamic  knowledge”  can  be  build  up   for   each   separate   task   or   mission.   The   ability   to   dynamically   find,   extract,   structure   and   understand  information  is  a  measure  of  “dynamic  knowledge”.    The  resultant  quality  of  the  system  is  not  only  dependent  on  the  features  of  the  enterprise  search  engine,  but  also   on   the   content.   The   basis   for   building   functionality   is   highly   dependent   on   the   quality   of   content.  Therefore  a  process  for  relevance  tuning  is  required.       Figure  4  –  Relevancy  tuning  process  ©  2009  Findwise  AB   5    
    •  It   is   vital   for   the   organization   to   work   with   the   content   internally   by   taking   advantage   of   content   owners’  knowledge   and   making   sure   that   important   content   aspects   aren’t   overlooked.   This   process   is   necessary,   since  search  brings  out  content  issues  into  the  real  light  when  bringing  together  earlier  separated  sources  of  content.    Turn your intranet portal into a KM systemBy   turning   the   intranet   into   a   portal   to   corporate   knowledge   through   advanced   search   functionality,   you  change  people’s  view  of  the  intranet,  from  a  mixture  of  information  of  unknown  quality,  to  a  reliable  source  of  mission-­‐critical   content   and   expertise.   Knowledge   workers   need   simple   and   effective   access   to   corporate  information  across  silos  and  organizational  boundaries,  bridging  the  structured  and  unstructured  world  of  data.  The   ability   to   meaningfully   aggregate   any   information   from   anywhere   and   deliver   it   anywhere   will   support  effective  collaboration  around  the  organization.  This  will  ensure  information,  knowledge  and  expertise  sharing  across   the   organization,   transforming   individual   knowledge   (human   capital)   to   a   common   corporate   asset  available  for  all  employees.  This  is  a  way  to  improve  the  corporate  knowledge  structure  and  the  social  capital  as  a  corporate  asset  for  the  organization.         Figure  5  –  Transform  human  capital  into  corporate  assets      The   fundamental   components   found   in   an   enterprise   search   engine   are   typically:   security,   tailored   relevancy  models,  semantic  indexing,  contextual  mining  of  data  and  advanced  processing  tools.  These  are  all  put  to  good  to   use   in   a   knowledge   management   system.   One   should   also   be   able   to   provide   search   across   all   types   of  content,  from  standard  documents  to  multi-­‐media  files  such  as  images  and  video.    ©  2009  Findwise  AB   6    
    •         Figure  6  –  Knowledge  Management  system  complexity    The  following  functionality  can  be  implemented  in  a  KM  system  based  on  an  enterprise  search  platform:     • Organizational  platform  specific  personalization  of  search  (role-­‐based)   • Management  point  to  information  through  search  (promote  certain  content)   • Connect  between  search  result  and  human  knowledge   • Collaboration  functionality  through  social  networks   • Reuse  knowledge  from  existing/previous  projects    If   the   content   of   a   KM   portal   is   irrelevant,   the   users   leave   it.   This   makes   it   necessary   to   provide   different  categories  of  people  with  different  information,  i.e.  role-­‐based  search.    To   have   a   personalized   home   page   for   each   user   based   on   their   topics   of   interest.   Selected   information   is  presented  based  on  the  users’  past  behaviour.    Another  part  of  a  KM  system  is  to  facilitate  collaboration  among  people,  through  assisting  the  users  in  sharing  their   knowledge   with   a   wider   audience.   This   gives   the   organization   a   way   to   take   full   advantage   of   all   the  expertise   within   the   company.   The   search   solution   is   used   as   a   gateway   for   both   experts   and   knowledge  seekers  to  meet.  ©  2009  Findwise  AB   7    
    •  Horizontal communication & corporate boundariesLarge   organizations   are   divided   into   different   organizational   units   and   use   different   processes   to   simplify  administration,   allowing   true   focus   on   the   core-­‐business   and   to   achieve   specific   goals.   The   work-­‐tasks  performed  by  people  in  these  organizational  units  are  tailor-­‐made  to  best  support  the  organizational  common  goal:   earning   money   for   the   company’s   stockholders.   The   people   in   these   units   need   information   and  knowledge  in  order  to  perform  their  work-­‐tasks  efficiently.      The  awareness  of  information  and  knowledge  resources  is  not  shared  in  a  corporate  context,  but  resides  in  the  minds   of   the   different   individuals.   These   individuals,   through   their   work-­‐tasks,   interact   mainly   with   other  people  in  their  own  organizational  unit  or  process  –  these  people  are  their  main  resource  for  getting  awareness  of  other  information  and  knowledge  resources  (corporate  intranets  etc  excluded).      Today,   enterprise   search   engines   are   providing   these   individuals   access   to   both   structured   and   unstructured  information   and   are   becoming   the   main   resource   or   gatekeeper   to   the   information   –   but   these   engines   do   not  bring  people  together,  therefore  the  tacit  knowledge  is  neither  captured  nor  shared  across  the  organizational  boundaries,  i.e.:  interaction  across  process  or  unit  belonging  is  not  supported.      To   fully   utilize   an   enterprise   search   engine   one   could   capture   the   search   patterns   of   individuals,   finding   out  what   they   are   looking   for,   what   they   have   looked   at.   These   patterns   can   deduce   an   insight   of   what   these  people  are  working  with.  People  who  are  working  with  similar  things  are  also  in  the  need  of  similar  information  and   knowledge   –   but   most   of   all,   they   all   have   different   tacit   knowledge   and   their   own   expertise.   So,   by  connecting  these  individuals  we  could  support  tacit  knowledge  transfer  across  organizational  boundaries.    By   applying   unsupervised   clustering   techniques   to   mine   query-­‐logs   and   click-­‐stream   data   we   can   identify  groups   of   people   with   similar   information   needs   across   organizational   boundaries   and   connect   these   people  utilizing  Instant  Messaging  technique.  We  can  also  provide  KM  and  HR  people  with  deep  insight  on  what  the  entire  organization  is  about!  Finding people with knowledgeExpert  capture  and  location  could  be  implemented  in  an  enterprise  search  solution,  and  the  experts  could  be  connected  to  the  content  when  searching.  There  are  a  number  of  ways  to  determine  who  is  an  expert  on  what.  The  easiest  way  is  to  let  people  promote  themselves  as  experts  in  a  given  domain,  or  to  keep  this  information  in  a  separate  system.  Often  there  is  some  problem  keeping  the  information  updated.    Another   way   is   to   let   the   search   platform   collect   information   about   the   creator   of   the   content.   This   method  needs   to   take   into   account   the   weighting   and   confidence   of   different   information   sources,   and   draw  associations  between  people  mentioned  within  content  and  the  possible  expertise  context  itself.    When  a  user  interacts  with  the  search  system  in  a  corporate  environment  they  implicitly  convey  their  areas  of  interest  and  their  expertise.  The  search  user  interface  could  track  searches,  viewed  results  and  stored  searches  to  define  and  measure  the  expertise  level.      ©  2009  Findwise  AB   8    
    •  Information as a corporate assetModern   enterprise   organizations   need   to   increase   the   value   of   the   information,   turning   the   information   into  the   most   valuable   corporate   asset.   The   value,   of   course,   depends   on   the   actual   “status”   of   the   information  asset.  The  “status”  could  be  measured  upon  if  the  information  is  easy  to  find,  available,  relevant  in  the  actual  content  and  easy  accessible  for  people  when  needed.    If   the   information   fulfills   this   requirements   it   will   turn   into   corporate   knowledge   and   the   enterprise   will   not  only   be   more   efficient,   but   also   improves   relationships   with   customer,   partners   and   suppliers.   The   information  turns  into  a  corporate  asset,  the  most  valuable  assets  in  the  future  information  based  economy.         Figure  7  –  Corporate  assets            ©  2009  Findwise  AB   9