Avillion Hotel Sydney 29 May 2007 Chris Fletcher—Director, Knowledge Management Asia Pacific region Deloitte Consulting 5 th Annual Re-designing Your Intranet 2007 Understanding and implementing emerging technologies

The World is Flat! Globalisation 1.0: circa 1492 - 1800 Globalisation 2.0: circa 1800 - 2000 Globalisation 3.0: circa 2000 to today Source: The World is Flat – A Short History of the 21 st Century: Thomas L. Friedman Columbus opened up trade between old and new world Key agents for change were how much muscle, horse power, wind power, steam power etc each country had and how creatively it was deployed Nation states and muscle shrank the world from size large to size medium 1800 – 1900: global integration driven by falling transport costs due to steam engine and railroad 1900 – 2000: Falling telecom costs due to diffusion of telegraph, telephone, PC, fiberoptics and early www led global integration Era saw the birth & maturation of the global economy – movement of goods and information across continents created global markets and arbitrage in products and labour Key agents of change were multinational companies – going global for markets and labour World shrank from size medium to size small Forces in G1 were countries globalising, in G2 companies globalising, in G3 the dynamic forces in play are unique – the power of the individual to collaborate and compete globally A “flat world platform” is enabling, empowering and enjoining individuals and small groups to go global easily and seamlessly The “flat world platform” is a product of the convergence of the PC, with fiberoptics and the rise of workflow software more individuals from diverse (and non-western) nations are empowered and competitive World has shrunk from size small to size tiny with a flattened playing field

Globalisation 1.0: circa 1492 - 1800 Globalisation 2.0: circa 1800 - 2000

Globalisation 3.0: circa 2000 to today

Columbus opened up trade between old and new world

Key agents for change were how much muscle, horse power, wind power, steam power etc each country had and how creatively it was deployed

Nation states and muscle shrank the world from size large to size medium

1800 – 1900: global integration driven by falling transport costs due to steam engine and railroad

1900 – 2000: Falling telecom costs due to diffusion of telegraph, telephone, PC, fiberoptics and early www led global integration

Era saw the birth & maturation of the global economy – movement of goods and information across continents created global markets and arbitrage in products and labour

Key agents of change were multinational companies – going global for markets and labour

World shrank from size medium to size small

Forces in G1 were countries globalising, in G2 companies globalising, in G3 the dynamic forces in play are unique – the power of the individual to collaborate and compete globally

A “flat world platform” is enabling, empowering and enjoining individuals and small groups to go global easily and seamlessly

The “flat world platform” is a product of the convergence of the PC, with fiberoptics and the rise of workflow software

more individuals from diverse (and non-western) nations are empowered and competitive

World has shrunk from size small to size tiny with a flattened playing field

“ The new currency won’t be intellectual capital. It will be social capital – the collective value of whom we know and what we’ll do for each other.” — James Kouzes, co-author of The Leadership Challenge

Social Capital and KM So what is Social Capital? “ In sum, it is the value people produce when they work together to achieve mutual goals. It emerges when people build trust, a shared understanding, and a willingness to cooperate in ways that produce something greater than the sum of their parts” Robin Athey – Its 2008: Do You Know Where Your Talent Is? Connecting People for Performance So what does this mean for Knowledge?

Type of Knowledge Explicit Tacit Ways of Working Transaction based Relationship based The pendulum is in motion…….. Commoditisation Structured Easily replicable processes Codification easily outsourced Tangible Easily Measured Focus on individual contributions Replicable training Standardisation Structured Processes for targeted content created Content readily packaged Codification easily outsourced More roles in place Replicable training Content & Collection Collaboration More structured Opportunities to interact & bond Technology to encourage interaction Higher level of trust Conversation is highly valued Formal communities are encouraged Innovation People based Greater no. of opportunities to interact & bond Usage of social networks to encourage interaction Higher level of trust Face 2 Face highly valued Networks & communities continually developing and changing unique usage of knowledge adding high value to clients Team focus Context & Connection Client Value

Structured

Easily replicable processes

Codification easily outsourced

Tangible

Easily Measured

Focus on individual contributions

Replicable training

Structured

Processes for targeted content created

Content readily packaged

Codification easily outsourced

More roles in place

Replicable training

More structured

Opportunities to interact & bond

Technology to encourage interaction

Higher level of trust

Conversation is highly valued

Formal communities are encouraged

People based

Greater no. of opportunities to interact & bond

Usage of social networks to encourage interaction

Higher level of trust

Face 2 Face highly valued

Networks & communities continually developing and changing

unique usage of knowledge adding high value to clients

Team focus

The impact of Social Capital on Knowledge A change in the KM model……… Connecting the right people just-in-time, canvassing them to gain their knowledge and advice in the context of a particular business problem or pursuit, synthesizing that knowledge and applying it to the issues at hand Newer thinking: Context & Connection The acquisition, organisation & aggregation, storage and dissemination of content under organisation wide taxonomies using customised tools and repositories, just in case it might be reusable Older thinking: Content & Collection

The rise of the participation culture Me! Me! Me! Me! Flickr: Robin Tremblay Flickr: Milapsinh Jadeja Flickr: Layne Crane Flickr: Sophiandy Flickr: Hasan E Beton US

Evolving: Web 2.0 Flickr: maruisv Blogs: Personal / Corporate Tagging: Social Bookmarking Photo sharing Wiki RSS Web Video / Video blogging Mash-ups Widgets Social Networking Skype / IM Social Media Second Life

Blogs: Personal / Corporate

Tagging: Social

Bookmarking

Photo sharing

Wiki

RSS

Web Video / Video blogging

Mash-ups

Widgets

Social Networking

Skype / IM

Social Media

Second Life

31% think using the web for sharing and collaboration will affect all parts of their business Almost four fifths of executives surveyed see sharing / collaboration as an opportunity to increase their companies revenue and/or margins Nearly 60% of big companies say they are for example inviting customers to contribute content that explains, supports, promotes or enhances their products 47% of companies are, or are planning to, treat customers as co-developers of products Repercussions of these new tools and methods to be far reaching: 58% say that using the web to partner with customers will impact their business Early adopters have focused Web 2.0 efforts on creating online communities to help product marketing /development of new products. Right behind that, companies are setting up blogs or wikis to initiate conversations either inside or outside the company (49%) Serious Business – Web 2.0 goes corporate (EIU – April 2007) Why should I take this seriously?

31% think using the web for sharing and collaboration will affect all parts of their business

Almost four fifths of executives surveyed see sharing / collaboration as an opportunity to increase their companies revenue and/or margins

Nearly 60% of big companies say they are for example inviting customers to contribute content that explains, supports, promotes or enhances their products

47% of companies are, or are planning to, treat customers as co-developers of products

Repercussions of these new tools and methods to be far reaching: 58% say that using the web to partner with customers will impact their business

Early adopters have focused Web 2.0 efforts on creating online communities to help product marketing /development of new products. Right behind that, companies are setting up blogs or wikis to initiate conversations either inside or outside the company (49%)

Serious Business – Web 2.0 goes corporate (EIU – April 2007)

More than three-quarters of executives who responded to a McKinsey survey say they plan to maintain or increase their investments in technology trends that encourage user collaboration, such as peer-to-peer networking, social networks, and Web services. More than half say they are pleased with their past Internet investments, though some regret not boosting their own capabilities to exploit technology. More executives said they should have acted faster than slower. Retailers, who consider their companies cautious investors in the past, are stepping up their pace today. Similarly, many executives in emerging markets such as India and Latin America intend to move more quickly to capture the perceived benefits of these technologies. How Businesses are using Web 2.0 (McKinsey – Feb 2007) Why should I take this seriously?

More than three-quarters of executives who responded to a McKinsey survey say they plan to maintain or increase their investments in technology trends that encourage user collaboration, such as peer-to-peer networking, social networks, and Web services.

More than half say they are pleased with their past Internet investments, though some regret not boosting their own capabilities to exploit technology. More executives said they should have acted faster than slower.

Retailers, who consider their companies cautious investors in the past, are stepping up their pace today. Similarly, many executives in emerging markets such as India and Latin America intend to move more quickly to capture the perceived benefits of these technologies.

How Businesses are using Web 2.0 (McKinsey – Feb 2007)

Who is using Blogs? Technorati tracks over 70 Million blogs The blogosphere is doubling in size every 6 months It is now over 60 times bigger than it was 3 years ago On average, a new weblog is created every second of every day 19.4 million bloggers (55%) are still posting 3 months after their blogs are created Technorati tracks about 1.2 Million new blog posts each day, about 50,000 per hour Caveat: this does not take into account abandoned blogs - actual no. of live blogs would be less

Technorati tracks over 70 Million blogs

The blogosphere is doubling in size every 6 months

It is now over 60 times bigger than it was 3 years ago

On average, a new weblog is created every second of every day

19.4 million bloggers (55%) are still posting 3 months after their blogs are created

Technorati tracks about 1.2 Million new blog posts each day, about 50,000 per hour

Social Networking Sites Social Networking sites allow you to reach people in places you would not have considered - to reach out and access communities relevant to you However: Most sites are free, but you get back what you put in - effort and thought are required Get into a regular habit of updating your profile, participating in conversations and approving friends A large part of the audience is younger people, but that is slowly changing

Social Networking sites allow you to reach people in places you would not have considered - to reach out and access communities relevant to you However:

Most sites are free, but you get back what you put in - effort and thought are required

Get into a regular habit of updating your profile, participating in conversations and approving friends

A large part of the audience is younger people, but that is slowly changing

Internet Phone / IM Cheap to use Easy to communicate – can ping people on the go Avoids the dreaded email overflow Convenient Portable

Cheap to use

Easy to communicate – can ping people on the go

Avoids the dreaded email overflow

Convenient

Portable

Social Bookmarks Social book marking is the practice of saving bookmarks to a public website and describing them with tags. Register with a site to: - store bookmarks - add tags of your choice - choose whether your bookmarks will be public or private. - search for resources by keyword, person or popularity - see the public bookmarks, classification schemes and tags that other users have created and saved

Blogs, Wikis and RSS Blogs: short for weblog – an online chronological collection of personal commentary and links. Personal perspectives presented often lead to discussion and generation of a sense of community Wiki: are web pages that can be viewed & modified by anyone with browser /internet access with permission. They provide a user with both author/editor privileges with overall organisation of contributions able to be edited as well as the content itself. They allow the synthesis of “collective wisdom” RSS: allows individuals to setup a special inbox to receive notification of any new information available from a variety of sources i.e. blogs, wikis, webpages, news sites etc

Blogs, Wikis and RSS

Blogs: short for weblog – an online chronological collection of personal commentary and links. Personal perspectives presented often lead to discussion and generation of a sense of community

Wiki: are web pages that can be viewed & modified by anyone with browser /internet access with permission. They provide a user with both author/editor privileges with overall organisation of contributions able to be edited as well as the content itself. They allow the synthesis of “collective wisdom”

RSS: allows individuals to setup a special inbox to receive notification of any new information available from a variety of sources i.e. blogs, wikis, webpages, news sites etc

When are Web 2.0 tools appropriate? You have a company culture that is willing to “share” You want to enable easy ways for your people to share knowledge and information People are open to trying new ideas, ways of working and joining in You want to enable “conversations” in the workplace Structure is not overwhelmingly important – “unorder” can be tolerated The basic intranet structure is already in place Senior management are supportive Your company is obsessive about controlling information and knowledge flows Your company does not like change A minority of people are active online Only final, signed off messaging is allowed to be distributed Workflow is centralised Leadership are not aware of new collaborative techniques and tools

You have a company culture that is willing to “share”

You want to enable easy ways for your people to share knowledge and information

People are open to trying new ideas, ways of working and joining in

You want to enable “conversations” in the workplace

Structure is not overwhelmingly important – “unorder” can be tolerated

The basic intranet structure is already in place

Senior management are supportive

Your company is obsessive about controlling information and knowledge flows

Your company does not like change

A minority of people are active online

Only final, signed off messaging is allowed to be distributed

Workflow is centralised

Leadership are not aware of new collaborative techniques and tools

How do I start? Flickr: kitchaboy Small Steps!! Ensure there are guidelines in place which are aligned to your corporate culture Manage expectations around take-up Seed experiments around which stories can be told The best form of promotion is staff advocating usage Think “viral” as the vehicle to increase adoption The biggest threat is ignorance – education is a prerequisite for success The “Big Bang” approach is dangerous

Ensure there are guidelines in place which are aligned to your corporate culture

Manage expectations around take-up

Seed experiments around which stories can be told

The best form of promotion is staff advocating usage

Think “viral” as the vehicle to increase adoption

The biggest threat is ignorance – education is a prerequisite for success

The “Big Bang” approach is dangerous

“ Innovation is not only the generation of new ideas by individuals, but includes the flow of knowledge and capabilities into /across the firm and the capitalisation of new opportunities” Collaboration – the Innovation connection

Innovation creators need: To know whom is whom To know what is going on – helping people see the “big picture”, the small details and prevent reinvention To own a piece of the pie: ensuring every team member feels empowered over group communications, with knowledge transfer tools a great way to create an environment where people feel ownership An environment of reciprocal altruism – access to tools that publicly display contribution to the group effort An environment that encourages dialogue and facilitates feedback

To know whom is whom

To know what is going on – helping people see the “big picture”, the small details and prevent reinvention

To own a piece of the pie: ensuring every team member feels empowered over group communications, with knowledge transfer tools a great way to create an environment where people feel ownership

An environment of reciprocal altruism – access to tools that publicly display contribution to the group effort

An environment that encourages dialogue and facilitates feedback

Deloitte featured in Social Applications

Example Blogs

Professional Services Blogs

Example Wikis

Example RSS

How do Blogs & Wikis fit with Innovation? Innovation – collaboration around ideas to get from “good to great” Collaboration – building community around an idea to improve and breakthrough Blogs & Wikis - provide the environment to develop idea communities and collaborate in their development Blogs can be markers to advertise ideas and attract participation Wikis can provide the collaboration workspace, with the ability to document and track progress RSS can provide the ability to subscribe to idea blogs and be notified of when content of interest is added/changed in the wiki

How do Blogs & Wikis fit with Innovation? Innovation – collaboration around ideas to get from “good to great” Collaboration – building community around an idea to improve and breakthrough

Blogs & Wikis - provide the environment to develop idea communities and collaborate in their development

Blogs can be markers to advertise ideas and attract participation

Wikis can provide the collaboration workspace, with the ability to document and track progress

RSS can provide the ability to subscribe to idea blogs and be notified of when content of interest is added/changed in the wiki

Blogs – Two types Headline / Anchor blog provides a commentary on innovation in general – link to thought leadership, sites of relevance both internal and external. There will only be one/two headline blogs Idea Blogs Idea owners will have the ability to start a blog as a form of idea profiling, to attract other interested people to join the idea community Idea blogger’s would use their blogs to promote and profile their ideas, find others with similar ideas / activities and link to relevant forums

Headline / Anchor blog

provides a commentary on innovation in general – link to thought leadership, sites of relevance both internal and external. There will only be one/two headline blogs

Idea Blogs

Idea owners will have the ability to start a blog as a form of idea profiling, to attract other interested people to join the idea community

Idea blogger’s would use their blogs to promote and profile their ideas, find others with similar ideas / activities and link to relevant forums

Wikis – collaboration in practice Wikis are totally open – if you don’t like or agree with a point of view being expressed – hit the edit link and change it! No one will edit your changes & they are posted immediately If you get it wrong, the next person viewing the entry will be able to fix it If you think that the wiki should have an article or entry on a specific topic – go and write one – you will be asked where to list it If there is not a relevant category, you can create one To give your article/entry context you can add links to related content

Wikis – collaboration in practice

Wikis are totally open – if you don’t like or agree with a point of view being expressed – hit the edit link and change it!

No one will edit your changes & they are posted immediately

If you get it wrong, the next person viewing the entry will be able to fix it

If you think that the wiki should have an article or entry on a specific topic – go and write one – you will be asked where to list it

If there is not a relevant category, you can create one

To give your article/entry context you can add links to related content

Supporting requirements Blogs & wiki program will be owned by the Innovation team Innovation team will have rights to grant or revoke blog and wiki usage as appropriate Individual blogs will be owned by individual idea owner, who will maintain editorial control in line with guidelines Blogs & wikis will be used in the context of innovation and not for other firm purposes Blogs & wiki’s are probably an unknown concept to practitioners Base level education on concepts and context of use is required. This education will make use of existing blogs / wikis as examples of usage Training will be provided in an online format or via Livelink Guidelines to be developed in order to have in place minimum standards regarding the DO’s and DON’TS of blogs and wiki usage all blog owners must have read and accepted guidelines as a condition of being provided a blog site Guidelines will include “use or lose” provisions around usage Governance Education & Training Responsible Usage Guidelines

Blogs & wiki program will be owned by the Innovation team

Innovation team will have rights to grant or revoke blog and wiki usage as appropriate

Individual blogs will be owned by individual idea owner, who will maintain editorial control in line with guidelines

Blogs & wikis will be used in the context of innovation and not for other firm purposes

Blogs & wiki’s are probably an unknown concept to practitioners

Base level education on concepts and context of use is required. This education will make use of existing blogs / wikis as examples of usage

Training will be provided in an online format or via Livelink

Guidelines to be developed in order to have in place minimum standards regarding the DO’s and DON’TS of blogs and wiki usage

all blog owners must have read and accepted guidelines as a condition of being provided a blog site

Guidelines will include “use or lose” provisions around usage

Headline blog Showcase of Innovation at Deloitte Profiles interesting ideas Discusses innovation in the marketplace Tips & tricks Could become market facing testimonial for the ISO Idea blogs Individual Marker to advertise collaboration opportunity Building a community around ideas Discuss idea, the story so far… Market developments Personal musings Wiki – Innovation Collaboration Developing community around Innovation Idea collaboration spaces (linked to blogs) News pages Innovation information Collateral Innovation Stories RSS Feed reader Subscribe to Blogs / Wiki pages Alerted to changes One location to keep track of Innovation updates and changes Content pull – you only subscribe to what is of interest

Headline blog

Showcase of Innovation at Deloitte

Profiles interesting ideas

Discusses innovation in the marketplace

Tips & tricks

Could become market facing testimonial for the ISO

Idea blogs

Individual Marker to advertise collaboration opportunity

Building a community around ideas

Discuss idea, the story so far…

Market developments

Personal musings

Wiki – Innovation Collaboration

Developing community around Innovation

Idea collaboration spaces (linked to blogs)

News pages

Innovation information

Collateral

Innovation Stories

RSS Feed reader

Subscribe to Blogs / Wiki pages

Alerted to changes

One location to keep track of Innovation updates and changes

Content pull – you only subscribe to what is of interest

The value is not in the delivery of knowledge, but in the alchemy of knowledge, in the ability to connect thoughts that weren't previously connected

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