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2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
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2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA

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  • 1. Into the future: The evolution of a NASA Intranet —A case study Celeste J. Merryman Keri Murphy Knowledge Management and Knowledge Management and Collaboration Technologies Office Collaboration Technologies Office Jet Propulsion Laboratory Jet Propulsion Laboratory Computer Sciences Corporation California Institute of Technology Pasadena, CA, USA Pasadena, CA, USA Celeste.Merryman@jpl.nasa.gov Keri.Murphy@jpl.nasa.gov 2007 International Knowledge Management Workshop for Space Missions Pasadena, CA
  • 2. 1 Set of Evolving Requirements   Expectations set by:   NASA sponsor   Project plan   Evolving expectations that users have for Web sites Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 3. 1 Intranet Web Site Idea of an ‘InsideNASA’ begin in January 2002, with major operational roll-out across the agency in March 2005. Before InsideNASA there was no place for NASA employees to post Agency -wide Announcements. When Katrina hit in the fall of 2005, it became a valuable and necessary place to communicate emergency and check-in information. InsideNASA is a common place to congregate for NASA business-related information Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 4. 62,000 People Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 5. 1 Redesign Team   Geographically dispersed workgroup   1 JPL management group in Pasadena, California   2 companies with workers in the San Francisco Bay Area of California   A focused agenda = Lots of teleconferences Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 6. The Numbers 1 Set of Evolving 1 Intranet Requirements 1 Redesign Team *62,000 + people *(FAIR Inventory Data 2006) Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 7. Where to Start 2007 International Knowledge Management Workshop for Space Missions Pasadena, CA
  • 8. Approach   Step 1: Bring something to the NASA sponsor to critique   Step 2: Ask the people what they think   Step 3: Incorporate what we discovered into a working Intranet Web site   Step 4: Open access to the beta version for comments   Step 5: Go live Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 9. Bringing the Rock   We brought a detailed wire-frame mock-up   A Conglomerate   Known weaknesses   Research   Textbooks on information architecture   Review of heavy hitters in the public Web site arena Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 10. Breakdown of the Rock   Known weaknesses   The overall basic organizational structure of the Web site   The visual aspects of usability frequently dubbed ‘look and feel’   Search   Basic research   The ‘pictorial superiority effect’ says that people remember pictorial representations of objects better than the textual representation of objects.   The ‘category superiority effect’ says that people can remember words significantly better if the words are organized into categories.   Textbook usability and web design   “Navigation isn’t just a feature of a Web site; it is the Web site.”   “Clear; well-thought-out navigation is one of the best opportunities a site has to create a good impression.” (Krug, 2006).   Internet Web sites   Looked at the way different Web sites presented information to site visitors - news sites, sites that would emulate a business Intranet Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 11. Take it to the People 2007 International Knowledge Management Workshop for Space Missions Pasadena, CA
  • 12. What We Wanted to Know   Their reactions to our detailed wire-frame   What was important, or valuable regarding content, collaboration features, search •  Survey requests to 830+ InsideNASA account holders / 104 responded •  From across 12 Centers, 5 other contracting locations •  Roles they had in NASA •  engineers, program/project managers, computer scientist, scientists, IT, human resources, supervisors/line managers, other Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 13. What They Said   Liked / Valued   Did not want / Was not   Liked the overall wire-frame important and direction   Social networking features -   News from NASA moderately to not important Headquarters - very important   Accessing information via   Up-to-date organizational RSS feeds - moderately charts - very important important   Ability to search across   Access to timekeeping - not multiple NASA data important at all repositories - very important   Personalization of   Find information pertaining to InsideNASA - not important doing their job - very at all important Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 14. Outcome •  Fewer portlets on front page •  Very busy front page •  Improved look and navigation •  Navigation on top meant increased •  Administrator Q & A scrolling as pages were added •  Deputy Blog/ Journaling •  Search located on pages not in header •  Improved search Before After Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 15. Insert demo 2007 International Knowledge Management Workshop for Space Missions Pasadena, CA
  • 16. Feedback   GSFC – “In this case I was looking to report that I like the new look and feel of Inside NASA. If is clean, slick and intuitive.”   HQ - “this is awesome... THANK YOU!” Comment on the new Financial Resource page. Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 17. What We Processed   Section 508 compliance issues   Conflicting technical, political, and usability priorities from high-level internal customers   Need to have real-time information for NASA   Return-on-Investment - ‘the dirty word’ Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 18. We Were Successful   Worked closely with the NASA sponsor and understood the expectation up front   Great communication within distributed team - weekly telecons, e-mail exchanges   Each team member understood her/his role, found our niches   Kept our focus on the end consumer - the site visitors   Able to meet the needs of the NASA Headquarter customer   Able to deliver a quality product within our technological scope   Kept our eye on the prize and avoided scope creep Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 19. A big thank you for listening. Questions ? Contact: Celeste.Merryman@jpl.nasa.gov Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA
  • 20. References   Krug, Steve. Don’t make me think: A common sense approach to Web Usability, 2nd Edition. Berkeley, California: New Riders Publishing, 2006.   Nelson D. L., Reed V. S., & Walling J. R. “Pictorial superiority effect,” Journal of Experimental Psychology, Human Learning, Vol. 2 , No. 5, pp. 523-8 (1976).   Sharps M. J. , Wilson-Leff, C. A., & Price, J. L. “Relational and item-specific information as determinants of category superiority effects,” Journal of General Psychology, Vol. 122, No. 3, pp. 271-85 (1995).   Toglia, M. P., Hinman, P. J., Dayton, B. S., & Catalano, J. F. “The blocked-random effect in pictures and words,” Perception and Motor Skills, Vol. 84, No. 3, Pt 1, pp. 976-8, (1997)   2006 NASA FAIR (Federal Activities Inventory Reform) Act Inventory (http:// competitivesourcing.nasa.gov/2006fairindex.html) Celeste Merryman, NASA JPL KM & Collaborations Office 2007 International Knowledge Management Workshop for Space Missions, Pasadena, CA

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