New Wave Collaboration and Enterprise 2.0 Daniel J. Pritchett, Sharing at Work

Topics Knowledge Transfer vs. Knowledge Management vs. Expert Location “ Above the flow” vs. “in the flow” collaboration Expert Location and the Social Graph Portable Identity Multi-faceted collaboration tools Activity Streams and communities of practice Highs and lows of email-based collaboration Consumer analogues Innovation Management Profiles of other corporate collaboration initiatives

Knowledge Transfer vs. Knowledge Management vs. Expert Location

“ Above the flow” vs. “in the flow” collaboration

Expert Location and the Social Graph

Portable Identity

Multi-faceted collaboration tools

Activity Streams and communities of practice

Highs and lows of email-based collaboration

Consumer analogues

Innovation Management

Profiles of other corporate collaboration initiatives

About Me “ Workplace collaboration” blogger Writing at Sharingatwork.com for a year now [email_address] Active on Friendfeed ( /dpritchett ) and Twitter ( @dpritchett ) Business Intelligence Solution Developer Joined a Fortune 100 manufacturer in 2005 after graduate school Four years in the IT services group: Two years of report development for the supply chain project One year of ETL automation for the supply chain project One year of business intelligence development

“ Workplace collaboration” blogger

Writing at Sharingatwork.com for a year now

[email_address]

Active on Friendfeed ( /dpritchett ) and Twitter ( @dpritchett )

Business Intelligence Solution Developer

Joined a Fortune 100 manufacturer in 2005 after graduate school

Four years in the IT services group:

Two years of report development for the supply chain project

One year of ETL automation for the supply chain project

One year of business intelligence development

Knowledge Transfer vs. Knowledge Management vs. Expert Location Knowledge transfer (KT) is a series of one-time obligations Training for new hires, consultants, & transfers Document responsibilities for one’s position Top-down dissemination of corporate strategies Knowledge management (KM) is a continuous improvement strategy Automatically capture workflows and explicit knowledge Expert location bridges the gaps: Which of the thousands of other company employees in Memphis knows what I need to know to solve this new problem? Provides access to “tacit knowledge”

Knowledge transfer (KT) is a series of one-time obligations

Training for new hires, consultants, & transfers

Document responsibilities for one’s position

Top-down dissemination of corporate strategies

Knowledge management (KM) is a continuous improvement strategy

Automatically capture workflows and explicit knowledge

Expert location bridges the gaps:

Which of the thousands of other company employees in Memphis knows what I need to know to solve this new problem?

Provides access to “tacit knowledge”

KM: In the flow vs. above the flow Key concept for collaboration change management Above the flow collaboration tools are standalone destinations Wikipedia model provides a monolithic data repository. Think document stores in team rooms or shared file folders Can be viewed by employees as unnecessary to daily work In the flow collaboration tools are tightly integrated with daily work tasks Think help ticket systems. Outlook/Domino/Web services generate email alerts and allow flexible reporting for metrics and exception handling Unavoidable due to workflow integration and visible metrics

Key concept for collaboration change management

Above the flow collaboration tools are standalone destinations

Wikipedia model provides a monolithic data repository. Think document stores in team rooms or shared file folders

Can be viewed by employees as unnecessary to daily work

In the flow collaboration tools are tightly integrated with daily work tasks

Think help ticket systems. Outlook/Domino/Web services generate email alerts and allow flexible reporting for metrics and exception handling

Unavoidable due to workflow integration and visible metrics

How do we facilitate expert location today? Tenure with company affords contacts and experience across many business units Ask a company veteran to point you in the right direction Highly connected employees are extremely valuable but they are also bottlenecks as they can only work so many hours in a day HR maintains a skills inventory; employees don’t use it for non-HR activities

Tenure with company affords contacts and experience across many business units

Ask a company veteran to point you in the right direction

Highly connected employees are extremely valuable but they are also bottlenecks as they can only work so many hours in a day

HR maintains a skills inventory; employees don’t use it for non-HR activities

How can we improve expert location? Public skills inventory (LinkedIn style) Portable identities Activity streams

Public skills inventory (LinkedIn style)

Portable identities

Activity streams

My Portable Identity LDAP (using our Active Directory accounts) allows portable identities within enterprises Active Directory profiles lack the descriptive depth of LinkedIn and Facebook

LDAP (using our Active Directory accounts) allows portable identities within enterprises

Active Directory profiles lack the descriptive depth of LinkedIn and Facebook

Reusing portable identities

Social Graph “ The global mapping of everybody and how they’re related” – Brad Fitzpatrick, Google Facebook aims to map this graph and provide services utilizing the connections Org charts are only part of the picture Aside from your current chain of command you might know plenty of people from previous teams Ad-hoc workgroups cross team boundaries - think mergers and IT asset cutovers required, full-time month-long design doc “caves”

“ The global mapping of everybody and how they’re related” – Brad Fitzpatrick, Google

Facebook aims to map this graph and provide services utilizing the connections

Org charts are only part of the picture

Aside from your current chain of command you might know plenty of people from previous teams

Ad-hoc workgroups cross team boundaries - think mergers and IT asset cutovers required, full-time month-long design doc “caves”

Why do we use email as our primary connection? Decision makers and mobile employees don’t have the luxury of a web-based workflow E-mail archiving and security best practices are well known Lowest common denominator

Decision makers and mobile employees don’t have the luxury of a web-based workflow

E-mail archiving and security best practices are well known

Lowest common denominator

The problem with how we sometimes use email Imagine a design doc in progress…

Imagine a design doc in progress…

Why choose between email or wikis?

Example: Microblogging Immediate Conversational Eminently searchable “ In the flow” Team borders are optional Mashups come naturally

Immediate

Conversational

Eminently searchable

“ In the flow”

Team borders are optional

Mashups come naturally

Multiple access points

RSS and portable streams Publishing an XML version of the stream allows reuse with other tools Meet employees where they are already comfortable

Publishing an XML version of the stream allows reuse with other tools

Meet employees where they are already comfortable

Consume info with RSS widgets

Interact via Instant Message

Email as an alert system

Topical tracking with keywords

Interact via Email

What are email’s strong points? Universal Asynchronous Instant Searchable archives Alerts Automation Personal knowledge base Few technical surprises

Universal

Asynchronous

Instant

Searchable archives

Alerts

Automation

Personal knowledge base

Few technical surprises

Email as a personal knowledge base

Where does email let us down? Unnecessary duplication of information Threaded conversations can be hard to unravel Getting latecomers up to speed on a discussion is difficult Private by default – implicit loss of work history Opaque personal knowledge bases limit potential for others to benefit from your workflow

Unnecessary duplication of information

Threaded conversations can be hard to unravel

Getting latecomers up to speed on a discussion is difficult

Private by default – implicit loss of work history

Opaque personal knowledge bases limit potential for others to benefit from your workflow

Innovation Management

Innovation tool vendor: Spigit

Collaboration initiatives at other corporations

Deloitte’s D Street “ Wanted to make a large company feel smaller” Average age of employees is 28 “ more easily offer flexible work arrangements, establish virtual teams, bring new employees up to speed, improve collaboration and increase retention” Pre-populated Facebook-style profiles

“ Wanted to make a large company feel smaller”

Average age of employees is 28

“ more easily offer flexible work arrangements, establish virtual teams, bring new employees up to speed, improve collaboration and increase retention”

Pre-populated Facebook-style profiles

Lockheed’s “Unity” community 54,000 US employees online SharePoint 3.0 + Active Directory + Google search appliance Post personal information such as hobbies, interests and bios with photos "The women's group asked for it to be open internationally” Lockheed is working on a social-networking policy but today blocks access to most of the popular public social-networking sites.

54,000 US employees online

SharePoint 3.0 + Active Directory + Google search appliance

Post personal information such as hobbies, interests and bios with photos

"The women's group asked for it to be open internationally”

Lockheed is working on a social-networking policy but today blocks access to most of the popular public social-networking sites.

United Business Media uses Jive SBS Works out of the box – community was online literally within one day of signing contract Jive provides a standalone community with bookmarks, blogs, RSS widgets, Not a SharePoint replacement, rather a community building complement Tips: Log and brag about community “wins”, hold adoption contests, add polls and discussions to any announcements when possible

Works out of the box – community was online literally within one day of signing contract

Jive provides a standalone community with bookmarks, blogs, RSS widgets,

Not a SharePoint replacement, rather a community building complement

Tips: Log and brag about community “wins”, hold adoption contests, add polls and discussions to any announcements when possible

Wachovia uses SharePoint Staged rollout plan: 1,000 in December, 10,000 in Feb, all 120,000 by the end of 2008. Acronym definition wiki quickly grew to 900 entries Piloting per-project wiki program “ Ultimately, Wachovia plans to extend its Enterprise 2.0 network to customers and business partners, but carefully and gradually.”

Staged rollout plan: 1,000 in December, 10,000 in Feb, all 120,000 by the end of 2008.

Acronym definition wiki quickly grew to 900 entries

Piloting per-project wiki program

“ Ultimately, Wachovia plans to extend its Enterprise 2.0 network to customers and business partners, but carefully and gradually.”

What’s coming up? SharePoint 2010 Google Wave Continued rise of Software as a Service New applications leveraging social graphs Greater focus on activity streams and alerts Extend communities to embrace customers and suppliers

SharePoint 2010

Google Wave

Continued rise of Software as a Service

New applications leveraging social graphs

Greater focus on activity streams and alerts

Extend communities to embrace customers and suppliers

Questions and discussion Contact me @dpritchett on Twitter or as [email_address]

Contact me @dpritchett on Twitter or as [email_address]