New Wave Collaboration And Enterprise 2.0

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

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

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”

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

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

How can we improve expert location?
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

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”

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

The problem with how we sometimes use email
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

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

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

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

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

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.

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

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.”

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

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

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New Wave Collaboration And Enterprise 2.0

by Daniel Pritchett on Aug 26, 2009

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