Creating a Cross-Corporate Knowledge Pool
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Creating a Cross-Corporate Knowledge Pool

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Presentation given by Avigdor Sharon, Enterprise Knowledge Architect, IT, Global Knowledge Solutions Group of Amdocs at Enterprise 2.0 San Francisco 2009.

Presentation given by Avigdor Sharon, Enterprise Knowledge Architect, IT, Global Knowledge Solutions Group of Amdocs at Enterprise 2.0 San Francisco 2009.

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  • 1. Creating a Cross-Corporate Knowledge Pool - Amdocspedia Avigdor Sharon October 2009 Enterprise Knowledge Architect IT, Global Knowledge Solutions Group Information Security Level 2 – Sensitive © 2008 – Proprietary and Confidential Information of Amdocs
  • 2. What is this presentation about? > Learning from the experience of Amdocspedia - creating a cross-corporate space for sharing knowledge and experience > How to move from local silos and methods of managing professional information to one shared and consistent pool > Allowing teams to work locally but affect globally > Increase knowledge sharing between groups > Make professional information easier to find > How to make sure content is up to date, correct and relevant > Making it easy to write and use content 2 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 3. About Amdocs > The market leader in customer experience systems innovation > A broad portfolio of offerings which spans all business processes and business- and operational-support systems (customer experience systems) > Unique combination of software, consulting services and global strategic sourcing (managed services) > Helping customers to deliver a simple, personal, valuable customer experience at every point of service in more than 1.3 billion experiences every day. > A global enterprise > Amdocs' customers are among the largest, most innovative communications companies in the world. > Learn more at amdocs.com 3 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 4. About the speaker  Avigdor Sharon, Knowledge architect, Amdocs Global Knowledge Management  Internal knowledge & collaboration services portfolio  Implementing knowledge sharing & collaboration vision, methodology and processes  Facilitator, Association of Knowledge Work (kwork.org)  Board member, Israel Knowledge Management Forum  Member and forums facilitator, Smart People magazine (www.smartpeoplemagazine.com) 4 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 5. Who’s using Amdocspedia? > Phase I – implemented for product and technology experts in one major group > Enthusiastic adoption - 18000 visits monthly by 1500 professionals, Over 400 new content pages per month > Phase II – corporate-wide > Increasing use of tags to organize and access pages > Merging professional tip collections > Creating “homepages” and simulating hierarchical content structure in a flat content realm 5 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 6. How is it built? > An enhanced wiki knowledge base > KWizCom WikiPlus - an extension of the MOSS 2007 wiki > Developed as a co-project between Amdocs and KWizCom 6 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 7. Why did we implement it? > Professional knowledge sharing across unit boundaries > A single, shared, cross-corporate knowledge base instead of many separate knowledge silos > Professional know-how and good practices sharing between related projects > Matrix organization. Many expert groups. Distributed worldwide 8 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 8. How did it start? > The initiative started both top down and bottom up > Corporate KM methodology, directive from business unit managers > Requirements from experts in the work groups > Some teams employed local solutions, each different and unique. There was need for a comprehensive solution > Started an integration and implementation process, working with groups to meet their needs, yet bring all to a consistence 9 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 9. The journey Study of needs, mapping groups, managerial leadership, knowledge champions, round table meetings • Feb. 2007 Starting “out of the box” SharePoint Portal 2007 wiki – Amdocspedia 1.0 • April 2007 Step by step implementation, working with groups, Defining requirements with knowledge champions and users • April 2007 Designing WikiPlus • June 2007 Development • August 2007 10 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 10. The journey (Cont’d) User pilot of Amdocspedia 2.0 with leading knowledge champions and “power users” • In parallel with ongoing use of Amdocspedia 1.0 • Fine tuning of usability and configuration Migration of content and switch to Amdocspedia 2.0 (Wiki Plus v1.0) • April 2008 • Amdocspedia 1.0 still available but read only Upgrading to Wiki Plus v1.2.50 • Sep. 2009 11 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 11. An integral part of the knowledge solutions portfolio > A suite of integrated tools and processes > Clear guidelines - what to use, for which purpose 12 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 12. And the “One Intranet” architecture Amdocs Intranet Portal Operational Sites Business Business Amdocs Business The Mall Unit Unit Network Travel Portal Portal (Wigloo) Genie Global Support Project & Workgroup Sites Groups Online forms (Collaboration Platform) (Communities) Learning Services Document Folder Enterprise Content Services Discussion Forum Document Center, Forums, wiki pages Events (Tips, How-to) Amdocspedia, Search, … Calendar 13 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 13. Amdocs Knowledge Champions Network > Management - sponsorship and guidance > Managers and Knowledge Champions – Leaders and drivers > Local Trustees – use as part of ongoing work > Knowledge champions create and structure the main pages, other people add tips and other information gradually Group Management KM & Portal Leaders Dept. Dept. Knowledge Knowledge Trustee Trustee Project Project Project Project Project Project Trustee Trustee Trustee Trustee Trustee Trustee 14 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 14. Example 1 – Making user guides more effective > Moving guidelines from online help and documents into interactive tips cards > Integrating pages using a consistent template and internal “breadcrumbs” > Taking screenshots and embedding them inside the Wiki articles using the immediate image copy & paste capability > Readers can rate tip cards, discuss them and even add to them 15 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 15. Example 1 – Making user guides more effective Readers can subscribe to And make comments or changes in this page discuss it They can even contribute to it Or rate it 16 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 16. Example 1 – Making user guides more effective Internal breadcrumbs simulate multi- level structure Quick and easy to follow “help cards” Tags allow for intuitive categorization 17 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 17. Example 2 – Creating shared good practices & tips collections > Merging disparate tips collections from multiple local collections into global collections > Using tags for even more intuitive research 18 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 18. Example 2 (Cont’d) Automated table of contents Edit only a specific section 19 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 19. What you can use the Wiki for? > The wiki is a very flexible media – it can have different uses and can be tailored to your unique needs > A place for organizing work guidelines and learning materials > A knowledge base for customer support > An interlinked “encyclopedia” / dictionary > Professional knowledge sharing between experts and projects The wiki is actually a large shared notebook that everyone can write into or read. Its flexible organization (folksonomy) make associations between content items easy and intuitive 20 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 20. Using the Wiki – the challenge > Make it simple and appealing - embedded into the way people work, part of the regular work process, not an extra effort > Replaces other means of recording and sharing information with easy to use, shared and interactive tools – yet people need to learn a new approach > Need to drive experts and teams to understand they benefit from sharing > The wiki evolves intuitively over time – need to resist the temptation to define and plan everything in advance Simplicity and flexibility do not come easily. It is a different state of mind 21 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 21. A learning experience > Sharing success stories > Round tables between teams, learning from experience > Shaping good practices on the basis of accumulated experience > Constant content improvement cycle - using, reviewing, learning, fine tuning 22 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 22. Recap - New features in Amdocspedia (compared to MOSS 2007) > Intuitive and flexible categorization, using multiple tags > Multiple tags for pages > Master tag cloud and tag index > Easy email and RSS subscriptions for pages and/or tags > A discussion area for each page > Improved content editor > Easily add images, create links and attach related files > Create and manage tables > Create image maps > Create table of contents and edit sections within a page without editing the whole page 23 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 23. More features… > A library of master wiki page templates > One step duplication of pages to create similar pages > Content lifecycle management > New reporting capabilities, such as report of the top contributors 24 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 24. Adding images 25 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 25. Adding and managing links 26 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 26. Adding tags > Plan tags carefully to allow for intuitive categorization but avoid needless “noise” > Auto completion, based on the existing tags > Can add multiple tags, separated by commas > New tags will appear in the tag index > The most used tags will appear in the tag cloud 27 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 27. The tag index > Quickly browse and discover topics > Subscribe / unsubscribe to any topic 28 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 28. Content lifecycle management > Every page has an owner > Owner can assign other persons as owners > Review cycles > When a page is edited, the review cycle resets > If the date of the review cycle is approaching, an email alert is sent to the owner > If the review cycle expires and there is no review and editing of page, the page is marked as “out of date” 29 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 29. Content lifecycle management (Cont’d) > A page that was not updated or approved after its review cycle (usually 6 months) has expired 30 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 30. Making sure content is up to date, correct and relevant > Every page has an owner > Knowledge champions network > Knowledge champions subscribe to tags to receive email alerts about page changes in their areas of expertise > Every change is saved as a version, with the name of the person who did the change > Page owners and Knowledge champions can remove incorrect new page versions > Rating and comments by readers > Content lifecycle management – review cycles 31 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 31. What made it a success? > Quick implementation, early gains > Think with the users, plan together with them, use it yourself > Integrating the wiki and placing it in context of: > How people work > Business needs > A comprehensive suite of solutions > Focused planning, define what to use the wiki for and what not to use it for > A partnership model > Worked with leading managers and knowledge champions within the groups - network, round tables, both top-down and bottom-up 32 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 32. What made it a success (continued) > Creating an intuitive network of topics > Taxonomy as part of the content > Tags and wiki links instead of rigid trees > Combination of central high level control and full contribution ability to all users > One shared environment, but still with a “local” feed > Group and category homepages > Interlinks between related pages > Use tags effectively to create a sense of local areas although the structure is flat and wide 33 Information Security Level 1 – Confidential © 2008 – Proprietary and Confidential Information of Amdocs
  • 33. Thank you Information Security Level 2 – Sensitive © 2008 – Proprietary and Confidential Information of Amdocs