Corporate Knowledge Management in a Web 2.0 World Benefits of New Developments Tools, Implementation, Impact

Introductions Abby Shaw, Web Channel Management, Fireman’s Fund Insurance Company. Fireman’s Fund’s insurance products are tailored for specific communities. Eight years ago, Fireman’s Fund developed a Portal intranet strategy and now uses distributed publishing and user-generated content to maintain the resource. Fireman’s Fund has maintained 24 policyholder Portal Communities for over five years. Our team is now proposing and implementing Web 2.0 extensions. Christopher Dworin, Vice President of Business Development, GoLightly, Inc. GoLightly provides a secure, online community and collaboration platform for enterprise and associations.

Abby Shaw, Web Channel Management, Fireman’s Fund Insurance Company. Fireman’s Fund’s insurance products are tailored for specific communities.

Eight years ago, Fireman’s Fund developed a Portal intranet strategy and now uses distributed publishing and user-generated content to maintain the resource.

Fireman’s Fund has maintained 24 policyholder Portal Communities for over five years.

Our team is now proposing and implementing Web 2.0 extensions.

Christopher Dworin, Vice President of Business Development, GoLightly, Inc. GoLightly provides a secure, online community and collaboration platform for enterprise and associations.

Has Web 2.0 Changed Knowledge Management? Yes: Forrester Research, in the environment of Social Computing: “ Don’t manage, facilitate .” High-value knowledge now seen in workers’ brains , desktop files , conversations – flatter and broader scope “ Social Computing” tools reduce overhead of knowledge management – capture , catalog , and distribute elements of KM can be part of ordinary work activities

Yes:

Forrester Research, in the environment of Social Computing: “ Don’t manage, facilitate .”

High-value knowledge now seen in workers’ brains , desktop files , conversations – flatter and broader scope

“ Social Computing” tools reduce overhead of knowledge management – capture , catalog , and distribute elements of KM can be part of ordinary work activities

What’s the Web 2.0 World? Laundry List of Elements : Blogs Wikis User comments Discussions Rating and ranking Community contact tools File sharing, shared libraries Federated search Mashups Better : Participating Community of Interest Box of Nails Pile of Lumber A House

Laundry List of Elements :

Blogs

Wikis

User comments

Discussions

Rating and ranking

Community contact tools

File sharing, shared libraries

Federated search

Mashups

Better : Participating Community of Interest

Evolution Publishes Reads Searches Watches Web 1.0 Manages Content

Evolution Website Web 2.0 Facilitates Contributions

Justify Your Purchases The list-makers, edge seekers, vendors, may push for technology investments in Web 2.0 tools just because they’re new. Any successful implementation will revolve around a new business benefit to a community of interest.

The list-makers, edge seekers, vendors, may push for technology investments in Web 2.0 tools just because they’re new.

Any successful implementation will revolve around a new business benefit to a community of interest.

Social Networking : User-contributed content Integrated content resources Content linked to contributor Reputation/ranking engine Standard Intranet : Centralized publishing Feeds Online Tools Multiple Groups Company News, Gossip, Alerts Directory + Ratings = Expertise Locator User-Generated Library Community Discussion and Commentary: Sharing Expertise Roadmap to Company Resources Corporate Reference Material Community of Interest: Member Directory Search Subscriptions Search e-mail list integration

Benefits of Web 2.0 Developments Benefits must speak to known business gaps Use process analysis to uncover inefficiencies Use legal staff to calculate compliance risks You need hard business benefits to justify and position new technology

Benefits must speak to known business gaps

Use process analysis to uncover inefficiencies

Use legal staff to calculate compliance risks

You need hard business benefits to justify and position new technology

Improve employee access to employee expertise Improve quality and usefulness of online content Search tools speed time from question to answer Improve Work Quality and Cycle Time

Improve employee access to employee expertise

Improve quality and usefulness of online content

Search tools speed time from question to answer

Employee Engagement and Retention Add rewarding social elements to knowledge management Key employee retention, through peer recognition using “reputation” engines Facilitate Informal knowledge transfer which is 80% of professional training

Add rewarding social elements to knowledge management

Key employee retention, through peer recognition using “reputation” engines

Facilitate Informal knowledge transfer which is 80% of professional training

Corporate Compliance Reduce Security Exposure Reduce Legal Exposure

Reduce Security Exposure

Reduce Legal Exposure

Common Concerns Will the employees participate? How do I handle resistance? Will the discussion focus on business? Can we document a hard-dollar benefit? What tools should we use? How much is this going to cost?

Will the employees participate?

How do I handle resistance?

Will the discussion focus on business?

Can we document a hard-dollar benefit?

What tools should we use?

How much is this going to cost?

Impact Business success Retention of valued employees, intellectual capital Reduced legal exposure Readiness for future evolution – Corporate nets are slow echoes of market-driven, public nets…

Business success

Retention of valued employees, intellectual capital

Reduced legal exposure

Readiness for future evolution – Corporate nets are slow echoes of market-driven, public nets…

Online Community Platform Build vs Buy Key considerations: Integrated Platform Tested Systems Flexibility Ease of Use Integration with databases & systems

Build vs Buy

Key considerations:

Integrated Platform

Tested Systems

Flexibility

Ease of Use

Integration with databases & systems

GoLightly Webinars GoLightly is offering a series of webinars (register at www.golightly.com/webinars ) Bringing Online Community into the Enterprise – Practical Guidelines Tour of GoLightly Tools 10 Tactics for Building Online Community Online Community for Associations

GoLightly is offering a series of webinars (register at www.golightly.com/webinars )

Bringing Online Community into the Enterprise – Practical Guidelines

Tour of GoLightly Tools

10 Tactics for Building Online Community

Online Community for Associations

GoLightly Contact Info For further information about GoLightly’s Online Community and Collaboration Platform, please contact: Christopher Dworin VP, Business Development 415-847-7555 [email_address] Thanks for participating!

For further information about GoLightly’s Online Community and Collaboration Platform, please contact:

Christopher Dworin

VP, Business Development

415-847-7555

[email_address]

Thanks for participating!