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Introductions Abby Shaw, Web Channel Management, Fireman’s Fund Insurance Company. In her Infomaster role, Abby has helped initiate: Podcasts Blogs Wikis and Discussions Mash-ups Communities of Interest Before joining Fireman’s Fund 9 years ago, Abby was a vendor independent consultant providing acquisition support to large companies and government agencies. 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. In her Infomaster role, Abby has helped initiate:

Podcasts

Blogs

Wikis and Discussions

Mash-ups

Communities of Interest

Before joining Fireman’s Fund 9 years ago, Abby was a vendor independent consultant providing acquisition support to large companies and government agencies.

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

We’re assuming: You’ve heard at least seven “official” definitions of Web 2.0… You’re convinced about the business benefits of these online community tools You’re ready to connect the concept with your company’s unique reality

You’ve heard at least seven “official” definitions of Web 2.0…

You’re convinced about the business benefits of these online community tools

You’re ready to connect the concept with your company’s unique reality

Recycled Experience Records Management Image Management Document Management Knowledge Management Now: Social Networking & Online Communities? The items being managed are now different

Records Management

Image Management

Document Management

Knowledge Management

The Rock Corporations typically focus inward Corporations change very slowly Corporations and their employees maintain an old-fashioned relationship Corporations jealously defend their important assets

Corporations typically focus inward

Corporations change very slowly

Corporations and their employees maintain an old-fashioned relationship

Corporations jealously defend their important assets

The Hard Place Information is free People are our most valuable asset People are free Abraham Lincoln freed the slaves

Information is free

People are our most valuable asset

People are free

A basic definition “Online community in the enterprise” Integrated knowledge management and communications tools User Created Profile: “Who am I?” Tools to push and pull communications Tools to track, archive, and retrieve Tools integrated into a single system, sharing the same user profile

“Online community in the enterprise”

User Created Profile: “Who am I?”

Tools to push and pull communications

Tools to track, archive, and retrieve

Typical tools and their sweet spots Groups* Forum Email lists / Subscriptions Wiki Blog (for group, for each user) Member Directory / User Profile Library . Self-selected community of interest – tools tuned to group use Sharing ideas across diverse and distributed group over time Push communications for topics of interest – archived threads Collaboration on a single document – edits allowed, version control Scroll of items of interest and back and forth comments Part system-generated and part user generated – very flexible Repository of documents and files that can be linked and shared through links

Groups*

Forum

Email lists / Subscriptions

Wiki

Blog (for group, for each user)

Member Directory / User Profile

Library

.

Self-selected community of interest – tools tuned to group use

Sharing ideas across diverse and distributed group over time

Push communications for topics of interest – archived threads

Collaboration on a single document – edits allowed, version control

Scroll of items of interest and back and forth comments

Part system-generated and part user generated – very flexible

Repository of documents and files that can be linked and shared through links

Talk to Users, Talk to Vendors Mix it up so you keep a realistic perspective Develop your business case and a set of scenarios (they may call them “Use Cases”) to focus discussion Don’t be afraid to ask about prices – it’s part of your education.

Mix it up so you keep a realistic perspective

Develop your business case and a set of scenarios (they may call them “Use Cases”) to focus discussion

Don’t be afraid to ask about prices – it’s part of your education.

Practical Guidelines Documenting legal and brand exposure Securing stakeholder buy-in Preparing for future directions Managing worries about user contributions Planning for on-going maintenance

Documenting legal and brand exposure

Securing stakeholder buy-in

Preparing for future directions

Managing worries about user contributions

Planning for on-going maintenance

The biggest issue: Legal Exposure Intellectual property posted in public Employee knowledge shared with strangers Increased liability for taking trade secrets Increased liability for inadvertently price fixing Loss of captured communications, Regulatory exposure Loss of intellectual capital that could be captured Loss of employee time and attention AIIM’s traveling show: “The Sharepoint Effect: Balancing Collaboration and Control”

Intellectual property posted in public

Employee knowledge shared with strangers

Increased liability for taking trade secrets

Increased liability for inadvertently price fixing

Loss of captured communications,

Regulatory exposure

Loss of intellectual capital that could be captured

Loss of employee time and attention

AIIM’s traveling show: “The Sharepoint Effect: Balancing Collaboration and Control”

Take this to your Chief Counsel You may not need any other justification

You may not need any other justification

Securing buy-in Hard $ business case Identify and energize key influencers Enthusiastic support from top executive Communication plan (and resource) Align the project with others’ annual goals as much as possible

Hard $ business case

Identify and energize key influencers

Enthusiastic support from top executive

Communication plan (and resource)

Align the project with others’ annual goals as much as possible

Prepare for future use Pursue the focused business case Include all related tools so you can sweep up the additional benefits – and claim them Don’t buy half of a tool kit – Let your expert users choose which functions to use

Pursue the focused business case

Include all related tools so you can sweep up the additional benefits – and claim them

Don’t buy half of a tool kit – Let your expert users choose which functions to use

Worries about User Contributors Rational response: others’ experience Associate groups with their leaders (team and manager credit for successes) People are posting information in outside networks already (current exposure) Fear of unprofessional, inappropriate content Leadership may not be ready: Culture challenge

Rational response: others’ experience

Associate groups with their leaders (team and manager credit for successes)

People are posting information in outside networks already (current exposure)

Fear of unprofessional, inappropriate content

Leadership may not be ready: Culture challenge

On-Going Maintenance Often under-planned Community Manager role (can outsource) Automate moderation tasks by using filters, flags and screens Keep the ball rolling, prime the pump Keep Communications Plan rolling Celebrate successes made possible by online community tools Link community recognition to public recognition – in Town Halls, for instance

Often under-planned

Community Manager role (can outsource)

Automate moderation tasks by using filters, flags and screens

Keep the ball rolling, prime the pump

Keep Communications Plan rolling

Celebrate successes made possible by online community tools

Link community recognition to public recognition – in Town Halls, for instance

Next Steps Evaluate your environment’s issues around these five categories Talk to vendors, become familiar with different products Go for it carefully, but GO FOR IT!

Evaluate your environment’s issues around these five categories

Talk to vendors, become familiar with different products

Go for it carefully, but GO FOR IT!

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!