“Web-supported transactive memory
system supports knowledge sharing to
improve innovation and peer-to-peer
learning”
Pract...
Agenda
• Introduction
• Background
• Information or knowledge
• Knowledge networks
• Océ experiment
• Take away
 info@gur...
Dion Slijp
• Worked for Océ for 8,5
years
– 7 years at Océ R&D in
research and software
development
 info@guruscan.nl
 0...
GuruScan
• Founded in 2008
• Océ spin-out (ExpertFinder
technology)
• Expert localization
 info@guruscan.nl
 024-3603442...
How do you solve a problem?
• Search the Internet
• Read book
• Follow a course
• Ask a colleague
 info@guruscan.nl
 024...
Documentation
• Documentation follows
activity
• Do you report on every
thing you do? During work
or in off-time?
• 100% k...
Knowledge or information
• Did you find what you are looking
for?
• What is the answer / question?
• Knowledge = informati...
Organisations
• Goal: Become more efficient
 Focus on processes
 info@guruscan.nl
 024-3603442 Copyright © GuruScan 2010
Process
 info@guruscan.nl
 024-3603442 Copyright © GuruScan 2010
Social network
 info@guruscan.nl
 024-3603442 Copyright © GuruScan 2010
Combination
 info@guruscan.nl
 024-3603442 Copyright © GuruScan 2010
People and processes
 info@guruscan.nl
 024-3603442
* How work really gets done.
[Cross, Parker & Prusak (2004)]
Copyrig...
Ondersteuning
 info@guruscan.nl
 024-3603442
P
e
o
p
l
e
P r o c e s s e s
Structured data & information
Unstructured
in...
Ondersteuning
 info@guruscan.nl
 024-3603442
P
e
o
p
l
e
P r o c e s s e s
Copyright © GuruScan 2010
Restore the balance
 info@guruscan.nl
 024-3603442
Software to support
the ‘people’
Copyright © GuruScan 2010
We have systems for that
• Profile sites
• CV database
• Yellow pages
• Cost lot of money 
No result
 info@guruscan.nl
...
Pain before the Gain
• Profile systems 3 – 10% active
users  make profile
• Update profiles 1 – 3%
• Use active users to ...
Knowledge Networks
• A knowledge network captures
who is aware of whose knowledge
and skills
 info@guruscan.nl
 024-3603...
Knowledge Networks
• Everybody knows somebody with
more knowledge on topic X
 info@guruscan.nl
 024-3603442
Henri
German...
Knowledge Networks
 info@guruscan.nl
 024-3603442
Henri
German?
nothing
Anna
expert
Sophie
little
Pete
little
Melanie
mu...
Océ experiment (1/2)
• All Océ employees within the R&D
firewall
• Enabled them to start topics
• Mention other colleagues...
Océ experiment (2/2)
• In a few hours
• Buzz in organization
• Was active in other departments as
well
 info@guruscan.nl
...
Results Océ
• In 2 weeks
• 800 users indicated knowledge on
on or more topics
• 300 topics ( 350 topics)
• Users in Belgi...
Results Océ
• Used by Internal Patent Office to
find better matching reviewers
• Used by IT service desk to find
software ...
Results Océ
For HRM insight in
• Access network
shows who has access to whose
knowledge and expertise
• Information networ...
Analysis Océ result
• People liked the system, because
– only the possession of knowledge is
shared, not the knowledge it ...
Transactive memory system
• Insight in what knowledge is available
within a team
• Team which is most effective in finding...
Combined social knowledge
networks
 info@guruscan.nl
 024-3603442 Copyright © GuruScan 2010
 info@guruscan.nl
 024-3603442
Employee network
Jan
MarleenRichard
Harry
Roy
Fred Loes
Lisa
Sem
Joep
department 1
depart...
Stacked Learning
 info@guruscan.nl
 024-3603442
Copyright ©
GuruScan
2010
 info@guruscan.nl
 024-3603442
Knowledge map
Copyright © GuruScan 2010
KEY TAKEAWAY
• Balance ICT support between
people and processes
• Focus on the human knowledge
networks
 info@guruscan.nl...
GuruScan
• Inspired by the success of Océ
experiment
• Offers a software-as-a-service
solution that enables human-
oriente...
Background
• Huijsen et al (2010), ExpertFinder:
Collaborative Expertise Localization, I-KNOW
‘10.
• Cross & Parker (2004)...
Questions
 info@guruscan.nl
 024-3603442
• www.guruscan.nl
• dion.slijp@guruscan.nl
• +31 6 5168 2190
(Dion Slijp)
Copyr...
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Web-supported transactive memory system supports knowledge sharing to improve innovation and peer-to-peer learning

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Knowledge processes are essential for large and distributed organisations to retain economies of scale at doing knowledge-intensive work. Getting a live and up-to-date insight in the available knowledge proves difficult. Parker, Cross and Prusak showed that the most valuable knowledge networks are hidden social networks. Guruscan makes these hidden social networks visible from a knowledge perspective. Characteristics are: little effort for participants, strong knowledge mapping results, additional network information of your organisation. Hereby insight in the organisations knowledge landscape is created, which enables usage of the full knowledge potential available.

Presented at Practical Product Lines 2010 as a case study, special focus on application of GuruScan concept at Océ R&D

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Web-supported transactive memory system supports knowledge sharing to improve innovation and peer-to-peer learning

  1. 1. “Web-supported transactive memory system supports knowledge sharing to improve innovation and peer-to-peer learning” Practical Product Lines 2010 Dion Slijp – 18 november 2010 Copyright © GuruScan 2010
  2. 2. Agenda • Introduction • Background • Information or knowledge • Knowledge networks • Océ experiment • Take away  info@guruscan.nl  024-3603442 Copyright © GuruScan2010
  3. 3. Dion Slijp • Worked for Océ for 8,5 years – 7 years at Océ R&D in research and software development  info@guruscan.nl  024-3603442 • 1,5 years at Océ NL as internet channel manager • Co-Founder of GuruScan Copyright © GuruScan2010
  4. 4. GuruScan • Founded in 2008 • Océ spin-out (ExpertFinder technology) • Expert localization  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  5. 5. How do you solve a problem? • Search the Internet • Read book • Follow a course • Ask a colleague  info@guruscan.nl  024-3603442 Copyright © GuruScan2010
  6. 6. Documentation • Documentation follows activity • Do you report on every thing you do? During work or in off-time? • 100% knowledge  70% tell  30% write  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  7. 7. Knowledge or information • Did you find what you are looking for? • What is the answer / question? • Knowledge = information x person – Person = Experience, Skills, Attitude  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  8. 8. Organisations • Goal: Become more efficient  Focus on processes  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  9. 9. Process  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  10. 10. Social network  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  11. 11. Combination  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  12. 12. People and processes  info@guruscan.nl  024-3603442 * How work really gets done. [Cross, Parker & Prusak (2004)] Copyright © GuruScan 2010
  13. 13. Ondersteuning  info@guruscan.nl  024-3603442 P e o p l e P r o c e s s e s Structured data & information Unstructured information Copyright © GuruScan 2010
  14. 14. Ondersteuning  info@guruscan.nl  024-3603442 P e o p l e P r o c e s s e s Copyright © GuruScan 2010
  15. 15. Restore the balance  info@guruscan.nl  024-3603442 Software to support the ‘people’ Copyright © GuruScan 2010
  16. 16. We have systems for that • Profile sites • CV database • Yellow pages • Cost lot of money  No result  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  17. 17. Pain before the Gain • Profile systems 3 – 10% active users  make profile • Update profiles 1 – 3% • Use active users to map the rest • Intrinsic motivation  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  18. 18. Knowledge Networks • A knowledge network captures who is aware of whose knowledge and skills  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  19. 19. Knowledge Networks • Everybody knows somebody with more knowledge on topic X  info@guruscan.nl  024-3603442 Henri German? nothing Anna Melanie Copyright © GuruScan 2010
  20. 20. Knowledge Networks  info@guruscan.nl  024-3603442 Henri German? nothing Anna expert Sophie little Pete little Melanie much French Pete expert • Combine Personal Knowledge Networks Copyright © GuruScan 2010
  21. 21. Océ experiment (1/2) • All Océ employees within the R&D firewall • Enabled them to start topics • Mention other colleagues as experts • Introduced the system to a view enthusiasts in one dept.  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  22. 22. Océ experiment (2/2) • In a few hours • Buzz in organization • Was active in other departments as well  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  23. 23. Results Océ • In 2 weeks • 800 users indicated knowledge on on or more topics • 300 topics ( 350 topics) • Users in Belgium&France  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  24. 24. Results Océ • Used by Internal Patent Office to find better matching reviewers • Used by IT service desk to find software experts for 3rd line helpdesk  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  25. 25. Results Océ For HRM insight in • Access network shows who has access to whose knowledge and expertise • Information network shows who goes to whom for advice on work-related matters.  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  26. 26. Analysis Océ result • People liked the system, because – only the possession of knowledge is shared, not the knowledge it self – view of knowledge remote part of the organization – view on experts and the rest – self-organization (topics and contact)  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  27. 27. Transactive memory system • Insight in what knowledge is available within a team • Team which is most effective in finding knowledge amongst each other (and external) is the most successful • Not the team with the smartest people  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  28. 28. Combined social knowledge networks  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  29. 29.  info@guruscan.nl  024-3603442 Employee network Jan MarleenRichard Harry Roy Fred Loes Lisa Sem Joep department 1 department 2 department 3 Copyright © GuruScan 2010
  30. 30. Stacked Learning  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  31. 31.  info@guruscan.nl  024-3603442 Knowledge map Copyright © GuruScan 2010
  32. 32. KEY TAKEAWAY • Balance ICT support between people and processes • Focus on the human knowledge networks  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  33. 33. GuruScan • Inspired by the success of Océ experiment • Offers a software-as-a-service solution that enables human- oriented expert localization  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  34. 34. Background • Huijsen et al (2010), ExpertFinder: Collaborative Expertise Localization, I-KNOW ‘10. • Cross & Parker (2004), The Hidden Power of Social Networks: Understanding How Work Really Gets Done in Organizations.  info@guruscan.nl  024-3603442 Copyright © GuruScan 2010
  35. 35. Questions  info@guruscan.nl  024-3603442 • www.guruscan.nl • dion.slijp@guruscan.nl • +31 6 5168 2190 (Dion Slijp) Copyright © GuruScan 2010

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