Intranet, Web 2.0, Enterprise 2.0

Intranet, Web 2.0 and Enterprise 2.0 The impact of ICT on the Organization Andrea Pesoli Como, 5th June 2008 Politecnico di Milano andrea.pesoli@polimi.it

Agenda • ICT as an organizational variable (B2e) • Intranet • Web 2.0 • Enterprise 2.0 • Case study

Emerging trends in work organisation Mobility Turnover Dispersion Teamworking Process management Networks

ICT as an organizational variable In the knowledge society ICT can play a key role as an organizational variable as it may: • Make decision-making processes more agile and effective • Promote more sustainable and new forms of work organization • Foster innovation and change

ICT is a key factor in designing the future organization, the virtual workplace

What an Intranet looks like?

Intranet?

What is an Intranet?

A set composed by a company network (private computer network), protected from external world with devices called “ﬁrewalls”, and a group of applications provided using typical technologies of Internetworking (based on Internet communication standards). William Saﬁre, 1994

All the web technologies-based ICT applications/services that support business processes and which an organization can present to employees.

In other words, an Intranet is a way of thinking and organizing people, work and interaction.

Why Intranets?

Intranet as Virtual Workspace Enterprise! Communication! services! and socialisation! Access to employees Support to internal services! communication and socialisation! Access to ! Support in knowledge operative informations management and group and applications! collaboration! Working! Knowledge and! tools! collaboration!

Intranet as Virtual Workspace Enterprise! Communication! services! and socialisation! Access to employees Support to internal services! communication and socialisation! HR desk - timesheet, expense allowances, job postings, ... Facility desk - meeting room bookings, purchasing requests, IT help desk, library system, ... Access to ! Support in knowledge operative informations management and group and applications! collaboration! Working! Knowledge and! tools! collaboration!

Intranet as Virtual Workspace Enterprise! Communication! services! and socialisation! Access to employees Support to internal services! communication and socialisation! Institutional communication - suggestion boxes, employees’ forums, workplace climate survey, ... Socialization - leisure-time forums, bulletin boards, championships, ... Access to ! Support in knowledge operative informations management and group and applications! collaboration! Working! Knowledge and! tools! collaboration!

Intranet as Virtual Workspace Enterprise! Communication! services! and socialisation! Access to employees Support to internal services! communication and socialisation! Collaboration - project management, calendar or document sharing, SMS, instant messaging and videoconference, ... Knowledge management - forum, mailing list, blog, wiki, document management systems, e- learning platforms, ... Access to ! Support in knowledge operative informations management and group and applications! collaboration! Working! Knowledge and! tools! collaboration!

Intranet as Virtual Workspace Enterprise! Communication! services! and socialisation! Access to employees Support to internal services! communication and socialisation! Informative - procedural and operational manuals, product and service catalogues, information on suppliers and customers, business reports, market and competitor analysis, ... Transactional - e.g. the web- desk for a bank or case-history management for a hospital, ... Access to ! Support in knowledge operative informations management and group and applications! collaboration! Working! Knowledge and! tools! collaboration!

Virtual Workspace Orientations Enterprise! Communication! services! and socialisation! Access to employees Support to internal services! communication and Worklife socialisation! Individual Interactions Support in knowledge Access to ! operative informations Job management and group and applications! collaboration! Working! Knowledge and! tools! collaboration!

The evolution of an Intranet Value of the intranet Advanced Composite Focused Embryonic Time

What is Web 2.0?

Web 2.0 is the business revolution in the computer industry caused by the move to the internet as platform, and an attempt to understand the rules for success on that new platform. Chief among those rules is this: build applications that harness network effects to get better the more people use them. Tim O’Reilly, 2004

No, really...what is Web 2.0?

http://www.oreillynet.com/pub/a/oreilly/tim/news/2005/09/30/what-is-web-20.html

“2.0” as a disruptive innovation social technological business model

Participation

Web 2.0 key principles Openness Decentralization of authority Freedom to share and re-use

Humans suffer from information overload: there’s much more information on any given subject than a person is able to access As a result, people are forced to depend upon each other for knowledge

Know-who rather than know-what, know-how or know-why information has become most crucial It involves knowing who has the needed information and being able to reach that person

Strong ties involve time, emotional intensity, intimacy and reciprocation People connected by strong ties tend to form clusters that exhibit high levels of redundancy

absent strong tie weak tie tie Weak ties are acquaintances who are not part of your closest social circle, and as such have the power to act as a bridge between your social cluster and someone else's

“Within a social network, weak ties are more powerful than strong ties. They are indispensable to individuals’ opportunities and to their incorporation into communities while strong ties breed local cohesion. “ Granovetter (1973)

“New” Technologies • Rich Internet application techniques, • Extensive use (in the folksonomies of optionally Ajax-based form of tags or tagclouds, for example) • CSS • Semantically valid • Use ofcompletely or either wiki software XHTML markup and partially the use of Microformats • Syndication and • Weblog publishing aggregation of data in RSS/Atom • Mashups • REST or XML WebService APIs

Folksonomy (also known as collaborative tagging, social classiﬁcation, social indexing, and social tagging) is the practice and method of collaboratively creating and managing tags to annotate and categorize content.

www.milanotonight.it

www.datesnearby.net

www.theadgenerator.org

Business Model User Co-creative Long Generated processes Tail Content

“The central idea of Open Innovation is that when companies look outside their own boundaries, they can gain better access to ideas, knowledge, and technology than they would have if they relied solely on their own resources.” Brown, Hagel (2006)

Cambrian House: user generated Business

User generated content (UGC) refers to various kinds of media content that are produced by end-users

The Long Tail is the realization that the sum of many small markets is worth as much, if not more, than a few large markets Head Tail

How long is the Long Tail? Books sales in the U.S. in 2004 as graph on a soccer ﬁeld (100x60 meters)

Where is the value in Web 2.0?

Show me the money! MySpace $580M YouTube $1.650M est. value Facebook $240M $15B IBM/Lenovo $1.750M

Web 2.0 is the natural evolution of the Web

Enterprise 2.0 is the natural evolution of the Enterprise

E2.0 is a set of organizational and technological approaches steered to enable new organization models, based on open involvement, emergent collaboration, knowledge sharing, internal/external social network development and exploitation. Wikipedia, 2007

Blog Collaboration Tags RSS Wiki Long Tail Peering CSS Social RIA networking Open API Virtual world Sharing Mashup Ajax XML

Open Belonging

Social Networking You

Knowledge networks Knowledge

Emergent Collaboration

Adaptive Reconﬁgurability

Global Mobili ty

Emerging models for Enterprise 2.0 Open belonging! Global! Social! mobility! networking! Adaptive! Knowledge! reconﬁgurability! networks! Emergent! collaboration!

The Social Enterprise Open belonging Global Social mobility networking New collaboration, knowledge sharing and Adaptive Knowledge relationship schemes reconfigurability networks Emergent collaboration

The Open Enterprise Open belonging Global Social mobility networking Expansion and opening of organisational boundaries Adaptive Knowledge reconfigurability networks Emergent collaboration

The Adaptive Enterprise Open belonging Global Social mobility networking Flexibility and reconﬁgurability in Adaptive Knowledge process management reconfigurability networks Emergent collaboration

Blog, Forum, Wiki, Social Folksonomy, Social Network, RSS, Computing Instant Messaging, Podcasting Enterprise ERP, Enterprise Portal, CRM, SCM, BI, Intranet, Search, Application HR, ...

New technological approaches Mashup: extension SOA: componentisation BPM: SaaS: external fruition orchestration

The Enterprise 2.0 infrastructure WEB 2.0 User in the Net! (Internet, Intranet, Extranet, …)! Rich User Experience! Business Process ! Mashup ! QoS, Security, Monitoring, Identiﬁcation! Enterprise Service Bus! Choreography! Assembly! SOA Mashup Mashup! Service Layer! Processing! Mashup! Component Layer! Component! Information! Bottom Layer! Access! Legacy 2! CRM! Internet! SCM! External data and services! Legacy 1! ERP! Infrastructure Layer! Virtualization Inside! Outside!

The role of Management • Start with a pilot or a small group of highly committed people • Help the internal clients understand the beneﬁts of these new technologies, as they will in turn contribute to spreading them in all the organization • Be a champion of the technology • Encourage the use of the new tools • Carefully plan the change management process • Do not expect results in little time

Top Down Bottom up

Governance 1.0 Governance 2.0 Strategic leadership! Development team! CIO Internal Technology, Service and Content providers Intranet Manager! Users! Management team!

1.0 2.0 Hierarchy Network Command Alignment Experience Insight Competition Cooperation Discipline Initiative Functional Cross-functional National Cross-border Task Orientation Result Orientation

What’s the bottom line?

References • Enterprise 2.0: The dawn of emergent collaboration (MIT SMR, 2006) • Blog • Dion Hinchcliffe http://blogs.zdnet.com/Hinchcliffe • Andrew McAfee http://blog.hbs.edu/faculty/amcafee • FastForward www.fastforwardblog.com • Globally Local - Locally Global http://netjmc.typepad.com

Case study • Blogs@Dresdner Kleinwort Wasserstein • Wikis@Dresdner Kleinwort Wasserstein

Assignment • Which of the emerging needs blogs and wikis are supporting inside Dresdner? • Which are the main beneﬁts of the two technologies? • How we can ensure the success of the organizations blogs/wikis both in the short term and in the long term? Which could be their organizational impact? • Which are the main barriers to the introduction of these new tools?

Main barriers Little comprehension of 51% the beneﬁts Difﬁculty in itentifying the 48% economical returns Organizational changes 37% Low inclination to sharing and 31% collaboration No business relevance 23% Lack of sponsorship 18% Knowledge of the 15% technologies HIgh level of initial 14% investments Technological barriers 8% 0% 10% 20% 30% 40% 50% 60% Sample: 65 CIO (2008)

Intranet, Web 2.0, Enterprise 2.0

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