1ImprovingKnowledge Managementthrough a Social Intranet22nd Intranets for Corporate Communicationby Jayson Peltzerhttp://w...
2AGENDAA) Introducing individual Wikis and evolving to asocial intranetB) Selecting a provider and Web tools that suit you...
3KNOWLEDGE MANAGEMENT...strategies and practices used in anorganization to identify, create, represent,distribute, and ena...
4INSIGHTS andEXPERIENCES... Its personal and uniqueto the situation Do not confuse it withInformation Management Knowle...
5CAPTURING KNOWLEDGE Through meeting minutes :( Through lessons learned :( Through formal documents... They all work, ...
6WHY DO IT? For success An organizationsucceedsthrough itspeople People succeed by working together...by collaborating
7Your Intranet web is theknowledge managementtool of thepresent and future.
8A) INTRODUCING INDIVIDUALWIKIS AND EVOLVING TO ASOCIAL INTRANET
9WEB 2.0 Allows users to interact and collaborate witheach other in a social media dialogue as creators ofuser-generated ...
10THE WIKI
11WIKI-style INTRANET A read/write Intranet website Controlled by role-based access and permissions Generally done thro...
12SOCIAL INTRANET Web 2.0 is the social web“Websites and software designed tosupport and foster social interaction.”... y...
13ROAD TO COLLABORATION
14STEP 1: CONTENTMANAGEMENT1.1 Define information architecture1.2 Setup content accountability1.3 Foster a publishing comm...
151.1 INFORMATIONARCHITECTURE Set up content types:Primary Secondary User-generatedUsersGroupsProjectsServices...Advertis...
161.2 CONTENTACCOUNTABILITY Prevent anonymous content publishing Create and assign rolesPublishers, Editors, Stewards T...
171.3 PUBLISHER COMMUNITY Train as many as you can Promote teamwork and dialogue Advise, suggest, lead by example Let ...
181.4 DYNAMIC CONTENT Content is stored in a database Its all query-able Fetch content from the database and present it...
19E.g.,DYNAMICLISTS
20E.g., TAG CLOUD
211.5 MASHUPS“A web page that uses and combines data,presentation or functionality from two or moresources to create new e...
22E.g., MASHUP
23ROAD TO COLLABORATION
24STEP 2: COMMUNICATION Up-to-date and rich content is now available2.1 Create a two-way dialogue2.2 Steer the conversati...
252.1 TWO-WAY DIALOGUE Communication is two-way User-generated content needs its placeComments ...Blog posts ...FAQs ......
262.2 STEER CONVERSATION Dont control it, guide it Inject your corporate messagesDo it in a way to spark positive discus...
272.3 PROVIDE CHOICE Everyone is different Multiple generations Varying comfort levelswith technologywith online social...
28ROAD TO COLLABORATION
29STEP 3: SOCIALNETWORKING More people now involved in the conversation Curiosity takes over...Who is that? Why did he p...
303.1 USER PROFILE Model it after Linked IN Dont be afraid to create fields Experiment, see what works and what doesnt...
313.2 PROMOTE SOCIALNETWORKINGAnnounce itEncourage itsuseDont be afraidTime wasters will always find a way.
323.3 BUILD ON PROFILES Enable users to identify buddies/friends/colleagues Build an FAQ ecosystem! Automate mentoring!...
33ROAD TO COLLABORATION
34STEP 4: KNOWLEDGEMANAGEMENTExplicit KnowledgeTacit Knowledge: Perceptual skills Workarounds Pattern matching Mental ...
35STEP 4: KNOWLEDGEMANAGEMENT By participating in the online discussion, usersdiscover and identify tacit knowledge in ot...
364.1 KNOWLEDGEDISCOVERY• Provide users with a great search engine• Widen the search index• Capture analytics• Use best be...
37E.g., GUIDED NAVIGATION
38E.g., EXPOSED FILTERS
394.2 KNOWLEDGE SPOTTING• Go where the people are• Find where its happening• Look at comments/votes• Users will flag it• L...
404.3 KNOWLEDGE SHARING• Create new dynamic viewswhen gaps are found• Expose data points(hits, votes, # comments)• Push us...
41ROAD TO COLLABORATION
42STEP 5: COLLABORATION Youve made it. Connections are happening Knowledge is being shared5.1 Let it happen5.2 More too...
435.1 OPEN COLLABORATION• Users will naturally engage inactivities to produce something• Open collaboration is:– Egalitari...
445.2 COLLABORATION TOOLS• Chat or instant messaging• White-boarding• File sharing• Video/teleconferencing• Electronic doc...
455.3 COLLABORATIONSPACES• Expand and enrich topics of interest (COIs)• Improve tradecraft• Solidify teams• Public, contro...
46B) SELECTING A PROVIDERAND WEB TOOLS THAT SUITYOUR NEEDS
47THE LANDSCAPE The Real Story Group (formerly CMS Watch)
48MAJOR PLAYERSFor a full list: http://en.wikipedia.org/wiki/List_of_content_management_systems
49THINGS TO CONSIDER Your needs – assess based on scenarios Test out various tools – find the right fit Whos in charge ...
50C) BENEFITS OF A SOCIALINTRANET
51BENEFITS Real-time capture Raw and user-generated Online and search-able Aligned with new generation preferences:The...
52D) ENSURING QUALITYCONTROL THROUGHOVERSIGHT
53CONTROL Role-based access control Training required for certain roles Content publishing work flows Automated busine...
54QUALITYToo much controlWILLstifle quality.
55PASSIVE CONTENTMODERATION Trust but verify Let users do it! Flag as inappropriatelinks Do your ownspot-checking Put...
56ETHICS REVIEW COMMITTEE Set up a review committee Publish a Netiquette guide Develop yourin-house process Base decis...
57THANK YOUjayson.peltzer@gmail.comwww.jaysonpeltzer.com@jaysonpeltzer
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Improving knowledge management through a social intranet

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Organizations have typically been cautious in adopting wikis and other social networking tools in their Intranets. This workshop will walk attendees through the implementation of a Wiki-style intranet followed by a social intranet. It will highlight the coordinated effort between IT and KM to find a secure, cost-effective, user-friendly application that would add value and help increase collaboration.

- Introducing individual Wikis and evolving to a social intranet
- Selecting a provider and Web tools that suit your needs
- Benefits of a social intranet
- Ensuring quality control through oversight

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Improving knowledge management through a social intranet

  1. 1. 1ImprovingKnowledge Managementthrough a Social Intranet22nd Intranets for Corporate Communicationby Jayson Peltzerhttp://www.jaysonpeltzer.com@jaysonpeltzer
  2. 2. 2AGENDAA) Introducing individual Wikis and evolving to asocial intranetB) Selecting a provider and Web tools that suit yourneedsC) Benefits of a social intranetD) Ensuring quality control through oversight
  3. 3. 3KNOWLEDGE MANAGEMENT...strategies and practices used in anorganization to identify, create, represent,distribute, and enable adoption ofinsights and experiences.Wikipedia.org
  4. 4. 4INSIGHTS andEXPERIENCES... Its personal and uniqueto the situation Do not confuse it withInformation Management Knowledge happens Timely capture makesorganizations successful
  5. 5. 5CAPTURING KNOWLEDGE Through meeting minutes :( Through lessons learned :( Through formal documents... They all work, but are far from ideal It needs to be capturedin real-time and in its raw state
  6. 6. 6WHY DO IT? For success An organizationsucceedsthrough itspeople People succeed by working together...by collaborating
  7. 7. 7Your Intranet web is theknowledge managementtool of thepresent and future.
  8. 8. 8A) INTRODUCING INDIVIDUALWIKIS AND EVOLVING TO ASOCIAL INTRANET
  9. 9. 9WEB 2.0 Allows users to interact and collaborate witheach other in a social media dialogue as creators ofuser-generated content in a virtualcommunityExamples:social networking sitesblogs, wikisvideo sharing sitesweb applicationsmashupsfolksonomies
  10. 10. 10THE WIKI
  11. 11. 11WIKI-style INTRANET A read/write Intranet website Controlled by role-based access and permissions Generally done througha CMS:ContentManagementSystem
  12. 12. 12SOCIAL INTRANET Web 2.0 is the social web“Websites and software designed tosupport and foster social interaction.”... you need to build this into your Intranet ...collaboration
  13. 13. 13ROAD TO COLLABORATION
  14. 14. 14STEP 1: CONTENTMANAGEMENT1.1 Define information architecture1.2 Setup content accountability1.3 Foster a publishing community1.4 Leverage dynamic contentTeaser lists, tables, slide shows,taxonomies, and more!1.5 Aggregate and mash up content
  15. 15. 151.1 INFORMATIONARCHITECTURE Set up content types:Primary Secondary User-generatedUsersGroupsProjectsServices...AdvertisementsAnnouncementsEventsPhoto AlbumsPublicationsPollsQuick ReferencesResourcesVideosWebforms...Blog PostsCommentsFAQsForum TopicsTweetsVideosVotes...
  16. 16. 161.2 CONTENTACCOUNTABILITY Prevent anonymous content publishing Create and assign rolesPublishers, Editors, Stewards Training required for extra permissions Enforce mandatory fields Approval work flows (example: translation)
  17. 17. 171.3 PUBLISHER COMMUNITY Train as many as you can Promote teamwork and dialogue Advise, suggest, lead by example Let content creation flow Put management in charge
  18. 18. 181.4 DYNAMIC CONTENT Content is stored in a database Its all query-able Fetch content from the database and present it tothe user as lists, posts, galleries, tables, maps,graphs, menu items, blocks, reports, forum postsetc. The possibilities are endless
  19. 19. 19E.g.,DYNAMICLISTS
  20. 20. 20E.g., TAG CLOUD
  21. 21. 211.5 MASHUPS“A web page that uses and combines data,presentation or functionality from two or moresources to create new experiences.”
  22. 22. 22E.g., MASHUP
  23. 23. 23ROAD TO COLLABORATION
  24. 24. 24STEP 2: COMMUNICATION Up-to-date and rich content is now available2.1 Create a two-way dialogue2.2 Steer the conversation2.3 Provide options
  25. 25. 252.1 TWO-WAY DIALOGUE Communication is two-way User-generated content needs its placeComments ...Blog posts ...FAQs ...Forum topics ...Tweets ...Videos ...Voting ... Respond and participate
  26. 26. 262.2 STEER CONVERSATION Dont control it, guide it Inject your corporate messagesDo it in a way to spark positive discussion Embrace user feedback Promote popular user-generated posts We can all take the wheel:Communications departmentContent publishers + management teamEnd users
  27. 27. 272.3 PROVIDE CHOICE Everyone is different Multiple generations Varying comfort levelswith technologywith online social dialogue Forums, Tweets, Blogs, Comments, Voting, RSSfeeds, Videos
  28. 28. 28ROAD TO COLLABORATION
  29. 29. 29STEP 3: SOCIALNETWORKING More people now involved in the conversation Curiosity takes over...Who is that? Why did he post that? Maybe she can helpme? People will want to get to know each other3.1 Set up an extensive user profile3.2 Launch it and promote its usage3.3 Build on it
  30. 30. 303.1 USER PROFILE Model it after Linked IN Dont be afraid to create fields Experiment, see what works and what doesnt Allow avatars Skills and Hobbies are good places to start
  31. 31. 313.2 PROMOTE SOCIALNETWORKINGAnnounce itEncourage itsuseDont be afraidTime wasters will always find a way.
  32. 32. 323.3 BUILD ON PROFILES Enable users to identify buddies/friends/colleagues Build an FAQ ecosystem! Automate mentoring! Use user badge system to push desired behaviours! Promote top users – pride is a huge motivator! Expose dynamic filterable lists based on user skills! Allow favourites to offer social bookmarking service! Hyperlink skills and hobbies into community spaces!
  33. 33. 33ROAD TO COLLABORATION
  34. 34. 34STEP 4: KNOWLEDGEMANAGEMENTExplicit KnowledgeTacit Knowledge: Perceptual skills Workarounds Pattern matching Mental models
  35. 35. 35STEP 4: KNOWLEDGEMANAGEMENT By participating in the online discussion, usersdiscover and identify tacit knowledge in other users This is the goal For the expertise that lies within to be utilized to itsmaximum potential4.1 Allow its discovery4.2 Identify it4.3 Expose it
  36. 36. 364.1 KNOWLEDGEDISCOVERY• Provide users with a great search engine• Widen the search index• Capture analytics• Use best bets• Capture metadata. Lots!• Empower users withcontent Rubix cubes
  37. 37. 37E.g., GUIDED NAVIGATION
  38. 38. 38E.g., EXPOSED FILTERS
  39. 39. 394.2 KNOWLEDGE SPOTTING• Go where the people are• Find where its happening• Look at comments/votes• Users will flag it• Leverage analytics• Ongoing
  40. 40. 404.3 KNOWLEDGE SHARING• Create new dynamic viewswhen gaps are found• Expose data points(hits, votes, # comments)• Push user-generated contentto front pages• Have articles orannouncements written• Be creative and open minded
  41. 41. 41ROAD TO COLLABORATION
  42. 42. 42STEP 5: COLLABORATION Youve made it. Connections are happening Knowledge is being shared5.1 Let it happen5.2 More tools can help5.3 Enable collaboration spaces
  43. 43. 435.1 OPEN COLLABORATION• Users will naturally engage inactivities to produce something• Open collaboration is:– Egalitarian– Meritocratic– Self-organizing
  44. 44. 445.2 COLLABORATION TOOLS• Chat or instant messaging• White-boarding• File sharing• Video/teleconferencing• Electronic document management systems– shared folders and shared authoring• Wikis• and more...
  45. 45. 455.3 COLLABORATIONSPACES• Expand and enrich topics of interest (COIs)• Improve tradecraft• Solidify teams• Public, controlled,or private• Can have ownfeatures andfunctionality
  46. 46. 46B) SELECTING A PROVIDERAND WEB TOOLS THAT SUITYOUR NEEDS
  47. 47. 47THE LANDSCAPE The Real Story Group (formerly CMS Watch)
  48. 48. 48MAJOR PLAYERSFor a full list: http://en.wikipedia.org/wiki/List_of_content_management_systems
  49. 49. 49THINGS TO CONSIDER Your needs – assess based on scenarios Test out various tools – find the right fit Whos in charge ? Communications... IM...IT... Resident expertise and/or existing licenses Partner technology Open source movement– Either way, it will still take time and people– Open source typically saves you 15% of costsGood article: http://www.inc.com/guides/choose-website-content-management-system.html
  50. 50. 50C) BENEFITS OF A SOCIALINTRANET
  51. 51. 51BENEFITS Real-time capture Raw and user-generated Online and search-able Aligned with new generation preferences:The future ofyour organization isin their hands.
  52. 52. 52D) ENSURING QUALITYCONTROL THROUGHOVERSIGHT
  53. 53. 53CONTROL Role-based access control Training required for certain roles Content publishing work flows Automated business rules:– Auto-expiry– Mandatory metadata fields– More! Reports and analytics
  54. 54. 54QUALITYToo much controlWILLstifle quality.
  55. 55. 55PASSIVE CONTENTMODERATION Trust but verify Let users do it! Flag as inappropriatelinks Do your ownspot-checking Put someone in charge
  56. 56. 56ETHICS REVIEW COMMITTEE Set up a review committee Publish a Netiquette guide Develop yourin-house process Base decisionson organizationalvalues
  57. 57. 57THANK YOUjayson.peltzer@gmail.comwww.jaysonpeltzer.com@jaysonpeltzer

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