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Improving knowledge management through a social intranet
 

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 ...

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 Improving knowledge management through a social intranet Presentation Transcript

    • 1ImprovingKnowledge Managementthrough a Social Intranet22nd Intranets for Corporate Communicationby Jayson Peltzerhttp://www.jaysonpeltzer.com@jaysonpeltzer
    • 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
    • 3KNOWLEDGE MANAGEMENT...strategies and practices used in anorganization to identify, create, represent,distribute, and enable adoption ofinsights and experiences.Wikipedia.org
    • 4INSIGHTS andEXPERIENCES... Its personal and uniqueto the situation Do not confuse it withInformation Management Knowledge happens Timely capture makesorganizations successful
    • 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
    • 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 content in a virtualcommunityExamples:social networking sitesblogs, wikisvideo sharing sitesweb applicationsmashupsfolksonomies
    • 10THE WIKI
    • 11WIKI-style INTRANET A read/write Intranet website Controlled by role-based access and permissions Generally done througha CMS:ContentManagementSystem
    • 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
    • 13ROAD TO COLLABORATION
    • 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
    • 151.1 INFORMATIONARCHITECTURE Set up content types:Primary Secondary User-generatedUsersGroupsProjectsServices...AdvertisementsAnnouncementsEventsPhoto AlbumsPublicationsPollsQuick ReferencesResourcesVideosWebforms...Blog PostsCommentsFAQsForum TopicsTweetsVideosVotes...
    • 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)
    • 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
    • 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
    • 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 experiences.”
    • 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 conversation2.3 Provide options
    • 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
    • 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
    • 272.3 PROVIDE CHOICE Everyone is different Multiple generations Varying comfort levelswith technologywith online social dialogue Forums, Tweets, Blogs, Comments, Voting, RSSfeeds, Videos
    • 28ROAD TO COLLABORATION
    • 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
    • 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
    • 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! 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!
    • 33ROAD TO COLLABORATION
    • 34STEP 4: KNOWLEDGEMANAGEMENTExplicit KnowledgeTacit Knowledge: Perceptual skills Workarounds Pattern matching Mental models
    • 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
    • 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
    • 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• Leverage analytics• Ongoing
    • 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
    • 41ROAD TO COLLABORATION
    • 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
    • 435.1 OPEN COLLABORATION• Users will naturally engage inactivities to produce something• Open collaboration is:– Egalitarian– Meritocratic– Self-organizing
    • 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...
    • 455.3 COLLABORATIONSPACES• Expand and enrich topics of interest (COIs)• Improve tradecraft• Solidify teams• Public, controlled,or private• Can have ownfeatures andfunctionality
    • 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 ? 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
    • 50C) BENEFITS OF A SOCIALINTRANET
    • 51BENEFITS Real-time capture Raw and user-generated Online and search-able Aligned with new generation preferences:The future ofyour organization isin their hands.
    • 52D) ENSURING QUALITYCONTROL THROUGHOVERSIGHT
    • 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
    • 54QUALITYToo much controlWILLstifle quality.
    • 55PASSIVE CONTENTMODERATION Trust but verify Let users do it! Flag as inappropriatelinks Do your ownspot-checking Put someone in charge
    • 56ETHICS REVIEW COMMITTEE Set up a review committee Publish a Netiquette guide Develop yourin-house process Base decisionson organizationalvalues
    • 57THANK YOUjayson.peltzer@gmail.comwww.jaysonpeltzer.com@jaysonpeltzer