Web 2.0 Knowledge Management and Social Networking. Why Should I Care? <br />Cindy Rockwell<br />CEO<br />CustomerVision, ...
Agenda<br />What is Knowledge Management & Social Networking? <br />Why Organizations Must Invest in Their Total Knowledge...
Social Networks<br />Facebook	Mobile<br />	LinkedIn		IM<br />	Google<br />	MySpace<br />			Twitter<br />
Is Email a Social Network?<br />Confidential; Property of CustomerVision, Inc.<br />4<br />
What is Knowledge Management & Social Networking<br />Social Networking<br /><ul><li> Incorporating Web 2.0 elements
 Wiki, Blog
 Email, IM
 Mashup/Widgets
 Communities
 Knowledge & Expertise</li></ul>5<br />Confidential; Property of CustomerVision, Inc.<br />Knowledge Management<br /><ul><...
 Faster dissemination of information
 Engage the knowledge user/expert
 Real-time collaboration to improve organizational performance & increase productivity</li></li></ul><li>Enterprise Social...
New Model for KM now ESN<br />7<br />Confidential; Property of CustomerVision, Inc.<br />“clouds”<br />“crowds”<br />“emer...
Why are KM and ESN necessary?	Problem : Enterprise Knowledge Worker <br /><ul><li>Sending/Receiving Problem
Too Many Choices
Email Overload
Can’t find what “I” need when “I” need it
Depth ‘vs’ Breadth
Need Creativity – “Time to Think”
Organizational loss of experience & knowledge through
Attrition
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Social networking and social learning

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  • study recently published by Wainhouse Research indicates that Social Networking in enterprise is inevitable. This conclusion is based on the benefits enterprise could achieve from using social networking technology and tracking historical adoption patterns of similar technologies. CustomerVision is a featured company in this research.s In addition, the study finds that even though the ESN market is in its infancy, it has already reached the $200 million mark. Furthermore, the market is expected to grow at a rate of 40% each year over the next five years to reach $2 billion by the year 2013.
  • Part of someone’s daily job is where KM/ESN happens
  • Blogs, Personal Information based on user role, group, community, Search Results unique widgets based on “Me” and my areas of interest, other employees, etc.
  • 3rd Party Mashups have been a part of the product for over 2 years; ex. here: RSS Feed, Weather Widget, Polling Widget
  • Social networking and social learning

    1. 1. Web 2.0 Knowledge Management and Social Networking. Why Should I Care? <br />Cindy Rockwell<br />CEO<br />CustomerVision, Inc.<br />June 24, 2009<br />
    2. 2. Agenda<br />What is Knowledge Management & Social Networking? <br />Why Organizations Must Invest in Their Total Knowledge Capital? <br /> Case Studies, "The Benefits" <br />2<br />Confidential; Property of CustomerVision, Inc.<br />
    3. 3. Social Networks<br />Facebook Mobile<br /> LinkedIn IM<br /> Google<br /> MySpace<br /> Twitter<br />
    4. 4. Is Email a Social Network?<br />Confidential; Property of CustomerVision, Inc.<br />4<br />
    5. 5. What is Knowledge Management & Social Networking<br />Social Networking<br /><ul><li> Incorporating Web 2.0 elements
    6. 6. Wiki, Blog
    7. 7. Email, IM
    8. 8. Mashup/Widgets
    9. 9. Communities
    10. 10. Knowledge & Expertise</li></ul>5<br />Confidential; Property of CustomerVision, Inc.<br />Knowledge Management<br /><ul><li> Capture & share information real-time
    11. 11. Faster dissemination of information
    12. 12. Engage the knowledge user/expert
    13. 13. Real-time collaboration to improve organizational performance & increase productivity</li></li></ul><li>Enterprise Social Networking<br />6<br />Confidential; Property of CustomerVision, Inc.<br />
    14. 14. New Model for KM now ESN<br />7<br />Confidential; Property of CustomerVision, Inc.<br />“clouds”<br />“crowds”<br />“emergent”<br />“networks”<br />KNOWLEDGE<br />Process<br />People<br />
    15. 15. Why are KM and ESN necessary? Problem : Enterprise Knowledge Worker <br /><ul><li>Sending/Receiving Problem
    16. 16. Too Many Choices
    17. 17. Email Overload
    18. 18. Can’t find what “I” need when “I” need it
    19. 19. Depth ‘vs’ Breadth
    20. 20. Need Creativity – “Time to Think”
    21. 21. Organizational loss of experience & knowledge through
    22. 22. Attrition
    23. 23. Down-sizing
    24. 24. Retirement
    25. 25. Training</li></ul>8<br />Confidential; Property of CustomerVision, Inc.<br />
    26. 26. What can ESN & KM Accomplish<br />9<br />Confidential; Property of CustomerVision, Inc.<br />
    27. 27. https<br />http<br />https<br />CustomerVision Web Portal and/or Portlet<br />CustomerVision SaaS or Client On-site Hosting Center<br />10<br />Confidential; Property of CustomerVision, Inc.<br />
    28. 28. CustomerVision for ESN/KM<br />Confidential; Property of CustomerVision, Inc.<br />11<br />
    29. 29. Natural User Interface<br />12<br />Confidential; Property of CustomerVision, Inc.<br />
    30. 30. Design & User Driven Elements<br />13<br />Confidential; Property of CustomerVision, Inc.<br />
    31. 31. Design & User Driven Elements<br />14<br />Confidential; Property of CustomerVision, Inc.<br />
    32. 32. Profiling – Based on Unique User Requirements<br />15<br />Confidential; Property of CustomerVision, Inc.<br />
    33. 33. For Employee Communication <br />Audience:<br /><ul><li>Employees
    34. 34. Teams
    35. 35. Sales
    36. 36. Partners</li></ul>Key Benefits:<br /><ul><li>Informal Learning
    37. 37. Build knowledge and expertise on a real-time basis
    38. 38. Create publications, FAQs, knowledge bases or reference centers
    39. 39. Compliment formal learning programs
    40. 40. Turn one to one email dialogs into conversations that benefit the entire organization
    41. 41. Provide access to knowledge workers
    42. 42. Ability to quickly search and find just-in-time information</li></ul>16<br />Confidential; Property of CustomerVision, Inc.<br />
    43. 43. For Sales Effectiveness <br />Audience:<br /><ul><li>Sales team
    44. 44. Partners
    45. 45. Marketing
    46. 46. Sales Support
    47. 47. Sales Training</li></ul>Key Benefits:<br /><ul><li>Capture best practices
    48. 48. Train new sales people
    49. 49. Reduce time spent looking for answer
    50. 50. Provide a central source for answers
    51. 51. Manage communications with experts
    52. 52. Share ideas, messaging and positioning statements
    53. 53. Share presentations
    54. 54. Reinforce and support formal training programs </li></ul>17<br />Confidential; Property of CustomerVision, Inc.<br />
    55. 55. Communities of Practice <br />Audience:<br /><ul><li>Members
    56. 56. Consumers
    57. 57. Clients
    58. 58. Community
    59. 59. Students/Educators</li></ul>Key Benefits:<br /><ul><li>Social “Informal” Learning
    60. 60. Build knowledge and expertise on a real-time basis
    61. 61. Social Centers of Excellence
    62. 62. Marketing
    63. 63. Turn one to one email dialogs into conversations that benefit the entire company and interested parties
    64. 64. Provide access to a global community of knowledge experts
    65. 65. Visual learning</li></ul>18<br />Confidential; Property of CustomerVision, Inc.<br />
    66. 66. Poolcenter Case Study <br /><ul><li>Objective – Community Collaboration:
    67. 67. Forums
    68. 68. Blog
    69. 69. Wiki
    70. 70. Overall to achieve leading edge marketing and awareness
    71. 71. Results:
    72. 72. 2 Week Calendar Time to Launch
    73. 73. Engaging clientele as part of a community
    74. 74. Additional sales and marketing needs identified
    75. 75. Learning from others (many)
    76. 76. Expertise sharing, Community Profiles
    77. 77. Reduction of customer service; the community answers questions as does company</li></ul>19<br />Confidential; Property of CustomerVision, Inc.<br />
    78. 78. Have a defined need<br />Build as you go<br />Communication; outbound, marketing<br />Reward usage<br />Monitor usability & modify<br />Don’t do it “just because”<br />Best Practices <br />20<br />Confidential; Property of CustomerVision, Inc.<br />
    79. 79. Summary – Business Drivers<br />Key trends are emerging:<br /><ul><li>Businesses are beginning to embrace the fact that email, share drives, and adhoc solutions cannot be primary vehicles for their knowledge capital
    80. 80. Traditional Web-based systems have been a detriment for real-collaborative knowledge sharing and widespread use within most organizations until now.
    81. 81. Little to no IT resources required; save your IT time and resources for other key projects
    82. 82. Social media is experiencing rapid growth and new growth within organizations for business critical applications
    83. 83. Value proposition (SaaS model and price point) is very compelling</li></ul>CustomerVision is an out-of-the-box expert technology solution in turning enterprise social networking and knowledge sharing into the an organization’s most powerful web-based communication platform. Whether the focus is on employees, sales, customer service or innovation. CustomerVision assists organizations in delivering the right information at the right time for the competitive edge they need with today's real-time knowledge requirements.<br />21<br />Confidential; Property of CustomerVision, Inc.<br />
    84. 84. Questions? <br />Contact: Cindy Rockwell/CEO<br />Email: cindy@customervision.com<br />Phone: 515.989.9900 / 877-824-0181<br />Fax: 515.989.2034<br />Website: www.customervision.com<br />Contact: Mike Maddison, VP Sales<br />Email: mike@customervision.com<br />Phone: 877-824-0181 x707<br />22<br />Confidential; Property of CustomerVision, Inc.<br />
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