Measureable Knowledge Management

Measurable knowledge management with Web 2.0 technologies Peter H. Reiser http://blogs/sun.com/peterreiser http://twitter.com/peterreiser

Agenda 08.15-08.20 [Ebneter] Introduction 08.20-09.00 [Reiser] "Measurable Knowledge Management" 09.15-10.00 Team work 1 (30' + 15' discussion ) 10.15-11.00 [Reiser] "Use of Web 2.0 technologies" 11.15-12.00 Team work 2 (30' + 15' discussion )

Knowledge Management Knowledge sharing is a “ good thing” BUT... What is my personal RoI? Users Management What is the business case? How do I measure success ? (My knowledge is my power.) What is the RoI? How is KM integrated into our CRM strategy The material’s confidential. I’m too busy to create content. My time is better spent generating revenue.

Objectives 1. Standardization of the „Offering creation, Selling & Delivery Methodologies “ 2.Seamless integration of KM into business processes 3. Standardized Community Framework to support virtual teams and communities 4. Maximize and measurable re-use of Solution Offerings and Customer projects

Standardization Methodologies

4. Solution Measurement 2. Solution Creation 5. AIM Project Execution & Measurement 3. Solution Publishing Solution Life cyle 1. Organization Creation Collaborative Command & Control: P&L & RoI

Integration Business Processes and Applications

Solution Readiness Dashboard Example Solution Readiness Field GTM Readiness

KMS Dashboard

Standardized Community Framework

Project Overview

Document tagging

Project Statistics

Lecture 1: What business metrics could you use to prove the business case for Knowledge Management ?

Results (IC reuse / Win rate)

Results (Hours saved by Reuse)

Artifacts Metrics

Community in a Box Scalable Enterprise Architecture How to build vibrant communities “ What is in it for Me “ Any internal or external community Architecture Methodology Value System Community 1 Community 2 Community n Architecture

Architecture Methodology Architecture Community 1 Community 2 Community n Value System

Technical Architecture Community Services Widgets Social Graph

Architecture If You Build it, Will They Come? Architecture Methodology Value System Community 1 Community 2 Community n

Methodology Architecture Methodology Value System Community 1 Community 2 Community n Architecture

Community Methodology MMFI – Make Me Feel Included What is the common cause ? Do you listen to me? Do you understand me? WIIFM – What Is In it For Me Can you provide what I need any time, anywhere on any device? MMFV – Make Me Feel Valued Can I trust you? Do you trust me? Do you value me? How ?

Value System Architecture Methodology Value System Community 1 Community 2 Community n Architecture

Social Value / Community Equity
Social reputation
Who can I trust ?
What is my status in the community ?
What is in it for me?

Community Equity CONTRIBUTION EQUITY Attachments Wiki Blogs IP SKILLS EQUITY Enterprise User Skills Rating Training PARTICIPATION EQUITY Rate Comment Re-use Tags ROLE EQUITY Business Projects Formal Informal CQ+PQ+SQ+RQ Personal Equity

Information Equity Content Activities People create modify download view rate comment tag

Personal Equity my Community Equity Activities Me Contribution create modify Tag Participation view rate comment reuse People

Tag Equity Java TQ=30 Ruby TQ=20

Tag Equity Java TQ=60 Ruby TQ=60

Tag Equity TQ(Java)=30 TQ(Ruby)=20 TQ(Java)=30 TQ(Ruby)=40 Java TQ=60 Ruby TQ=60

Lecture 2: What metrics could you use to show the Value of Social Networking and Communities to the Users and Business ?

Use Cases
Show all Contribution Tags of a user ordered by Tag Equity (Social value of a tag)
Objective: Show a users expertise based on her/his overall contribution
Show all Contributions from user ordered by Information Equity (Social value of an information)
Objective: Show a users contributions with the highest social value

Use Cases
Show the top xx information for tag x
Objective: List top contributions
Show the top xx experts for tag x
Objective: Automatically calculate expertise of users (our countries with expertise) based on the social feedback they receive on their contributions

Example #'s SunSpace Total users: (logged in to SunSpace): 31115 Total user contributed (> 1 contribution) 3708 Total Content: 45089 (SunSpace wiki minus wiki/home/forum/people pages) + Myshare attachments) Contributors versus Consumers: 12% ( Pareto's Law ) Content Creators from Group : PES: 4624 (10.26%) DES 72 (.16%) CTS 2117(4.7%) Comm Drivers: 17513 (38.84%)

Thank you ...
[email_address]
http://blogs.sun.com/peterreiser
http://twitter.com/peterreiser

Screenshots

SunSpace: MyProfile

SunSpace: Communities

Enterprise Search

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Measureable Knowledge Management

by Peter Reiser on Dec 15, 2009

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Measureable Knowledge Management — Presentation Transcript