Peer-based Enterprise Document Workflow John Rhoton Master Technologist HP Services

Outline Enterprise Content Management Formal vs. Informal Managing Cost and Speed Adaptive Workflow Framework Peer driven quality control Adaptive workflow paths HP Knowledge Brief Viewer System Architecture Framework in Action June 9, 2009

Enterprise Content Management

Formal vs. Informal

Managing Cost and Speed

Adaptive Workflow Framework

Peer driven quality control

Adaptive workflow paths

HP Knowledge Brief Viewer

System Architecture

Framework in Action

Enterprise Content Management Formal Content Established quality control Lengthy process Cost of service Informal Content Speed of information Diverse structure Lack of quality standard June 9, 2009 Formal vs Informal Content

Formal Content

Established quality control

Lengthy process

Cost of service

Informal Content

Speed of information

Diverse structure

Lack of quality standard

Knowledge Culture A knowledge culture is where everyone understands their responsibilities to contribute to our collective knowledge Technologists generate, refine, and contribute knowledge Managers encourage their teams to contribute Everyone takes pride in what they contribute Everyone has something to share Today, we have too many “knowledge absorbers” and too few “knowledge generators” Progression through technical carreer requires people to become knowledge generators

A knowledge culture is where everyone understands their responsibilities to contribute to our collective knowledge

Technologists generate, refine, and contribute knowledge

Managers encourage their teams to contribute

Everyone takes pride in what they contribute

Everyone has something to share

Today, we have too many “knowledge absorbers” and too few “knowledge generators”

Progression through technical carreer requires people to become knowledge generators

HP Knowledge Brief Program A case study Response to need to get technical knowledge out quickly Technical Paper publishing, integration with Professions Technical Career Path KBs Breakthrough Technologist Wider audience TCP review board Profession

Response to need to get technical knowledge out quickly

Technical Paper publishing, integration with

Professions

Technical Career Path

Objectives of Knowledge Briefs Capture field knowledge and experience in a modular and systematic fashion Provide HP technologists with a way to publish information and grow writing ability Not a replacement for patents or white papers KBs: Cover a wide variety of focus areas Range from conceptual primers to how-to guides and case studies Are easy to read and easy to write Ensure reasonable accuracy and relevance through peer-review cycle Are HP internal documents and not available to customers without prior approval

Capture field knowledge and experience in a modular and systematic fashion

Provide HP technologists with a way to publish information and grow writing ability

Not a replacement for patents or white papers

KBs:

Cover a wide variety of focus areas

Range from conceptual primers to how-to guides and case studies

Are easy to read and easy to write

Ensure reasonable accuracy and relevance through peer-review cycle

Are HP internal documents and not available to customers without prior approval

Costs-benefit Analysis Hours required to generate a KB 32 Time for Review/Tech-edit/Publication 8 Cost per hour (estimated worldwide average) $100.00 Total KBs generated 3’689 Total cost of KB generation $14’756’000 Total cost of staffing for KB system (since 2001) $2’000‘000 Cost of KM systems deployed to support KBs $500’000 Total Cost of KBs $17’256’000 Number of downloads 1’284’179 Hours saved by HP staff per download 0.2 Hours saved through KBs 256’836 Total Benefit (at hourly cost of $100) $25’683’580 ROI: 48%

Incentives Reuse of Intellectual Property Increased visibility within community/profession Can be included as evidence of continuity of contribution in promotion packages Publication Experience – something that leading technologists should consider Knowledge Brief Awards Frequent Contributors (Bronze, Silver, Gold) Technical Journal Selection Most Popular Downloads Metrics drive behaviour!

Reuse of Intellectual Property

Increased visibility within community/profession

Can be included as evidence of continuity of contribution in promotion packages

Publication Experience – something that leading technologists should consider

Knowledge Brief Awards

Frequent Contributors (Bronze, Silver, Gold)

Technical Journal Selection

Most Popular Downloads

Reviews Provide an additional perspective Help to catch any errors Facilitate inter-organizational collaboration Improve overall KB quality Author selects peer reviewers We identify technical/editorial reviewers Publication involves final copy-editing – but not a complete rewrite

Provide an additional perspective

Help to catch any errors

Facilitate inter-organizational collaboration

Improve overall KB quality

Author selects peer reviewers

We identify technical/editorial reviewers

Publication involves final copy-editing – but not a complete rewrite

HP Labs Social Networking Identify and Display Subject Matter Experts Identify Document Clusters Identify User Communities Recommended KBs you haven’t yet read Focus Area Experts June 9, 2009 Integrating with Enterprise Content Management Framework

Identify and Display Subject Matter Experts

Identify Document Clusters

Identify User Communities

Recommended KBs you haven’t yet read

Focus Area Experts

Popularity brought issues Increasing volume Hard to find qualified reviewers Lack of Review Tracking Draft content invisible Reviews relied on same people Quality concerns Pre-workflow data Co-ordination effort 1 FTE Non-reviewed KBs 10% Technical Reviewers 50 Editorial reviewers 5

Increasing volume

Hard to find qualified reviewers

Lack of Review Tracking

Draft content invisible

Reviews relied on same people

Quality concerns

Old review process Draft KB Submission Technical Reviews Publication Bottlenecks slow process, impede scalability Reviewer assignment is not optimal, appears inconsistent

Our Solution Platform for structured and unstructured reviews Formal review process with designated pool of reviewers Informal review process with invited experts Peer driven Leverage collective talent of the enterprise Example: HP technical community Quality without sacrificing cost Distributed reviewer load Few dedicated “content masters” Transparency June 9, 2009 Heuristic Document Workflow System

Platform for structured and unstructured reviews

Formal review process with designated pool of reviewers

Informal review process with invited experts

Peer driven

Leverage collective talent of the enterprise

Example: HP technical community

Quality without sacrificing cost

Distributed reviewer load

Few dedicated “content masters”

Transparency

KBv3 Review Process Reviewers Senior Reviewers Senior Editors Editors Review Sign-off Approve Publish

HP Labs Social Networking Automated Technical Reviewer assignment Suggests subject-matter experts Weighting of Technical Reviewers Based on correlation of past ratings Content-based Analysis Key phrases and words June 9, 2009

Automated Technical Reviewer assignment

Suggests subject-matter experts

Weighting of Technical Reviewers

Based on correlation of past ratings

Content-based Analysis

Key phrases and words

System Architecture Based on SharePoint Portal Server 2003 Custom Extensions added to enable a Workflow June 9, 2009

Based on SharePoint Portal Server 2003

Custom Extensions added to enable a Workflow

Knowledge Brief Document Workspace June 9, 2009

Knowledge Brief My Site June 9, 2009

Alerts & Reminders Alerts for uploaded KBs In Progress, Review or Published KBs Alerts based on Author’s properties (Practice, Country, Business Unit, etc…) Weekly KB Newsletter Latent Semantic Indexing to find document similarities Social Networking history to determine users interests Reviewing reminders Author Registered reviewers

Alerts for uploaded KBs

In Progress, Review or Published KBs

Alerts based on Author’s properties (Practice, Country, Business Unit, etc…)

Weekly KB Newsletter

Latent Semantic Indexing to find document similarities

Social Networking history to determine users interests

Reviewing reminders

Author

Registered reviewers

Work in Progress Transition to MOSS 2007 Architecture Integration with external sources Wiki-integration Offline Viewer Synchronizes selected Focus Areas Records KB reads Integrated Full-Text Search Offline Reviews Mail-in and Mail-out functionality required June 9, 2009

Transition to MOSS 2007 Architecture

Integration with external sources

Wiki-integration

Offline Viewer

Synchronizes selected Focus Areas

Records KB reads

Integrated Full-Text Search

Offline Reviews

Mail-in and Mail-out functionality required

KBv3 Code Reuse Code written to be configurable Web Parts Web Services Some Console/Windows Application, ASPs… Potential reuse in other internal KM systems Components available for Customer projects Code reuse

Code written to be configurable

Web Parts

Web Services

Some Console/Windows Application, ASPs…

Potential reuse in other internal KM systems

Components available for Customer projects

Code reuse

Achieved so far Pre-workflow Workflow Coordination effort 1 FTE 0.5 FTE Non-reviewed KBs 10% <1% Technical Reviewers 50 525 Editorial reviewers 5 26 All-time Q1FY07 KBs published 3689 155 KBs downloaded 10,948,636 469,677 Distinct Authors 1070 58 Reviews unknown 659

Summary Enterprise Content Management dilemma High investment vs. Low quality (low reuse) Resolution is possible Requires executive commitment Careful design of process and technology If successful the value proposition is compelling!

Enterprise Content Management dilemma

High investment vs. Low quality (low reuse)

Resolution is possible

Requires executive commitment

Careful design of process and technology

If successful the value proposition is compelling!