Router Model of KM Architecting the Culture of Participation Sukumar Rajagopal Senior Vice President & Head of Innovation 29 October 2009 For the CII KM Summit at Chennai, India

5 Key Design Principles © 2009, Cognizant Technology Solutions. Confidential

Drive Consumption © 2009, Cognizant Technology Solutions. Confidential 1% Rule Leverage viral effect – blogs, wikis, shared workspaces Recommendation systems to recommend assets, Monthly Top 10 posts carnivals, Monthly Top 10 Forum posts…. Recognizing consumers – Ex: Top 100 commenters of the quarter, Recognizing reuse of Top 10 Assets Reference: http://en.wikipedia.org/wiki/1%25_rule_(Internet_culture)

Leverage viral effect – blogs, wikis, shared workspaces

Recommendation systems to recommend assets, Monthly Top 10 posts carnivals, Monthly Top 10 Forum posts….

Recognizing consumers – Ex: Top 100 commenters of the quarter, Recognizing reuse of Top 10 Assets

Perpetual Beta Ex 1 - Forums – Community to Expert Location © 2009, Cognizant Technology Solutions. Confidential Expertise Required By Problems Expertise Available with Users Easy Problems Low Expertise Tough Problems High Expertise Easy Problems High Expertise Tough Problems Low Expertise Med Problems Med Expertise Higher Business Criticality (ROI)

Perpetual Beta Ex. 2 - Wikis Initially we thought we would build an in-house Wikipedia But it works better for strong tied networks Maybe we can evolve to a Wikipedia type community over time © 2009, Cognizant Technology Solutions. Confidential Image Source: Wikipedia

Initially we thought we would build an in-house Wikipedia

But it works better for strong tied networks

Maybe we can evolve to a Wikipedia type community over time

Perpetual Beta Ex. 3 - Blogs Key Decision on Day 1 - Blog about anything But What is the ROI? Higher employee engagement Scores for Active Bloggers/Commenters Digital Breadcrumbs The Top 1000 bloggers have a reach of 600+ employees (approx 1%). Impact on Change Management for Org-wide initiatives – CSR, Go Green, Innovation Onus of effective communication slowly shifting to the communicator – surprised by the emphasis on analytics © 2009, Cognizant Technology Solutions. Confidential Image Source: http://bhc3.wordpress.com

Key Decision on Day 1 - Blog about anything

But What is the ROI?

Higher employee engagement Scores for Active Bloggers/Commenters

Digital Breadcrumbs

The Top 1000 bloggers have a reach of 600+ employees (approx 1%).

Impact on Change Management for Org-wide initiatives – CSR, Go Green, Innovation

Onus of effective communication slowly shifting to the communicator – surprised by the emphasis on analytics

Encourage Fun & Freedom – It is a Head Fake Unconferences are much more enjoyable than regular Conferences K Café’s are great Blog about anything - is cool K November – one whole month of focus on KM via various types of activities – skits, poster contests, movie making, webinars… Employees are free to choose their favorite method of contribution – blogs, wikis, forums, repositories, ideas, new/change process packages… © 2009, Cognizant Technology Solutions. Confidential Dr. Randy Pausch, Source - TIME.com

Unconferences are much more enjoyable than regular Conferences

K Café’s are great

Blog about anything - is cool

K November – one whole month of focus on KM via various types of activities – skits, poster contests, movie making, webinars…

Employees are free to choose their favorite method of contribution – blogs, wikis, forums, repositories, ideas, new/change process packages…

© 2009, Cognizant Technology Solutions. Confidential Integrate with the Workflow Forums Blogs Wikis Many Knowledge Repositories Many IT Systems Core Business Processes Unstructured folksonomy-based knowledge Web 2.0 Community Foundation Layer – Unstructured Knowledge Structured Knowledge Layer Embedded Knowledge Layer Just in Time (JIT) Knowledge is imbedded into the core processes Structured taxonomy Based knowledge Source: Francisco D’Souza’s Vision for KM IP/ Reuse Repositories Globally Orchestrated Processes Real time collaboration with experts & distributed team

Some representative stats as of October 27, 2009 4000+ projects active on Cognizant 2.0 17,000+ unique bloggers/ 27,000+ unique commenters 174,000+ blog posts and 490,000+ comments 5000+ Shared Workspaces (3 TB) 150,000+ Forum messages 2000+ Reusable Assets & Solution Accelerators 16,000+ Wiki Pages © 2009, Cognizant Technology Solutions. Confidential “’ Blogging has reinforced bonding among employees and helped us create an environment of honesty, openness and progressiveness,’ says avid blogger Francisco D'Souza, CEO of Cognizant. “ At Cognizant, blogs are used as a platform for innovation, knowledge management, competitive insights and communication.” - Times of India, September 2007

4000+ projects active on Cognizant 2.0

17,000+ unique bloggers/

27,000+ unique commenters

174,000+ blog posts and 490,000+ comments

5000+ Shared Workspaces (3 TB)

150,000+ Forum messages

2000+ Reusable Assets & Solution Accelerators

16,000+ Wiki Pages

“’ Blogging has reinforced bonding among employees and helped us create an environment of honesty, openness and progressiveness,’ says avid blogger Francisco D'Souza, CEO of Cognizant.

“ At Cognizant, blogs are used as a platform for innovation, knowledge management, competitive insights and communication.”

- Times of India, September 2007

Thank You