Trying to implement enterprise collaboration? Challenges and lessons learned Stephane Cheikh

Stephane Cheikh

In this short presentation Define enterprise collaboration Validate the need for enterprise collaboration Scan the available tools on the market Glance at the basics features & functionalities Once you have selected a tool Recommended steps to follow Discuss the issues faced Review key lessons learned

Define enterprise collaboration

Validate the need for enterprise collaboration

Scan the available tools on the market

Glance at the basics features & functionalities

Once you have selected a tool

Recommended steps to follow

Discuss the issues faced

Review key lessons learned

About SITA SITA is the world's leading service provider of IT business solutions and communications services to the air transport industry. About myself Project management, KM, Collaboration Web 2.0 concept applied to the enterprise

SITA is the world's leading service provider of IT business solutions and communications services to the air transport industry.

Project management, KM, Collaboration

Web 2.0 concept applied to the enterprise

Define enterprise collaboration Collaboration fulfill two key functions: Allowing teams to share and synchronize information at any time, irrespective of location; Enabling the creation of electronic workspaces so that groups can work together in real time. Collaboration is a process and the tools need to be geared towards supporting this process. Main enterprise collaboration tools: Enterprise blogs & Wiki

Collaboration fulfill two key functions:

Allowing teams to share and synchronize information at any time, irrespective of location;

Enabling the creation of electronic workspaces so that groups can work together in real time.

Collaboration is a process and the tools need to be geared towards supporting this process.

Main enterprise collaboration tools:

Enterprise blogs & Wiki

Why Enterprise Collaboration? Today we try to collaborate: Face to face, phone: unsaved, one2one / one2many E-mail: unstructured, personal, difficult to search IM / Web Conferencing: one2one, unsaved Intranet: one2many, simplex Databases: very structured, simplex Files: no context, no collaboration Information is kept on individual desktops or on access limited mailboxes, databases Over usage of email and attachments Document management feature not available

Today we try to collaborate:

Face to face, phone: unsaved, one2one / one2many

E-mail: unstructured, personal, difficult to search

IM / Web Conferencing: one2one, unsaved

Intranet: one2many, simplex

Databases: very structured, simplex

Files: no context, no collaboration

Information is kept on individual desktops or on access limited mailboxes, databases

Over usage of email and attachments

Document management feature not available

Expected benefits Foster cross-department interactions and encourage employee participation Increase visibility on projects and initiatives Better collect experiences on customers and market Better identify expertise Better capture knowledge (integrate KM strategy and methodology) Improve communication in general Better identify and promote commitment and initiatives Better identify and collaborate on internal issues Create a corporate culture of dialogue

Foster cross-department interactions and encourage employee participation

Increase visibility on projects and initiatives

Better collect experiences on customers and market

Better identify expertise

Better capture knowledge (integrate KM strategy and methodology)

Improve communication in general

Better identify and promote commitment and initiatives

Better identify and collaborate on internal issues

Create a corporate culture of dialogue

Tools available on the market List of enterprise collaboration tools (Wikipedia)

List of enterprise collaboration tools (Wikipedia)

Basics features & functionalities Organization, Permission and Views Front Page & Project Pages Category Labels/Keywords Calendar Navigation Access Control and Security Dynamic, Permission Filtered Views Dynamic, Permission Filtered Search Content Creation and Management Publishing, Editing & Linking WebDAV Attachments & Project Share Folders Comments and Threaded Discussions Email Reply Audit Trails Presence Awareness

Organization, Permission and Views

Front Page & Project Pages

Category Labels/Keywords

Calendar Navigation

Access Control and Security

Dynamic, Permission Filtered Views

Dynamic, Permission Filtered Search

Content Creation and Management

Publishing, Editing & Linking

WebDAV Attachments & Project Share Folders

Comments and Threaded Discussions

Email Reply

Audit Trails

Presence Awareness

Basics features & functionalities Content Distribution and Export Automated Email Summary Digest Trackback Dynamic RSS and Atom Feeds Printing Export to Word or PDF Authentication, Interoperability and Security Authentication & Interoperability Security Interfaces and Skins - Options and Customization Custom Displays and Views Language, Localization and Time Zone Support DMZ Availability

Content Distribution and Export

Automated Email Summary Digest

Trackback

Dynamic RSS and Atom Feeds

Printing

Export to Word or PDF

Authentication, Interoperability and Security

Authentication & Interoperability

Security

Interfaces and Skins - Options and Customization

Custom Displays and Views

Language, Localization and Time Zone Support

DMZ Availability

Tool selection Engage with a small team keen on collaboration and web savvy Document their need and requirements Choose 2 products/solutions that will come close to answer the need and requirements – simple is key Give a demo of both tools, with its features & functionalities Let the team use both systems for a couple of weeks and reconvene for feedback sessions Decide on 1 product/solution

Engage with a small team keen on collaboration and web savvy

Document their need and requirements

Choose 2 products/solutions that will come close to answer the need and requirements – simple is key

Give a demo of both tools, with its features & functionalities

Let the team use both systems for a couple of weeks and reconvene for feedback sessions

Decide on 1 product/solution

IT or not IT One of the first question you will have to answer: Can this solution be hosted externally? (ASP mode) Or it has to be on an internal server? Second question that should be your first one: Do I have to involve the IT department in this initiative? Or I can just buy licenses and start using a specific product? If IT is involved: Delays and complexity Solution not meeting user requirements Deployment issues No moderation

One of the first question you will have to answer:

Can this solution be hosted externally? (ASP mode)

Or it has to be on an internal server?

Second question that should be your first one:

Do I have to involve the IT department in this initiative?

Or I can just buy licenses and start using a specific product?

If IT is involved:

Delays and complexity

Solution not meeting user requirements

Deployment issues

No moderation

Initial steps Engage with a small team (keen on collaboration and web savvy) Understand their pain points around sharing information Identify at least one main key document/process important for their work Map out the behaviour, sharing patern and flows with this key document/process Promote a member of this team as the owner, driver, moderator (reward)

Engage with a small team (keen on collaboration and web savvy)

Understand their pain points around sharing information

Identify at least one main key document/process important for their work

Map out the behaviour, sharing patern and flows with this key document/process

Promote a member of this team as the owner, driver, moderator (reward)

Example - Regional Marketing Met with the head of regional marketing and some members of its very geographically dispersed team Identified that the Monthly Event Report was a key document for the whole team Mapped out the behaviour around this Monthly Event Report Re-created the Monthly Event Report on the enterprise collaboration tool Results were an easy to use and update series of web page (using blogs & wiki concept)

Met with the head of regional marketing and some members of its very geographically dispersed team

Identified that the Monthly Event Report was a key document for the whole team

Mapped out the behaviour around this Monthly Event Report

Re-created the Monthly Event Report on the enterprise collaboration tool

Results were an easy to use and update series of web page (using blogs & wiki concept)

Monthly Event Report

From email to collaboration

From email to collaboration

Other examples Marketing Communications Professional Services (Consulting) Expertise locator

Marketing Communications

Professional Services (Consulting)

Expertise locator

Lessons learned Before implementation: Start small – with a web savvy group During product demo - custumize your presentation to their needs with expected benefits (what’s in it for me) Use real life example – diagrams, scenarios… Once started: Train your users approprietly Train them again 2 weeks after start When you train, use the live tool with real documents Need a lot of hand holding, do not hesitate to start publishing on their behalf, for uptake

Before implementation:

Start small – with a web savvy group

During product demo - custumize your presentation to their needs with expected benefits (what’s in it for me)

Use real life example – diagrams, scenarios…

Once started:

Train your users approprietly

Train them again 2 weeks after start

When you train, use the live tool with real documents

Need a lot of hand holding, do not hesitate to start publishing on their behalf, for uptake

Lessons learned Keep your tool simple Blog to post and comment on articles Wiki to collaborate/modify a document/text Be there the first 4 to 6 weeks to moderate, entertain, maintain… Make sure that the team’s manager is using the tool and lead by example Once it picked up – continue to work with users on moving to the tool other types of process for more collaboration

Keep your tool simple

Blog to post and comment on articles

Wiki to collaborate/modify a document/text

Be there the first 4 to 6 weeks to moderate, entertain, maintain…

Make sure that the team’s manager is using the tool and lead by example

Once it picked up – continue to work with users on moving to the tool other types of process for more collaboration

Overall Close to a full time job Not technology – but human behavior project Uptake is slow You will need the following traits: Patience Hand holding Lobbying Politics Psycology

Close to a full time job

Not technology – but human behavior project

Uptake is slow

You will need the following traits:

Patience

Hand holding

Lobbying

Politics

Psycology

Blog available: http://enterprisecollab.wordpress.com The end, any questions?

Blog available: http://enterprisecollab.wordpress.com

The end, any questions?