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Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+
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Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application. The Case References+

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  • 1. Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. siemens.com/answers Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application: The Siemens Case References+ I-KNOW 2013, Graz, Austria, September 4th, 2013 Alexander Stocker Virtual Vehicle Research Center Information & Process Management Graz, Austria Johannes Müller Siemens Switzerland Ltd. Building Technologies Division Zug, Switzerland
  • 2. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 2 Alexander Stocker and Johannes Müller Corporate, Siemens-Wide and Cross-Sector Departments Infrastructure & Cities Sector Energy Sector Industry Sector Healthcare Sector Building Technologies Rail Systems Wind Power Solar & Hydro Oil & Gas Energy Service Power Transmission Fossil Power Generation Customer Services Drive Technologies Clinical Products Diagnostics Customer Solutions Imaging&The- rapy Systems Metal Technologies Low and Me- dium Voltage Audiology Solutions Smart Grid Industry Automation Mobility and Logistics Siemens Sectors and Divisions with Current Focus User Groups
  • 3. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 3 Alexander Stocker and Johannes Müller References+ ...  is a Web 2.0 platform for the global exchange of business-related knowledge, experiences and best-practices,  is a 'Social Networking' tool, which networks colleagues and animates them to communicate to each other,  is intended for internal use (by Siemens members) only and thus available within the Siemens intranet,  contains knowledge references (customer projects, solution/service concepts, etc.) and suitable documents,  contains several discussion forums (Urgent Requests, etc.) and a microblog section,  considers its users as global community (~ 10,000 members located in 79 countries) supporting each other.
  • 4. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 4 Alexander Stocker and Johannes Müller Content in References+ Knowledge References  Customer Projects  Solution/Service Concepts  Technology Information  Market Information  External Awards  Business Excellence Cases  Lessons Learned Forum Postings  Urgent Requests  Solution Talk  News, Trends, Innovations  Fairs and Conferences  BT Academy International  Quality Management  etc. Content in References+ Networking both Knowledge and People knowledge and information sharing people networking Microblog Postings structured by free tagging ("Folksonomy") Member Pages  Name  Portrait Picture  'About me' Text  Phone Numbers  e-Mail Address  Availability Status  Personal Network
  • 5. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 5 Alexander Stocker and Johannes Müller User Survey 2009: Several User Ratings Period: 3 weeks in September/October 2009 Participation: 1070 responders more or less helpful for 88% 714 saved days 36% frequent users 64% occasional users Ø 2.63 Ø 1.96 Ø 1.89 Ø 1.86 several days several hours no time savings very helpful predomin. helpful partially helpful not helpful one day
  • 6. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 6 Alexander Stocker and Johannes Müller User Survey 2009: Correlation of Perceived Benefit & Usage Frequency Usage Frequency (# responders) sporadic (401) monthly (289) weekly (280) daily (100) Ø all (1070) Availability* 2.51 2.66 2.71 2.79 2.63 Usability* 1.72 1.99 2.12 2.34 1.96 Functions / Features* 1.62 1.96 2.08 2.31 1.89 Content Quality* 1.65 1.91 1.98 2.17 1.86 Helpfulness** 0.92 1.38 1.55 1.94 1.31 # days saved per year*** 0.32 0.60 0.97 1.40 0.67 Selectable Options: * very good (3), good (2), average (1), insufficient (0) ** very helpful (3), predominantly helpful (2), partially helpful (1), not helpful (0) *** several days (3), one day (1), several hours (0.5), nothing (0) higher benefit for higher usage frequency
  • 7. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 7 Alexander Stocker and Johannes Müller User Survey 2011: Survey Questions Which organizational unit are you working for?  (list of selected Siemens units) How often do you use References+?  almost daily  min. one time weekly  min. one time monthly  less than monthly How helpful is References+ in your daily work?  very helpful  predominantly helpful  partially helpful  not helpful How much working time did you save (in the last 365 days) by using information found in References+?  several days saved  one day saved  one or several hours saved  no time savings How much money did you save (in the last 365 days) by using information found in References+?  more than €10,000 saved  €1,000 … €10,000 saved  €0 … €1,000 saved  no money savings How much additional business turnover did you generate (in the last 365 days) by using information found in References+?  more than €1 million in additional turnover  €100,000 … €1 million in additional turnover  €10,000 … €100,000 in additional turnover  €0 … €10,000 in additional turnover  no additional turnover  I cannot directly influence turnover How many additional customers did you attract (in the last 365 days) by using information found in References+?  3 or more additional customers  2 additional customers  1 additional customer  no additional customers  I don’t have direct contact with customers What is your overall rating for References+ and the related administration team?  very good  good  average  insufficient  I don’t want to give a rating. Feel free to share any comment related to References+ (optional).  (free text input)
  • 8. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 8 Alexander Stocker and Johannes Müller User Survey 2011: Survey Results 731 saved days Period: 4 weeks in September 2011 Participation: 1479 responders € 190,000 saved money € 5.3 mio. additional turn-over Accumulated annual figures for these 1479 responders: 361 new customers (minimum calculation) (minimum calculation)
  • 9. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 9 Alexander Stocker and Johannes Müller User Survey 2011: Research Question How do survey results on perceived use and benefits of a Web 2.0-based knowledge management platform match the factual use of this platform? survey replies (subjective, perceived) usage data (objective, factual) user (account) data (objective, factual)
  • 10. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 10 Alexander Stocker and Johannes Müller Available User and Usage Data Present status of user and user account (as of March 2013):  office location (city, country)  organizational unit  date of registration in References+  date of last visit  account active (true/false)  photo uploaded (true/false)  number of characters in “About me” field  number of other internal Social Media platforms, where user is registered Usage data (during April 2010 – September 2011):  number of days with access to References+  number of visited Knowledge References  number of contributions (i.e. Knowledge References, feedbacks, forum postings, microblog postings)  number of followers and followed colleagues
  • 11. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 11 Alexander Stocker and Johannes Müller Correlation of Usage Data and Survey Results Perceived vs. Factual Usage Respondents with a perceived high usage frequency are exhibiting higher factual usage, but are not necessarily the most active factual contributors. Higher factual use for higher perceived use Perceived "Usage frequency" daily weekly monthly seldom # respondents 140 341 371 627 Ø activity days 33.18 29.77 17.44 13.07 Ø visited KRs 21.11 16.74 8.78 3.01 Ø contributions 3.11 3.26 1.05 0.56 Ø followers 2.19 1.82 1.18 0.74
  • 12. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 12 Alexander Stocker and Johannes Müller Correlation of Usage Data and Survey Results Helpfulness vs. Factual Usage Respondents with a perceived high helpfulness of References+ are exhibiting higher factual usage, i.e. they visit more Knowledge References, generate more content, and have more followers. Higher factual use for higher perceived helpfulness very predom. partially not helpful helpful helpful helpful # respondents 146 222 805 306 Ø activity days 26.53 27.39 19.07 13.59 Ø visited KRs 25.88 20.39 5.90 2.45 Ø contributions 4.41 2.41 1.20 0.46 Ø followers 2.10 1.47 1.23 0.66 Perceived "Helpfulness"
  • 13. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 13 Alexander Stocker and Johannes Müller Correlation of Usage Data and Survey Results Type of Benfits vs. Factual Usage Respondents with perceived high time savings and perceived high money savings are not necessarily the most factual active users. Respondents with perceived high generation of turnover visit more knowledge references. Employees with perceived higher number of customers have more activity days and visit more knowledge references.
  • 14. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 14 Alexander Stocker and Johannes Müller Correlation of Usage Data and Survey Results Overall Rating vs. Factual Usage Respondents with a high overall rating of References+ have more average activity days, visit more Knowledge References, make more contributions, and have more followers. Higher factual use for higher overall rating very good good average insufficient # respondents 281 610 231 57 Ø activity days 29.96 22.11 13.29 10.05 Ø visited KRs 15.51 11.79 6.19 2.93 Ø contributions 4.69 1.13 0.76 0.44 Ø followers 2.60 1.10 0.83 0.67 Perceived "Overall rating"
  • 15. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 15 Alexander Stocker and Johannes Müller Conclusion and Discussion (1) Research Scope Whether and how do survey results on perceived use and benefits of a Web 2.0-based knowledge management platform match data on factual use of the platform? References+ users with perceived higher benefits (i.e. helpfulness, saved time, saved money, new turnover, new customers) are by trend factual Reference+ users. Study results show a relationship between perceived benefits of References+ and factual use of References+.
  • 16. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 16 Alexander Stocker and Johannes Müller Conclusion and Discussion (2) Suggestions for practice Users with high intrinsic motivation use Web 2.0 platforms more often than less motivated colleagues. Hence, the probability of perceiving any related benefit might be higher for frequent users since they are more active and thus able to explore a higher number of potentially positive aspects of the platform. Therefore, factual and perceived benefits are among the most important and sustainable motivation factors for using a Web 2.0-based platform such as References+. The authors suggest provision of immediate benefits for users as most crucial success factor for an Enterprise 2.0 initiative.
  • 17. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 17 Alexander Stocker and Johannes Müller Conclusion and Discussion (3) Contribution Survey results reflect the subjective views of the respondents. By using a high number of survey replies, a tendency can be derived by calculating average or median values. User surveys can be very helpful and effective in developing user-centered IT features and community coverage: The results show the basic needs of the user community, which helps avoid fundamentally undesirable developments. In addition, the results help clarify questions such as the following:  Why are employees motivated to participate and contribute in online communities?  What do employees expect from Web 2.0-based platforms? What do they miss in the currently available platform?  Is there any correlation between objective use or contribution frequency and subjectively perceived individual benefits?
  • 18. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 18 Alexander Stocker and Johannes Müller More Information about References+ Would you like to learn more about References+? Feel free to visit the presentation at the I-KNOW Poster & Demo Session. Thursday, September 5th, 3:30-5:30 pm (German or English spoken on demand)
  • 19. September 4th, 2013 Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved. Page 19 Alexander Stocker and Johannes Müller Contact for Questions and Feedback Dr. Alexander Stocker Virtual Vehicle Research Center Information & Process Management Graz, Austria e-Mail: alexander.stocker@v2c2.at https://www.xing.com/profile/Alexander_Stocker Dr. Johannes Müller Siemens Switzerland Ltd. Building Technologies Division Zug, Switzerland e-Mail: j-mueller@siemens.com https://www.xing.com/profile/Johannes_Mueller47

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