DACHNUG50 CNX4 Analytics in HCL Connections.pdf

Weit über einfache Nutzungsstatistiken
hinaus
Analytics in HCL Connections
Prof. Dr. Petra Schubert & Sebastian Bahles
(Universität Koblenz)
sbahles@uni-koblenz.de

SusanWilliams
Professor
Director of CEIR
Social Informatics
Jens Alberts
CEIR Researcher
Work routines & practices
Söhnke Grams
CEIR Postdoctoral Researcher
General Manager UCT
Benefits Management
Petra Schubert
Professor
Director of CEIR
Business Software
Sebastian Bahles
CEIR Researcher
Manager IndustryConnect
Workspace Management
Simon Meier
CEIR Researcher
Ontology-based data access
Martin Just
CEIR Researcher
Cross-system analysis
Julian Mosen
CEIR Researcher
Social documents
Jennifer Gerbl
CEIR Researcher
VisualCollaboration
Cornelia Mc Stay
Team assistant
2

Long-term research programme
3

Developing theoretical
insights and research
capabilities:
Advanced knowledge and
understanding
2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 2025
Building strong sustainable
relationships with industry:
Engaged with relevance and
the challanges of practice
Building excellence in
technical capabilities:
Close to enterprise
collaboration technologies UCT-1 UCT-2 UCT-3 UCT-4 UCT-5 UCT-6 UCT-7
Workshop
1
Workshop
2
Workshop
3
Workshop
4
Workshop
5
Workshop
6
Workshop
7
Workshop
8
Workshop9
Wrkshop
10
Workshop
11
(online)
Workshop
12
(online)
Workshop
13
(online)
Workshop
14
(online)
Workshop
15
(online)
and 30 more …
BECS-1 BECS-2 BECS-3
2C-NOW
SPM-1
Benefits of Enterprise Collaboration Systems:
Capturing and measuring digital transformation
capabilities and collaborative work
Collaboration and Coordination in Networks of Work:
Investigation of transformations to work processes and
practices in large-scale, heterogeneous enterprise
collaboration platforms
Social Process Mining:
Identification of typical Enterprise Collaboration System
usage patterns and development of the required
technical foundations and algorithms
2C-NOW²
4
Workshop
16
(online)
Workshop
17
tba., Q3/23
non-virtual again

Empower your employees through successful
Enterprise Collaboration

IBD white paper
part two
Enterprise Collaboration Platforms
Designing the Technical Solution
IBD white paper
part one
Enterprise Collaboration Platforms
Understanding Collaborative Work

Data sources for
collaboration analytics
9

#DACHNUG50 2023, 15.06.2023 10
Social Collaboration Analytics
Framework
◼ The framework guides the practical
application of SCA
◼ For each of the 8 phases the framework
contains:
◼ Precise objectives
◼ Detailed descriptions & working steps
◼ Guiding questions
◼ List of outcomes
◼ The framework is based on
◼ Analysis of 86 SCA studies
◼ Findings from 6 focus groups
◼ Findings from a survey with 27 user companies
◼ Analysis of 17 established data mining process
models
◼ Evaluation of the framework
with a ECS user company
(Schwade, 2022)
Multiple methods:
1. Benefits measurement
2. Content analysis
3. Process mining

#DACHNUG50 2023, 15.06.2023 11
Data sources for collaboration analytics
Organisationaldata
• Useraccounts
• Organisational structure
(e.g.OU,role,location)
• Inpractice:LDAP,ActiveDirectory
Transactionaldata
• Eventlog
• WebServerLog
Analytics
Contentdata
• Relationaldatabases
• Filesystem
Employees
• Surveys
• Observation
• Feedback
Othersystems
• E-Mail
• ERPSystem
• CRMSystem
• …..

#DACHNUG50 2023, 15.06.2023 12
SCA Methods
Content
analysis
Process
analysis
Benefits
measurement

#DACHNUG50 2023, 15.06.2023 14
CONTENT
https://galaxy.fgbas.uni-koblenz.de/#/galaxy/my-graph?cx=-3508&cy=-16904&cz=14131&lx=0.4188&ly=-0.1371&lz=0.1387&lw=0.8869&ml=15000000&s=1.75&l=1&v=version-1

Content Dashboard (Domino application)

#DACHNUG50 2023, 15.06.2023 16
Level of analysis
SPACES
• Platform
• GroupWorkspace
• UserWorkspace
CONCEPTS
• Group
• Account (User)
• DigitalWorkspace
• System
• Container
Container
• Calendar
• MeetingContainer
• ChatChannel
• FileLibrary
• MailContainer
• MessageBoard
• Microblog
• SocialProfileContainer
• TaskContainer
• Weblog
• Wiki
Intellectual Entity
• CalendarEntry
• Meeting
• ChatMessage
• File
• Folder
• MailMessage
• BoardPost
• MicroblogPost
• SocialProfile
• Task
• BlogPost
• WikiPage
(Event)
Action
• Create
• Read
• Update
• Delete
Simple Components:
• Like
• Tag
• Follow
• Reaction
• Subscription
• Vote
(Event)
Time
• Timestamp
Further filters
• Business Unit
• Region
• Country
• Group
• Account Role
• Time constraints
• Week
• Month
• Quarter
• Year
• Custom
• …
Which type of
action?
When? Which filters?
Which type of
content?
Where?
Which content
component?
Dimensions used by the Content Dashboard
Intellectual
Component
• Comment
• Attachment (File)

Visualising Content of a cross-organisational Community

Visualising Content of a cross-organisational Community
Blog
Status Updates Files & Folders Forum
Wiki Activities

◼ Microblogs ◼ Social document characteristics
Tweeting/informing
◼ Low number of components
◼ Few comments
◼ Some attachments
◼ High percentage of
recommendations
◼ Simple structures
◼ Some inter-container and inter-
space collections
◼ Microblog post with attachment

◼ Wikis ◼ Social document characteristics
Documenting information
◼ Higher number of components
◼ Many versions and attachments
◼ Few comments
◼ More complex structures
◼ Sub articles lead to hierarchies
◼ Many intra-container
collections

◼ Forums ◼ Social document characteristics
Discussing
◼ High number of components
◼ Many comments
◼ Many recommendations
◼ Highly complex structures
◼ Long paths of comments
◼ Long and threaded discussions
◼ Strands of discussion can split up
◼ Very few collections

#DACHNUG50 2023, 15.06.2023 24
Collaboration Process
User Screen
In-System Log
Harmonised Event Log
Collaboration Scenario
Social Document Graph

#DACHNUG50 2023, 15.06.2023 25
Collaboration Process

#DACHNUG50 2023, 15.06.2023 26
Harmonised Event Log (Domino application)

#DACHNUG50 2023, 15.06.2023 27
system.space.container.intellectualentity.intellectualcomponent.simplecomponent.action
…

#DACHNUG50 2023, 15.06.2023 28
High-level logs can be interpreted
→ Collaboration Scenarios

#DACHNUG50 2023, 15.06.2023 29
Forum Discussion
User Screen
BPMN Swim Lanes
Growing document graph
Event log

#DACHNUG50 2023, 15.06.2023 30
Forum Discussion
account.system.space.container.intellectualentity.intel-comp..simple-comp.action.time
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#DACHNUG50 2023, 15.06.2023 31
Forum Discussion
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#DACHNUG50 2023, 15.06.2023 32
Forum Discussion
-----------------------------------------------------------------------------------------------------------------------
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#DACHNUG50 2023, 15.06.2023 33
Forum Discussion
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#DACHNUG50 2023, 15.06.2023 34
Forum Discussion
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#DACHNUG50 2023, 15.06.2023 35
Forum Discussion
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#DACHNUG50 2023, 15.06.2023 36
Forum Discussion
Petra
David
Linda
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#DACHNUG50 2023, 15.06.2023 37
Forum Discussion
Petra.UniConnect.PSC-CW.MessageBoard01.BoardPost0101.Comment010101.Like01010101.create
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#DACHNUG50 2023, 15.06.2023 38
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Forum Discussion: Overview

#DACHNUG50 2023, 15.06.2023 39
IRECS Use Cases
Project Team
Organisation
(Projekt(team)-
organisation)
1
Note: All Use Cases can include external parties
Organisational Group
Organisation
(Organisationsgruppen-
organisation)
2
Internal Corporate
Communication
(Interne Unternehmens-
kommunikation)
3
Knowledge
Management
(Wissensmanagement)
4
Networking
(Networking)
5
Meeting
Organisation
(Sitzungsorganisation)
6
Asynchronous
Discussion
(Asynchrone Diskussion)
7
Synchronous
Discussion
(Synchrone Diskussion)
8
Ad hoc
Teamwork
(Synchrone ad hoc
Gruppenarbeit)
9
Idea and Innovation
Management
(Ideen- und Innovations-
management)
10
Information
Storage
(Informationsablage)
11
Document
Creation
(Dokumentenerstellung)
12
Task
Management
(Aufgabenverwaltung)
13
v
Composite Use Case:
= +
Asynchronous
Discussion
(Asynchrone Diskussion)
7
Synchronous
Discussion
(Synchrone Diskussion)
8
Internal Employee
Communication
(Interne Mitarbeiter-
kommunikation )
Basic Use Cases:

#DACHNUG50 2023, 15.06.2023 40
IRECS Collaboration Scenarios
Administering
documents
(Dokumente verwalten)
1
Alerting to news
(Auf Neuigkeiten
hinweisen)
2
Assigning tasks
(Aufgaben zuweisen)
3
Conducting a meeting
(Sitzung durchführen)
4
Conducting a survey
(Umfrage durchführen)
6
Creating meeting
minutes
(Sitzungsprotokoll
schreiben)
7
Discussing a topic
(Thema diskutieren)
8
Documenting
(Dokumentieren)
9
Joint authoring
(Gemeinsam Inhalte
erstellen)
12
Posting a short message
(Kurznachricht posten)
13
Preparing a meeting
(Sitzung vorbereiten)
14
Rating information
(Information bewerten)
15
Conducting a poll/vote
(Abstimmung
durchführen)
5
Enriching information
(Informationen
anreichern)
10
Retrieving information
(Informationen abrufen)
16
Search
(Suchen)
17
Sharing files
(Dateien teilen)
18
Sharing information
(Informationen teilen)
19
Finding an expert
(Experten finden)
11
Following people
and content
(Leuten und
Content folgen)
20

#DACHNUG50 2023, 15.06.2023 41
Use Case: Project Team Organisation
Project Team
Organisation
(Projekt(team)-
organisation)
1
4
Administering
documents
(Dokumente verwalten)
1
Alerting to news
(Auf Neuigkeiten
hinweisen)
2
Assigning tasks
(Aufgaben zuweisen)
3
Conducting a meeting
(Sitzung durchführen)
4
Conducting a survey
(Umfrage durchführen)
6
Creating meeting
minutes
(Sitzungsprotokoll
schreiben)
7
Discussing a topic
(Thema diskutieren)
8
Documenting
(Dokumentieren)
9
Joint authoring
(Gemeinsam Inhalte
erstellen)
12
Posting a short message
(Kurznachricht posten)
13
Preparing a meeting
(Sitzung vorbereiten)
14
Rating information
(Information bewerten)
15
Conducting a poll/vote
(Abstimmung
durchführen)
5
Enriching information
(Informationen
anreichern)
10
Retrieving information
(Informationen abrufen)
16
Search
(Suchen)
17
Sharing files
(Dateien teilen)
18
Sharing information
(Informationen teilen)
19
Finding an expert
(Experten finden)
11

#DACHNUG50 2023, 15.06.2023 43
Benefits SCoPE Framework

No. Category Characteristics of contained questions…
No. of
Questions
Example BRM question
(1)
Benefits
incl. sub- categories
1.01-1.12
Relate to an improvement based on the adoption of ECS, perceived as positive by at least one
stakeholder and contributing towards at least one organizational objective. 226 See questions of sub-categories 1.01-1.12 below
(1.01) Transfer of knowledge Relate to improvements in knowledge transfer between individuals or between groups. 70 [F0066] What is the proportion of social documents on which at least
two users from different departments have worked jointly?
(1.02) Communication Relate to improvements in the relationship and the direction of communication as well as the
successful replacement of undesired tools (especially email). 43 [F0100] How often does communication skip one or more hierarchical
levels?
(1.03) Onboarding of new
employees
Relate to improvements in processes that help newly hired employees to familiarize themselves
with the job and to become effective at it. 18 [F0225] What is the proportion of network contacts that newly hired
employees are already actively exchanging information with?
(1.04) Networking Relate to links between user profiles in the ECS which are expected to have a positive effect on
cooperation and information exchange. 15 [F0273] What is the level of connectivity of users on the platform?
(1.05)
Personal
Information
Management
Relate to improvements based on virtual personal workspaces which are used by individuals in
order to support their personal information management. 13 [F0205] What is the proportion of users who assign tasks to themselves?
(1.06) Search for
people
Relate to improvements in the search as well as finding of already hired experts and talents
within the company. 13 [F0181] How many users from a particular department would like to
provide information based on their expertise more frequently?
(1.07) Innovation Relate to improvements in converting ideas into new or modified products, services or processes
for developing, maintaining or differentiating the company on the market. 13 [F0198] To what extent does the platform support employees to develop
and post ideas for new products?
(1.08) Attractiveness as an
employer
Relate to improvements in developing a positive company reputation so that it is perceived as an
attractive employer by potential job candidates. 9 [F0216] To what extent does the functional scope of the ECS meet the
expectations of potential job candidates?
(1.09) Employee
satisfaction Relate to improvements in employee satisfaction resulting from platform usage. 9 [F0265] How much does the mutual response to questions add to
employee satisfaction?
(1.10) Monetary
aspects
Relate to improvements that are linked to direct monetary benefits (e.g. profit, sales, time to
market) 9 [F0307] What is the turnover that can be directly attributed to the use of
the platform?
(1.11) Information
availability
Relate to improvements in granting access rights so that employees can access the relevant
information. 8 [F0158] What is the proportion of social documents that is accessible to
all users?
(1.12) Agility Relate to improvements in the ability to respond to market changes. 6 [F0305] How much does platform usage reduce the response time to
market changes?
(2) Usage Relate to the intensity of use of the platform (usage, number of “clicks”). 51 [F0047] How many user actions take place on average per user per
session within the observation period?
(3) Socio-technical change Relate to a change in social and organizational structures induced by the ECS. 17 [F0015] How many employees perceive changes and link them to ECS
usage?
(4) User Experience &
Usability
Relate to the objective and subjective fulfilment of the users' requirements on how the ECS
should behave in order to meet their needs and expectations. 10 [F0020] How positively or negatively is the user interface of the platform
rated?
(5) Dis-benefit Relate to an outcome of ECS adoption perceived as unfavorable by at least one stakeholder and
which is preventing the achievement of one or more organizational objectives. 9 [F0308] How much do users perceive stress from the number of available
social documents?

#DACHNUG50 2023, 15.06.2023 45
Benefits SCoPE Framework

Parameter Short description
Question The overarching question that should be answered by applying a key figure in order to get a better understanding of the benefits realization
Question category Describe the stakeholders' shared understanding of which benefits (such as improvements in knowledge transfer or communication) and how these benefits
can be realized using ECS in the respective company
Data collection method The techniques, instructions and rules (e.g. observation or interview) used to extract data from a data source for being able to answer the overarching question
Data collection instrument To be used for recording and collecting information about the observed phenomenon according to the regulations of the selected data collection method
Data source A specific data or metadata set, a database or repository from where the needed data can be extracted
Reactivity of data Occurs when research activities (e.g. conducting an interview) changes the behavior of participants, who are aware of being study participants
Data type A set of values that have the same properties
Measured variable A quantitative and qualitative property (such as time or users) or a characteristic attribute (such as level of agreement of participants in a survey) that can be
expressed in a numerical value
Algorithm The calculation scheme that is used for quantitatively answering a question
Measurement unit An analytical, scalar quantity (such as hours) for comparing measured variables (such as time) of the same type
Measurement results Outcome of the measurement process in the form of a quantity value that can be used in combination with any other available relevant information for
answering the overarching question and evaluating whether the benefit is achieved or not
Visualization Different display formats (such as pie charts, line charts, tables or single numbers) are used that contribute to the understanding of the results
Interpretation Applying extensive contextual knowledge about the ECS for a meaningful and ethically compatible explanation of how the result can be understood and what
limitations must be considered in the evaluation, including the factors for achieving or not achieving the expected value/benefit
Target value The expected quantity of the measured variable is defined jointly by all stakeholders, considering known influencing factors and seasonal fluctuations of the
monitored benefit
Actions derived Encouraged decision on which actions will be derived from the measured results in order to improve or maintain the expected benefit in the future

#DACHNUG50 2023, 15.06.2023 47

Dashboard examples
General Platform Activity
50

Source: BI WS2021/22 Group 03a
| Prediction |-->

Dashboard examples
Workspace Activity and Workspace Types
53

#DACHNUG50 2023, 15.06.2023 55
Workspace types (classification)
Learning
Community
Community of
Practice
Community of
Interest
Information
Sharing
Platform News Project Team
Organizational
Unit
Recreation

#DACHNUG50 2023, 15.06.2023 57
Analysis of workspace types

Dashboard examples
Social Network Analysis (SNA)
60

#DACHNUG50 2023, 15.06.2023 61
Social Network Analysis (SNA)
Tool: Gephi

Dashboard examples
Impact of the COVID Pandemic
65

#DACHNUG50 2023, 15.06.2023 66
A
B
C
D
Source: Scharf et. al. 2023

Dashboard examples
Social Documents
69

#DACHNUG50 2023, 15.06.2023 70

#DACHNUG50 2023, 15.06.2023 71

Vielen Dank für die Aufmerksamkeit!
Weit über einfache Nutzungsstatistiken hinaus –
Analytics in HCL Connections
(Universität Koblenz)
sbahles@uni-koblenz.de
https://www.hcltechsw.com/connections
1. Understanding Collaborative Work
2. Designing the Technical Solution

#DACHNUG50 2023, 15.06.2023 74
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Telefax: +49 30 20898805 1
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