Housekeeping
InformaFon
–
Session
Starts
at
11:00
AM
CST

Audio
Dial‐in:

  •  Call‐in
toll‐free
number
(US/Canada):
1‐866...
How
Governments
are
Harnessing
the

Value
of
Community
and
CollaboraFve

Technologies:
A
HaiF
Case
Study


Rob
Howard

CTO...
Lessons
from
Hurricane
Katrina

Unclear
Responsibility

 •  Inter‐governmental
(federal,
state,
and
local)


 •  Cross‐sec...
Applied
to
the
HaiF
Earthquake

                                  Clear
Responsibility

                                  ...
USSOUTHCOM
CoordinaFng
Efforts
within
the
Network


Who
is
All
Partners
Access
Network
(APAN)

 •  Unclassified
web
portals
...
Lots
of
Disconnected
Support
Needed
in
a
Disaster




                            Water &             Power &
     Communi...
Complex
CoordinaFon
and
CollaboraFon
Required





                  ** Hundreds of organizations across the world respond...
Power
&
              SituaFon

         Fuel
              Assessment


                                            Medic...
Integrated
Community
for
all
AcFviFes

                                        CoordinaFon
of:

                          ...
“Social
Technologies”
were
criFcal


                                      Wiki’s used to
                                ...
Over
3,500
Pictures
Were
Shared





   The Market Places                  The Highways




                        Crime ...
Community
Lifecycle




 On‐board
                     Established
                  Mature
                      Mitosis
...
Community
Lifecycle
Analysis


Analysis
depends
on
the
lifecycle
of
the
community

 •     Only
user
engagement
is
consiste...
Measurement
Framework

 1. Objectives                   2. Technology                            3. Analysis

            ...
Analyzing
the
Data
Drives
Real
Power
…
and
value



                       Engagement

                        AnalyFcs


...
Engagement
Analysis


ObjecFve:

 •    IdenYfy
expectaYons
and
usage
paDerns.

RecommendaFons:

 1.  Start
small
and
enabl...
Engagement
Analysis
Applied
to
HaiF


       Findings
                PotenFal
AcFons

  PosiFve
growth
in
user

  adopFon...
Visitor
Analysis
Applied
to
HaiF


       Findings
                    PotenFal
AcFons

  The

community
is
very

  acFve
...
Content
Analysis
Applied
to
HaiF


       Findings
                    PotenFal
AcFons

  A
high
amount
of

  informaFon
r...
Why
Telligent
Worked
for
APAN


•  Google

•  In
Relief
Mapping
                                      •  Support
and
adapt...
What does disaster relief in
Haiti have in common with
selling computer hardware?


               Both use Telligent’s
  ...
Support
Community

                              Pla$orm
not
Applica/ons


Listen

Monitor
conversaFons,

provide
a
listen...
…and
More
Data
is
Created
Daily


“We
clock
up
more
new
data
every
couple
of
weeks
than

humanity
made
from
its
start
unFl...
The
Economic
Value
of
Knowledge


The
relaFonal
networks
we
create
and
the
analysis
of
the
data

within
those
networks
is
...
Web
AnalyFcs


                                     Web
AnalyFcs
Dashboards

                                     What
peo...
Engagement
AnalyFcs
–
The
New
ROI


                                Drill
Down
into
the
Data

                            ...
Summary

1.
Technology’s
role
is
to
support
the
process
(not
the
other
way
around)

   •  Coordinated
efforts
of
300+
group...
QuesFons
and
Follow‐up
InformaFon

Download
this
PresentaFon

  •  Download
an
archived
version
of
this
presentaYon
tomorr...
©2010
Telligent
Systems,
Inc.
All
rights
reserved.
Telligent
and
its

symbol
are
registered
trademarks
or
trademarks
of
Te...
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Telligent - APAN - How Governments are Harnessing the Value of Community and Collaborative Technologies: A Haiti Case Study

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Following the January 12 earthquake in Haiti, US Southern Command was charged with coordinating the Department of Defense response in support of the US Agency for International Development, involving the relief efforts of military, government, and non-government organizations. A swift decision was made that the All Partners Access Network (APAN) would be the central communication hub throughout the response. Built on Telligent Community, APAN was launched the next day - a full 10 months ahead of schedule. This use of community technology in Haiti saved lives and transformed disaster relief forever.

Join Telligent founder and CTO Rob Howard for a 60-minute webinar to learn how community and collaboration technologies were leveraged to coordinate the relief efforts of more than 300 different organizations. Howard will also show you how you can harness community technologies to collaborate across business units, autonomous organizations, global locations and time zones, and facilitate efficient exchange of critical information.

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Telligent - APAN - How Governments are Harnessing the Value of Community and Collaborative Technologies: A Haiti Case Study

  1. 1. Housekeeping
InformaFon
–
Session
Starts
at
11:00
AM
CST
 Audio
Dial‐in:
 •  Call‐in
toll‐free
number
(US/Canada):
1‐866‐469‐3239
 •  Call‐in
toll
number
(US/Canada):
1‐650‐429‐3300
 •  Global
call‐in
numbers:
hDp://bit.ly/bi1muF

 •  Access
code:
806
156
855 
 Download
the
Customer
Success
Story
 •  Department
of
Defense’s
APAN
Leverages
Community
Technology
to
Aid
in
 Disaster
Relief:
hDp://bit.ly/ajDLRn
 
 Watch
the
Video
Overview
 •  Brief
3
minute
overview
of
APAN’s
use
of
Community
Technology:
 hDp://bit.ly/9uXUHC
 
 Learn
More
About
Telligent
 •  Enterprise
collaboraYon
and
community
soZware
company
 •  www.telligent.com
|
sales@telligent.com
|
#telligent

  2. 2. How
Governments
are
Harnessing
the
 Value
of
Community
and
CollaboraFve
 Technologies:
A
HaiF
Case
Study
 Rob
Howard
 CTO
and
Founder
of
Telligent
 rhoward@telligent.com

  3. 3. Lessons
from
Hurricane
Katrina
 Unclear
Responsibility
 •  Inter‐governmental
(federal,
state,
and
local)

 •  Cross‐sectoral
(public,
private
and
non‐profit)
 Which
Agency
is/was
responsible?
 •  Response
network
of
such
size
and
diversity
 that
it
was
inherently
difficult
to
coordinate.
 •  More
emergent
actors,
typically
voluntary
 actors
from
the
private
or
non‐profit
sectors,
 are
largely
disconnected
from
network
hubs,
 and
therefore
struggle
to
coordinate
with
 other
responders.

 “Crisis managers need to do more to incorporate these actors into the network before the disaster occurs.” - Donald P. Moynihan
  4. 4. Applied
to
the
HaiF
Earthquake
 Clear
Responsibility
 •  The
Obama
administraYon
 designated
United
States
 Southern
Command
 (USSOUTHCOM)
the
de
facto
 "lead
agency"
in
the
US
HaiYan
 relief
program.
 Clear
Mission
 •  Provide
relief
and
care
to
more
 than
three
million
HaiYans
 who
were
affected
by
the
Jan.
 12
earthquake.


 •  At
the
height
of
the
mission's
 iniYal
response,
more
than
 20,000
U.S.
troops,
20
ships
 and
130
aircraZ
were
in
HaiY
 to
help.

  5. 5. USSOUTHCOM
CoordinaFng
Efforts
within
the
Network
 Who
is
All
Partners
Access
Network
(APAN)
 •  Unclassified
web
portals
offering
informaYon
 exchange
in
a
collaboraYve
planning
environment
to
 enhance
partnership
building,
security
cooperaYon
 Facilitate information- sharing and collaboration iniYaYves,
humanitarian
assistance,
disaster
relief,
 between DoD, non-DoD, and
event
planning.

 U.S. Government, Non- Governmental Organizations and International groups. •  APAN
is
hosted
by
Commander,
US
Pacific
Command
 (USPACOM)
and
was
first
developed
in
1999.
 Telligent’s
Enterprise
CollaboraFon
and
Community
So[ware
 •  Telligent
began
work
with
USPACOM
in
2008
to
facilitate
knowledge
 management
created
in
disaster
relief
efforts

  6. 6. Lots
of
Disconnected
Support
Needed
in
a
Disaster
 Water & Power & CommunicaFon
 Food Fuel Medical Search & Shelter Coordination Rescue Situation Security Logistics Assessment
  7. 7. Complex
CoordinaFon
and
CollaboraFon
Required
 ** Hundreds of organizations across the world responded
  8. 8. Power
&
 SituaFon
 Fuel
 Assessment
 Medical
 CoordinaFon
 Water
&
 Food
 Search
&
 Rescue
 Shelter
 LogisFcs
 Communication Security
  9. 9. Integrated
Community
for
all
AcFviFes
 CoordinaFon
of:
 • 
SituaYonal
Awareness

 • 
Search
&
Rescue

 • 
LogisYcs
 • 
Medical
CoordinaYon
 • 
Security
 • 
Power&
Fuel
 • 
CommunicaYons
 • 
Shelters
 • 
Food
&
Water
 Used
by
USSOUTHCOM
operaYons
center
as
their
primary
non‐ classified,
non‐dot‐mil
informaYon
sharing
and
collaboraYon
 planorm
in
support
of
OperaYon
Unified
Response.

  10. 10. “Social
Technologies”
were
criFcal
 Wiki’s used to dissemination information and identify list of POC’s in support of the responder community Forums were the PRIMARY method for collaboration & coordination (RFIs & RFA’s)
  11. 11. Over
3,500
Pictures
Were
Shared
 The Market Places The Highways Crime Spots
  12. 12. Community
Lifecycle
 On‐board
 Established
 Mature
 Mitosis
 • Community
is
 • RelaYonships
 • Community
is
 • Larger
sets
of
 highly
 within
the
 self
 users
tend
to
 dependent
on
 membership
 supporYng
 seek
smaller
 founder
 base
have
 • Member‐to‐ networks
 parYcipaYon
 been
 members
 • The
reverse
 • Community
 established.
 interacYons
 effect
of
 members
do
 • Less
reliance
 developer
 Metcalfe’s
law
 not
know
how
 upon
the
early
 depth
in
their
 to
parYcipate
 experts
 relaYonships
 Early
in
the
community
 Established
 Clearly
established
ROI
 OZen
the
most
 lifecycle
it
is
very
 communiYes
are
much
 metrics
–
oZen
 unexpected
behavior
 difficult
to
measure
or
 easier
to
measure
and
 different
than
what
was
 within
a
successful
 determine
ROI.
 ROI
analysis
is
possible.
 originally
anYcipated.
 community.
 It
is
difficult
to
predict
when
a
community
will
transiFon
from
one
phase
to
the
next.

  13. 13. Community
Lifecycle
Analysis
 Analysis
depends
on
the
lifecycle
of
the
community
 •  Only
user
engagement
is
consistently
relevant
 •  CollaboraYon
measurement
is
relevant
only
aZer
on‐boarding
has
begun
 On-Board Established Mature Mitosis Listening Collaboration Support User Types Engagement
  14. 14. Measurement
Framework
 1. Objectives 2. Technology 3. Analysis Monitor
discussions
and
 •  Community Owned Where Listening senYment
in
communiYes
you
 •  Community Run manage
and
own.
 •  3rd Party •  Blogs, Wikis, etc. Understand
how
people
create,
 What Collaboration share,
and
revise
content.
 •  User Profiles •  Comments, Ratings For
support
strategies,
define
a
 •  Answer Rates How Support set
of
KPIs
for
how
support
is
 •  Popular Topics managed.
 •  Asker / Answerer IdenYfy
user
types
within
the
 •  Influential Users Who User Types community:
influencers,
 •  Social Fingerprint connectors,
originators,
etc.
 •  User ranking Apply
tradiYonal
web
analyYcs
 •  Combines Previous Why Engagement concepts
to
social
media
 •  Engagement “View” content.
 •  Plus web analytics
  15. 15. Analyzing
the
Data
Drives
Real
Power
…
and
value
 Engagement
 AnalyFcs
 Visitor
 Content
 Analysis
 Analysis

  16. 16. Engagement
Analysis
 ObjecFve:
 •  IdenYfy
expectaYons
and
usage
paDerns.
 RecommendaFons:
 1.  Start
small
and
enable
people
to
refer
other
 2.  Publish
valuable
/
relevant
content
within
the
community
 Primary
measurements:
 •  Web
AnalyFcs:
page
views,
logins,
visitor
frequency
 •  Users:
acYve
users
per‐day,
user
registraYons,
user
senYment
 Secondary
measurements:
 •  User
Surveys:
2‐3
quesYon
user
surveys
to
understand
usage
 •  CollaboraFon:
Popular
content

  17. 17. Engagement
Analysis
Applied
to
HaiF
 Findings
 PotenFal
AcFons
 PosiFve
growth
in
user
 adopFon,
use,
and
Fme
 invested
on
site
 High
percentage
of
 referring
sites
are
from
 within
the
government
 Key
search
words
show
 users
already
know
of
the
 site
prior
to
conducFng
a
 search

  18. 18. Visitor
Analysis
Applied
to
HaiF
 Findings
 PotenFal
AcFons
 The

community
is
very
 acFve
with
a
high
number
 of
repeat
users
(over
60%)
 Clear
set
of
influencers
and
 content
originators
can
be
 idenFfied

  19. 19. Content
Analysis
Applied
to
HaiF
 Findings
 PotenFal
AcFons
 A
high
amount
of
 informaFon
reuse
in
the
 HaiF
HA/DR
community.


 Each
of
the
different
 collaboraFon
tools
provide
 unique
insights
into
the
 type
of
informaFon
people
 currently
seek.

  20. 20. Why
Telligent
Worked
for
APAN
 •  Google
 •  In
Relief
Mapping
 •  Support
and
adapt
 •  Disaster
Management
 to
government’s
 System
 increased
demand
 •  Bio‐surveillance

 and
usage
 Tracking)

 IntegraFon
 Scalability
 AnalyFcs
 Reliability
 •  Understand
usage
 •  Make
appropriate
 •  Negligible
down
 changes
real
Yme
 Yme
 •  Apply
best
pracYces
for
 •  Minimal
latency
 next
disaster

  21. 21. What does disaster relief in Haiti have in common with selling computer hardware? Both use Telligent’s collaboration software to put social technologies to work to support their processes and communication needs.
  22. 22. Support
Community
 Pla$orm
not
Applica/ons
 Listen
 Monitor
conversaFons,
 provide
a
listening
post,
 and
parFcipate
in
the
 conversaFons.
 Engage
 ApplicaFons
that
enable
 Dell
customers
to
engage
 with
the
tool
that
fits
the
 job.
 Measure Use
the
data
gleaned
from
 the
community
to
improve
 the
experience
through‐ out
the
customer
 experience 

  23. 23. …and
More
Data
is
Created
Daily
 “We
clock
up
more
new
data
every
couple
of
weeks
than
 humanity
made
from
its
start
unFl
the
year
2000”
 ‐‐
“Power
in
Numbers”

by
Quen3n
Hardy,
Forbes.com,
May
24,
2010
 Data
storage,
for
once,
 is
not
keeping
up
with
 the
pace.
 IDC, Information Creation and Available Storage
  24. 24. The
Economic
Value
of
Knowledge
 The
relaFonal
networks
we
create
and
the
analysis
of
the
data
 within
those
networks
is
fundamental
to
enabling
both
finding
 the
informaFon
we
need
and
understanding
the
value
of
that
 informaFon.
 This
is
accomplished
through
 •  RelaYonship
Network
(people)
 •  Knowledge
used
to
accomplish
the
task
(data)
 •  AnalyYcs
(understanding
the
data)
 IDC, Quantifying Enterprise Search
  25. 25. Web
AnalyFcs
 Web
AnalyFcs
Dashboards
 What
people
expect
from
web
tools
 Where
is
Fme
being
spent
on
site?
 TradiFonal
Page
Views
 Where,
but
not
why.
 The
language
of
ROI
today

  26. 26. Engagement
AnalyFcs
–
The
New
ROI
 Drill
Down
into
the
Data
 Explore
and
answer
the
“why”
 Customer?
Prospect?
Expert?
 Visitor
Analysis
 Explore
and
answer
the
“why”
 Detailed
insight.
True
engagement.

  27. 27. Summary
 1.
Technology’s
role
is
to
support
the
process
(not
the
other
way
around)
 •  Coordinated
efforts
of
300+
groups
 •  Filled
a
communicaYon
gap
and
enabled
quicker
response
 2.
Execute
a
clear
strategy
 •  Capture
informaYon
and
coordinate
 •  Learn
from
previous
experiences
 3.
AnalyFcs
is
used
to
understand
the
data
 •  CollaboraYon
tools
help
capture
the
informaYon
 •  AnalyYcs
helps
you
understand
the
data

  28. 28. QuesFons
and
Follow‐up
InformaFon
 Download
this
PresentaFon
 •  Download
an
archived
version
of
this
presentaYon
tomorrow:
 hDp://bit.ly/dg44Uv
 
 Download
the
Customer
Success
Story
 •  Department
of
Defense’s
APAN
Leverages
Community
Technology
to
Aid
in
 Disaster
Relief:
hDp://bit.ly/ajDLRn
 
 Watch
the
Video
Overview
 •  Brief
3
minute
overview
of
APAN’s
use
of
Community
Technology:
 hDp://bit.ly/9uXUHC

 Learn
more
About
Telligent
 •  Enterprise
collaboraYon
and
community
soZware
company
 •  www.telligent.com
|
sales@telligent.com
|
#telligent

  29. 29. ©2010
Telligent
Systems,
Inc.
All
rights
reserved.
Telligent
and
its
 symbol
are
registered
trademarks
or
trademarks
of
Telligent
Systems,
 Inc.
Other
company
and
product
names
menYoned
herein
are
property
 of
their
respecYve
owners.
The
contents
of
this
publicaYon
are
subject
 to
change
without
noYficaYon
and
are
the
property
of
and
cannot
be
 reproduced
without
the
wriDen
permission
of
Telligent
.
The
contents
 of
this
publicaYon
are
not
a
commitment
by
Telligent
to
provide
the
 features
and
benefits
described.


×