We have some great real life examples of some customers and non-customers using these tools today in very visible and relevant forms, proving just how important the speed of information is the
…. Aand our final solutions in the web 2.0 space
This is a different approach to the same aim that is core to ECM and Information Management for the past few decades: innovation. Now, with a social spin powered by the web. It is a user-centric approach towards leveraging content. The user is now the central object in the repository, decorated with documents, web content and other tools. No longer just content-centric.
Just had a good chat with a livelink customer from ESRI australia, GIS mapping, helping the victorian bush fires cause. How can they use tools like twitter, etc. to help the cuase and manage a crisis? Besides real fires, what about using these tools for putting out the proverbial IT fire?Now, could they wait? Could the fire department hold back this valuable and life saving information for a draconian IT workflow, or be at the mercy of an unusable system or medium that can’t be shared?How can web solutions customers like Australian Red Cross use these tools to draw support? Send message?
Summary: Everyone has a voice. I recall when the first tagline in 2003 RedDot was “everyone can change the web” the concept of empowering a non-technical user to easily and without 0% IT support create a new web page or site was practically unthinkable. Now, the “web content revolution” has been further democritized down to the masses, the end-user level. #1 Blogs are great for search engine marketingBlogs are search traffic magnets. Seeing from the wholly technical perspective, blogs are actually just content management systems, and just by writing an article a day, a business can very quickly build up a massive blog archive packed with keyword rich articles! Content is food for the search engine spiders. The blog archives are a feast for the spiders. Since you have fed them well, they are sure to return the favour and feed you with traffic!#2 Blogs build and brands your company to be a thought leader in your industry –as well as individual employeesPeople think a lot everyday, but not a lot take time to pen down these thoughts. Penning your business thoughts on your corporate blog forces you to think even harder about your industry. If you think hard enough and keep working on the ideas you thought about yesterday, you can be sure you will hit gold.#3 Blogs are great crisis handlersBlogs give you the power to publish at an instant. With a blog, companies do not need to write a full article and then send them through the traditional media to be published 24 hours later. Everything is instant. This makes the blog a very powerful update tool - great for crisis handling. Its like buying insurance - you’d never know when you’d need your blog to be the company’s voice to the media and the world.#4 Blogs help to engage customers in conversation, and help in building relationshipsRelationship marketing is nothing new. The more trust and familiarity between two entities, the higher the possibility of a transaction. Blogs are emails done with “pull” technology. Emails are effective but spam is destroying it (if not now, soon).#5 Blogs help to put a human voice to a companyBecause of the conversational nature of blogs (as opposed to journalistic writing), blogs put a human voice to the company. I don’t know about you, but I prefer talking to humans than automated telephone answering machines, or contact forms linked to automated support ticket systems. #6 Blogs help you show the world that you have nothing to hideNobody likes dealing with people who keep dark secrets and refuse to reveal anything. I’m not saying that business should not have secrets. Business secrets are necessary, and can still be well kept with proper education of staff and a proper blogging policy. A blog helps your stake holders see that you have nothing to hide against them, that you are not cheating them of their money or stuff like that. This builds trust.#7 Customer service and feedbackAs a direct communications channel, blogs provide an avenue for your to solicit feedback from your customers, and understand their needs. With a global reach, it also give you more time with your customers, so you can give them the service they love - so they can spread the word for you.#8 Blogs are a differentiatorWell, this may change, but judging from the corporate websites I see today, I would say at least 80% are “there because they need website”. A blog pulls you over your competitors and makes you different. At least, your website presence is different.#9 Blogging encourages you to find out what others are talking about youPERCEIVED BUSINESS RISKS1. Negative Comments. Companies are often very sensitive to criticism, especially if it appears in a format that is sanctioned by them. Negative comments can be offset somewhat with a consistent and clear comment and moderation policy. Also, most readers tend to trust a site more that includes both positive and negative information. If comments are overwhelmingly negative, the company might want to use the blog to address the complaints. LIKELY (90%)2. Loss of Control Over the Message. In most companies, the process for vetting public statements and marketing or public relations messages is controlled. A blog is a bit of a maverick, and managers see this as a risk. Of course, people may already be talking out there in the either and some companies would benefit from having an opportunity to get out their side of the story. LIKELY (75%)3. Neglect. Starting a blog and letting it languish is a risk of blogging. The time needed to maintain a blog isn’t insignificant. LIKELY (75%)4. Misunderstanding the Culture of the Blogosphere. Bloggers have created a culture of sorts, which if violated can lead to a backlash. This can be avoided by understanding the culture, and engaging with it before a corporate blog is launched. LIKELY (30%)5. Unprepared or Loose-Cannon Employees. Employees that are set free to represent the company without intimate knowledge and training in the corporate culture and requirements can be a downside risk. Extensive training and guidelines for corporate bloggers is essential. Also, care needs to be taken if such an employee must be terminated, as a wrongful termination claim is also a possibility. POSSIBLE (5%)6. Fueling a Firememe of Criticism. One of the worst nightmares of a corporate executive would be to start a blog and then have it become the genesis for a bigger reaction in the blogosphere. The Dell blog, Direct2Dell, initially weathered this kind of widespread criticism but lived on to become an influential voice for the company. POSSIBLE (10%)7. Legal Liabilities. Aside from lawsuits, there is the law itself. Corporations must make sure a blog complies with all applicable local, national and foreign requirements for doing business. Its author must also consider things like consumer protection laws, truth in advertising provisions, and intellectual property laws (such as plagiarism). UNLIKELY (0.05%)8. Losing the Farm. Many managers fear that the blog might be a window by which corporate privacy and trade secrets are violated, jeopardizing the protected status of such information. Hand-in-hand with this are requirements by the Securities Exchange Commission about "forward-looking statements. UNLIKELY (0.05%)9. Negative Impact on Stock Price. What if the content or reaction to a blog posting causes an impact in stock prices? This is also a concern as it applies to securities law for publicly traded companies. UNLIKELY (0.05%)10. Tort Lawsuits. Claims of defamation, making statements your competitors might consider trade libel and other liabilities that might arise from the content of a blog are also concerns. The fear is that the corporation might be an easy target since it has deep pockets. Also, the blog must follow all company document retention policies in case it is named in the discovery phase of a lawsuit. UNLIKELY (0.05%)
Think of a wiki as a easy to edit whiteboard. Anyone can walk by, pick up the pen or eraser and make a change. Oh, and the whiteboard can reset itself to any point in time, and link to other whiteboards.0. also emerge thought leaders1. Reduced time spent on e-mail, as the wiki allowed group editing and saved employees from sending hundreds of back-and-forth e-mails.2. Better and faster real-time collaboration among employees.3. A new knowledge base for market intelligence data.And hey, if the CIA uses it to share timely information – your business cause may alse benefit from it!
What could go wrong? What if someone got access to the CIA’s wiki? Or if there was an old CIA agent who leaked his credentials?Have an employee as a moderator: Wikis at Sun need to be moderated by a Sun employee who responds to ongoing decisions and questions that impact the wiki. The moderator must remember that the wiki is owned by the community and must resist controlling it. A moderator should try to guide and nurture instead of command and control.• Use caution in the content you post: Sun policy reminds employees that content posted to a wiki is public and is not secure. Therefore, if the content requires a nondisclosure agreement or is considered private, it should not be published on a wiki.• Avoid posting financials: Sun employees are cautioned not to publish data about revenues, product road maps, product shop dates or share price. These might seem simple enough, but employees need clear reminders and policy guidelines.•Do not share secrets about your job: While it is fine to share topics of interest at work, publishing secrets about Sun products is not allowed.• Think about the consequences of your actions: Sun employees need to use good judgment and avoid emotionally laden descriptions that embarrass the company, its customers or any co-worker.
DELL has outsourced, or we should say CROWD SOURCED their innovation. 1M minds are better, thanks to open market forces and Keynsian economics, than 100 PHDs.Content RATINGS place best ideas to the top, more people see them and thus the best ideas gain momentum and clout.Of course, some feedback may be negative and not constructive so its important to moderate these ideas.
Breaking down silos - In any company, no matter how large or small, there are inherent silos of information. The “Sales” folks talk to each other… the “Engineering” folks talk to each other… the “Operations” folks talk to each other. It’s not necessarily intentional, but more just an outgrowth of the fact that you interact with the people with whom you directly work. They know about what you are doing, and you know what they are doing… but you don’t necessarily know what the people in other teams are doing - especially as a company becomes larger. With the posting of microblogging updates, you are able to passively observe what people are doing… either for the entire company or for a subset of employees you choose to follow. It allows you to get a better understanding of what is happening across the company. Connecting a distributed work force - I work in a home office about 1,300 miles away from our central office in Orlando, FL. My peers in the Office of the CTO work in Orlando, Atlanta and San Jose and our CTO, RJ, nominally has a desk in Orlando but seems to spend more of his time on planes. We have other employees who work in home offices or branch offices scattered around the globe. For the remote employees, there is a sense of being connected into what is happening in the main office. Main office employees also get a sense of what these people are doing out in the distributed offices. Presence - Related to that, the corporate microblog can help fill in presence information not necessarily found in a group calendaring system (which we also use). I can know when someone is out at lunch, for instance, or away from the office - assuming they’ve updated the microblog with that info. Understanding progress - If people update their microblog, you can understand if they are working on a project with which you are involved. If you’ve asked them to do something - and they indicate later that they are working on it, you can know what progress is being made without having to ask or bother them. Understanding impending sales - For some folks who are involved in delivering services to customers, it has been useful for them to be aware of impending sales (when microblogged by a sales rep) so that they know it will be coming their way soon. Connecting on related activities - One of the benefits of sharing across silos is that sometimes people can learn of real-time activities that are connected to something else going on. For instance, at least once I know of a case where someone learned via the microblog of a conference call going on that could help on a project they were starting - and joined the conference call. Status reports - Many of us prepare weekly status reports and a benefit of regularly updating a microblog is that creating a status report becomes easy in that you can scan back through your updates for the week and easily know what you did. Inspiration - This one was a bit of a surprise to me and I almost hesitate to include it, but I will admit that I personally found some inspiration in a co-worker’s updates about the nightly biking he was doing for exercise. I do admit that this partly has motivated me to actually start doing some daily walking I kept finding reasons not to do. Perhaps “inspiration” is not the right word for the general category, but it’s the sharing of little things we didn’t know about each other that can help build the community to which we belong.
We talked about brand reputation – what are peopple saying about your corporation today? Better yet, what are YOU SAYING about your corporation today on this media? In an internal / collabortion sense, I can use it to…What if you could peer into the thoughts of millions of people as they were thinking those thoughts or shortly thereafter? And what if all of these thoughts were immediately available in a database that could be mined easily to tell you what people both individually and in aggregate are thinking right now about any imaginable subject or event? Well, then you’d have a different kind of search engine altogether. A real-time search engine. A what’s-happening-right-now search engine.http://www.techcrunch.com/2009/02/15/mining-the-thought-stream/Can you really succeed with this? Beyond fire example, real ROI is a case study forrester did with Dell server products. $1M in server sales DIRECTLY lead from twitter.
The ability for a user to pers and mashup their own dashboard… portal esque
And where does all this aggregated content come from? Think of it as a magazine or newspaper that’s automatically delivered to your desktop, instead of your dooorstep. Sign up once, and your set for fresh content updates.The business benefits are paramount – almost every web 2.0 tool will accept RSS as the information exchnage standard
The biggest Web 2.0 success story of our era. Great article in technology review, MITs rag. So, if web 2.0 can change thamerican political system, it sure as heck can change your coirporate culture. The vast majority of his donation base was under $50 submissions… not the $10k checks from oil barrons.
So we’ve shown you the nirvana state of enterprise 2.0 with Obamas campaign, so where do you begin? You could go to the web 2.0 directoty, and pour through the 4,000 different web 2.0 tools and platofrms and try to make an educated guess.
But I can tell you right now they don’t have the enterprise in mind. These consumer focused tools are not appropriate for the enterprise as they don’t take into consideration the legacy of concerns and expectations. So we need to find a balance. Especially in these troubling times.
This is not just a risk in features either. As cheryl will talk more about future vision of the opentext portfolio, we recognise that the cultural shift of the new workforce is inevitable and that we must accommodate the new working paradigm of the millenials, the new workflorce.
We didn’t take an open source solutoin and cram it into our stack .we 100% developed these solutoins to be secure, robust and plug-playin to the alaready robust WCM and ECM environment in OpenTExt. These tools are 100% compatible with our solutoins for MSFT, SAP and Livelink,
Legal guidelines in the USA, Noting that any electronic message is a RECORD, so this will include blog posts, forums, wikis, twitter posts, status updates.
One of the most roboust enterprise 2.0 stories out there from a digital markeingperspecitve. Craig hepburn now is leading opentexts digital strategy so we have the indsutyr thought leadership. This is not a “me too” play that so many other vendors state. For example. Interwoven’s blogging strategy is to “integrate with Wordpress” they don’t even have their own solution.
Web Solutions: An Information Driven Economy<br />Information access determines business success or failure<br />Employee productivity<br />Partner and customer relations and retention<br />Site usage and brand awareness<br />Revenue generation<br />ROI on content creation<br /><ul><li>Web solutions must move beyond basic content management
84%</li></ul>53%of Organizations plan to purchase WCM to improve online experience and employee communications<br />68%of executives expect latest web technologies to be the biggest factor influencing company interaction with customers<br /><ul><li>84%of Information and Knowledge Management pros plan to increase WCM investments and usage</li></ul>Sources: McKinsey Survey October 2007; Techworld, 5/2007<br /><ul><li>Slide 6
Web Solutions Suite: Enterprise 2.0 Features<br /><ul><li>Personalize content to any target, channel or audience
Enhance the end user experience with voting, tagging and sharing
Deliver content to any device, Web site or leading portal (e.g. SAP)</li></ul>Experience<br />Services<br /><ul><li>Create, manage, localize and design Web experience with legendary ease of use
Make Web 2.0 safe for social interaction with compliance and moderation tools</li></ul>Interactive<br />Services<br /><ul><li>Gain insight from analytics dashboards to Search Engine Optimization
Streamline the process to publish content from anywhere to anywhere
Enhance your site with an ecosystem of best practices and plug-ins</li></ul>Optimization<br />Services<br /><ul><li>Basic content services for document collaboration (powered by Livelink)
Leverage your existing libraries and repositories, incl. SharePoint, eDocs, Livelink, Artesia, SAP KM/DVS</li></ul>Library<br />Services<br />
Integration to Anywhere From Anywhere<br />LibraryServices<br />Integrate with existing infrastructure<br />Maximize ROI of current technology platforms<br />Deliver applications from any environment<br />Leverage .NET within the Content Management Solution environment<br />Experience anytime, anywhere<br />Extend Portal opportunities – Sharepoint, SAP Netweaver and WebSphere<br />
Set for New Markets<br />OptimizationServices<br />Reach New Markets<br />Manages content in ANY language<br />Target Experience in Local Language and Culture<br />Add new languages on the fly<br />Integrate into Globalization strategy<br />Complete multilingual workflow support<br />Split-screen translation interface<br />Native integration with Translation Memory tools<br />
Optimized for Any User<br />InteractiveServices<br />Right content, <br />Create content from different authors, using various applications and input methods <br />Right person, right time, <br />Orchestrate content from many different sources and deliver in a personal way<br />On the right device<br />Display content in all web environments for both public facing and secure<br />
Web 2.0 Ready for the Enterprise<br />ExperienceServices<br />Engaging Web 2.0 Experience<br />Enriched experience without loosing control, process & structure<br />Powerful User Generated Content<br />Hi John, Can you tell me more about the<br />features at Sunny Village?<br />Expand user generated content through search and repurpose<br />Safe Environment for the Enterprise<br />Secure environment for social computing<br />Enterprises own content while visitors control experience<br />
Web Solutions for your Eco-System<br />NetWeaver Certified<br />SAP TREX Integration<br />SAP KM Integration<br />SAP iView Integration<br />Personalized Web experience <br />Legendary ease of use<br />Fully 2.0 enabled<br /><ul><li>Leveraging Microsoft technology foundation
Web Solutions for your Business Initiatives<br />Leveraging existing web infrastructure<br />Personalized experience<br />Secure<br />Mobile workforce<br />Legendary ease of use<br />Fully 2.0 enabled<br /><ul><li>Leveraging existing infrastructure
Location based Content</li></li></ul><li>Government 2.0<br />The campaign website MyBarackObama.com has more than 1.5 million accounts and was used to promote over 150,000 events. It acted as a focal point for 3 million private donations that helped Obama raise $650M – more than twice what Bush and Gore raised combined in 2000. <br />
Finding the Right Balance – AGAIN!<br />Balance Opportunity<br />and <br />Risk<br />
The Rise of Millenials<br />“The findings point to a disconnect between the technology that organisations provide for their workers and the ways in which young employees collaborate in private life and want to collaborate in the workplace.”<br />- Millenials Rising, Gary A. Curtis, November 2008<br />"For today's teenagers, e-mail is the equivalent of a written letter - they use it only for formal communication," says Jerrold Grochow, vice-president of information services and technology at the Massachusetts Institute of Technology. "To them, e-mail is for old people."<br />
Steps to take home<br /> Try the following…<br />Join our Facebook Group<br />Follow us on Twitter for the latest news and events in real time<br /> (http://twitter.com/OpenTextWCM)<br />Subscribe to Daniel Kraft’s Blog for his thoughts and views on the ECM/WCM market<br />Download the new Content Widget and realise the power of syndicated content management<br />Bonus – visit YouTube and watch “Web 2.0 In Plain English”<br />