Organizations have typically been cautious in adopting wikis and other social networking tools in their Intranets. This workshop will walk attendees through the implementation of a Wiki-style intranet followed by a social intranet. It will highlight the coordinated effort between IT and KM to find a secure, cost-effective, user-friendly application that would add value and help increase collaboration.
- Introducing individual Wikis and evolving to a social intranet
- Selecting a provider and Web tools that suit your needs
- Benefits of a social intranet
- Ensuring quality control through oversight
Improving knowledge management through a social intranet
1ImprovingKnowledge Managementthrough a Social Intranet22nd Intranets for Corporate Communicationby Jayson Peltzerhttp://www.jaysonpeltzer.com@jaysonpeltzer
2AGENDAA) Introducing individual Wikis and evolving to asocial intranetB) Selecting a provider and Web tools that suit yourneedsC) Benefits of a social intranetD) Ensuring quality control through oversight
3KNOWLEDGE MANAGEMENT...strategies and practices used in anorganization to identify, create, represent,distribute, and enable adoption ofinsights and experiences.Wikipedia.org
4INSIGHTS andEXPERIENCES... Its personal and uniqueto the situation Do not confuse it withInformation Management Knowledge happens Timely capture makesorganizations successful
5CAPTURING KNOWLEDGE Through meeting minutes :( Through lessons learned :( Through formal documents... They all work, but are far from ideal It needs to be capturedin real-time and in its raw state
6WHY DO IT? For success An organizationsucceedsthrough itspeople People succeed by working together...by collaborating
7Your Intranet web is theknowledge managementtool of thepresent and future.
8A) INTRODUCING INDIVIDUALWIKIS AND EVOLVING TO ASOCIAL INTRANET
9WEB 2.0 Allows users to interact and collaborate witheach other in a social media dialogue as creators ofuser-generated content in a virtualcommunityExamples:social networking sitesblogs, wikisvideo sharing sitesweb applicationsmashupsfolksonomies
14STEP 1: CONTENTMANAGEMENT1.1 Define information architecture1.2 Setup content accountability1.3 Foster a publishing community1.4 Leverage dynamic contentTeaser lists, tables, slide shows,taxonomies, and more!1.5 Aggregate and mash up content
151.1 INFORMATIONARCHITECTURE Set up content types:Primary Secondary User-generatedUsersGroupsProjectsServices...AdvertisementsAnnouncementsEventsPhoto AlbumsPublicationsPollsQuick ReferencesResourcesVideosWebforms...Blog PostsCommentsFAQsForum TopicsTweetsVideosVotes...
161.2 CONTENTACCOUNTABILITY Prevent anonymous content publishing Create and assign rolesPublishers, Editors, Stewards Training required for extra permissions Enforce mandatory fields Approval work flows (example: translation)
171.3 PUBLISHER COMMUNITY Train as many as you can Promote teamwork and dialogue Advise, suggest, lead by example Let content creation flow Put management in charge
181.4 DYNAMIC CONTENT Content is stored in a database Its all query-able Fetch content from the database and present it tothe user as lists, posts, galleries, tables, maps,graphs, menu items, blocks, reports, forum postsetc. The possibilities are endless
24STEP 2: COMMUNICATION Up-to-date and rich content is now available2.1 Create a two-way dialogue2.2 Steer the conversation2.3 Provide options
252.1 TWO-WAY DIALOGUE Communication is two-way User-generated content needs its placeComments ...Blog posts ...FAQs ...Forum topics ...Tweets ...Videos ...Voting ... Respond and participate
262.2 STEER CONVERSATION Dont control it, guide it Inject your corporate messagesDo it in a way to spark positive discussion Embrace user feedback Promote popular user-generated posts We can all take the wheel:Communications departmentContent publishers + management teamEnd users
272.3 PROVIDE CHOICE Everyone is different Multiple generations Varying comfort levelswith technologywith online social dialogue Forums, Tweets, Blogs, Comments, Voting, RSSfeeds, Videos
29STEP 3: SOCIALNETWORKING More people now involved in the conversation Curiosity takes over...Who is that? Why did he post that? Maybe she can helpme? People will want to get to know each other3.1 Set up an extensive user profile3.2 Launch it and promote its usage3.3 Build on it
303.1 USER PROFILE Model it after Linked IN Dont be afraid to create fields Experiment, see what works and what doesnt Allow avatars Skills and Hobbies are good places to start
313.2 PROMOTE SOCIALNETWORKINGAnnounce itEncourage itsuseDont be afraidTime wasters will always find a way.
323.3 BUILD ON PROFILES Enable users to identify buddies/friends/colleagues Build an FAQ ecosystem! Automate mentoring! Use user badge system to push desired behaviours! Promote top users – pride is a huge motivator! Expose dynamic filterable lists based on user skills! Allow favourites to offer social bookmarking service! Hyperlink skills and hobbies into community spaces!
35STEP 4: KNOWLEDGEMANAGEMENT By participating in the online discussion, usersdiscover and identify tacit knowledge in other users This is the goal For the expertise that lies within to be utilized to itsmaximum potential4.1 Allow its discovery4.2 Identify it4.3 Expose it
364.1 KNOWLEDGEDISCOVERY• Provide users with a great search engine• Widen the search index• Capture analytics• Use best bets• Capture metadata. Lots!• Empower users withcontent Rubix cubes
394.2 KNOWLEDGE SPOTTING• Go where the people are• Find where its happening• Look at comments/votes• Users will flag it• Leverage analytics• Ongoing
404.3 KNOWLEDGE SHARING• Create new dynamic viewswhen gaps are found• Expose data points(hits, votes, # comments)• Push user-generated contentto front pages• Have articles orannouncements written• Be creative and open minded
42STEP 5: COLLABORATION Youve made it. Connections are happening Knowledge is being shared5.1 Let it happen5.2 More tools can help5.3 Enable collaboration spaces
435.1 OPEN COLLABORATION• Users will naturally engage inactivities to produce something• Open collaboration is:– Egalitarian– Meritocratic– Self-organizing
445.2 COLLABORATION TOOLS• Chat or instant messaging• White-boarding• File sharing• Video/teleconferencing• Electronic document management systems– shared folders and shared authoring• Wikis• and more...
455.3 COLLABORATIONSPACES• Expand and enrich topics of interest (COIs)• Improve tradecraft• Solidify teams• Public, controlled,or private• Can have ownfeatures andfunctionality
46B) SELECTING A PROVIDERAND WEB TOOLS THAT SUITYOUR NEEDS
47THE LANDSCAPE The Real Story Group (formerly CMS Watch)
48MAJOR PLAYERSFor a full list: http://en.wikipedia.org/wiki/List_of_content_management_systems
49THINGS TO CONSIDER Your needs – assess based on scenarios Test out various tools – find the right fit Whos in charge ? Communications... IM...IT... Resident expertise and/or existing licenses Partner technology Open source movement– Either way, it will still take time and people– Open source typically saves you 15% of costsGood article: http://www.inc.com/guides/choose-website-content-management-system.html
53CONTROL Role-based access control Training required for certain roles Content publishing work flows Automated business rules:– Auto-expiry– Mandatory metadata fields– More! Reports and analytics