Experts At Your Fingertips


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Utilizing Web 2.0 and social networking analysis tools to add experts to virtual teams as needed; IBM example. Marsha Frady presentation

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  • Experts At Your Fingertips

    1. 1. Experts at your Fingertips – Expanding Team Boundaries Marsha Frady IBM
    2. 2. Session Objectives <ul><li>Be able to outline online support potential for adding expertise to teams worldwide </li></ul><ul><li>Understand how employee skill profiles and the Internet can be utilized to increase collaboration </li></ul><ul><li>Be able to minimize obstacles to sharing expertise across team boundaries </li></ul>
    3. 3. <ul><li>Wish you could have the most knowledgeable person on every team – but not enough experts to go around? </li></ul><ul><li>Does your organization know… </li></ul><ul><ul><li>Where the experts are within the company? </li></ul></ul><ul><ul><li>What they specialize in? </li></ul></ul><ul><ul><li>How to engage them to contribute without impacting them negatively? </li></ul></ul><ul><ul><li>How to leverage the knowledge of those in the “Baby Boomer” age range before they retire? </li></ul></ul>Why do you care?
    4. 4. What’s involved? <ul><li>Connecting people worldwide </li></ul><ul><li>Making it easy to identify experts </li></ul><ul><li>Including features and feedback to attract participation and enhance collaboration </li></ul><ul><li>To succeed: </li></ul><ul><ul><li>Must produce positive business results </li></ul></ul><ul><ul><li>Must not interfere with primary job </li></ul></ul><ul><ul><li>Must be easy to communicate </li></ul></ul>How does IBM do it?
    5. 5. Step One – Build and Display Profile <ul><li>Connecting people worldwide </li></ul><ul><ul><li>Internet network infrastructure </li></ul></ul><ul><ul><li>On-line directories with names, numbers and IDs </li></ul></ul><ul><ul><li>Expand with profiles re: specializations, experience, skills, languages, etc. </li></ul></ul>
    6. 6. Expanding Profile – Two Approaches <ul><li>Self Reporting </li></ul><ul><ul><li>Build template with initial directory and category tabs </li></ul></ul><ul><ul><li>Encourage everyone to fill in to show online </li></ul></ul><ul><ul><li>Self/team regulating </li></ul></ul><ul><ul><li>Management validated </li></ul></ul><ul><li>System Assisted or Enhanced </li></ul><ul><ul><li>Expert tagging based on skills assessments, testing, knowledge communities, wikis, etc. </li></ul></ul>
    7. 7. Step Two – Add Search <ul><li>Provide search capability against the profile information </li></ul>
    8. 8. Data Mining tools can be used to expand search results <ul><li>Reach </li></ul><ul><ul><li>shows interconnecting contacts </li></ul></ul><ul><ul><li>Selecting a person will show: </li></ul></ul><ul><ul><li>Formal Organization </li></ul></ul><ul><ul><li>Informal Organizations </li></ul></ul><ul><ul><ul><li>Communities </li></ul></ul></ul><ul><ul><ul><li>Forums </li></ul></ul></ul><ul><ul><ul><li>Blogs </li></ul></ul></ul><ul><ul><ul><li>Wikis </li></ul></ul></ul><ul><ul><ul><li>Bookmarks (Dogear) </li></ul></ul></ul><ul><ul><ul><li>Other Web 2.0 options </li></ul></ul></ul>Results example from IBM’s Small Blue
    9. 9. Viewing the experts’ social networks based on this data mining may provide additional input for selecting the most appropriate individual for the team Results example from IBM’s Small Blue
    10. 10. Step Three – Add Expert Display to Related Websites <ul><li>Provide information from and on experts to the users, within the application they are using, so that they can: </li></ul><ul><ul><li>Read information from experts and who these experts are on a topic on the web page, course, or application they are using </li></ul></ul><ul><ul><li>Have instant access via chat or email to designated experts right from the page or application if they have further questions </li></ul></ul><ul><ul><li>See other information about the experts (such as links to their directory profile, their title, their department, phone number, etc.) to help the user choose the best expert to contact. </li></ul></ul>
    11. 11. Example
    12. 12. How it works at IBM – the workflow follows a typical learner’s question/answer flow – online in a chat <ul><li>A user is searching their web application for information or using their site for their daily work </li></ul><ul><li>The system matches the right experts to the user based on the taxonomy of the application and the experts’ schedule </li></ul><ul><li>The experts who are available show as ‘green’ , ‘yellow’ , ‘in a meeting’ , or ‘mobile device’ (experts who are on ‘do not disturb’ do not show up at all) </li></ul><ul><li>The user establishes the chat with the expert </li></ul><ul><li>At the conclusion of the chat, the user and expert decide whether the information should be saved for later reuse </li></ul><ul><li>The user is asked after the chat has concluded to rate the value of the exchange . </li></ul>
    13. 13. What’s in it for them, the Experts who volunteer to participate? <ul><li>Ability to: </li></ul><ul><li>Schedule their availability using “office hours” or use ‘active’ instant messaging client </li></ul><ul><li>Designate how many instant messaging windows they would to have going like at any given time </li></ul><ul><li>Decide (along with the user) whether to save the chat for future FAQ use or other publication </li></ul><ul><li>Automatically record and report time spent in collaboration with users, and how they rated the value provided </li></ul>
    14. 14. What if cost recovery is required for expertise? <ul><li>Programs can be structured to include credit for expert’s time </li></ul><ul><ul><li>Inter-department cost recovery </li></ul></ul><ul><ul><li>Shared team awards </li></ul></ul><ul><ul><li>“ Giveback” credit for mentoring or professional certification programs </li></ul></ul><ul><li>Formal “on demand course” can be set up </li></ul><ul><ul><li>Expert’s time is charged through tuition as instructor </li></ul></ul><ul><ul><li>Advance planning required to put in learning directory </li></ul></ul>
    15. 15. What’s in it for the organization? <ul><li>Users of applications get instant help when they need it, and are assured that the experts they contact know the subject on which they have questions </li></ul><ul><li>Experts will be able to publish easily, using chats they have had with learners as the basis for an FAQ or small learning module that can be passed on to others to share their knowledge. </li></ul><ul><li>Expertise can be captured online before senior members of the organization retire </li></ul>
    16. 16. Program success depends on partnership between project management, IT and HR Assess Requirements Design Program Get Executive Buy-In Manage Budget Plan Communications Measure Business Impact Partner with on Program Analyze Infrastructure for Elements to Build On Size and Cost Development Enlist Assistance “ Seed” Program with Experts Reward Participation IT HR PM
    17. 17. Common Steps for All <ul><li>Lay out design of program to fit requirements of organization </li></ul><ul><li>Enlist assistance of both HR and IT </li></ul><ul><li>Analyze infrastructure to determine elements in place that can be built on </li></ul><ul><li>Size cost and time required to develop and deploy program </li></ul><ul><li>Get executive buy-in on benefits to business of leveraging existing expertise internally versus buying short term assistance or more hiring </li></ul><ul><li>“ Seed” program with some easily identified experts prior to Announcement </li></ul><ul><li>Reward participation as implement program </li></ul><ul><li>Monitor and publicize business impact results, both to show return on investment and to maintain enthusiasm for participation </li></ul>
    18. 18. Questions? Or Phone: Marsha Frady at 1-254-485-4584