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Knowledge and Content UK 2009 (KCUK) presentation and case study


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This is the presentation we gave at the Knowledge and Content conference in London, June 2009. We were praised for not 'selling' even though we were there as vendors/sponsors. Without the narrative it's not the easiest set of slides to read but you get the idea.

Published in: Business, Technology

Knowledge and Content UK 2009 (KCUK) presentation and case study

  1. 1. A true “case story” about Knowledge Workers and Information Professionals KCUK 2009
  2. 2. Story outline Chapters Part 1 - A global consultancy 3 years ago Gregory Culpin (Knowledge Plaza) Part 2 - A global consultancy today, case study Scott Gavin (Applied Trends)
  3. 3. Meet Jeremy He works as an external consultant.
  4. 4. Meet Charlotte She works as an internal analyst and information broker.
  5. 5. Both work for a global consultancy company.
  6. 6. Both are busy on the same problems and could be of great help to each other
  7. 7. if only they knew how to find each other.
  8. 8. Meet Marc, their knowledge manager. His job is to connect Jeremy and Charlotte.
  9. 9. He observes Charlotte • receiving sector-specific requests (input) • finding/organizing information sources • delivering summary reports and newsletters (output)
  10. 10. Charlotte is well organized and has Gen X habits. • corporate address book for locating people • e-mail / phone for communication • shared drive / CMS for electronic documents • bookshelves for paper documents
  11. 11. He observes Jeremy • translating customer needs (input) • finding reliable information • delivering relevant solutions (output)
  12. 12. Jeremy is a digital native and uses many free tools Delicious for bookmarking important sources Linkedin for colleagues’ past and current activities Twitter for tapping into a global mindset Wikis for client project collaboration
  13. 13. As most knowledge workers, they follow a search-gather-and-deliver process ... and spend 1 day per week* searching for information and for people. * Source: Information@Work report, IDC, January 2007
  14. 14. Marc is trying everything to bring them together
  15. 15. Wikipedia is doing so well on the Web, He decides to roll-out similar Enterprise 2.0 tools.
  16. 16. What does Jeremy think about this ?
  17. 17. Jeremy is surprised at the low participation rate
  18. 18. which is actually similar to the Web.
  19. 19. What did Charlotte think about this ?
  20. 20. Refindability issues due to bad scalability.
  21. 21. Collaboration is a beautiful dream
  22. 22. First serve the individual
  23. 23. Currently Jeremy and Charlotte manage many information items websites documents e-mails contacts references in different ways and places.
  24. 24. First goal : help Jeremy and Charlotte organize their own information.
  25. 25. Second goal : help them access information from people they know
  26. 26. Third goal : help them discover new information and new people
  27. 27. Scott Gavin in conjunction with Knowledge Plaza ca se st ud y PART I ★ why we built knowledge plaza ★ which social software aspects were key ★ challenges and learnings KC UK 2009 London
  28. 28. global consultancy knowledge centre $5bn annual revenue
  29. 29. Consultant Request Knowledge Center Researchers what they do Research Network Experts Package Knowledge Knowledge Package Research, gather, annotate, report
  30. 30. accurate timely consistent relevant leveraged location experts info challenges
  31. 31. current pain points
  32. 32. current pain points experts identify + leverage who are the experts?
  33. 33. current pain points experts search identify + internal and leverage external too many search boxes!!!
  34. 34. current pain points experts search knowledge identify + internal and getting it out of leverage external the inbox centralizing and capturing
  35. 35. current pain points experts search knowledge discovery identify + internal and getting it out of enable passive leverage external the inbox discovery social requirements
  36. 36. sourcing a solution km search doc management people directory profiles collaboration
  37. 37. inspired by we b 2. 0 but not blinded by
  38. 38. ta Tagging gg in g on the web connotea diigo flickr connectbeam cogenz * tag knowledge items and people * easily discoverable by all * taxonomy & folksonomy
  39. 39. sh Sharing of info items ar in g on the web Twitter Reddit Digg Blogs Delicious Flickr * easily share links, docs, websites * commenting on shared items * get stuff out of email
  40. 40. su bs Subscribe to Information cr ib e on the web Google Reader Netvibes Feed Demon Newsgator You browser! * trap information, create alerts * create personalized newswires * put users in control of information
  41. 41. pr Profiles and Networks ofi le s on the web Facebook LinkedIn Most 2.0 apps MySpace* * connect with colleagues and share * users to become a way to find information * identify subject matter experts
  42. 42. ra Ratings and Recommendations tin gs on the web Amazon Apple ITunes Digg * find top content based on ratings * influence order of search results * allow consultants to rate reports
  43. 43. Dashboards and Newsfeeds ne w s on the web LinkedIn Facebook Twitter MicroPlaza * tracking network activity * keeping on top of requests and comments
  44. 44. packaging of knowledge unique req? find store annotate collate decide share * for re-use, collaboration, publishing * sale, brokerage, syndication
  45. 45. Culture Clash KM vs Social Software?
  46. 46. two year dev pilot 20,000 + tiles
  47. 47. ★ do more with information make it social
  48. 48. ★ se us e ar er ng be discoverable ch s a in s es information and interactions lead back to your profile
  49. 49. ★ facilitate discovery intentionally or otherwise
  50. 50. ★ package information gather, annotate and share
  51. 51. challenges/learnings
  52. 52. challenges/learnings fatigue and pessimism don’t talk about web 2.0 or social ! don’t offer solid replacements, instead enhance processes non-mandatory
  53. 53. challenges/learnings fatigue and stickiness pessimism don’t talk about email digests web 2.0 or social ! dashboards don’t offer solid replacements, user interactions instead enhance processes tie all these back to platform non-mandatory
  54. 54. challenges/learnings fatigue and fear of stickiness pessimism sharing don’t talk about email digests put the roi on web 2.0 or social ! personal use dashboards don’t offer solid sharing is not the replacements, user interactions primary user aim instead enhance processes tie all these back build the system to platform around sharing non-mandatory
  55. 55. challenges/learnings fatigue and fear of sharepoint stickiness pessimism sharing put the roi on don’t compete, don’t talk about email digests personal use integrate web 2.0 or social ! dashboards sharing is not the it’s part of the don’t offer solid primary user aim ecosystem replacements, user interactions instead enhance build the system let users choose processes tie all these back to platform around sharing non-mandatory
  56. 56. group discussion