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.

1. A true “case story” about
Knowledge Workers and
Information Professionals
KCUK 2009

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. Meet Jeremy
He works as an
external
consultant.

4. Meet Charlotte
She works as
an internal analyst and information
broker.

5. Both work for a global consultancy
company.

6. Both are busy on the same
problems
and could be of great help to each
other

7. if only they knew
how to find each other.

8. Meet Marc, their
knowledge manager.
His job is to connect
Jeremy and Charlotte.

9. He observes Charlotte
• receiving sector-specific requests (input)
• finding/organizing information sources
• delivering summary reports and newsletters
(output)

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. He observes Jeremy
• translating customer needs (input)
• finding reliable information
• delivering relevant solutions
(output)

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. 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. Marc is trying everything to bring them
together

15. Wikipedia is doing so well on the Web,
He decides to roll-out similar Enterprise 2.0
tools.

16. What does Jeremy think about this ?

17. Jeremy is surprised at the low participation
rate

18. which is actually similar to the Web.

19. What did Charlotte think about this ?

20. Refindability issues due to bad scalability.

21. Collaboration is a beautiful
dream

22. First serve the individual

23. Currently Jeremy and Charlotte
manage many information items
websites documents e-mails contacts references
in different ways and places.

24. First goal : help Jeremy and Charlotte
organize their own information.

25. Second goal : help them access
information from people they know

26. Third goal : help them discover
new information and new people

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. global consultancy
knowledge
centre
$5bn annual revenue

29. Consultant
Request
Knowledge
Center
Researchers
what they do
Research
Network
Experts
Package
Knowledge
Knowledge
Package
Research, gather, annotate, report

30. accurate timely
consistent
relevant leveraged
location
experts
info challenges

31. current pain points

32. current pain points
experts
identify +
leverage
who are the experts?

33. current pain points
experts search
identify + internal and
leverage external
too many search boxes!!!

34. current pain points
experts search knowledge
identify + internal and getting it out of
leverage external the inbox
centralizing and capturing

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. sourcing a solution
km search
doc management
people directory
profiles
collaboration

37. inspired by
we
b
2.
0
but not blinded by

38. ta
Tagging gg
in
g
on the web
del.icio.us
connotea
diigo
flickr
connectbeam
cogenz
* tag knowledge items and people
* easily discoverable by all
* taxonomy & folksonomy

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. 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. 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. 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. Dashboards and Newsfeeds
ne
w
s
on the web
LinkedIn
Facebook
Twitter
MicroPlaza
* tracking network activity
* keeping on top of requests and comments

44. packaging of knowledge
unique req?
find
store
annotate
collate
decide
share
* for re-use, collaboration, publishing
* sale, brokerage, syndication

45. Culture Clash
KM vs Social Software?

46. two year dev
pilot
20,000 +
tiles

47. ★ do more with information
make it social

48. ★
se
us e
ar
er ng
be discoverable
ch
s a in
s es
information and interactions lead back
to your profile

49. ★ facilitate discovery
intentionally or otherwise

50. ★ package information
gather, annotate and share

51. challenges/learnings

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. 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. 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. 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. group discussion