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How Web 2.0 Will Change the Way Business Gets Done Emanuele Quintarelli December 5 th , Milan Community Management
Knowledge Management Dream Current technologies not able to capture knowledge  (HBS 2005) 21% - overwhelmed 15% - it diminishes the productivity 26% - it is overused Only 44% - it’s easy to find inside the intranet  (Forrester 2005) The burden on the enterprise information worker intensifies while  productivity suffers  (IDC 2006): 24% time spent searching for and analyzing information A company can waste $5.7M  (1000 knowledge workers) Knowledge Management  aimed to elicit tacit knowledge, best practices, relevant experience from people throughout a company and make this information widely available KM is the past. We need to stop wasting hours of time searching and focusing on the business task at hand.
The Bottom Line A better way is needed to store, locate and retrieve corporate data useful for information workers’ tasks at hand Consumption and access barriers : Multiple applications, credentials, silos, interfaces Rigid central management and configuration Long change cycles by IT department Complex and painful integration Consequences   of inefficient data consumption Low quality/Small quantity of work performed.  Customer dissatisfaction Efficiency reduction for continuous reworks Employee attrition and poor corporate morale
Enterprise 2.0 – A Definition Search  to find what you are looking for Links  to understand what’s important and to provide structure Authoring  content as an interlinked work of many Tags  to let classification emerge Extentions  to leverage to provide suggestions Signals  (rss and emails) to notify about content updates “ Enterprise 2.0  is the use of emergent social software platforms within companies, or between companies and their partners or customers”  (Andrew McAfee)
Examples of Enterprise 2.0 Enterprise Blogs and Wikis   Project Management   Collaboration  Enterprise Tagging   Enterprise Rss Widgets & Mashups Social Networks Suites
Enterprise Trends Simple, Free Platforms for Self-Expression :  email, blog, wikis, photo/video sharing, social bookmarking, etc Emergent Structures : building tools that let structure emerge  Order from Chaos : filter, sort, prioritize and stay on top of the flood of new online content Three broad and converging trends  concerning the changing relationship between those who  offer  technologies and those who  use  them.
Enterprise 2.0 vs Traditional Enterprise Software Freeform :  Only minimal upfront structure Simple :  Any   barrier to use means lower adoption Software as a Service:  Online software is more productive and useful Easily Changed:   Many common IT tasks back to end-users with feeds and widgets Unintended Uses:   Open APIs, RSS and mashups to easily wire pieces together Social:  Enabling freeform collaboration is the key. Results can be reused by others 
Business Value and Adoption Drivers Why adopting these technologies*? Efficiency gain : provide efficient interaction with people, content and data Competitive pressures  a strong driver   Why not to adopt a specific technology? Perceived lack of need is a major reason for non adoption More pressing concerns   are also likely to stop adoption * Online survey with 119 CIOS about 6 technologies (blogs, wikis, podcasts, RSS, social networking, content tagging) – Forrester Dec 2006
IBM - Wikis to Spur Innovation IBM uses wikis to bring people together and spur innovation WikiCentral  uses wikis  as a   collaboration tool to help formulate new ideas, develop and manage projects, create documentation and build a collaborative network of innovators  across divisions and geographies.  IBM uses wikis to  bring together clients, partners and IBM employees .  DeveloperWorks   is a comprehensive, technical resource for developers. Developers from many companies and geographies discuss and build valuable content related to products, solutions, industry standards, training programs   Redbooks  team is currently piloting  wikis for authoring and publishing technical documentation  built by clients, partners and IBM experts to get hands-on and document experience with technical solutions. Wikis make team authoring and publishing easier and more accessible (67.000 registered wiki users, 4.000 wiki instances, 56.000 pages) (27 external wikis for developers)
Conclusions An informal organization  can provide tangible benefits  for enterprises:  business efficiency (paradoxically) reduced operational costs improved customer satisfaction Improved corporate morale These tools are beginning to plug into traditional enterprise  data sources such as CRM and ERP Is informal, bottom-up organization a revolution in how enterprises work? Collaboration between workers is becoming far more dynamic, and the availability of essential business data is resulting in better business decisions and larger revenues
Thank you Emanuele Quintarelli http://www.socialenteprise.it [email_address]

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Community Management

  • 1. How Web 2.0 Will Change the Way Business Gets Done Emanuele Quintarelli December 5 th , Milan Community Management
  • 2. Knowledge Management Dream Current technologies not able to capture knowledge (HBS 2005) 21% - overwhelmed 15% - it diminishes the productivity 26% - it is overused Only 44% - it’s easy to find inside the intranet (Forrester 2005) The burden on the enterprise information worker intensifies while productivity suffers (IDC 2006): 24% time spent searching for and analyzing information A company can waste $5.7M (1000 knowledge workers) Knowledge Management aimed to elicit tacit knowledge, best practices, relevant experience from people throughout a company and make this information widely available KM is the past. We need to stop wasting hours of time searching and focusing on the business task at hand.
  • 3. The Bottom Line A better way is needed to store, locate and retrieve corporate data useful for information workers’ tasks at hand Consumption and access barriers : Multiple applications, credentials, silos, interfaces Rigid central management and configuration Long change cycles by IT department Complex and painful integration Consequences of inefficient data consumption Low quality/Small quantity of work performed. Customer dissatisfaction Efficiency reduction for continuous reworks Employee attrition and poor corporate morale
  • 4. Enterprise 2.0 – A Definition Search to find what you are looking for Links to understand what’s important and to provide structure Authoring content as an interlinked work of many Tags to let classification emerge Extentions to leverage to provide suggestions Signals (rss and emails) to notify about content updates “ Enterprise 2.0 is the use of emergent social software platforms within companies, or between companies and their partners or customers” (Andrew McAfee)
  • 5. Examples of Enterprise 2.0 Enterprise Blogs and Wikis Project Management Collaboration Enterprise Tagging Enterprise Rss Widgets & Mashups Social Networks Suites
  • 6. Enterprise Trends Simple, Free Platforms for Self-Expression : email, blog, wikis, photo/video sharing, social bookmarking, etc Emergent Structures : building tools that let structure emerge Order from Chaos : filter, sort, prioritize and stay on top of the flood of new online content Three broad and converging trends concerning the changing relationship between those who offer technologies and those who use them.
  • 7. Enterprise 2.0 vs Traditional Enterprise Software Freeform : Only minimal upfront structure Simple : Any barrier to use means lower adoption Software as a Service: Online software is more productive and useful Easily Changed:   Many common IT tasks back to end-users with feeds and widgets Unintended Uses:   Open APIs, RSS and mashups to easily wire pieces together Social: Enabling freeform collaboration is the key. Results can be reused by others 
  • 8. Business Value and Adoption Drivers Why adopting these technologies*? Efficiency gain : provide efficient interaction with people, content and data Competitive pressures a strong driver Why not to adopt a specific technology? Perceived lack of need is a major reason for non adoption More pressing concerns are also likely to stop adoption * Online survey with 119 CIOS about 6 technologies (blogs, wikis, podcasts, RSS, social networking, content tagging) – Forrester Dec 2006
  • 9. IBM - Wikis to Spur Innovation IBM uses wikis to bring people together and spur innovation WikiCentral uses wikis as a collaboration tool to help formulate new ideas, develop and manage projects, create documentation and build a collaborative network of innovators across divisions and geographies. IBM uses wikis to bring together clients, partners and IBM employees . DeveloperWorks is a comprehensive, technical resource for developers. Developers from many companies and geographies discuss and build valuable content related to products, solutions, industry standards, training programs Redbooks team is currently piloting wikis for authoring and publishing technical documentation built by clients, partners and IBM experts to get hands-on and document experience with technical solutions. Wikis make team authoring and publishing easier and more accessible (67.000 registered wiki users, 4.000 wiki instances, 56.000 pages) (27 external wikis for developers)
  • 10. Conclusions An informal organization can provide tangible benefits for enterprises: business efficiency (paradoxically) reduced operational costs improved customer satisfaction Improved corporate morale These tools are beginning to plug into traditional enterprise data sources such as CRM and ERP Is informal, bottom-up organization a revolution in how enterprises work? Collaboration between workers is becoming far more dynamic, and the availability of essential business data is resulting in better business decisions and larger revenues
  • 11. Thank you Emanuele Quintarelli http://www.socialenteprise.it [email_address]