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Siemens Best-Practice Workshop, Braunschweig, March 31st, 2014

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  1. 1. Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. siemens.com/answers Correlation of Factual Use and Perceived Benefits related to References+ Siemens Best-Practice Workshop, Braunschweig, March 31st, 2014 Alexander Stocker Virtual Vehicle Research Center Information & Process Management Graz, Austria Johannes Müller Siemens Switzerland Ltd. Building Technologies Division Zug, Switzerland
  2. 2. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 2 Johannes Müller, Building Technologies Division References+ ...  is a Web 2.0 platform for the global exchange of business-related knowledge, experiences and best-practices,  is a 'Social Networking' tool, which networks colleagues and animates them to communicate to each other,  is intended for company-internal use and only available within the Siemens Intranet,  is open for all employees having access to the Siemens Intranet,  contains knowledge references (customer projects, best-practice cases, Lessons Learned, etc.), discussion forums (Urgent Requests, etc.) and a Microblog,  considers its users as global community (~ 11,000 members located in 79 countries) supporting each other.
  3. 3. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 3 Johannes Müller, Building Technologies Division Who is currently using References+?  approx. 11,000 registered community members  in more than 75 countries across the globe  sharing knowledge and supporting each other  open for all employees with access to the Siemens Intranet  currently with six focus communities (further communities are welcome to join)
  4. 4. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 4 Johannes Müller, Building Technologies Division Where is References+ in the Siemens-Internal Communication Landscape?
  5. 5. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 5 Johannes Müller, Building Technologies Division Content in References+ Knowledge References  Customer Projects  Solution/Service Concepts  Technology Information  Market Information  External Awards  Business Excellence Cases  Lessons Learned Forum Postings  Urgent Requests  BT Academy International  News, Trends, Innovations  Fairs and Conferences  Feedback and Help  Solution Talk  etc. Content Types in References+ Networking both Knowledge and People knowledge and information sharing people networking Microblog Postings structured by free tagging ("Folksonomy") Member Pages  Name  Portrait Picture  'About me' Text  Phone Numbers  e-Mail Address  Availability Status  Personal Network
  6. 6. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 6 Johannes Müller, Building Technologies Division Targets of References+  Exchange information, knowledge and experiences about ...  reference projects  proven solutions and solution modules  provided services  product and system news  urgent questions from the field ("Urgent Requests")  general market information  certain technological fields  cases for business/process improvement (top+ cases)  Find suitable experts  Enable active networking among participants  virtual "following" with other colleagues  support of different communication channels
  7. 7. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 7 Johannes Müller, Building Technologies Division Benefits for Readers and Contributors (just qualitative, but not quantitative) As a Reader, you can …  easily find other (reference) projects, which results in time savings.  find proven knowledge and experts.  check complex solutions and services provided for key customers.  benefit from state-of-the-art Web 2.0 networking possibilities.  learn from other colleagues across organizational & geographical borders.  access documents and files, which you can quickly adapt and re-use. As a Contributor, you can …  share your successful projects:  Which customers use solutions and services from Siemens?  Which special solutions and services are requested and who knows about that?  demonstrate your own competences and expert profile.  gain global visibility and build a positive reputation.  actively do community networking. "If Siemens would know what Siemens already knows ..."
  8. 8. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 8 Johannes Müller, Building Technologies Division User Survey 2009: Several User Ratings Period: 3 weeks in September/October 2009 Participation: 1070 responders more or less helpful for 88% 714 saved days 36% frequent users 64% occasional users Ø 2.63 Ø 1.96 Ø 1.89 Ø 1.86 several days several hours no time savings very helpful predomin. helpful partially helpful not helpful one day
  9. 9. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 9 Johannes Müller, Building Technologies Division User Survey 2009: Correlation of Perceived Benefit & Usage Frequency Usage Frequency (# responders) sporadic (401) monthly (289) weekly (280) daily (100) Ø all (1070) Availability* 2.51 2.66 2.71 2.79 2.63 Usability* 1.72 1.99 2.12 2.34 1.96 Functions / Features* 1.62 1.96 2.08 2.31 1.89 Content Quality* 1.65 1.91 1.98 2.17 1.86 Helpfulness** 0.92 1.38 1.55 1.94 1.31 # days saved per year*** 0.32 0.60 0.97 1.40 0.67 Selectable Options: * very good (3), good (2), average (1), insufficient (0) ** very helpful (3), predominantly helpful (2), partially helpful (1), not helpful (0) *** several days (3), one day (1), several hours (0.5), nothing (0) higher benefit for higher usage frequency
  10. 10. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 10 Johannes Müller, Building Technologies Division User Survey 2011: Survey Questions Which organizational unit are you working for?  (list of selected Siemens units) How often do you use References+?  almost daily  min. one time weekly  min. one time monthly  less than monthly How helpful is References+ in your daily work?  very helpful  predominantly helpful  partially helpful  not helpful How much working time did you save (in the last 365 days) by using information found in References+?  several days saved  one day saved  one or several hours saved  no time savings How much money did you save (in the last 365 days) by using information found in References+?  more than €10,000 saved  €1,000 … €10,000 saved  €0 … €1,000 saved  no money savings How much additional business turnover did you generate (in the last 365 days) by using information found in References+?  more than €1 million in additional turnover  €100,000 … €1 million in additional turnover  €10,000 … €100,000 in additional turnover  €0 … €10,000 in additional turnover  no additional turnover  I cannot directly influence turnover How many additional customers did you attract (in the last 365 days) by using information found in References+?  3 or more additional customers  2 additional customers  1 additional customer  no additional customers  I don’t have direct contact with customers What is your overall rating for References+ and the related administration team?  very good  good  average  insufficient  I don’t want to give a rating. Feel free to share any comment related to References+ (optional).  (free text input)
  11. 11. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 11 Johannes Müller, Building Technologies Division User Survey 2011: Survey Results 731 saved days Period: 4 weeks in September 2011 Participation: 1479 responders € 190,000 saved money € 5.3 mio. additional turn-over Accumulated annual figures for these 1479 responders: 361 new customers (minimum calculation) (minimum calculation)
  12. 12. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 12 Johannes Müller, Building Technologies Division User Survey 2011: Research Question How do survey results on perceived use and benefits of References+ match the factual use of this platform? survey replies (subjective, perceived) usage data (objective, factual) user (account) data (objective, factual)
  13. 13. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 13 Johannes Müller, Building Technologies Division Available User and Usage Data Present status of user and user account (as of March 2013):  office location (city, country)  organizational unit  date of registration in References+  date of last visit  account active (true/false)  photo uploaded (true/false)  number of characters in "About me" field  number of other internal Social Media platforms, where user is registered Usage data (during April 2010 – September 2011):  number of days with access to References+  number of visited Knowledge References  number of contributions (i.e. Knowledge References, feedbacks, forum postings, microblog postings)  number of followers and followed colleagues
  14. 14. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 14 Johannes Müller, Building Technologies Division Correlation of Usage Data and Survey Results Perceived Usage versus Factual Usage Respondents with a perceived high usage frequency are exhibiting higher factual usage, but are not necessarily the most active factual contributors. higher factual use for higher perceived use Perceived "Usage Frequency" daily weekly monthly seldom # respondents 140 341 371 627 Ø activity days 33.18 29.77 17.44 13.07 Ø visited KRs 21.11 16.74 8.78 3.01 Ø contributions 3.11 3.26 1.05 0.56 Ø followers 2.19 1.82 1.18 0.74
  15. 15. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 15 Johannes Müller, Building Technologies Division Correlation of Usage Data and Survey Results Helpfulness versus Factual Usage Respondents with a perceived high helpfulness of References+ are exhibiting higher factual usage, i.e. they visit more Knowledge References, generate more content, and have more followers. higher factual use for higher perceived helpfulness very helpful predominantly helpful partially helpful not helpful # respondents 146 222 805 306 Ø activity days 26.53 27.39 19.07 13.59 Ø visited KRs 25.88 20.39 5.90 2.45 Ø contributions 4.41 2.41 1.20 0.46 Ø followers 2.10 1.47 1.23 0.66 Perceived "Helpfulness"
  16. 16. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 16 Johannes Müller, Building Technologies Division Correlation of Usage Data and Survey Results Type of Benefits versus Factual Usage  Respondents with perceived high time savings and perceived high money savings are not necessarily the most factual active users.  Respondents with perceived high generation of turnover have more activity days and visit more knowledge references.  Employees with perceived high number of customers have more activity days and visit more knowledge references.
  17. 17. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 17 Johannes Müller, Building Technologies Division Correlation of Usage Data and Survey Results Overall Rating versus Factual Usage Respondents with a high overall rating of References+ have more average activity days, visit more Knowledge References, make more contributions, and have more followers. higher factual use for higher overall rating very good good average insufficient # respondents 281 610 231 57 Ø activity days 29.96 22.11 13.29 10.05 Ø visited KRs 15.51 11.79 6.19 2.93 Ø contributions 4.69 1.13 0.76 0.44 Ø followers 2.60 1.10 0.83 0.67 Perceived "Overall rating"
  18. 18. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 18 Johannes Müller, Building Technologies Division Conclusion and Discussion: Research Scope Whether and how do survey results on perceived use and benefits of a Web 2.0-based knowledge management platform match data on factual use of the platform? References+ users with perceived higher benefits (i.e. helpfulness, saved time, saved money, new turnover, new customers) are by trend more active users and contributors of References+. Study results show a relationship between perceived benefits of References+ and factual use of References+.
  19. 19. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 19 Johannes Müller, Building Technologies Division Conclusion and Discussion: Suggestions for Practice Users with high intrinsic motivation use Web 2.0 platforms more often than less motivated colleagues. Hence, the probability of perceiving any related benefit might be higher for frequent users since they are more active and thus able to explore a higher number of potentially positive aspects of the platform. Therefore, factual and perceived benefits are among the most important and sustainable motivation factors for using a Web 2.0-based platform such as References+. Immediate benefits for the users can be seen as most crucial success factor for an Enterprise 2.0 initiative.
  20. 20. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 20 Johannes Müller, Building Technologies Division Statements from the Top-Management
  21. 21. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 21 Johannes Müller, Building Technologies Division More Information about References+: Some Selected Publications Siemens Building Technologies Division: Globaler Wissens- und Erfahrungsaustausch mit References+ (in German) by Johannes Müller and Alexander Stocker. Andrea Back, Michael Koch, Petra Schubert, Stefan Smolnik (editors): Schriftenreihe zu Enterprise 2.0-Fallstudien, issue 13, April 2012, ISSN 1869-0297. Intranet: https://referencesplus.siemens.com/info.asp?id=155 Internet: http://www.mueller24.info/pub/?id=12mue1 Global Knowledge Exchange Using References+ within the Siemens Intranet by Johannes Müller, Jaren Krchnavi, and Alexander Stocker. Evie Serventi (editor): "Innovation and Transformation Through Knowledge Management", Ark Group, 2012, pp. 71-80. Intranet: https://referencesplus.siemens.com/info.asp?id=167 Internet: http://www.mueller24.info/pub/?id=12mue2 Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application: The Siemens Case References+ by Alexander Stocker and Johannes Müller. Proceedings "I-KNOW 2013" - 13th International Conference on Knowledge Management and Knowledge Technologies (Graz, Austria, September 2013). Intranet: https://referencesplus.siemens.com/info.asp?id=176 Internet: http://www.mueller24.info/pub/?id=13sto
  22. 22. March 31st − April 1st, 2014 Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. Page 22 Johannes Müller, Building Technologies Division Contacts for Questions and Feedback References+ Development and Administration: Dr. Johannes Müller Siemens Switzerland Ltd. Building Technologies Division Zug, Switzerland e-Mail: j-mueller@siemens.com https://www.xing.com/profile/Johannes_Mueller47 Scientific Research about Social Media Usage: Dr. Alexander Stocker Virtual Vehicle Research Center Information & Process Management Graz, Austria e-Mail: alexander.stocker@v2c2.at https://www.xing.com/profile/Alexander_Stocker

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