Enteprise Blogs and Wikis – The KM 2.0 Path Jordan Frank [email protected] (401)...
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Transcript of Enteprise Blogs and Wikis – The KM 2.0 Path Jordan Frank [email protected] (401)...
Enteprise Blogs and Wikis – The KM 2.0 Path
Jordan [email protected]
(401) 528-1145
Beyond blogs and wikis, there’s Traction
• The Leading “Enterprise Blog” Platform– Founded in 1996– Current release 3.7
• Funded: 2000 and 2002– by In-Q-Tel (Venture arm of the CIA)– Slater Interactive and private investors
• Customer Leadership– US Air Force & Navy, DOJ, In-Q-Tel– State of CT CIO, State of TX Health– 4 of the top 15 Pharmaceutical firms– 14 of the Global 100
• Deployments with • Small groups to 1000s of users• 100s to 100s of 1000s of posts
• Black belt blogger? – Read mine at: www.tractionsoftware.com
About Traction Software, About Me
Getting Traction - Jon Udell
July 2002
Agenda
• Why Blogs & Wikis?
• What are these 4 letter words?
• What is 2.0? and the KM 2.0 Path.
• Real examples, real results.
• Q&A
• Enterprise Considerations (if we get there)
Why Blogs & Wikis
Two Words
“8 Below”
The Expert (and an artist):http://www.babayaga.ca/
Movie Max:
siberian huskiefound via Disney
Real Max:
sakhalin huskiefound via Wikipedia link
The Connector, a dog lover:http://smartpei.typepad.com/robert_patersons_weblog
Why Blogs & Wikis?
They Work
They Scale
Marshall McLuhan
“I don’t know who discovered water, but it wasn’t a fish.”
Time Offers Context to History
Doug Engelbart’s NLS (oNLine System a “hypertext journaling system”) first demonstrated in 1968 brought time to hypertext.
Time Offers Context to History
Doug Engelbart’s NLS (oNLine System a “hypertext journaling system”) first demonstrated in 1968 brought time to hypertext.
Blogs bring Context to the Net
?
www.blogpulse.com
The Aggregate Tells A Story…
Mrs. Superman raises cancer awareness,
• for a few days• from sci fi • to main stream
An opportunity… or a flash in the pan?
Follow the “story” with RSS
www.blogpulse.com
KM Works (Finally)
IDC Agrees
From: Collaboration and Wikis and Blogs, Oh My! How Web Publishing Tools Could Change Collaboration - IDC, 2004, #32471
EnterpriseBlogs/Wikis
What are theseFour Letter Words?
What’s in a Word?
BLOG
BLOG
BLOG
BLOG
BLOG
BLOG
BLOG
BLOG
BLOG
BLOGBLOG
BLOG
BLOG
WIKI
WIKI
WIKI
WIKI WIKIWIKI
WIKI WIKI
WIKI WIKI
WIKI
WIKI
Quasi-Religious?
BLOG• “Unedited voice of a
single person”
WIKI• “Group voice, anyone
can edit and anyone can read”
KM?
BLOG• Tacit
WIKI• Explicit
Dictionary (.com)?
BLOG• “an online diary; a
personal chronological log of thoughts published on a Web page”
WIKI• Any collaborative
website that users can easily modify via the web, typically without restriction. ”
Literal?
BLOG• Web (hypertext) • Log (journal)
WIKI• Hawaiian for “quick”
or “fast”
Practical
WIKI• Displayed as a set of
linked web pages
System for easily posting, editing and managing web pages pertaining to a certain topic or purpose…
BLOG• Displayed in time
order
…and usually including features like comments, categories, permalinks, RSS (or other notification features), trackbacks
Wikis (in the Enterprise) are Not
• Readable by all
• Editable by all
• Encyclopedias
Wikipedia – Bad Example
“Wikipedia is a popular wiki, but it’s an outlier and is not representative of what most enterprises are doing with wikis”
Peter O’Kelly
Research Director
Collaboration & Content
Strategies Service
Burton Group
Blogs (in the Enterprise) are Not
• Personal Voice
• Opinion
• Conjecture
• Blabbing
• Distracting
1992 Towards High Performance Organizations: A Strategic Role for Groupware
The Mother of All Demos
Engelbart’s 1968 demo showed three first time innovations: 1) NLS, a Hypertext Journaling System, 2) GUI, and 3) Mouse!
WIKIBLOG ?
Wikis and Blogs are for Working Communication
• What content types do you deal with?
• Which are a problem?• Working Communication
– Reports– Problems / Opportunities– Exceptions / Responses– Questions / Answers– Research notes– First impressions– FAQs– Plans and status
• Disintegration a Problem!– Email vs. Files vs. Other
Files
Other
Traditional approaches haven’t solved working communication problems
Top down Knowledge Management is expensive and disappointing
Wiki
Requirement------------------------------------
Product Plan-------------RequirementRequirement----------------------------------
Requirement------------------------------------
Organized by links and pages
Wiki Happens in Blog Timeline
Idea
Requirement
Requirement
Proposalcomments
comments
Requirement
Requirementcommentscomments
comments
comments
Action
Blog Timeline Spans Groups
Idea
Requirement
Requirement
Proposalcomments
comments
Requirement
Requirementcommentscomments
comments
comments
Action
Analyst Report
Trade Show Intelligence
AssessmentInterviews
comments
commentscomments
News Collection
MarketIntelligence
ProductDevelopment
Customer Meeting
Customer Feedback
Customer Win
Customer Deployment
Team Meetingcommentscomments
comments
comments
AccountManagement
Remember the Time Wall: One Way to Display a Timeline
Is this a blog or a wiki?
Display Should be Up to You
Blog ChronologyDocument
Directory Wiki
Blog. Wiki. What?• Wikis and Blogs Proven collaboration results at web scale
• Enterprise hypertext collaboration should combine:– Communication– Collaborative content editing (in “Documents” or Hypertext)– Strong meta data model, flexible display modes, strong vector for time ordering
• Englebart called NLS a Journaling System• We call it Traction TeamPage
• You can should call it what it’s deployed for:– A research system– A product planning system– A corporate communications home page
What is 2.0, Really
and the KM 2.0 Path
Web 2.0
From Silos To Services
SOAP
XML-RPC
Search Interface
Mobile Interface
Enterprise 2.0
Web 2.0 +Distributed services architectureGlobal identity, local permissionNet-centric, standard interfaces
Correlated timelines
Permission filtered search
Active Directory
IM Notification
ATOM
LDAP
KM 2.0
Enterprise 2.0 +Widgets in Weblogs and Wikis connect the dotsLinks and flat, social & filtered taxonomy adds intelligence to information
BLOGS
ERP
WIKIS
CRM
HRMS
CMS
DMS
Enterprise Examples…
• Management Consulting: IT Group
• Non Profit Association: IJIS
• DOD: CIO Funded Liberty Project
• Finance: Global Bank
• Pharmaceutical: Ipsen
…Real Results
Management Consulting– IT Group
• Operations Change Log
• Document changes to hardware, network and software configuration
• Provide further update and annotation
• Discuss where necessary
• Updated as appropriate
• A simple, successful use-case which has lasted over 1.5 years by now
IJIS Institute
• Integrated Justice Information System Institute
– Consortium of government agencies, contractors, and consultants
• Quickly growing institute needed to:
– Add syndication and search to their website
– Enable member collaboration
– Deploy a staff intranet
• A tall order for a small (but growing) non profit!
Traction powered IJIS website: Now easy to edit, also Includes Search, RSS, and member Login
IJIS Institute• The Payoff:
– Over 400 people working on 17 projects now collaborate virtually.
– One committee cut phone and in-person meetings by 50%
• Committee Collaboration:– Thousands of posts– Over 700 comments– Over 500 attachments– Over 2500 edits
• Business Week
IJIS website – “Mobile” skin: delivered automatically to mobile devices browsers
DOD RAI-NC Liberty Project DOD CIO office funded 4 of 120 (Rapid Acquisition Incentive –
Net Centricity) proposals, including the Liberty Project
Liberty Project: While testing night vision technology, had the goal to develop and demonstrate the use case for application of a Enterprise Blog platform to Program Team Communication
Participants included:
• New York City Police• Newport Police• Army National Guard• Naval Undersea Warfare Center• Technology from Ford Motor
Front Page: Cross-blog view of announcements, test plans, trial results and other communication
DOD RAI-NC Liberty ProjectOpportunity Analysis (From DoD Final Report December 2004 FOUO):
The tool is universal in its applicability and can benefit all DoD components, program offices, and business functional areas through:
– 50% Reduction in Time Expended for User Electronic Communications Management
– 75% Reduction in Status Reporting Process
– 29% Reduction in Total Ownership Costs
– 89% Reduction in Bandwidth UsageA test result: Post includes image, explanation, and discussion of test result
“The (Traction) solution provides a secure, low-cost alternative for centralizing daily communications in a web-based environment.”
DOD RAI-NC Liberty Project
Qualitative benefits summary (From May 2006 presentation to NARA by a Team Member):
– Ease of use, works like he web– New partners and members are brought up
to speed quickly– Manages project information in an
organized, searchable manner, accessible from any web connection
– Delivers the right information to the right people
– Minimizes information overflow– Filters content and manages use through
permission
Automated Email Summary Digest: Permission filtered, automated email summary Includes title and first paragraph of each new post or comment.
Global Bank – Good Ideas
• CIO “Innovation” Project– Global effort to collect,
evaluate and implement good ideas
– Build community amongst employees in 50+ countries
• Technical needs – Quick Deployment– Super simple– Invite comments and
ratings– Flexible search and export
to navigate and evaluate results
Idea form: Easy to fill out form with 8 category fields (e.g. urgency, potential, country, idea type…)
Global Bank – Good IdeasIdea & Comments: Idea is displayed with category labels. Threaded comments are encouraged
List of Ideas: Ideas display on Front Page with category and status
Global Bank – Good IdeasOutcome: Over 2500 ideas collected in 1 monthSearch, drill down discovery, and CSV export functions help find and process the gems
Results: 13 Projects funded, including permanent idea blog
Dynamic Search : by country, function, category, status, title, content and time
Category Drill Down: expand category groups to select and navigate
Ipsen – Competitive IntelligenceIpsen is a $1B global pharmaceutical
firm headquartered in France
CEO mandated effort to build a competitive Intelligence function
From Ipsen’s CIO, Thiery Barsalou:
CI is a Knowledge-intensive process with geographically and functionally distributed stakeholders, with different permissions, requiring strong communication and collaboration capabilities
The Intelligence Cycle
Direction & Planning
Dissemination
Analysis
Collection
Ipsen – Competitive Intelligence
20%
2%
43%
10%12% 13%
R&D Manufacturing Marketing Operations Management Bus Dev
Readership spans the globe…
…and the business functions
Ipsen – Competitive Intelligence
Results• Federated collection of 6 blogs hold over 3700 articles 640 comments• A community and repository for knowledge of the business environment• Deployed to 250 named accounts (Intranet, Extranet, email…), • Available to 3,500 employees (Intranet)• Dialogue around information is increasing (within the blog, and in meetings)• Contributed to making CI important to business decision making • Market-relevant communication is moving from email to the blogs • Best practice model for knowledge management and collaboration at Ipsen
Readership is consistent at 8,000 to 14,000 page views per month
0
2000
4000
6000
8000
10000
12000
14000
16000
Ipsen - Glossary
Front End: Dynamic title driven look up (e.g. “Adverse”), Full text search, Letter inde, Formatted view of definition, Comments, Print view, email out and export functions.
Glossary for R&D and Ops
– Need for common, accessible vocabulary used in submissions
– Common language set supports global collaboration
– External reference definitions stored with internal applied definition
– French and English terms are related
Ipsen - Glossary
Term Add Edit Form:With 4 fields for structure and formatting consistency
Audit Trail:Including additions, edits, erasures, emails sent, and more
Benefits:
– More accessible than former PDF based glossary docs
– Interface fit to the application, makes life easy for readers and admins
– Consistent presentation of terms– Journaling backend provides rich
audit trail
Enterprise Considerations
Support
• Not Optional
• Emergencies Happen
• Integration Issues Arise
• Development May Be Needed
• A Call Can Be Worth $1000s
Directory & Sign On Integration
• Not Optional• Not a Checkbox
– Directory Integration• Active Directory (users, groups, profiles)• LDAP (users, groups, profiles)• Hybrid (more than 1 of the above)
– Single Sign On• NTLM• SiteMinder
– All Directories Are Different• some work “out of the box”• some don’t, see slide on Support
Installation & Platform
• Server Platform Requirements– Hardware– OS– Database– Web Server
• Cost to Own– Installation– Management– Upgrades
• Understanding Enterprise Architecture Conflict– The Question: “Does it run on Oracle?”– Often Means: “We do not allow Microsoft SQL Server DB.”
Enterprise 2.0 Info Flow
• RSS/ATOM Feeds– Authenticated? Secure? Dynamic? Deep?
• Search Interfaces– Search Skin? Search Federation? Search Integration?
• Web Services– SOAP? XML-RPC?
• Notification– RSS? E-Mail? E-Mail Newsletter? IM?– Flexibility
• Widgets and Mashups– On the fly content inclusion (e.g. user profile from HR)?– And linking (e.g. invoice numbers to ERP)?
Enterprise BlogsThe web is organized by names
and direct links.
TimeTopic
Importance
Enterprise Blogs add:
• Time What’s happening now?
• Topic Indirect links and collections of indirect links, across spaces
• Importance human scalability– Driven by indication and inference
• Dynamic views (by any vector)
Permission
Overall: a link rich environment for communication, collaboration, and connection to other CM resources
• Permission filtered views
The role of Email• Email is a channel
– Not for Carbon Copy Collaboration
• On ramp for Communication• Off ramp for Notification• RSS client• One tool of many
Enterprise BlogSend Message Now
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