eCollaboration and Enterprise Content Management

1. eCollaboration and Enterprise Content Management Master Course in Information Systems, IS 904 Tero Päivärinta, prof., PhD University of Agder 20.8.2010

2. Agenda • 8.30 – 9.00 Practicing Live Meeting • for those without prev. experience • 9.00 – ca. 11.30 • Introduction & practicalities • Tero who? • Introduction of the participants • …asking help for research (Stefanie Hillen) • Course goals • Practical arrangements • Basic concepts & motivation for the field • More practicalities • Tasks for the afternoon (weekend) & next week

3. Päivärinta (= ’’Sunny side of the field”, ”Solbakken”) Finn, married, 3 kids PhD (Econ., information systems), Univ. of Jyväskylä 2001 ”A Genre-Based Approach to Developing Electronic Document Management in Organizations” Involving Metso, Honeywell, Fortum, etc. firms At UiA (& Norway) since Jan. 2002, prof. (kval.) Oct. 2007 StatoilHydro –research on eCollaboration since 2002 On Sabbatical in Aker Solutions until July 2009 Interests: ECM, eCollaboration, systems development, eDemocracy Mostly harmless & friendly Tero (Picture from Niagara Falls, 02)

4. Kristiansand… Your turn: (Please, mention also something about your relation to the concept of eCollaboration) http://team.eu.enet/sites/EcollaborationandECM/_layouts/people.aspx?MembershipGroupId=7

5. …A brief input to research • Stefanie Hillen introduces a research initiative • …please, fill in the (very brief) questionnaire • (one right now, one after the session) • can be downloaded from the research wiki site of eCoLearn • & fill in electronically – right now, please. • (also possible to fill in manually in the meeting room) • please, e-mail to tero.paivarinta@uia.no & stefanie.a.hillen@uia.no

6. Course • Content – goal to understand: • enterprise content management and e-collaboration (enterprise-wide), • other traditional as well as recent concepts of information management in relation to these (document management, information resources management, social computing, Web 2.0, Enterprise 2.0, enterprise portals, content taxonomies etc.). • alternative development and implementation approaches and technologies for ECM and E-collaboration • business cases • challenges / benefits of particular development approach.

7. Learning outcomes • Knowledge: • Recent ECM & eCollaboration technologies, development approaches, challenges – and trends (such as social computing, enterprise 2.0) • Abilities: • Structuring enterprise requirements for ECM & eCollaboration and reflecting them against the modern technologies • Creating business cases for ECM / E-Collaboration • Participating in development of enterprise-wide e-collaboration • group work • Learning to utilize a few eCollaboration tools effectively • MS Live Meeting, Wiki, Skype • …to function effectively in a virtual (global) team!

8. Materials See: Course Syllabus and the Wiki site in general • ECM • Mostly presented through articles (available on-line for participants) • eCollaboration • Munkvold: Implementing Collaboration Technologies in Industry (Springer, 03) – Acquire by yourself (tips how to acquire included…) • Social computing • Some articles + Tapscott & Williams: Wikinomics (Portfolio, 07) – Acquire by yourself • Case materials = book chapters / articles • To be assigned to each individual (Articles + Munkvold + Tapscott & Williams) • Presentation to be in the course wiki by each individual, presentation in LM • Read: • 2-3 articles for each weekly session, see the syllabus for suggested pre-readings • Lectures / interactive sessions • Tero ATTEMPTS to get foils done on Wed before the lecture, at latest… (Wiki) • Lectures recorded – intention to share through the web soon • Group work reports • To be saved to the course wiki by each group • Individual blogs / learning diaries

9. Program • (check the course syllabus)

10. Media for learning • Tero’s lectures • Mostly dull & old-fashioned foils, so limit the lectures to introduce the basic concepts /ideas • -> All (intellectual, (or dummy, if about the topic)) interruptions of Tero mostly welcome during the lectures! (I.e., -> DISCUSSION) • Group work – report & presentation: a problem setting of interest to Aker Solutions • A ”Collaboration” course => involves collaboration in practice • Self-learning: reflecting, presenting, reporting • Case analysis & presentation: article about an organization or technological idea (individually) • Make the presentation interesting for the others! • Learning diary – making explicity (at least a part of) the learning process • Exam, individual, 3-hour, on-line – forces one to read & follow ;-) • ”open book”, surely applied • Using eCollaboration tools by oneself to conduct the course • …& reflecting on that (the learning diary/blog!) • English -> learning to collaborate ”beyond Norway” • (in the exam, Norwegian answers allowed) • (hope that native English-speaking participants do not learn bad English…)

11. Practicing communication & collaboration • (See the genres of communication used in the course in the wiki) • go through where to get these tools… need for practicing? • list your skype address to the wiki site of participants!

12. Group work • 3- 4 persons per group • The report: 60% of the portfolio -> thus ca. 40-50% of the grade • Goal: to learn & develop useful knowledge about eCollaboration within a real-life organizational case, e.g. one of the following types: • analysis / recommendations for developing eCollaboration & content management as a field in a given target organization inside the target organization (current problems, challenges, possibilities -> development recommendations), • feasibility analysis of a new innovation or technology in the field of eCollaboration or content management for a given business area or organization, • a concrete implementation or prototyping task which concretizes challenges and benefits related to a new technology or idea, or • post-implementation evaluation of an already implemented solution to learn for the future (e.g. lessons learned if the solution at hand could/should be adopted elsewhere, benefits sought vs. benefits realized, risks realized, future development and related issues). • Topics may be suggested by the lecturer – but also ”own” topic suggestions welcome

13. Group work (2) • Criteria to evaluate • practical relevance of the topic, organizational situation (e.g. need for improvement, possibilities for innovation) • logic of argumentation for the recommendations & other statements, “points made” (answers to the “so what” –question) • (in excellent group works – positioning the work on the academic field of eCollaboration, e.g. through the pensum + possibly other additional sources found) • Clarity of reporting – does the message come through? • Group’s ability to reflect on their own work critically but constructively • Tool: -> Group contract • If done in a ”virtual team” (by at least two sites with reflections related to that in the diary) -> grading of the report very easily rounded ”upwards” • Presentation 30 min, each group also ”contructively criticizises” one other group’s report • (See the instructions)

14. Organizing the group work – group contract • GRPI –model • Goals – what is the common group goal? • Roles – who takes care of what? • Procedures – what rules apply? • Interpersonal issues – relations, feelings, questions between group members

15. Group contract (2) • Use some time in your group to discuss explicitly: • Structuring, organizing • Communication • Decision-making – how decisions take place? • Conflict-solving • Feedback • Ability for reflection, organizing • Norm-creation – where do norms come from? • Power & dominance

16. Group contract (3) • Make a document?! (2-3 sides?) • Team contract • Group’s goal (concerning the course) • Duties of each member – expectations from each? • How is group leading / facilitation organized? • ”Code of conduct” • Norms of behaviour, rules which apply (meetings etc.) • Communication preferences • When & how often, which media, how, etc. ? • …helps a lot to reflect on the learning about eCollaboration what happens on the way • Discussion: has Tero managed to establish anything like that for the course so far – why/why not? What lacks?

17. Learning diary • (see the instructions)

18. Case analysis • (see the instructions in the wiki)

19. Basic Concepts • Enterprise Content Management (ECM) • ”integrated enterprise-wide management of the life cycles of all forms of recorded information content and their metadata, organized according to corporate taxonomies and supported by appropriate technological and administrative infrastructures” Munkvold et al. 2006 • ”strategies, tools, processes, and skills an organization needs to manage its information assets over their life cycle – including assets such as documents, data, reports and web pages” (Smith and McKeen, 2003)

20. History – Content management • Archival/library science -> document management -> content management • Library of Alexandria (200 BC), medieval monasteries -> libraries • information retrieval • Records management (paper, microfiche etc.-> electronic records) • metadata, longevity, retention • Electronic document (file) management (1960-70s) • Relational databases (1960-70s) • technical separation from ”file management” • Structured documents (1980s) • e.g. SGML -> XML, granularity of content blurred from ”file” • (Web) content management (mid-1990s) • (Content) portals (2000) • unified access to all recorded information -> finally logically under the same ”umbrella”

21. Example: CM ”systems” in Statoil 2003 • Effective search and navigation depends on you knowing where the information is stored • The internet browser and Eureka • Start-meny and Active Desktop • Lotus Notes workspaces • Lotus Notes database catalogue • Citrix Program Neighborhood • Docmap and Virtual Library • Common and private disks • Earthweb, BoB Extranet • Internal Net Sites • 165 different formats in digital libraries and archives ..

22. How many ”content managementsystems” exists in an organizationfamiliar to you?Is content managed to a satisfactory extent?(If not, what would be the most ”interesting” areas?)Does it make sense to phraseECM this widely? Why, why not?

23. Major issues mentioned in connection to 48 ECM cases (Päivärinta & Munkvold 05)

24. Main objectives and desired impacts (of ECM) • improved internal & external collaboration • value-added / new customer services and products • reliability & quality of information content • modern/professional image of organization • efficiency, effectiveness, flexibility of work • meaningfulness of work • organizational memory • direct cost savings (info operations & facilities) • compliance to external regulations & standards • platforms & capabilities to develop targeted applications quickly

25. Basic concepts (2) • eCollaboration • ”global access to and the management of a common pool of digital assets used to collaborate, support work processes and share information between the company and their customers, employees and business partners” (Statoil eCollaboration strategy, 2002)

26. History – collaboration technologies • 1960s Stanford (Englebart) – first ideas of hypertext, word processing, data conferencing • ”Office automation” – early 1980s • Computer-supported cooperative work (CSCW) – 1984 • merger of telecommunication & computers • Since, a large number of technologies under varying labels • knowledge management, digital collaboration, eCollaboration, c-Commerce… • document-based systems / workflows early included also in the concept of eCollaboration

27. ”Time-space” matrix of collaboration technology Same time Different time Same place Different place Adapted from DeSanctis & Gallupe -87

28. Categories of eCollaboration Technologies • Communication • E-mail, IM, audio/videoconf. • Shared information space • Document mgmt, team/project rooms, data conferencing, application sharing, electronic bulletin boards • Meeting support • Electronic meeting systems • Coordination • Workflow mgmt, calendar & scheduling • Integrated products • Collaboration product suites, integrated team support packages, e-learning systems

29. Basic Concepts (3) • Social computing (a.k.a. Web 2.0, online communities) -”A large number of new [Web] applications and services that facilitate collective action and social interaction online with rich exchange of multimedia information and evolution of aggregate knowledge… Examples include blogs, wikis, social bookmarking, peer-to-peer networks, open source communities, photo and video sharing communities, and online business networks.” (Parameswaran & Whinston 07)

30. History of ”social computing” • Early on-line multi-player games 1970s, Zork (MIT, 1977) MUD (Multi-user dungeon, Essex UK, 1978) • WWW – CERN 1980s, early 1990s • ”Web 1.0 was all about connecting people. It was an interactive space, and I think Web 2.0 is of course a piece of jargon, nobody even knows what it means. If Web 2.0 for you is blogs and wikis, then that is people to people. But that was what the Web was supposed to be all along.” (Tim Berners-Lee) • Napster (1999-2001) – peer-to-peer MP3 sharing • The rest… applications on the WWW • ”collaboration”, social interaction, blurring fun & serious networking, outside the corporate boundaries • Enterprises started to interest in possibilities to utilize these technologies/ideas since the early 2000s

31. Basic Concepts Difficult to categorize? Examples. Social Computing eCollaboration 2nd life Telephone conferencing Facebook On-line meetings (LiveMeeting,Skype) Wikipedia WWW-games LinkedIn IM MSN Del.ici.ous Corporate WWW-site Extranet E-mail YouTube Corporate Wiki Calendar Corporate portal Blog TeamSite Document-based workflow Folksonomy Flickr Corporate taxonomy, metadata Data/Document storage Enterprise search Records management, archiving Enterprise Content Management

32. Why these altogether? • Tero’s line of argumentation: • ECM – basis for any serious information processing in the enterprise • …but ECM is providing limited value alone, unless adopted to support information utilization by groups (or even crowds) • organizational uses needs to be discussed together with eCollaboration in general • …while social computing innovations provide new opportunities for enterprises to utilize collaboration • …where information content often still needs to be managed, both content used as a basis & content resulting from this social computing. • I.e. The trend is that organizations need to utilize integrated information systems with elements of all of these. • numerous challenges

33. An important remark • This course is interested in the enterprise view on these ideas and technologies. • e.g. all of the ideas related to particular concepts or technologies need to have some significance or use for an enterprise • (e.g. Facebook’s importance for maintaining personal social connections is not per se in our interests, whereas it will be, if we can utilize it for a business purpose)

34. Discussion – how should this figure of ECM issues be updated for all of these three concepts to beintegrated in the enterprise? Are these issues ”enough” to be solved with regard to the all of these three areas? How do motivations to implement ECM, eColl, and Social computing co-incide? Do they fit to each other?

35. What should be added to these ECM objectives & desired impactsfrom the two other concepts? • improved internal & external collaboration • value-added / new customer services and products • reliability & quality of information content • modern/professional image of organization • efficiency, effectiveness, flexibility of work • meaningfulness of work • organizational memory • direct cost savings (info operations & facilities) • compliance to external regulations & standards • platforms & capabilities to develop targeted applications quickly

36. Summary • Three main concepts and their relationships • ECM, eCollaboration, Social computing • trend: ever-increasing integration • Motivations for improvements

37. Social computing eCollaboration ECM Summary (2) t

38. Task 2 for the afternoon: another brief questionnaire • …download Questionnaire 2 from the wiki research site • …and e-mail to tero.paivarinta@uia.no & stefanie.a.hillen@uia.no

39. Task 2 for the afternoon: Establish your learning diary (wiki/blog) • You need to establish your learning diary • either as a site in the course wiki • …or linking to a blog application of your own choice from the wiki page indexing the participants’ learning diaries • …so let us take a practical view how a wiki works • …and, please, do the your first reflections concerning the first course session in the wiki! • Compare your experiences e.g. in light of the article by Päivärinta & Munkvold (2010)… concerning the challenges to establish on-line learning in a corporation. • (obs! if you have no access to Fronter, where the article currently is, ask for a copy for that article from Tero) • …and we can download that article from the meeting space now… • (Tero will check that all participants have got the wiki site up on Friday&Monday & the reflections done)

40. Task(s) 2b for the afternoon / weekend • (if you do not have – acquire Skype) • list your skype address to the course wiki’s participant list • …and create your own skype group of the course participants in your skype client • over time – establish contact with all course participants (listed on the wiki site) – at least for the course time • Make sure that your contact info in Class Fronter is all right • when you get that info • …and register to the wiki & create your own wiki user page • as it is public, add such info which can be public…

41. Task 3: the coming week: initiate the groups • Begin to establish the groups • - requirement 3-4 persons, • preferably (at least partially) geographically distributed (geographically distributed groups get a bonus for the group report) • - contact people on the class on other sites!, with regard to establish a group. • As you have a group, establish a (first version of) wiki site to index materials for your group work • Reflect on Friday, how the group formation went as a collaborative task? • (and… remember to read the articles…)