Enteprise Blogs and Wikis – The KM 2.0 Path Jordan Frank TractionSoftware

1. Enteprise Blogs and Wikis – The KM 2.0 Path Jordan Frank www.TractionSoftware.com jfrank@tractionsoftware.com (401) 528-1145 Beyond blogs and wikis, there’s Traction

2. Getting Traction - Jon Udell About Traction Software, About Me • 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 July 2002

3. 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)

4. Why Blogs & Wikis

5. Two Words

6. Real Max: sakhalin huskie found via Wikipedia link Movie Max: siberian huskie found via Disney The Connector, a dog lover: http://smartpei.typepad.com/ robert_patersons_weblog The Expert (and an artist): http://www.babayaga.ca/ “8 Below”

7. Why Blogs & Wikis? They Work They Scale

8. Marshall McLuhan “I don’t know who discovered water, but it wasn’t a fish.”

9. Time Offers Context to History Doug Engelbart’s NLS (oNLine System a “hypertext journaling system”) first demonstrated in 1968 brought time to hypertext.

10. Time Offers Context to History Doug Engelbart’s NLS (oNLine System a “hypertext journaling system”) first demonstrated in 1968 brought time to hypertext.

11. Blogs bring Context to the Net ? www.blogpulse.com

12. 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

13. KM Works (Finally)

14. IDC Agrees Enterprise Blogs/Wikis From: Collaboration and Wikis and Blogs, Oh My! How Web Publishing Tools Could Change Collaboration - IDC, 2004, #32471

15. What are theseFour Letter Words?

16. What’s in a Word? BLOG WIKI BLOG BLOG BLOG BLOG BLOG WIKI BLOG WIKI BLOG BLOG BLOG WIKI WIKI BLOG WIKI BLOG WIKI BLOG WIKI WIKI WIKI WIKI WIKI

17. BLOG “Unedited voice of a single person” WIKI “Group voice, anyone can edit and anyone can read” Quasi-Religious?

18. BLOG Tacit WIKI Explicit KM?

19. 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. ” Dictionary (.com)?

20. BLOG Web (hypertext) Log (journal) WIKI Hawaiian for “quick” or “fast” Literal?

21. Practical System for easily posting, editing and managing web pages pertaining to a certain topic or purpose… WIKI • Displayed as a set of linked web pages BLOG • Displayed in time order …and usually including features like comments, categories, permalinks, RSS (or other notification features), trackbacks

22. Wikis (in the Enterprise) are Not • Readable by all • Editable by all • Encyclopedias

23. 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

24. Blogs (in the Enterprise) are Not • Personal Voice • Opinion • Conjecture • Blabbing • Distracting

25. The Mother of All Demos ? WIKI BLOG 1992 Towards High Performance Organizations: A Strategic Role for Groupware Engelbart’s 1968 demo showed three first time innovations: 1) NLS, a Hypertext Journaling System, 2) GUI, and 3) Mouse!

26. 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 Traditional approaches haven’t solved working communication problems Top down Knowledge Management is expensive and disappointing

27. Wiki Requirement ------------ ------------ ------------ Product Plan ------------- Requirement Requirement ----------------- ----------------- Requirement ------------ ------------ ------------ Organized by links and pages

28. Wiki Happens in Blog Timeline Requirement Requirement comments comments Action Proposal Idea comments comments Requirement Requirement comments comments

29. Market Intelligence Account Management Blog Timeline Spans Groups Product Development

30. Remember the Time Wall: One Way to Display a Timeline Is this a blog or a wiki?

31. Wiki Directory Document Blog Chronology Display Should be Up to You

32. 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

33. What is 2.0, Really and the KM 2.0 Path

34. From Silos To Services Web 2.0

35. Enterprise 2.0 Active Directory Search Interface ATOM • Web 2.0 + • Distributed services architecture • Global identity, local permission • Net-centric, standard interfaces • Correlated timelines • Permission filtered search SOAP LDAP Mobile Interface XML-RPC IM Notification

36. KM 2.0 CRM ERP WIKIS • Enterprise 2.0 + • Widgets in Weblogs and Wikis connect the dots • Links and flat, social & filtered taxonomy adds intelligence to information BLOGS CMS HRMS DMS

37. Enterprise Examples… • Management Consulting: IT Group • Non Profit Association: IJIS • DOD: CIO Funded Liberty Project • Finance: Global Bank • Pharmaceutical: Ipsen …Real Results

38. 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

39. IJIS Institute Traction powered IJIS website: Now easy to edit, also Includes Search, RSS, and member Login • 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!

40. 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

41. 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 theuse 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

42. DOD RAI-NC Liberty Project Opportunity 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 Usage A 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.”

43. 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.

44. Global Bank – Good Ideas Idea form: Easy to fill out form with 8 category fields (e.g. urgency, potential, country, idea type…) • 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

45. Global Bank – Good Ideas Idea & Comments: Idea is displayed with category labels. Threaded comments are encouraged List of Ideas: Ideas display on Front Page with category and status

46. Global Bank – Good Ideas Outcome: Over 2500 ideas collected in 1 month Search, drill down discovery, and CSV export functions help find and process the gems Results: 13 Projects funded, including permanent idea blog Category Drill Down: expand category groups to select and navigate Dynamic Search : by country, function, category, status, title, content and time

47. Collection Direction & Planning Analysis Dissemination Ipsen – Competitive Intelligence Ipsen 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

48. Ipsen – Competitive Intelligence Readership spans the globe… …and the business functions

49. 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

50. Ipsen - Glossary 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 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.