Infotoday 2001 New York May 2001 Stephen Abram VP, Corporate Development Micromedia, IHS Canada, IHS Solutions

1. People Centric Approaches to KM Infotoday 2001 New York May 2001 Stephen Abram VP, Corporate Development Micromedia, IHS Canada, IHS Solutions

2. Demographics Continuous Learning The ecology is there now Why re-focus on people?

3. A particular problem for the public sector Retire & Hire Web Stress and Competency Strain The Golden Age 2000- Recession & Public Sector Cutbacks 1960-1978 1994-1999 1979-1994

4. A particular problem for the public sector Opportunity Mourned Past 2000- The GAP 1960-1978 1994-1999 Significant Discontinuity Fugeddaboudit & Gedoverit 1979-1994

5. We’ve seen this before • Tele-education • PBS • University of Toronto at Scarborough

6. Knowledge Transfer Processes Tacit Socialization: Water cooler, Conferences Capture: Write a report From Dissemination: Contribute to a repository Internalization: Form opinion of a report Explicit Tacit Explicit To

7. What’s important here? • People will need to learn - quickly • People will not be collocated and need learning at the point of need • Processes will need to adapt • Stuff will need to be invented • Innovations will need to occur • Knowledge, tacit, explicit and cultural - will need to be transferred - not just information

8. Knowing leads to . . .

9. Data Information Knowledge Behaviour Norm Form Transform Perform Transformational Librarianship Success

10. Your Partners • Product Information • Services Information • Marketing Collateral • Sales Tools • Promotions Channel Management Your Employees Your Prospects E-Commerce Knowledge Management • Corporate Information • Policies and Procedures • Project Information • Product / Services Information • Product Information • Services Information • Industry Information • Account Information CRM • Product Information • Services Information • Customer Care • Account Information Your Clients Content Driven E-Business Your Enterprise Content & Web Applications Managing the Content that Fuels your E-business nCompass Web Content Management

11. In 1999, more than 70 million people world-wide received some form of education on the Internet Over the next several years, training for virtually every professional job will be available over the Internet In 2000, corporate America is forecasted to spend $356 million on e-learning infrastructure software By 2003, the corporate e-learning market is expected to triple when 60% of U.S. corporations will have deployed a learning management system What Is E-Learning? The e-learning market encompasses education provided by the Internet:

12. Public policy developments in jurisdictions across North America and abroad are making massive investments in e-learning materials and markets Entire nations (like Norway and Taiwan), states and provinces (like Florida and Ontario), and education systems are reallocating learning investments into e-learning Total E-Learning Market Potential The business sector is not the only market investing in e-learning: “Education on the Internet is going to be so big, it’s going to make e-mail usage look like a rounding error.” –John Chambers

13. World-wide education expenditures are roughly $2 trillion: $780 billion in North America $66 billion in business education On-line training will reach $11.6 billion by 2003 In 1999, e-learning accounted for only $500 million in revenues out of the $96 billion for profit education market in the United States Of the $66 billion U.S. corporate training market: 75% of spending is on IT skills 25 % of spending is on “business skills” Corporate E-Learning Market Potential The corporate e-learning market represents one of the most explosive Internet spaces:

14. U.S. Corporate E-Learning Revenue by Content Area 1998–2003 (U.S. $Millions) Corporate E-Learning Market Potential (cont.) While the IT training market will continue to prosper, business skills or “soft skills” e-learning will account for more than 50% of the U.S. market by 2003:

15. Improved speed and effectiveness of the training process Ensured compliance with relevant industry education standards Heightened efficiency of supply chains through better product/service knowledge Improved communication among and retention of employees during the business transformation process The Benefits of Corporate E-Learning The corporate marketplace is rapidly adopting e-learning technologies because of the multitude of benefits it provides:

16. The Pillars of E-Learning For e-learning to achieve a massive scale, five variables must be offered by the provider: 1. Renewal of high quality and broad content 2. Multiple levels of accessibility 3. Interactivity between teacher and learner 4.Instant switching between individual and collaborative learning 5. Validating learning with marketplace currency

17. Why is this important to this session? • People will need to learn - quickly • People will not be in the same place and learning as needed • Stuff will need to be invented • Innovations will need to occur • Knowledge, tacit, explicit and cultural - will need to be transferred - not just information

18. What do collaboratories do? • This goes beyond chat rooms and videoconferences • Communities of interest • Communities of practice • e-Neighbourhoods • Distance education • Rich communication • Employee management

19. A few small, simple feature rich apps • Brainshark • http://www.brainshark.com • Presenter • http://www.presenter.com • DoTell • http://www.dotell.com

20. A few small, simple feature rich apps • Brainshark • http://www.brainshark.com • The E-Commerce Kaleidoscope: Emerging Opportunities for Libraries • http://www.brainshark.com/sla/abram

21. Distance education Training Conferences Speeches Homework helpers Virtual universities and their curricula Application training and certification Employee communication Board meetings Demonstrations Seminars Product updates and introductions Lectures Tours Research team collaboration Customer briefings Product rollout training Community building Donor communication and fundraising What can Collaboratories do?

22. Shared web browsing PowerPoint presentations Application sharing Content sharing Desktop sharing Streaming audio / video Shared whiteboard collaboration Real time polling Rich transcripts Multiple presenter support Dynamic session control and remote participation One-to-one, one-to-many and many-to-many Recording and playback Question management Program templates Management reporting eCommerce support What kinds of features do they offer?

23. Who is in this space? • Astound Conference Center - http://www.astound.com • Centra Symposium - http://www.centra.com/ • Evoke Communications (formerly Contigo i2i Internet Conferencing System) - http://vsnetcall.vstream.com/index.asp • Devlin Decision Room - http://www.decisionroom.com • Akamai Netpodium - http://www.akamai.com/ • Microsoft Windows NetMeeting - http://www.microsoft.com/windows/netmeeting

24. Who is in this space? • PlaceWare Web Conferencing - http://www.placeware.com • SneakerLabs iMeet - http://www.imeet.com • Visitalk - http://www.visitalk.com • WebEx - http://www.webex.com/ • Cisco Customer Contact Solutions (formerly WebLine) - http://www.cisco.com/warp/public/180/prod_plat/cust_cont/ • WebSentric Presentation.net - http://www.websentric.com/ • White Pine Software - CUSeeMe - http://www.cuseemeworld.com

25. Who are the early adopters? • Hewlett-Packard: customer information sharing • Fidelity Investments: information delivery • Lands' End: shopping • SmarterKids.com: personalized shopping • Trimark Investment Management: interaction with financial advisors and analysts • broadcast.com: sales meetings • MCI WorldCom: product demonstrations • APAC Customer Services: customer care and sales • Precision Response Corporation: customer care • VSI Holdings: call center and marketing • Prudential: training • Synet Service Corporation: marketing

26. Who are the early adopters? • Synet Service Corporation: marketing • Financial Relations Board: investor/client relations • Sterling Commerce: seminars • Ernst & Young: training mobile workforces • The Capital Connection: 4-day conference • Telescan: investor relations • @ctivate: broadcasting direct to clients • Visio: broadcasting to Web developers • Novell: preferred customer and premium reseller broadcasts • Symantec: customer communication

27. Who are the early adopters? • Great Plains: virtual training seminars • @Home: live training seminars • Charles Schwab: client information and analysis • Ingram Micro: training and new product information • Merrimac: online learning, testing, and certification • Honeywell: training, product development, customer presentations, and other internal strategic functions • GTE: investor relations • PBS Online: educating adult learners • Sun Microsystems: expert communication • Cisco Systems: sales training

28. Learning more . . . • PC Magazine Site: http://www.zdnet.com • “Real-Time Web Presentations” • “Presentations Over the Web” • December 17, 1999 • “Hosted Presentations: E-Meetings of the Mind” • “Hosted Presentations: Collaboration Leap” • Aug. 30, 1999 • Fortune Magazine Special Section • http://www.fortune.com/fortune/sections/ • Feb 7, 2000 Conference & Collaboration -

29. Learning more . . . • KM & eLearning Special Links • http://www.infotoday.com/il2000/abram • Fortune Magazine Special Section • http://www.fortune.com/fortune/sections/ • Special Section on eLearning

30. Call me anytime . . . Stephen Abram Vice President, Corporate Development IHS Canada, IHS Solutions, Micromedia Toronto, Ottawa, Denver, New York sabram@micromedia.on.ca 1-800-387-2689 ext. 2594