Crowdsourcing a Corporate Glossary and How to Govern it By Gary Liu
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Enterprise Collaboration: Crowdsourcing and Governing a Corporate Glossary
Gary Liu J. Boye Web & Intranet Conference: Networked Knowledge In Action
May 8, 2014
J. Boye Web & Intranet Conference. Networked Knowledge in Action
© 2014 Unisys Corporation. All rights reserved. 2
About the Presenter
Gary is an enterprise social business subject matter expert within
Unisys’ Unified Social Business practice. He brings 15 years of IT
industry experience with the last eight focused on Knowledge
Management Practices and Enterprise Social Business
Transformation.
In his current role, Gary is responsible for the strategy, design,
implementation, training, adoption, and governance for several
internal Unisys Enterprise Social Business initiatives, including
social networking capabilities, driving the effectiveness and value
of the company’s strategic communities of practice, leveraging
socially-enabled incentive and recognition tools to drive
employee adoption and use, as well as other knowledge
management solutions.
Gary is a frequent blogger and conference presenter on
enterprise social business and knowledge management topics.
Gary Liu
Social Subject Matter Expert
Unified Social Business
@liugary
© 2014 Unisys Corporation. All rights reserved. 3
About Unisys
Unisys is a worldwide information technology
company with a rich history than spans 140 years.
We provide a portfolio of IT services, software, and
technology that solves critical problems for our clients,
focused on:
securing their operations
increasing the efficiency and utilization of their data
centers
enhancing support to their end users and
constituents
modernizing their enterprise infrastructures and
applications
deriving maximum value from social technologies
With approximately 23,500 employees, Unisys serves
commercial organizations and government agencies
throughout the world.
© 2014 Unisys Corporation. All rights reserved. 4
Content
• Unisys Enterprise Social Business Scope
• Challenges and Drivers
• Unisys Solution Overview
• Content Management Plan
• Governance Model
• Lessons Learned
• Q&A
• Contact Information
© 2014 Unisys Corporation. All rights reserved. 5
Unisys Enterprise Social Business Initiative
Collaborative Platforms (Intranet,
Extranet and .com)
Social Engine Customization
Search Architecture/Effectiveness
Mobility Platforms and Apps
External Market Channel
Federation
Unified Communications -
Real Time Presence and
Connection
Conferencing and
Collaboration
Video and Audio
Conferencing
Real-time Application and
Document Sharing
External UC Federation
Strategy
Vision and Road-mapping
Leadership/Stakeholder
Alignment
ROI and Business Impact
Culture Change and Employee
Engagement
Policy and Governance
Enterprise Social Networking
Employee Profile and Directory
Expertise Discovery
Microblog (Activity Feeds)
Collaborative Workspaces
Communities / Team Rooms
Enablement and Effectiveness
Presence &
Communications
Knowledge Management
Critical Knowledge Transfer
Sustainable Knowledge
Capture, Repurpose and Reuse
Enterprise Content Management
Enterprise Wiki
Video Center & Enablement
Connection &
Collaboration
Innovation
Idea Crowdsourcing
Idea Channeling to Innovation
Innovation Workshops
Culture & Employee
Empowerment
Infrastructure & Application
Modernization
Metrics and Measurement
Adoption and Use
Progress and ROI
Monitoring and Listening
Client and Employee Sentiment
Social Data Analytics
Human Resource Functions
Recruiting and Onboarding
Employee Learning/Development
Benefits and Self-managed Services
Marketing and Communications
Customer Service and Self-enabled
Support
Business Integration
© 2014 Unisys Corporation. All rights reserved. 6
Unisys Knowledge & Collaboration Ecosystem
Common Knowledge and Information Base
Social Tools and Search Engine Capabilities
Geographies Organizations
Communities Team Rooms
Profiles/
Presence
Unified
Comms
Video &
Mobility
Enterprise
Wiki
Ad-hoc Discussion Groups
Explicit Knowledge Repositories
Blogs Activity
Feeds
Our Enterprise Social Business Ecosystem speeds access to Knowledge and Expertise
Representative Knowledge Workers
Implicit Knowledge
Enterprise Collaborative Ecosystem
Search
© 2014 Unisys Corporation. All rights reserved
Knowledge Management Practices and Processes
© 2014 Unisys Corporation. All rights reserved
© 2014 Unisys Corporation. All rights reserved. 7
The value of Enterprise Social Business
Challenges & Drivers
© 2014 Unisys Corporation. All rights reserved. 8
Glossaries – A Chaotic Experience
EDB
RMS
ESS
SDF
CSAT
Accounting Glossary
HR Acronyms
Outsourcing Terms
Social Media Definitions
© 2014 Unisys Corporation. All rights reserved. 9
The value of Enterprise Social Business
Unisys Solution Overview
© 2014 Unisys Corporation. All rights reserved. 10
Unipedia – Unisys Wikipedia Consolidated Corporate Glossary
Accounting Glossary
HR Acronyms
Outsourcing Terms
Social Media Definitions
Unipedia
© 2014 Unisys Corporation. All rights reserved. 11
Authoritative Content
User-Generated
Content
Unipedia “Fitting Into” the Knowledge Landscape
Unipedia
© 2014 Unisys Corporation. All rights reserved. 12
Use Cases & Success Stories
Unipedia
Onboarding
Role Transitioning
Employee Crowd-
sourcing
Expert Vetting
Knowledge Transfer & Application
Knowledge Retention
from Exiting Employees
© 2014 Unisys Corporation. All rights reserved. 17
The value of Enterprise Social Business
Content Plan
© 2014 Unisys Corporation. All rights reserved. 18
Three-Pronged Approach
Consolidate Existing Content
Tops down Bottoms up, Crowdsourced
Categories (e.g. HR, Marketing, Finance)
Tags (e.g. tools, roles, benefits)
© 2014 Unisys Corporation. All rights reserved. 19
Tops Down Example: Human Resources
Human Resources
Benefits Employee Relations
Performance Management
HR Systems
Compensation
Learning & Development
© 2014 Unisys Corporation. All rights reserved. 20
Content Guidelines
Unipedia Content
Guidelines
Factual
Accurate
Current
Relevant
Top Five Things
To Know
Unisys Point of
View
© 2014 Unisys Corporation. All rights reserved. 22
Roles & Responsibilities
Roles Responsibilities
Category Owner Coordinates subject area activities, liaison
Senior Editor Provides editorial guidance and subject matter expertise
Page Owner Content stewardship, locks pages
Contributor Assists with content, spelling, grammar, punctuation,
formatting, hyperlinks, etc.
Unipedia Admin &
Support Team
Captures user feedback, implements enhancements, resolves
issues, provides training, generates analytics and reports
Unipedia Council Provides strategic direction and guidance
© 2014 Unisys Corporation. All rights reserved. 23
Editorial Process, Content Lifecycle
New Page Proper
Category Proper Owner
Proper Content, Tagging
Authori-tative
Content
© 2014 Unisys Corporation. All rights reserved. 24
Traffic, Content, and User Experience Metrics
Avg. Monthly Visitors
753
Cumulative Visitors
5,740
Authoritative
14%
Have Owner
27%
Tagged
32%
Categorized
42%
Defined
55%
Terms
4,991
Findability
TBD
User Satisfaction
TBD
© 2014 Unisys Corporation. All rights reserved. 25
The value of Enterprise Social Business
Lessons Learned
© 2014 Unisys Corporation. All rights reserved. 26
Lessons Learned
• Content
– Don’t boil the ocean
– Don’t wait until you have all the content
– Continuously refine taxonomy
• Governance
– Generate sense of ownership, build liaisons
– Embed with key processes
– Drive visible metrics
– Collect and respond to feedback iteratively
© 2014 Unisys Corporation. All rights reserved. 28
Externally, the success of our Unified Social Business Enterprise is widely recognized
Information Week Magazine has recognized Unisys at #2 in a list of the “Top Ten Social Business Leaders of 2013
Thank You!
Connect with Gary
gary.liu@unisys.com
Gary Liu
Social Subject Matter Expert
Unified Social Business
@liugary
© 2014 Unisys Corporation. All rights reserved. 30
Connect with Unisys!
Connect with us
View our latest videos
Read our latest Thought Leadership
Unisys Corporation: www.unisys.com
Unisys Unified Social Business:
http://www.unisys.com/usb
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with Daniel Kraft, CEO of Sitrion (formerly NewsGator)
The CIO of The Future – The CIO of the Future is an Integrator and Cultural Enabler: Coleman, CEO, Unisys
Gloria Burke Chief Knowledge Officer
215-274-1822
Email: gloria.burke@unisys.com
@gloriaburke
@GloriaBurke
Unisys Case Study Whitepaper:
A Holistic Approach to Enterprise Social Business
Transformation
David Trowbridge V.P. Enterprise Social Business
972-629-4284
Email: david.Trowbridge@unisys.com
@dntrowbridge
DavidTrowbridge @unisycorp
Blogs:
Socially Enabling Customer Service and Support – John Knab
Gaining Insight into Your Enterprise Social Network – John Knab
Communities: The Hub of Social Collaboration – Gloria Burke
Unisys Unified Social Business
@unisyssocialbiz
© 2014 Unisys Corporation. All rights reserved
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