Crowdsourcing a Corporate Glossary and How to Govern it By Gary Liu

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

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The value of Enterprise Social Business

Challenges & Drivers

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Glossaries – A Chaotic Experience

EDB

RMS

ESS

SDF

CSAT

Accounting Glossary

HR Acronyms

Outsourcing Terms

Social Media Definitions

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The value of Enterprise Social Business

Unisys Solution Overview

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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. 13

Unipedia Screenshot: Homepage

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Unipedia Screenshot: Search

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Unipedia Screenshot: A-Z Index

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Unipedia Screenshot: Topic Page

© 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. 21

The value of Enterprise Social Business

Governance

© 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. 27

The value of Enterprise Social Business

Q&A

© 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

[email protected]

Gary Liu

Social Subject Matter Expert

Unified Social Business

@liugary

© 2014 Unisys Corporation. All rights reserved. 30

Connect with Unisys!

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Unisys Corporation: www.unisys.com

Unisys Unified Social Business:

http://www.unisys.com/usb

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Unisys Case Study Whitepaper:

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David Trowbridge V.P. Enterprise Social Business

972-629-4284

Email: [email protected]

@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

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