Using social media to harness knowledge within an organisation: Addressing the challenges Keith De La Rue AcKnowledge Consulting Friday, 15 August 2008
Jan 13, 2015
Using social media to harness knowledge within an organisation: Addressing the challenges
Using social media to harness knowledge within an organisation: Addressing the challenges
Keith De La RueAcKnowledge Consulting
Keith De La RueAcKnowledge Consulting
Friday, 15 August 2008Friday, 15 August 2008
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Outline Understanding the social media revolution
Where are we, and where are we going? Understanding the tools in a business
context Fundamentals
The power of social networking, people & trust Harnessing Web 2.0 for results Challenges, benefits and risks
The IT challenge Gaining the benefits
Understanding the social media revolutionUnderstanding the social media revolution
Where are we, and where are we going?Where are we, and where are we going?
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Be afraid, be very afraid…“…with the advent of …social software, suddenly highly savvy networks of people are springing up in their millions. They’re talking to each other. With or without your With or without your permissionpermission”
Hugh McLeod – http://www.gapingvoid.com/
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Discontinuous change Many technology improvements have
been gradual There have also been times of dramatic
change The transistor Integrated circuits Internet WWW Social media…
How much change?
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A change in perspective Is the future just an
extension of the past?
How much are we like Holland?
Do you remember South Wales?
No longer part of the “old country”
A new territory
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What is a PC? Number Processor = “Calculator” Word Processor = “Typewriter” Media Processor = “TV” => A modelling machine Access to the world Access to people
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What is an Intranet? Originally – a terminal network for system
access Now – PCs, Internet tools inside the
organisation News and information services Policies and procedures Directories and organisational structure Document repository Online learning Portals Now?
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What is corporate communication? Many traditional tools are one-way
“Push” – eg, newsletters “Pull” – eg, document libraries
Intranets make richer media available Some still one-way
Newer technologies provide richer interaction
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What is the economy? An economy of scarcity
IP must be protected at all costs Win-lose
An economy of abundance Knowledge must be shared at all costs Win-win
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Who controls the Intranet? IT Information Services Internal Comms Learning Centralised/decentralised An important consideration…
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Discontinuous change Your view of all this determines how you
see today’s world and Intranet 2.0… “Did you know?”
http://thefischbowl.blogspot.com/2007/06/did-you-know-20.html
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Social computing“Social computing requires a mind-shift from previous ways of doing business and requires high levels of trust and confidence from those engaging in it. How you communicate your intentions and encourage take up is crucial”
Euan Semple, http://www.euansemple.com/
Social MediaSocial Media
Understanding the tools in a business contextUnderstanding the tools in a business context
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Web 2.0 Move from 1:many to many:many Definitive products:
Web 1.0 – Netscape, system-dependent Web 2.0 – Google, ubiquitous
Move from hierarchies to networks Move from online brochures to
interaction The rise of prosumers
Intranet 2.0 – Enterprise 2.0 “SMIF” – Social Media Inside the Firewall
(Andrew Mitchell)Tim O’Reilly - http://tim.oreilly.com/
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The new world Blogs, wikis, RSS and more… Push and pull boundaries blurred Opens up the organisation Complex media for a complex
environment Requires a new way of thinking Most software low-cost or free
But challenging for corporate IT!
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Your challenge Which of these would be useful in
your organisation? What would the benefit be? Who would see the benefit? If you are already using them, how can
they be improved?
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Every blog has its day Web log = a diary on steroids
Can include text, images, multimedia Originally a single author, personal diary
Can be shared authorship; dialogue through comments
Chronological organisation; more permanent Edited anywhere, online Cheap – open source or commercial
WordPress, Movable Type, Typepad “Blogs are useless drivel”?
Might as well say “Paper is useless”
http://www.nowwearetalking.com.au/
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Blogs in internal comms Use to build a community or dialogue
Is blogging the new water-cooler? Knowledge sharing - and opinions!
Need something to say, time to update Needs trust, not control CEO “chat” Disney cable – “Shiftlog”
Global technical operators US University library
News, event management, facility use End of the “typing pool” paradigm?
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Tags Simple categories or key words User-defined - “Folksonomy” Each item can have multiple tags Commonly used in blogs Introduced to email by Gmail Used by Flickr to tag images Can use to generate a “tag cloud” Del.icio.us – social book-marking
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Tags and taxonomy A taxonomy is like a concrete footpath
Not frequently changed Tags are more like tracks in the grass
More worn the more they are used What is the best thing to do with grass
tracks?
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RSS – ‘Real Simple Syndication’ Web feed of blog or other content
News feeds User-defined subscription
Can reduce email network load Users establish their own priorities!Users establish their own priorities! Needs a “feed-reader” or aggregator
Built in to IE 7, Firefox, Office 2007 Tools available to convert to email No user software installation
http://http://www.google.com/www.google.com/ig/ig/
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Podcasting A pre-recorded audio program or
message Allows portability, time-shifting Caters to different learning styles So what’s new?
Simple software and devices Anyone can produce RSS feeds
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Videocasting YouTube and the “home video”
revolution
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Online forums Allows all users to post articles Content pushed by email or browsed All users are equal
(But some are more equal than others!) May be moderated
Otherwise, may get out of control – flames, storms
Excellent medium for sharing Serves a Community of Practice Broader range of input and views than
blogs
http://www.actkm.org/
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Wikis An online reference source, edited by users "Wiki-wiki" = "hurry quick" (Hawaiian)
Quick to set-up, and supports rapid development
Easy online editing Includes author comments and discussion Lowers barriers to participation
Readily-available software Vulnerability?
“iStore” experience Reliability?
Wikipedia…
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Wikipedia Encyclopaedia Britannica vs Wikipedia
December 2005 Nature magazine’s nature.com comparison
“Can multiple, unpaid editors match paid professionals for accuracy?”
50 parallel reviews of articles from each Eight serious errors, four from each Other errors: Wikipedia 162, Britannica 123
Disputed by Britannica; defended by Nature
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Wikis in organisations Good for experts to build a body of
knowledge Needs encouragement for input
Or critical mass? Jimmy Wales – “5 to 10 dedicated people”
NAB – Training group collaboration On an externalexternal site…
US Government Enterprise Architecture Conference management - end-to-end Telstra – Project Management for Online
team Email replacement – “Socialtext”
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Our Intranet, the Wiki Janssen-Cilag 300 employees, Australia & NZ Launch budget $11,000 Uses Confluence by Atlassian
Directory integration, attachments Started with pilot on office relocation After 12 months, 184 contributors Content ownership key!
•Nathan Wallace - http://www.e-gineer.com/v2/blog/2007/08/our-intranet-wiki-case-study-of-wiki.htm
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Connecting people Expertise location Social Network Analysis Use “connectors”
Lend Lease “iKonnect” model Add-on to directories
Add expertise, networks IBM “Blue Pages”
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Instant Messaging Managing “presence” across
geographically-separated teams Collaboration Group messages Faster than a speeding email? Mobility applications
SMS
http://twitter.com/kdelaruehttp://twitter.com/kdelarue
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Twitter 140-character messages “Microblogging” “Group proprioception”
“The ability to sense the position, location, orientation and movement of the body and its parts”
“If only most companies realised the treasure trove of expertise and information that their employees would be able to access if they encouraged the use of such services”
Shane Goldberg, Telstra
http://www.facebook.com/profile.php?id=625634789
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Online communities Value
MySpace; $580 million LinkedIn: $1 billion Facebook: $15 billion
Some organisations were blockingblocking Facebook
Some organisations are usingusing Facebook Deloitte has over 17,000 members Directory, expertise location Promoting events Use to build or share apps
http://secondlife.com/
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Virtual Worlds 3D representations of real or imagined
landscapes Members use “avatars”
Second Life Public spaces and private spaces available ABC and BigPond use externally
Supports use for organisational training IBM Tertiary institutions Mixed results
http://www.telstraenterprise.com/http://www.telstraenterprise.com/
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Leveraging the community Using viral marketing techniques
Build it and they will come? … so long as it is fun or interesting
Let your market spread the word “Big Beer” ad Danish traffic authority
“Speed control bikini bandits” http://delarue.net/blog/2007/06/get-used-to-http://delarue.net/blog/2007/06/get-used-to-
21c/21c/ Can you use this inside the organisation?Can you use this inside the organisation?
Why not?Why not?
The fundamentalsThe fundamentals
The power of social networking, people & trustThe power of social networking, people & trust
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Trust - the critical factor Organisations must be prepared to trust
staff Management must be open Security and confidentiality must
not not be used as an smokescreen… Outcomes may not be direct or
obvious in advance Recognition that management
do not have a monopoly on ideas…
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Why social media? Enhances face-to-face networks Increases personal connections between
staff RSS allows consumers to establish own
priorities Push and Pull concepts less clear
Supports rapid changes in priorities Relevant info is distributed more quickly Creates an information base over time May take time Not for everyone?
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Know your audience Identify and understand target audiences
Know the culture Natural tendency to share Role and functions Geographical diversity Access to technology Affinity for technology
Know how to cater to needs of each audience
Build tools to meet the needs
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Building a social community Must be a reason to share “Community of practice”
It’s the practicepractice that’s important “I am a…”
Provide rewards and recognition But must be carefully targeted
Regular, focussed communication Build in help and training
Mentoring more important than direction
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Who drives change? “The primary driver of employee
engagement is opening up decision opening up decision makingmaking”
John Smythe – Engage for Change Power sharing – leader a guide, not a god Command & control does not fit
knowledge age McKinsey research, many case studies Architect engagement interventions
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Creativity“Individual creativity is a critical element ofproductivity, efficiency and work quality intoday’s complex work in organisations”
Teresa Amabile, Harvard Business School
“The challenges that arise in developing a new idea… provide the workforce with high levels of mental stimulation, problem-solving, employee-engagement and, thus, personal growth”
Edmund Phelps, Wall Street Journal
http://delarue.net/blog/2007/02/making-people-creative/http://delarue.net/blog/2007/02/making-people-creative/
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Wikinomics – harnessing prosumers More than “customisation”
Too limited; need early engagement in design Losing control
Let customers make own innovations, or they leave
Better than ceding the game completely Become a peer
Don’t make products, innovate ecosystems Share the fruits
Customers want a share of the ownership Eg – Second Life
Don Tapscott & Anthony D Williams
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Principles for social media TrustTrust - you don’t need to control
everything Understand your communities Anticipate needs not yet fully articulated
by your audience Don’t let the security police put you off Don’t get stuck with the conventional
wisdom Experiment!
Harnessing Web 2.0Harnessing Web 2.0
Getting the resultsGetting the results
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Social Media “Social media has enabled me to feel
ahead, not behind as I return to work after 2nd baby”
Serena Joyner (on Twitter) Personal development Virtual “water-cooler”
Looser network, thought leaders “Warmer” than listserve
“In” a network, not “on” a platform “Tool transparency”
http://serendipitousconnections.wordpress.com/http://serendipitousconnections.wordpress.com/
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Social Media(2) Meeting of minds
Online meetings have led to rich personal meetings
Mentoring and skill development Offshore mentors within company Inside and outside firewall
Building confidence in writing Led to contributing to book
Change from hoarding to sharing Greater success for organisation
http://blog.wonderwebby.com/http://blog.wonderwebby.com/
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So who does it? Intranet Dashboard survey, May 07
50% of Australian companiesinterested in social networking, but not yet using
26% had begun a trial or using Forester, June 08
“Social Networks will Augment HR Strategies” Recruiting, alumni programs, mentoring,
learning, collaboration, and connecting people “Professional networks are the backbone of
business”
http://blog.connectbeam.com/blog/2008/06/forrester-repor.htmlhttp://blog.connectbeam.com/blog/2008/06/forrester-repor.html
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Royal Bank of Canada Intranet 70,000 staff - only 1% reading printed
comms Largest share of costs 91% preferred online
Developed INsite – online newsletter Driven by regular feedback from staff Debates, suggestions, content rating, polls Virtual editorial board of 300 staff
Saved over A$340k pa in 18 months Increased staff engagement significantly
http://www.melcrum.com/
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Social Media Manager, BT Decentralised Intranet, 100% accessible “Encouraging every employee to believe
they can make a difference” Social networks included in Business Drivers BTpedia, blogging, collaboration, podcasting Social networking – do, create, innovate,
change Focus on value, not risk Start early, start small, build slowly
Richard Dennisonhttp://www.slideshare.net/InsideOut/international-employee-communications-summit-2008http://www.slideshare.net/InsideOut/international-employee-communications-summit-2008
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Twitter for news and info “NASA confirms there is water on Mars”
Via Twitter News out much faster than conventional
media Searchable content “… actually becoming an essential part
of my information-sourcing activities, which are critical to my role”
Shane Goldberg, Telstra
http://search.twitter.com/search?q=water+marshttp://search.twitter.com/search?q=water+mars
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Twitter for collaboration “Twebinar” Web-based seminar = “Webinar” Add Twitter for participant collaboration Presentation + collaboration Removes geographical boundaries
Can also be used within a room Ask questions Gains peer-to-peer sharing benefit Conversations before, during and after
http://www.twebinar.com/http://www.twebinar.com/
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The inductee How do connected Gen Y round pegs
fit into the organisational square hole? … they probably feel that their
arms and legs are being cut off! Imagine if you were not “allowed” to use
email! “People want to use their favourite
technologies at work. They're satisfying themselves and not waiting for IT”
Dennis Moore, SAP
Yahoo! News – 19 June 2007
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http://delarue.net/blog/2008/03/found-car/http://delarue.net/blog/2008/03/found-car/
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Which ones fit? Combine
Producer/Consumer boundaries blurred Set the agenda with blog articles Improve engagement through online
discussion Use podcasts for key announcements Leverage expertise sharing with wikis
Encourage sharing and connection Break down the walls of the Ivory Tower It’s up to you…It’s up to you…
Challenges, benefits and risksChallenges, benefits and risks
Gaining the benefitsGaining the benefits
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Implementation and availability Software readily available
Free or low-cost “Failure” not a financial loss
Hosted or DIY sites readily available May be IT issues
Compatibility with existing systems Firewall issues “Skunkworks”
Content can be edited anywhere, with no software install
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Expect questions Don’t we have collaboration tools
already? Will these tools lead to collaboration? Aren’t these just fads? What about security? Can we trust our people? How do they fit in with our architecture? Won’t these tools confuse people? How will we manage all this content?
Matt Moore - http://engineerswithoutfears.blogspot.com/ http://engineerswithoutfears.blogspot.com/
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The home-baked approach IBM building in-house versions
Blue Twit – twitter Beehive - Facebook Dogear - Del.icio.us (favourite sharing)
Beehive has 30,000 users (May 2008) Including top executives
Assist with geographically dispersed teams Strengthen staff ties Aid with knowledge sharing and innovation
http://www.businessweek.com/magazine/content/08_22/b4086056643442.htmhttp://www.businessweek.com/magazine/content/08_22/b4086056643442.htm
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Stepping outside… Training group collaborating on an
external wiki Facebook as a corporate expertise
directory Private network – for free Brian Lehrer, WNYC, 27 Aug 07
What is the cost of people working What is the cost of people working in isolation?in isolation?
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Measurement & ROI What do you measure?
Traditional measures of usage, views and participation
The 100/10/1 rule (1 to set up, 10 involved, 100 consume) Application of social network analysis
How do we show value? The “I” should be low Productivity gains & reduced email load Impact on the bottom line?
Matt Moore - http://engineerswithoutfears.blogspot.com/ http://engineerswithoutfears.blogspot.com/
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The security issue Security cancan be a real issue Security can also be a smokescreen
Hiding knowledge hoarding The “Ivory Tower” syndrome “You can’t trust a sales person to
understand…” “There is no secret knowledge!”
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The risk of information leakage? Can lead to a “clamp-down” on info
sharing This can lead to disengaged,
disempowered staff “Rebellion” can follow This can lead to a risk of information
leakage… The importance of trusttrust
http://shugg.wordpress.com/2008/06/15/communication-scary/http://shugg.wordpress.com/2008/06/15/communication-scary/
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The benefits of social media Engaged staff - people feel “heard” Better, quicker staff access to needed
information More benefits from knowledge sharing Organisational access to staff knowledge
and ideas Easier to find right people quickly Innovation much more rapid Personal ties lead to staff retention Improve connections across geography
Thank You!Thank You!
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[email protected] +61 418 51 7676
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