Web 2,0 for organizational Knowledge Management 2009

How can you use Web 2.0
for internal KM?
Innovation?
Collective
Intelligence?

Einat Shimoni
VP & Senior Analyst, STKI
www.einatstki.blogspot.com
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Disruptive Technologies

Social Software

how can it promote your business?
how can it improve internal collaboration?

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Knowledge Management –
The “traditional” approach

Full-Blown “enterprise” systems
Costly
Managed
Usually complex to use and not personalized
…“but it’s worth it for the good of the enterprise”
“Build them and they will come”

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Traditional KM Problems

• Built as stand-alone repositories, not
connected to everyday processes
• Bringing the right information to the right user
at the right time remains a challenge
• Categorization is problematic
• “We Built it and they still didn’t come”
• From lack of information ----
to Too much Information

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Web 2.0 Internal Impact:
The New Age KM

 A Cultural Attitude – user centricity
 A set of technologies – AJAX, RSS
 Best Practices for Collaboration – Blogs, Wikis,
Tagging, Communities

The Problems with Web 2.0-oriented KM:
hard to maintain consistency & quality,
overflow of information


Internal Blogs

Benefits:
• Capture of knowledge (Organizational memory)
• “Flattening” of the organization
• Top-management get direct feedback from
employees
• Expert blogs slowly develop into “communities of
practice” (CoPs)

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Internal Wikis
Internal Wikis examples:
 Enterpedia
 User manuals (employees and customers
contributions)
 Teamwork and communication
 Project Coordination and Management (people,
project summary, relevant documentation, client)
The result: fewer emails, project repository,
newcomers don’t “miss” anything

Example:
Dresdner’s IT department for documentation of a new S/W
project. Project-related e-mail volume decreased by 75%, meeting
times cut by 50%, wiki contains 2,000 pages and is widely used

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Web 2.0 Systems Definition

“Systems that harness network
effects to get better the more
people use them”
- Tim O’Reilly

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Web 2008: Wisdom of Crowds

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Web 2.0 for Internal KM:
Definitions
Wikis:
“A quick and simple method of building databases and
Internet sites in which the content is written, edited,
and reviewed by the surfers”.
Blogs: (short for Web log)
“A blog is a personal diary in which the blogger writes
posts that Internet surfers can read and usually also
respond to”.
RSS (Really Simple Syndication):
“RSS is an easy, effective, and low-cost tool for
collecting relevant sources of information and
providing users with links to the content of interest”.

Source: 10

Web 2.0 concepts, tools & examples

Source:
Ed Yourdon

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Web 2.0: User is at the center

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What is Web 3.0?

Source: Ed Yourdon
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Web 2.0 for Internal KM

 Hard to maintain consistency & quality
 Creates an overflow of information
 Unlike the web, no economies of scale for the
enterprise

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 Old model has largely failed
 Excellent practices for collaboration
 Wikis has proven very effective for project teams
 SNA (Social Network analysis) teach about informal
organizational structures

Source: Byeday 15

Main Differences

 Traditional KM: Expensive, IT-dependent, complex
Web 2.0 KM: Cheap, simple to set up, run and use
 Traditional KM: Top-Bottom, Centrally Managed, controlled
Web 2.0 KM: Bottom-up, decentralized, not “controlled”
 Traditional KM: “The larger the org - the harder it gets”
Web 2.0 KM: The larger – the more “searchable”

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Have organizations entered Enterprise 2.0*?
(Source: Cutter)

Planning Already
im plem entation launched
Not at all
7% 8%
33%
Early
Experim ents
18%

Gathering info
34%

A third of worldwide orgs are gathering info,
another third have started…
* Enterprise 2.0: The implementation of Web 2.0 for enterprise needs.
Doesn’t include client-facing initiatives 17


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Common problems

 Hard to turn employees into bloggers, taggers, wikiers?
Those who have the most valuable knowledge have the
least spare time
 Not for any purpose / any type of organization
 Determining the right degree of control is hard

The Problem:
Lack of information

Too much data!
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Recommendations
• Web 2.0 as Best Practices for knowledge sharing
Start with the existing communities
First step towards Blogs: track down experts!
Wiki: excellent for project-related content
Use tracking and monitoring
Invest in UI (make needed adjustments for
non-technical users)

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Information Systems
What about Systems that support Innovation?

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MEGA Application Trends:
The Applications “Mix”

• 70% - 90% of IT activities are about
infrastructure / commodity type activities
• What about innovation?

Source: Nicholas Carr
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Innovation Tools

http://www.innovationtools.com
• Idea generation & evaluation
• Supporting brainstorming
• Mind mapping

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How do you support Innovation?
(Source: Cutter IT survey 2008)

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Common problems
 Can you turn employees into bloggers, taggers, wiki-writers?
The ones who have the most valuable business knowledge
have the least spare time of all
 Creating information overflows, not “organized” enough
 Not for any purpose
 Not for any organization
 How “managed” should it be?


Recommendations

• Web 2.0 as Best Practices for knowledge sharing
Start with communities that are ALREADY
sharing today
First step towards Blogs: track down the experts!
Wiki: excellent tool for project-related content
Use tracking and monitoring to understand what’s
being used and what else is needed
Need to invest in UI (adjust it to the non-technical
user)

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Web 2,0 for organizational Knowledge Management 2009

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