Following the January 12 earthquake in Haiti, US Southern Command was charged with coordinating the Department of Defense response in support of the US Agency for International Development, involving the relief efforts of military, government, and non-government organizations. A swift decision was made that the All Partners Access Network (APAN) would be the central communication hub throughout the response. Built on Telligent Community, APAN was launched the next day - a full 10 months ahead of schedule. This use of community technology in Haiti saved lives and transformed disaster relief forever. Join Telligent founder and CTO Rob Howard for a 60-minute webinar to learn how community and collaboration technologies were leveraged to coordinate the relief efforts of more than 300 different organizations. Howard will also show you how you can harness community technologies to collaborate across business units, autonomous organizations, global locations and time zones, and facilitate efficient exchange of critical information.

1. Housekeeping InformaFon – Session Starts at 11:00 AM CST
Audio Dial‐in:
• Call‐in toll‐free number (US/Canada): 1‐866‐469‐3239
• Call‐in toll number (US/Canada): 1‐650‐429‐3300
• Global call‐in numbers: hDp://bit.ly/bi1muF
• Access code: 806 156 855
Download the Customer Success Story
• Department of Defense’s APAN Leverages Community Technology to Aid in
Disaster Relief: hDp://bit.ly/ajDLRn
Watch the Video Overview
• Brief 3 minute overview of APAN’s use of Community Technology:
hDp://bit.ly/9uXUHC
Learn More About Telligent
• Enterprise collaboraYon and community soZware company
• www.telligent.com | sales@telligent.com | #telligent

2. How Governments are Harnessing the
Value of Community and CollaboraFve
Technologies: A HaiF Case Study
Rob Howard
CTO and Founder of Telligent
rhoward@telligent.com

3. Lessons from Hurricane Katrina
Unclear Responsibility
• Inter‐governmental (federal, state, and local)
• Cross‐sectoral (public, private and non‐profit)
Which Agency is/was responsible?
• Response network of such size and diversity
that it was inherently difficult to coordinate.
• More emergent actors, typically voluntary
actors from the private or non‐profit sectors,
are largely disconnected from network hubs,
and therefore struggle to coordinate with
other responders.
“Crisis managers need to do more to incorporate these actors
into the network before the disaster occurs.”
- Donald P. Moynihan

4. Applied to the HaiF Earthquake
Clear Responsibility
• The Obama administraYon
designated United States
Southern Command
(USSOUTHCOM) the de facto
"lead agency" in the US HaiYan
relief program.
Clear Mission
• Provide relief and care to more
than three million HaiYans
who were affected by the Jan.
12 earthquake.
• At the height of the mission's
iniYal response, more than
20,000 U.S. troops, 20 ships
and 130 aircraZ were in HaiY
to help.

5. USSOUTHCOM CoordinaFng Efforts within the Network
Who is All Partners Access Network (APAN)
• Unclassified web portals offering informaYon
exchange in a collaboraYve planning environment to
enhance partnership building, security cooperaYon Facilitate information-
sharing and collaboration
iniYaYves, humanitarian assistance, disaster relief, between DoD, non-DoD,
and event planning. U.S. Government, Non-
Governmental
Organizations and
International groups.
• APAN is hosted by Commander, US Pacific Command
(USPACOM) and was first developed in 1999.
Telligent’s Enterprise CollaboraFon and Community So[ware
• Telligent began work with USPACOM in 2008 to facilitate knowledge
management created in disaster relief efforts

6. Lots of Disconnected Support Needed in a Disaster
Water & Power &
CommunicaFon Food Fuel
Medical Search &
Shelter Coordination Rescue
Situation
Security Logistics
Assessment

7. Complex CoordinaFon and CollaboraFon Required
** Hundreds of organizations across the world responded

8. Power & SituaFon
Fuel Assessment
Medical
CoordinaFon
Water &
Food
Search &
Rescue
Shelter
LogisFcs
Communication Security

9. Integrated Community for all AcFviFes
CoordinaFon of:
• SituaYonal Awareness
• Search & Rescue
• LogisYcs
• Medical CoordinaYon
• Security
• Power& Fuel
• CommunicaYons
• Shelters
• Food & Water
Used by USSOUTHCOM operaYons center as their primary non‐
classified, non‐dot‐mil informaYon sharing and collaboraYon
planorm in support of OperaYon Unified Response.

10. “Social Technologies” were criFcal
Wiki’s used to
dissemination
information and
identify list of POC’s
in support of the
responder
community
Forums were the
PRIMARY
method for
collaboration &
coordination
(RFIs & RFA’s)

11. Over 3,500 Pictures Were Shared
The Market Places The Highways
Crime Spots

12. Community Lifecycle
On‐board Established Mature Mitosis
• Community is • RelaYonships • Community is • Larger sets of
highly within the self users tend to
dependent on membership supporYng seek smaller
founder base have • Member‐to‐ networks
parYcipaYon been members • The reverse
• Community established. interacYons effect of
members do • Less reliance developer Metcalfe’s law
not know how upon the early depth in their
to parYcipate experts relaYonships
Early in the community Established Clearly established ROI OZen the most
lifecycle it is very communiYes are much metrics – oZen unexpected behavior
difficult to measure or easier to measure and different than what was within a successful
determine ROI. ROI analysis is possible. originally anYcipated. community.
It is difficult to predict when a community will transiFon from one phase to the next.

13. Community Lifecycle Analysis
Analysis depends on the lifecycle of the community
• Only user engagement is consistently relevant
• CollaboraYon measurement is relevant only aZer on‐boarding has begun
On-Board Established Mature Mitosis
Listening
Collaboration
Support
User Types
Engagement

14. Measurement Framework
1. Objectives 2. Technology 3. Analysis
Monitor discussions and • Community Owned
Where Listening senYment in communiYes you • Community Run
manage and own. • 3rd Party
• Blogs, Wikis, etc.
Understand how people create,
What Collaboration share, and revise content.
• User Profiles
• Comments, Ratings
For support strategies, define a • Answer Rates
How Support set of KPIs for how support is • Popular Topics
managed. • Asker / Answerer
IdenYfy user types within the • Influential Users
Who User Types community: influencers, • Social Fingerprint
connectors, originators, etc. • User ranking
Apply tradiYonal web analyYcs • Combines Previous
Why Engagement concepts to social media • Engagement “View”
content. • Plus web analytics

15. Analyzing the Data Drives Real Power … and value
Engagement
AnalyFcs
Visitor Content
Analysis Analysis

16. Engagement Analysis
ObjecFve:
• IdenYfy expectaYons and usage paDerns.
RecommendaFons:
1. Start small and enable people to refer other
2. Publish valuable / relevant content within the community
Primary measurements:
• Web AnalyFcs: page views, logins, visitor frequency
• Users: acYve users per‐day, user registraYons, user senYment
Secondary measurements:
• User Surveys: 2‐3 quesYon user surveys to understand usage
• CollaboraFon: Popular content

17. Engagement Analysis Applied to HaiF
Findings PotenFal AcFons
PosiFve growth in user
adopFon, use, and Fme
invested on site
High percentage of
referring sites are from
within the government
Key search words show
users already know of the
site prior to conducFng a
search

18. Visitor Analysis Applied to HaiF
Findings PotenFal AcFons
The community is very
acFve with a high number
of repeat users (over 60%)
Clear set of influencers and
content originators can be
idenFfied

19. Content Analysis Applied to HaiF
Findings PotenFal AcFons
A high amount of
informaFon reuse in the
HaiF HA/DR community.
Each of the different
collaboraFon tools provide
unique insights into the
type of informaFon people
currently seek.

20. Why Telligent Worked for APAN
• Google
• In Relief Mapping • Support and adapt
• Disaster Management to government’s
System increased demand
• Bio‐surveillance and usage
Tracking) IntegraFon Scalability
AnalyFcs Reliability
• Understand usage
• Make appropriate • Negligible down
changes real Yme Yme
• Apply best pracYces for • Minimal latency
next disaster

21. What does disaster relief in
Haiti have in common with
selling computer hardware?
Both use Telligent’s
collaboration software to put
social technologies to work to
support their processes and
communication needs.

22. Support Community
Pla$orm not Applica/ons
Listen
Monitor conversaFons,
provide a listening post,
and parFcipate in the
conversaFons.
Engage
ApplicaFons that enable
Dell customers to engage
with the tool that fits the
job.
Measure
Use the data gleaned from
the community to improve
the experience through‐
out the customer
experience

23. …and More Data is Created Daily
“We clock up more new data every couple of weeks than
humanity made from its start unFl the year 2000”
‐‐ “Power in Numbers” by Quen3n Hardy, Forbes.com, May 24, 2010
Data storage, for once,
is not keeping up with
the pace.
IDC, Information Creation and Available Storage

24. The Economic Value of Knowledge
The relaFonal networks we create and the analysis of the data
within those networks is fundamental to enabling both finding
the informaFon we need and understanding the value of that
informaFon.
This is accomplished through
• RelaYonship Network (people)
• Knowledge used to accomplish the task (data)
• AnalyYcs (understanding the data)
IDC, Quantifying Enterprise Search

25. Web AnalyFcs
Web AnalyFcs Dashboards
What people expect from web tools
Where is Fme being spent on site? TradiFonal Page Views
Where, but not why. The language of ROI today

26. Engagement AnalyFcs – The New ROI
Drill Down into the Data
Explore and answer the “why”
Customer? Prospect? Expert? Visitor Analysis
Explore and answer the “why” Detailed insight. True engagement.

27. Summary
1. Technology’s role is to support the process (not the other way around)
• Coordinated efforts of 300+ groups
• Filled a communicaYon gap and enabled quicker response
2. Execute a clear strategy
• Capture informaYon and coordinate
• Learn from previous experiences
3. AnalyFcs is used to understand the data
• CollaboraYon tools help capture the informaYon
• AnalyYcs helps you understand the data

28. QuesFons and Follow‐up InformaFon
Download this PresentaFon
• Download an archived version of this presentaYon tomorrow:
hDp://bit.ly/dg44Uv
Download the Customer Success Story
• Department of Defense’s APAN Leverages Community Technology to Aid in
Disaster Relief: hDp://bit.ly/ajDLRn
Watch the Video Overview
• Brief 3 minute overview of APAN’s use of Community Technology:
hDp://bit.ly/9uXUHC
Learn more About Telligent
• Enterprise collaboraYon and community soZware company
• www.telligent.com | sales@telligent.com | #telligent

29. ©2010 Telligent Systems, Inc. All rights reserved. Telligent and its
symbol are registered trademarks or trademarks of Telligent Systems,
Inc. Other company and product names menYoned herein are property
of their respecYve owners. The contents of this publicaYon are subject
to change without noYficaYon and are the property of and cannot be
reproduced without the wriDen permission of Telligent . The contents
of this publicaYon are not a commitment by Telligent to provide the
features and benefits described.