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Corporate Knowledge Management in a Web 2.0 World

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Learn how companies are successfully using Web 2.0 online community and social networking tools to facilitate knowledge management. This webinar will focus on the benefits to the enterprise of social networking systems that:

- Improve work quality
- Preserve informal knowledge; access internal expertise
- Reduce legal exposure

We will discuss how social networks are being used, with an emphasis on specific case studies, and will touch on these important considerations:

- What Web 2.0 tools make sense for the enterprise?
- What are special implementation issues for new tools in the enterprise?
- How do social networks affect corporate performance?

Featured Speaker from Fireman's Fund: The featured speaker for both of these webinars is Abigail Shaw. Abby has been working on the issues of web-facing knowledge management for Fireman’s Fund Insurance for nine years. Her experience there spans the development and maintenance of an enterprise intranet, the implementation of a variety of content management systems, overhauls of public websites and extranets, a podcasting program, on-demand video, and consulting with internal customers on very specific knowledge management programs and problems. She is currently Director, External Websites, but for five years her title was simply Infomaster. She has spoken at many industry conferences, including KMWorld’s.

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Corporate Knowledge Management in a Web 2.0 World

  1. 1. Corporate Knowledge Management in a Web 2.0 World Benefits of New Developments Tools, Implementation, Impact
  2. 2. Introductions <ul><li>Abby Shaw, Web Channel Management, Fireman’s Fund Insurance Company. Fireman’s Fund’s insurance products are tailored for specific communities. </li></ul><ul><ul><li>Eight years ago, Fireman’s Fund developed a Portal intranet strategy and now uses distributed publishing and user-generated content to maintain the resource. </li></ul></ul><ul><ul><li>Fireman’s Fund has maintained 24 policyholder Portal Communities for over five years. </li></ul></ul><ul><ul><li>Our team is now proposing and implementing Web 2.0 extensions. </li></ul></ul><ul><li>Christopher Dworin, Vice President of Business Development, GoLightly, Inc. GoLightly provides a secure, online community and collaboration platform for enterprise and associations. </li></ul>
  3. 3. Has Web 2.0 Changed Knowledge Management? <ul><li>Yes: </li></ul><ul><li>Forrester Research, in the environment of Social Computing: “ Don’t manage, facilitate .” </li></ul><ul><li>High-value knowledge now seen in workers’ brains , desktop files , conversations – flatter and broader scope </li></ul><ul><li>“ Social Computing” tools reduce overhead of knowledge management – capture , catalog , and distribute elements of KM can be part of ordinary work activities </li></ul>
  4. 4. What’s the Web 2.0 World? <ul><li>Laundry List of Elements : </li></ul><ul><ul><li>Blogs </li></ul></ul><ul><ul><li>Wikis </li></ul></ul><ul><ul><li>User comments </li></ul></ul><ul><ul><li>Discussions </li></ul></ul><ul><ul><li>Rating and ranking </li></ul></ul><ul><ul><li>Community contact tools </li></ul></ul><ul><ul><li>File sharing, shared libraries </li></ul></ul><ul><ul><li>Federated search </li></ul></ul><ul><ul><li>Mashups </li></ul></ul><ul><li>Better : Participating Community of Interest </li></ul>Box of Nails Pile of Lumber A House
  5. 5. Evolution Publishes Reads Searches Watches Web 1.0 Manages Content
  6. 6. Evolution Website Web 2.0 Facilitates Contributions
  7. 7. Justify Your Purchases <ul><li>The list-makers, edge seekers, vendors, may push for technology investments in Web 2.0 tools just because they’re new. </li></ul><ul><li>Any successful implementation will revolve around a new business benefit to a community of interest. </li></ul>
  8. 8. Social Networking : User-contributed content Integrated content resources Content linked to contributor Reputation/ranking engine Standard Intranet : Centralized publishing Feeds Online Tools Multiple Groups Company News, Gossip, Alerts Directory + Ratings = Expertise Locator User-Generated Library Community Discussion and Commentary: Sharing Expertise Roadmap to Company Resources Corporate Reference Material Community of Interest: Member Directory Search Subscriptions Search e-mail list integration
  9. 9. Benefits of Web 2.0 Developments <ul><li>Benefits must speak to known business gaps </li></ul><ul><li>Use process analysis to uncover inefficiencies </li></ul><ul><li>Use legal staff to calculate compliance risks </li></ul><ul><li>You need hard business benefits to justify and position new technology </li></ul>
  10. 10. <ul><li>Improve employee access to employee expertise </li></ul><ul><li>Improve quality and usefulness of online content </li></ul><ul><li>Search tools speed time from question to answer </li></ul>Improve Work Quality and Cycle Time
  11. 11. Employee Engagement and Retention <ul><li>Add rewarding social elements to knowledge management </li></ul><ul><li>Key employee retention, through peer recognition using “reputation” engines </li></ul><ul><li>Facilitate Informal knowledge transfer which is 80% of professional training </li></ul>
  12. 12. Corporate Compliance <ul><li>Reduce Security Exposure </li></ul><ul><li>Reduce Legal Exposure </li></ul>
  13. 13. Common Concerns <ul><li>Will the employees participate? </li></ul><ul><li>How do I handle resistance? </li></ul><ul><li>Will the discussion focus on business? </li></ul><ul><li>Can we document a hard-dollar benefit? </li></ul><ul><li>What tools should we use? </li></ul><ul><li>How much is this going to cost? </li></ul>
  14. 14. Impact <ul><li>Business success </li></ul><ul><li>Retention of valued employees, intellectual capital </li></ul><ul><li>Reduced legal exposure </li></ul><ul><li>Readiness for future evolution – Corporate nets are slow echoes of market-driven, public nets… </li></ul>
  15. 15. Online Community Platform <ul><li>Build vs Buy </li></ul><ul><li>Key considerations: </li></ul><ul><ul><li>Integrated Platform </li></ul></ul><ul><ul><li>Tested Systems </li></ul></ul><ul><ul><li>Flexibility </li></ul></ul><ul><ul><li>Ease of Use </li></ul></ul><ul><ul><li>Integration with databases & systems </li></ul></ul>
  16. 17. GoLightly Webinars <ul><li>GoLightly is offering a series of webinars (register at www.golightly.com/webinars ) </li></ul><ul><ul><li>Bringing Online Community into the Enterprise – Practical Guidelines </li></ul></ul><ul><ul><li>Tour of GoLightly Tools </li></ul></ul><ul><ul><li>10 Tactics for Building Online Community </li></ul></ul><ul><ul><li>Online Community for Associations </li></ul></ul>
  17. 18. GoLightly Contact Info <ul><li>For further information about GoLightly’s Online Community and Collaboration Platform, please contact: </li></ul><ul><li>Christopher Dworin </li></ul><ul><li>VP, Business Development </li></ul><ul><li>415-847-7555 </li></ul><ul><li>[email_address] </li></ul><ul><li>Thanks for participating! </li></ul>