Enteprise Blogs and Wikis – The KM 2.0 Path

Jordan Frankwww.TractionSoftware.comjfrank@tractionsoftware.com

(401) 528-1145

Beyond blogs and wikis, there’s Traction

• The Leading “Enterprise Blog” Platform– Founded in 1996– Current release 3.7

• Funded: 2000 and 2002– by In-Q-Tel (Venture arm of the CIA)– Slater Interactive and private investors

• Customer Leadership– US Air Force & Navy, DOJ, In-Q-Tel– State of CT CIO, State of TX Health– 4 of the top 15 Pharmaceutical firms– 14 of the Global 100

• Deployments with • Small groups to 1000s of users• 100s to 100s of 1000s of posts

• Black belt blogger? – Read mine at: www.tractionsoftware.com

About Traction Software, About Me

Getting Traction - Jon Udell

July 2002

Agenda

• Why Blogs & Wikis?

• What are these 4 letter words?

• What is 2.0? and the KM 2.0 Path.

• Real examples, real results.

• Q&A

• Enterprise Considerations (if we get there)

Why Blogs & Wikis

Two Words

“8 Below”

The Expert (and an artist):http://www.babayaga.ca/

Movie Max:

siberian huskiefound via Disney

Real Max:

sakhalin huskiefound via Wikipedia link

The Connector, a dog lover:http://smartpei.typepad.com/robert_patersons_weblog

Why Blogs & Wikis?

They Work

They Scale

Marshall McLuhan

“I don’t know who discovered water, but it wasn’t a fish.”

Time Offers Context to History

Doug Engelbart’s NLS (oNLine System a “hypertext journaling system”) first demonstrated in 1968 brought time to hypertext.

Time Offers Context to History

Doug Engelbart’s NLS (oNLine System a “hypertext journaling system”) first demonstrated in 1968 brought time to hypertext.

Blogs bring Context to the Net

?

www.blogpulse.com

The Aggregate Tells A Story…

Mrs. Superman raises cancer awareness,

• for a few days• from sci fi • to main stream

An opportunity… or a flash in the pan?

Follow the “story” with RSS

www.blogpulse.com

KM Works (Finally)

IDC Agrees

From: Collaboration and Wikis and Blogs, Oh My! How Web Publishing Tools Could Change Collaboration - IDC, 2004, #32471

EnterpriseBlogs/Wikis

What are theseFour Letter Words?

What’s in a Word?

BLOG

BLOG

BLOG

BLOG

BLOG

BLOG

BLOG

BLOG

BLOG

BLOGBLOG

BLOG

BLOG

WIKI

WIKI

WIKI

WIKI WIKIWIKI

WIKI WIKI

WIKI WIKI

WIKI

WIKI

Quasi-Religious?

BLOG• “Unedited voice of a

single person”

WIKI• “Group voice, anyone

can edit and anyone can read”

KM?

BLOG• Tacit

WIKI• Explicit

Dictionary (.com)?

BLOG• “an online diary; a

personal chronological log of thoughts published on a Web page”

WIKI• Any collaborative

website that users can easily modify via the web, typically without restriction. ”

Literal?

BLOG• Web (hypertext) • Log (journal)

WIKI• Hawaiian for “quick”

or “fast”

Practical

WIKI• Displayed as a set of

linked web pages

System for easily posting, editing and managing web pages pertaining to a certain topic or purpose…

BLOG• Displayed in time

order

…and usually including features like comments, categories, permalinks, RSS (or other notification features), trackbacks

Wikis (in the Enterprise) are Not

• Readable by all

• Editable by all

• Encyclopedias

Wikipedia – Bad Example

“Wikipedia is a popular wiki, but it’s an outlier and is not representative of what most enterprises are doing with wikis”

Peter O’Kelly

Research Director

Collaboration & Content

Strategies Service

Burton Group

Blogs (in the Enterprise) are Not

• Personal Voice

• Opinion

• Conjecture

• Blabbing

• Distracting

1992 Towards High Performance Organizations: A Strategic Role for Groupware

The Mother of All Demos

Engelbart’s 1968 demo showed three first time innovations: 1) NLS, a Hypertext Journaling System, 2) GUI, and 3) Mouse!

WIKIBLOG ?

Wikis and Blogs are for Working Communication

• What content types do you deal with?

• Which are a problem?• Working Communication

– Reports– Problems / Opportunities– Exceptions / Responses– Questions / Answers– Research notes– First impressions– FAQs– Plans and status

• Disintegration a Problem!– Email vs. Files vs. Other

Files

Other

Email

Traditional approaches haven’t solved working communication problems

Top down Knowledge Management is expensive and disappointing

Wiki

Requirement------------------------------------

Product Plan-------------RequirementRequirement----------------------------------

Requirement------------------------------------

Organized by links and pages

Wiki Happens in Blog Timeline

Idea

Requirement

Requirement

Proposalcomments

comments

Requirement

Requirementcommentscomments

comments

comments

Action

Blog Timeline Spans Groups

Idea

Requirement

Requirement

Proposalcomments

comments

Requirement

Requirementcommentscomments

comments

comments

Action

Analyst Report

Trade Show Intelligence

AssessmentInterviews

comments

commentscomments

News Collection

MarketIntelligence

ProductDevelopment

Customer Meeting

Customer Feedback

Customer Win

Customer Deployment

Team Meetingcommentscomments

comments

comments

AccountManagement

Remember the Time Wall: One Way to Display a Timeline

Is this a blog or a wiki?

Display Should be Up to You

Blog ChronologyDocument

Directory Wiki

Blog. Wiki. What?• Wikis and Blogs Proven collaboration results at web scale

• Enterprise hypertext collaboration should combine:– Communication– Collaborative content editing (in “Documents” or Hypertext)– Strong meta data model, flexible display modes, strong vector for time ordering

• Englebart called NLS a Journaling System• We call it Traction TeamPage

• You can should call it what it’s deployed for:– A research system– A product planning system– A corporate communications home page

What is 2.0, Really

and the KM 2.0 Path

Web 2.0

From Silos To Services

SOAP

XML-RPC

Search Interface

Mobile Interface

Enterprise 2.0

Web 2.0 +Distributed services architectureGlobal identity, local permissionNet-centric, standard interfaces

Correlated timelines

Permission filtered search

Active Directory

IM Notification

ATOM

LDAP

KM 2.0

Enterprise 2.0 +Widgets in Weblogs and Wikis connect the dotsLinks and flat, social & filtered taxonomy adds intelligence to information

BLOGS

ERP

WIKIS

CRM

HRMS

CMS

DMS

Enterprise Examples…

• Management Consulting: IT Group

• Non Profit Association: IJIS

• DOD: CIO Funded Liberty Project

• Finance: Global Bank

• Pharmaceutical: Ipsen

…Real Results

Management Consulting– IT Group

• Operations Change Log

• Document changes to hardware, network and software configuration

• Provide further update and annotation

• Discuss where necessary

• Updated as appropriate

• A simple, successful use-case which has lasted over 1.5 years by now

IJIS Institute

• Integrated Justice Information System Institute

– Consortium of government agencies, contractors, and consultants

• Quickly growing institute needed to:

– Add syndication and search to their website

– Enable member collaboration

– Deploy a staff intranet

• A tall order for a small (but growing) non profit!

Traction powered IJIS website: Now easy to edit, also Includes Search, RSS, and member Login

IJIS Institute• The Payoff:

– Over 400 people working on 17 projects now collaborate virtually.

– One committee cut phone and in-person meetings by 50%

• Committee Collaboration:– Thousands of posts– Over 700 comments– Over 500 attachments– Over 2500 edits

• Business Week

IJIS website – “Mobile” skin: delivered automatically to mobile devices browsers

DOD RAI-NC Liberty Project DOD CIO office funded 4 of 120 (Rapid Acquisition Incentive –

Net Centricity) proposals, including the Liberty Project

Liberty Project: While testing night vision technology, had the goal to develop and demonstrate the use case for application of a Enterprise Blog platform to Program Team Communication

Participants included:

• New York City Police• Newport Police• Army National Guard• Naval Undersea Warfare Center• Technology from Ford Motor

Front Page: Cross-blog view of announcements, test plans, trial results and other communication

DOD RAI-NC Liberty ProjectOpportunity Analysis (From DoD Final Report December 2004 FOUO):

The tool is universal in its applicability and can benefit all DoD components, program offices, and business functional areas through:

– 50% Reduction in Time Expended for User Electronic Communications Management

– 75% Reduction in Status Reporting Process

– 29% Reduction in Total Ownership Costs

– 89% Reduction in Bandwidth UsageA test result: Post includes image, explanation, and discussion of test result

“The (Traction) solution provides a secure, low-cost alternative for centralizing daily communications in a web-based environment.”

DOD RAI-NC Liberty Project

Qualitative benefits summary (From May 2006 presentation to NARA by a Team Member):

– Ease of use, works like he web– New partners and members are brought up

to speed quickly– Manages project information in an

organized, searchable manner, accessible from any web connection

– Delivers the right information to the right people

– Minimizes information overflow– Filters content and manages use through

permission

Automated Email Summary Digest: Permission filtered, automated email summary Includes title and first paragraph of each new post or comment.

Global Bank – Good Ideas

• CIO “Innovation” Project– Global effort to collect,

evaluate and implement good ideas

– Build community amongst employees in 50+ countries

• Technical needs – Quick Deployment– Super simple– Invite comments and

ratings– Flexible search and export

to navigate and evaluate results

Idea form: Easy to fill out form with 8 category fields (e.g. urgency, potential, country, idea type…)

Global Bank – Good IdeasIdea & Comments: Idea is displayed with category labels. Threaded comments are encouraged

List of Ideas: Ideas display on Front Page with category and status

Global Bank – Good IdeasOutcome: Over 2500 ideas collected in 1 monthSearch, drill down discovery, and CSV export functions help find and process the gems

Results: 13 Projects funded, including permanent idea blog

Dynamic Search : by country, function, category, status, title, content and time

Category Drill Down: expand category groups to select and navigate

Ipsen – Competitive IntelligenceIpsen is a $1B global pharmaceutical

firm headquartered in France

CEO mandated effort to build a competitive Intelligence function

From Ipsen’s CIO, Thiery Barsalou:

CI is a Knowledge-intensive process with geographically and functionally distributed stakeholders, with different permissions, requiring strong communication and collaboration capabilities

The Intelligence Cycle

Direction & Planning

Dissemination

Analysis

Collection

Ipsen – Competitive Intelligence

20%

2%

43%

10%12% 13%

R&D Manufacturing Marketing Operations Management Bus Dev

Readership spans the globe…

…and the business functions

Ipsen – Competitive Intelligence

Results• Federated collection of 6 blogs hold over 3700 articles 640 comments• A community and repository for knowledge of the business environment• Deployed to 250 named accounts (Intranet, Extranet, email…), • Available to 3,500 employees (Intranet)• Dialogue around information is increasing (within the blog, and in meetings)• Contributed to making CI important to business decision making • Market-relevant communication is moving from email to the blogs • Best practice model for knowledge management and collaboration at Ipsen

Readership is consistent at 8,000 to 14,000 page views per month

0

2000

4000

6000

8000

10000

12000

14000

16000

Ipsen - Glossary

Front End: Dynamic title driven look up (e.g. “Adverse”), Full text search, Letter inde, Formatted view of definition, Comments, Print view, email out and export functions.

Glossary for R&D and Ops

– Need for common, accessible vocabulary used in submissions

– Common language set supports global collaboration

– External reference definitions stored with internal applied definition

– French and English terms are related

Ipsen - Glossary

Term Add Edit Form:With 4 fields for structure and formatting consistency

Audit Trail:Including additions, edits, erasures, emails sent, and more

Benefits:

– More accessible than former PDF based glossary docs

– Interface fit to the application, makes life easy for readers and admins

– Consistent presentation of terms– Journaling backend provides rich

audit trail

Jordan Frankwww.TractionSoftware.comjfrank@tractionsoftware.com

(401) 528-1145

Beyond blogs and wikis, there’s Traction

Enterprise Considerations

Support

• Not Optional

• Emergencies Happen

• Integration Issues Arise

• Development May Be Needed

• A Call Can Be Worth $1000s

Directory & Sign On Integration

• Not Optional• Not a Checkbox

– Directory Integration• Active Directory (users, groups, profiles)• LDAP (users, groups, profiles)• Hybrid (more than 1 of the above)

– Single Sign On• NTLM• SiteMinder

– All Directories Are Different• some work “out of the box”• some don’t, see slide on Support

Installation & Platform

• Server Platform Requirements– Hardware– OS– Database– Web Server

• Cost to Own– Installation– Management– Upgrades

• Understanding Enterprise Architecture Conflict– The Question: “Does it run on Oracle?”– Often Means: “We do not allow Microsoft SQL Server DB.”

Enterprise 2.0 Info Flow

• RSS/ATOM Feeds– Authenticated? Secure? Dynamic? Deep?

• Search Interfaces– Search Skin? Search Federation? Search Integration?

• Web Services– SOAP? XML-RPC?

• Notification– RSS? E-Mail? E-Mail Newsletter? IM?– Flexibility

• Widgets and Mashups– On the fly content inclusion (e.g. user profile from HR)?– And linking (e.g. invoice numbers to ERP)?

Enterprise BlogsThe web is organized by names

and direct links.

TimeTopic

Importance

Enterprise Blogs add:

• Time What’s happening now?

• Topic Indirect links and collections of indirect links, across spaces

• Importance human scalability– Driven by indication and inference

• Dynamic views (by any vector)

Permission

Overall: a link rich environment for communication, collaboration, and connection to other CM resources

• Permission filtered views

The role of Email• Email is a channel

– Not for Carbon Copy Collaboration

• On ramp for Communication• Off ramp for Notification• RSS client• One tool of many

Enterprise BlogSend Message Now

E-MailExit 15 Minutes