Knowledge Management Using Enterprise 2.0

Group CharlieKyle Mathews Ryan FrenchGreg KnightWestin Hatch

Casey Jackman

Agenda

• Description Enterprise 2.0• Intelligence Management• Web Communities• Microblogging & BYU • Principles for Effective Enterprise 2.0

Description of Enterprise 2.0

Web 2.0 technologies leveraged for business use• Wiki• Blog• Micro blog• Forum

 Something not in that list?• Messengers• Email• Groupware (e.g. Lotus Notes)

 Channnel vs Platform Technologies  

Description of Enterprise 2.0

 Knowledge management dilemmas• standard is easy, the

exceptions are hard• knowledge is a human act• obtaining value

 Let some knowledge manage itself• Promotes "emergence" of

ideas• Do not fear unstructured

information

Intelligence Management

• Cold Waro USSR moved at slow, glacial speedo Reports took years to createo Hierarchy passed up reports they likedo Analysts only paid attention to assigned

region • Post-Cold War

o Computer systems implemented to digitize paper processes

o Different agencies divide up world

Intelligence Management• September 11 changed everything

o Terrorists move rapidly, without solid leadership, and boundarilessly

o Coordinated through internet• Known data before attacks:

o Al Qaeda members studying aviation in Arizona

o Zacarias Mousaoui arrested while taking flight lessons

o   Al Qaeda meeting in Malaysia•  Intelligence community failed to 

"connect the dots."

Intelligence Management

• Congress created the office of the Director of National Intelligence o DNI had budgetary clout o Dale Mererrose appointed CIO of DNI's office

• Intellipediao Same technology as Wikipediao Proved its worth when a plane crashed in New York o Today is divided in three levels

Unclassified Secret Top secret

• Blog on tracking Avian Flu o In 3 months, became health departments top source

on avian flu

Intelligence Management

• Some concerns were legal or a valid concern for safetyo Robert Hannsen Example

• Other resistance came from clashes with traditional cultureo Moved up ranks based on one's

reportso Hierarchy had complete control of

information

Resistance from middle management:

Micro Sharing

• Social networking tools and systems that enable listening, awareness, communication and collaboration between people, through short bursts of text, links, and multimedia content.

• Surprisingly powerful way to connect people to one another for corporate benefit.

Micro Sharing, Macro Results

“These tools directly contribute to knowledge capture and management as workforces are scaled back and baby boomers retire, and they boost motivation and retention, especially among millennial generation employees.” -Micro Sharing, Macro Results

Micro Sharing

Microsharing connects people in ways that  promote: • mutual support• rapid networking• mentoring• idea exchange.

BYU and Yammer

“I learned more about my boss in one day reading his yammers than in one month working with him” “I saw what he was working on, I got the inside scoop on what was going”-Julia Graden

Yammer

Yammer

“People complain about hierarchies, which is basically just abstraction”Kelly Flanagan, CIO BYU

Web CommunitiesWhat is the difference between a web

community and an online forum?

WebWise

• User registration and login system • Content (story, page) submission system • Comment submission system • User blog functionality • Discussion forum • News aggregation engine • Quick poll tool• Personal and site-wide contact forms • Keyword search engine • Taxonomy tool for content categorization • File upload tool to allow users to upload and attach files to posts • RSS publishing • Choice of 5 tested themes

 

Web Communities

WebWise

• Novell• Beginfinite

Web CommunitiesWeb Communities

Business Benefits

• Increased Knowledge• Lower Support Costs • Increased Trust

Web Communities

Costs

Web Communities

World changing faster and faster

 

Competition increasingly fierce

America is losing its edge

Easy comfortable jobs disappearing

The only sustainable edge is innovation

Get better faster

Learn faster

Enterprise 2.0 helps organizations learn faster

React more quickly

Enterprise 2.0 = "Collaboration on Demand"

Find people & information to solve problem

Solved problems are commodities

Solve problems others aren't