ENTERPRISE 2.0: social computing

for the public sector

Shannon Ryan - President & CEOshannon@nonlinear.ca

The Future...

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6

A LANDSLIDE VICTORY … on the internet at least.

On the eve of the election…

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TRANSPARENTPARTICIPATORYCOLLABORATIVE

Objectives 1. Provide a clear understanding of the Web 2.0 technologies /Social Computing

landscape and give everyone a baseline to move forward

2. Identify and discuss some of the key challenges faced by the public service

3. Explore a few public sector sites that showcase the social computing tenants of: Transparency, Participatory, Collaborative are see how they are changing the dynamics and service delivery models within the Public Sector

4. BREAK

5. Understand how trends outside the firewall influence your own social computing initiative within your intranet – possibly with even greater impact

6. How to answer these important questions1. Why bother with ESC in the first place?

2. Figuring out the ROI

3. What to expect?

7. Show you a demo of the NLC quick start for ESC on MOSS

8. Give you a roadmap on how to start.

Full disclosure» I am bona-fide cynic in this area.

» I’ve been through the internet wars … hell, I remember the browser wars, and when the “fish cam” was the coolest thing on the web

» Web 2.0 (or whatever we agree to call it) is new, untested and not fully documented … move carefully

» I also did an undergrad in Soviet and Eastern European Studies … so I am big on understanding the theory first, before the code.

• That being said…

» There are some REALLY interesting, valuable and potentially revolutionary trends happening that have the potential to add significant value to your enterprise.

Technology Partnerships

NLC: Executive Summary

» Founded in 1995

» Offices in Ottawa and

Toronto with global

client base

» 50+ full-time specialists

» Privately held company,

profitable & stable

» Our goal: leverage the

potential of internet

technologies to deliver

business value

» Result: extensive list

of reference-able clients

in private and public

sector

» Proven expertise in

implementation of

leading software

packages, systems

integration, and custom

development

» Solutions Groups:

1. ECM

2. Enterprise Search

3. Microsoft Stack

4. Web Marketing

A Sample list of Clients

FinServ

Business Performance Group

Web Analytics and Integration

Web Marketing Website and Multimedia Development

Application Development and

Integration

Enterprise Search

Enterprise Content

Management

Email Marketing

Search Engine Marketing

NLC Services

Setting the playing field» Are part of a social network?

» Book club, chamber of commerce, hockey team, etc.

» Are part of an online social network?» FaceBook, Linked-In, MySpace, etc.

» Have contributed to or edited a Wikipedia page?» Author a blog(s)?» Use a feed aggregator?» Have created a YouTube video?» Watch YouTube videos?» Use social bookmarking tools?» Tweeters or Yammer’s?

Let’s understand the terminology

» RSS» UGC

» Mashups» Wiki» Blog

» Social Bookmarking

» Tagging» Twitter

The elusive Web 2.0

Key challenges to the Public Sector

Key Challenges – the trifecta1. Aging Population

» Rising healthcare costs» Smaller working age population» Knowledge loss » Increasing claims on public pension

2. Increasing Citizen Expectations» Service delivery guarantees » Programs and services tailored to their needs» What I want, when I want it.

3. Emerging Mega Issues» Environment » Health» Trade » Terror» Poverty» Etc.

Uh… well, it can’t. Not all of it. That’s why we still need smart people in government.

So how the heck will social computing help with all this?

But it certainly can help “grease the wheels”…» Improve policy outcomes» More efficient use of government

information» Streamlined internal operations» Save costs» Attract top talent

The real place it should help

»smarter people

» Faster cycle time, improved problem-solving, more time on mission,higher morale, etc.…

Exploring the Trends in Social Computing for the Public Sector

KEY CONCEPT 1Engage the people to

collectively build and learnCollaborate

KEY CONCEPT 2Greater transparency through

information disseminationTransparency

KEY CONCEPT 3 build a motivated community:

Participatory

END OF PART ONE

Bringing Social Computing inside the Firewall

Why bother with ESC?1. You have no choice, the trend is

irreversible (see next few slides)2. Your current intranet is dead … or dying3. It has REAL, but new, business benefits4. Competitive advantage

What is the ROI?

1. Discover and connect with Experts2. Share and unlock tacit knowledge3. Attract (and more importantly, keep) talent4. Reduces Storage Requirements5. Increases Availability of People6. Increases Organizational Productivity7. Organizational transparency

The real ROI?

»smarter people

» Faster cycle time, improved problem-solving, more time on mission,higher morale, etc.…

Measuring ROI» How do you measure the impact of any

investment in the organization: by its outcomes.

» PROBLEM: ROI and accounting are inappropriate measures of performance.

» ROI is a relic of the industrial era, when assets were tangible and repetition was the path to success in the factory. Today, the intangible assets you cannot see are far more valuable than those you can."

Social Networks will redefine the way we look at work inside the organization

Trend Number 1

What makes social networks so special?

»Social networks are not new… “It may have been possible in the past, for things to have happened in isolation, but from this time forth, the world must be seen as an organic whole, everything affects everything.”

Polibius

born c. 200, died c. 118 BCMegalopolis, Greece,

What are social networks?

» A social network is a social structure made of nodes that are tied by one or more specific types of interdependency.

» Or in plain English:»Social networks are essentially

about who know who, and who knows what.

Why are social networks important to business?» If you scratch the surface of any business,

you’ll find two very different organizations. » The formal organization - the one that

can be represented by the boxes of an org chart.

» The informal organization - the one shaped by the day-to-day interactions of employees – conversations in hallways or in airport lounges, exchanges of messages through email and voicemail, conversations over a squash game.

Networks in your Organization

McKinsey QuarterlyHarnessing the power of informal employee networks, 2007Lowell L. Bryan, Eric Matson, and Leigh M. Weiss

Why should that matter to us?» Unfortunately, most IT systems are geared to the

needs of the formal organization and ignore the informal one.

» In the “formal organization” software like SAP, PeopleSoft are “enterprise applications” that are designed through elaborate, top-down processes.

» The “informal organization” is served, instead, by simpler, personal software … "comfort apps" like e-mail, PowerPoint, Excel, and the watercooler.

What’s the problem with that?

Most of the really useful information that flows through a organization never gets captured or broadly shared by employees.

The organization loses the ability to truly harness, capture, and learn from the knowledge its employees create

social networks – they’re for kids» In stark contrast to IT systems, social networks

shape themselves to their users rather than forcing the users to adapt to preset specifications.

» They do what the big enterprise systems so often fail to do: they make the codification and sharing of valuable information easy.

» And this MAKES GOOD BUSINESS SENSE!

Ya sure, but Bill said to …

Codified Knowledge vs Context» “using codified knowledge in the

form of electronic documents saved time during the task, but did not improve work quality or signal competence to clients, whereas in contrast, sharing personal advice improved work quality and signaled competence, but did not save time,”http://knowledge.wharton.upenn.edu/article.cfm?articleid=1841

The applications you thought to be “consumer services only” are quickly coming inside the

enterprise.

Trend number 2

“No company will build or sustain a competitive advantage unless it capitalizes on the combined power of individualized workers and social dynamics.”

Gartner Group also predicts that wikis will become mainstream collaboration tools in at least 50% of companies by 2009.

The rise of user generated content is upon us like a tidal wave – and

its coming to your intranet

Trend number 3

User generated content

» Be afraid » Trust me when I say this – UGC is coming,

and if the public web is any indication, there is going to be a tonne of it, and quickly.

» How much and how quickly…

How embarrassing, Dad’s on YouTube» Four of the top 8 most trafficked sites on

the Internet are social media sites that didn’t exist a few years ago:» YouTube.com (more than 100 million

videos are served EVERY day … or for the geeks in the room 550 GB per minute!)

» MySpace » FaceBook (bigger than the population of

Russia or Japan)» Wikipedia

http://www.sifry.com/alerts/Slide0004-6.gif

The age and demographic profile of your users / customers / employees

has shifted

Trend number 4

Damn … we are getting older» According to the OPM (Office of Personnel

Management) within the US federal government 300,000 or 16% of the total federal workforce will retire by 2010

» 22% of the American workforce holding executive, administrative, and managerial positions are set to retire THIS YEAR

» At a local level, the city of Tucson, Az. is just one example of how the retirement wave is breaking over local government» At the end of June 2008, the city had 7 department director vacancies

including: police chief, fire chief, finance director, water utility director and neighbourhood services director all due to retirements.

Lets take email for example

» Legitimate e-mail will drop to 8% this year, down from 12% last year, according to Redwood City (Calif.) e-mail filtering outfit Postini Inc.

» Why?» Perhaps the biggest death knell for e-mail

is the anthropological shift occurring among tomorrow's captains of industry, the text-messaging Netgens (16-to-24-year-olds), for whom e-mail is so "ovr," "dn," "w/e (over, done, whatever).“

Successful Strategy

Design a solution with a clear purpose(don’t attempt to re-create Facebook or Wikipedia)

Why the intranet?» The intranet is (should be) “the social hub” of

your enterprise» Intranets have not lived up to expectations:

» Workers not using intranet to do work» They are not adding any value to the

corporation» They are getting bigger and more expensive to

run» Adoption rates going down» Ineffective for knowledge management» More information is being created every day

Intranets… Expectations GapBetter communications 90%

Improved processes 80%

Knowledge sharing best practices 72%

Improved efficiency 65%

Reduction in paperwork 65%

Avoid duplication of effort 63%

Real time information sharing 55%

Cost savings 55%

Melcrum intranet survey 2001

Intranet 2.0 roadmap1. Undertake ONA as a roadmap to understanding your social

network2. Build the framework for content contribution and participation

» Individual “my space” pages for EVERYONE» Wiki’s for iteratively refined content» Blogs for sequentially discussed content

3. Begin capturing and categorizing the information» Social Bookmarking and tagging technology

4. Aim for more ad hoc “conversations”» Team sites

5. Implement and tune your search strategy6. Adoption, adoption, adoption7. Bring the inside, outside, when appropriate

WARNING!“deep thoughts ahead”

Organizational Network Analysis» ONA is the logical first step in understanding

how work actually gets done in you corporation» Identify key knowledge vulnerabilities in a

network by virtue of both what a person knows and how their role (or departure) will affect a network

» Gives you a target list of who people in your organization trust and interact – use this!

» Provides a tangible metric to gauge the success and health of the information flow within your company.

ONA: consulting company

source: Rob Cross

Same company: 5 brokers removed

source: Rob Cross

Integration of new hires

source: Rob Cross

Build the framework for Enterprise 2.0 content creation» My Site / Personal pages

» Key in expanding the network and the interactions

» Wiki Examples:» A CV Wiki allows all employees to maintain their profile» A project documentation Wiki allows real-time updates to technical docs» A 'How-To' guide that documents the steps of how to handle a public

disclosure request. On this same page, they attach the actual template, giving employees everything they need in one place.

» Fast, simple, centralized posting of news, announcements by anyone

» Blog Examples:» Highlight lessons learned during a project» Employee “profile” blogs» Knowledge leadership

Capture and Categorize

» Internal content:» Tagging of content – taxonomies,

folksonomies» External content:

» Social bookmarking and tagging» Collective intelligence» In-bound RSS feeds facilitate

aggregation

Ad Hoc Sites / Communities» We really like SharePoint

as a technology to users to create a new, self-contained sites

» These grow spontaneously around:» Projects» Committees» Social Activities

» May be entirely rogue – not known to intranet

» Security and permissions vary

Critical Role of Search» Intranet 2.0, if successful, promises explosion of

content» No formal information architecture – it will grow

organically, from every angle and corner of your organization

» Careful selection of enterprise search solution is critical. Look for:» Ability to “trim” results by permissions» Capability to search structure and unstructured data» Capacity to create collections» Search analytics» Tuning facilities for promoting specific content» Again we like MSFT here for a number of integrated and FAST

reasons

Adoption, adoption, adoption» What happens if you throw a party and no one

comes? » The “hardest” part of the equation will be the

startup and adoption – not the technology» There is a reason all the of the Intranet 2.0 is

only as good as content contributors» Keys to success:

» Use ONA as your roadmap» Focus on absolutely simple ease of use» Identify likely early adopters and allocate time for their use of

intranet» Start small and quietly – have executive promote once it has

content/is rolling

Avoiding Social Network Fade» Managing profiles isn’t itself a reason for

an app to exist» Give people a reason to come back» Keep it interesting

» Lifestream» Comment wall» Status» Notifications

How the Intranet Maturity Model Helps

A few more tips

» Assess your organization’s cultural readiness. » Policies are necessary. What can and can’t be

done needs to be defined and anonymous postings should not be allowed (everyone needs to own their contribution).

» Focus on the people, not the technology. » Everything is about conversation and

dialogue. » Everyone gets to have their say. Prepare to

relinquish control and share the process.

Possible Next Step» NLC 3 day readiness

assessment

» NLC Social Networking in the Enterprise Whitepaper coming in early March

» More info:Shannon Ryanshannon@nonlinear.cahttp://www.nonlinear.ca

Before all this web stuff, how did organizations and corporations function, learn, engage, make money, expand, etc.?

A few more tips

» Assess your organization’s cultural readiness. » Policies are necessary. What can and can’t be

done needs to be defined and anonymous postings should not be allowed (everyone needs to own their contribution).

» Focus on the people, not the technology. » Everything is about conversation and

dialogue. » Everyone gets to have their say. Prepare to

relinquish control and share the process.

Code of Conduct

Possible Next Step» NLC 3 day readiness

assessment

» NLC Social Networking in the Enterprise Whitepaper coming in early March

» More info:Shannon Ryanshannon@nonlinear.cahttp://www.nonlinear.ca