References

Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved. siemens.com/answers

Correlation of Factual Use and Perceived

Benefits related to References+

Siemens Best-Practice Workshop, Braunschweig, March 31st, 2014

Alexander Stocker

Virtual Vehicle Research Center

Information & Process Management

Graz, Austria

Johannes Müller

Siemens Switzerland Ltd.

Building Technologies Division

Zug, Switzerland

March 31st − April 1st, 2014

Unrestricted © Siemens Switzerland Ltd. 2014 All rights reserved.

Page 2 Johannes Müller, Building Technologies Division

References+ ...

is a Web 2.0 platform for the global

exchange of business-related knowledge,

experiences and best-practices,

is a 'Social Networking' tool, which

networks colleagues and animates them

to communicate to each other,

is intended for company-internal use and

only available within the Siemens Intranet,

is open for all employees having access to

the Siemens Intranet,

contains knowledge references (customer

projects, best-practice cases, Lessons

Learned, etc.), discussion forums (Urgent

Requests, etc.) and a Microblog,

considers its users as global community

(~ 11,000 members located in 79

countries) supporting each other.




Who is currently using References+?

approx. 11,000 registered community members

in more than 75 countries across the globe

sharing knowledge and supporting each other

open for all employees with access to the

Siemens Intranet

currently with six focus communities

(further communities are welcome to join)




Where is References+ in the

Siemens-Internal Communication Landscape?




Content in References+

Knowledge References

Customer Projects

Solution/Service Concepts

Technology Information

Market Information

External Awards

Business Excellence Cases

Lessons Learned

Forum Postings

Urgent Requests

BT Academy International

News, Trends, Innovations

Fairs and Conferences

Feedback and Help

Solution Talk

etc.

Content Types in References+

Networking both Knowledge and People

knowledge and information sharing

people networking

Microblog

Postings

structured

by free

tagging

("Folksonomy")

Member Pages

Name

Portrait Picture

'About me' Text

Phone Numbers

e-Mail Address

Availability Status

Personal Network




Targets of References+

Exchange information, knowledge and experiences about ...

reference projects

proven solutions and solution modules

provided services

product and system news

urgent questions from the field ("Urgent Requests")

general market information

certain technological fields

cases for business/process improvement (top+ cases)

Find suitable experts

Enable active networking among participants

virtual "following" with other colleagues

support of different communication channels




Benefits for Readers and Contributors

(just qualitative, but not quantitative)

As a Reader, you can …

easily find other (reference) projects,

which results in time savings.

find proven knowledge and experts.

check complex solutions and services

provided for key customers.

benefit from state-of-the-art Web 2.0

networking possibilities.

learn from other colleagues across

organizational & geographical borders.

access documents and files, which you

can quickly adapt and re-use.

As a Contributor, you can …

share your successful projects:

Which customers use solutions

and services from Siemens?

Which special solutions and

services are requested and who

knows about that?

demonstrate your own

competences and expert profile.

gain global visibility and build a

positive reputation.

actively do community networking.

"If Siemens would know what Siemens already knows ..."




User Survey 2009:

Several User Ratings

Period: 3 weeks in September/October 2009

Participation: 1070 responders

more or less helpful for 88%

714 saved days

36% frequent users

64% occasional users

Ø 2.63

Ø 1.96

Ø 1.89

Ø 1.86

several days

several hours

no time savings

very helpful

predomin. helpful

partially helpful

not helpful

one day




User Survey 2009:

Correlation of Perceived Benefit & Usage Frequency

Usage Frequency

(# responders)

sporadic

(401)

monthly

(289)

weekly

(280)

daily

(100)

Ø all

(1070)

Availability* 2.51 2.66 2.71 2.79 2.63

Usability* 1.72 1.99 2.12 2.34 1.96

Functions / Features* 1.62 1.96 2.08 2.31 1.89

Content Quality* 1.65 1.91 1.98 2.17 1.86

Helpfulness** 0.92 1.38 1.55 1.94 1.31

# days saved per year*** 0.32 0.60 0.97 1.40 0.67

Selectable Options:

* very good (3), good (2), average (1), insufficient (0)

** very helpful (3), predominantly helpful (2), partially helpful (1), not helpful (0)

*** several days (3), one day (1), several hours (0.5), nothing (0)

higher benefit for higher usage frequency




User Survey 2011:

Survey Questions

Which organizational unit are you working for?

(list of selected Siemens units)

How often do you use References+?

almost daily

min. one time weekly

min. one time monthly

less than monthly

How helpful is References+ in your daily work?

very helpful

predominantly helpful

partially helpful

not helpful

How much working time did you save (in the last 365

days) by using information found in References+?

several days saved

one day saved

one or several hours saved

no time savings

How much money did you save (in the last 365 days) by

using information found in References+?

more than €10,000 saved

€1,000 … €10,000 saved

€0 … €1,000 saved

no money savings

How much additional business turnover did you generate (in the

last 365 days) by using information found in References+?

more than €1 million in additional turnover

€100,000 … €1 million in additional turnover

€10,000 … €100,000 in additional turnover

€0 … €10,000 in additional turnover

no additional turnover

I cannot directly influence turnover

How many additional customers did you attract (in the last 365

days) by using information found in References+?

3 or more additional customers

2 additional customers

1 additional customer

no additional customers

I don’t have direct contact with customers

What is your overall rating for References+ and the related

administration team?

very good

good

average

insufficient

I don’t want to give a rating.

Feel free to share any comment related to References+

(optional).

(free text input)




User Survey 2011:

Survey Results

731 saved days

Period: 4 weeks in September 2011

Participation: 1479 responders

€ 190,000 saved money

€ 5.3 mio. additional turn-over

Accumulated annual figures

for these 1479 responders:

361 new customers

(minimum calculation)

(minimum calculation)




User Survey 2011:

Research Question

How do survey results on perceived use and benefits of

References+ match the factual use of this platform?

survey

replies

(subjective, perceived)

usage

data

(objective, factual)

user (account)

data

(objective, factual)




Available User and Usage Data

Present status of user and user account (as of March 2013):

office location (city, country)

organizational unit

date of registration in References+

date of last visit

account active (true/false)

photo uploaded (true/false)

number of characters in "About me" field

number of other internal Social Media platforms, where user is registered

Usage data (during April 2010 – September 2011):

number of days with access to References+

number of visited Knowledge References

number of contributions

(i.e. Knowledge References, feedbacks, forum postings, microblog postings)

number of followers and followed colleagues




Correlation of Usage Data and Survey Results

Perceived Usage versus Factual Usage

Respondents with a perceived high usage frequency are exhibiting higher

factual usage, but are not necessarily the most active factual contributors.

higher factual use for higher perceived use

Perceived "Usage Frequency"

daily weekly monthly seldom

# respondents 140 341 371 627

Ø activity days 33.18 29.77 17.44 13.07

Ø visited KRs 21.11 16.74 8.78 3.01

Ø contributions 3.11 3.26 1.05 0.56

Ø followers 2.19 1.82 1.18 0.74





Helpfulness versus Factual Usage

Respondents with a perceived high helpfulness of References+

are exhibiting higher factual usage, i.e. they visit more Knowledge

References, generate more content, and have more followers.

higher factual use for higher perceived helpfulness

very helpful predominantly

helpful partially helpful not helpful

# respondents 146 222 805 306

Ø activity days 26.53 27.39 19.07 13.59

Ø visited KRs 25.88 20.39 5.90 2.45


Ø followers 2.10 1.47 1.23 0.66

Perceived "Helpfulness"





Type of Benefits versus Factual Usage

Respondents with perceived high time savings and perceived high

money savings are not necessarily the most factual active users.

Respondents with perceived high generation of turnover have more

activity days and visit more knowledge references.

Employees with perceived high number of customers have more

activity days and visit more knowledge references.





Overall Rating versus Factual Usage

Respondents with a high overall rating of References+ have

more average activity days, visit more Knowledge References,

make more contributions, and have more followers.

higher factual use for higher overall rating

very good good average insufficient

# respondents 281 610 231 57

Ø activity days 29.96 22.11 13.29 10.05

Ø visited KRs 15.51 11.79 6.19 2.93


Ø followers 2.60 1.10 0.83 0.67

Perceived "Overall rating"




Conclusion and Discussion:

Research Scope

Whether and how do survey results on perceived use and benefits of a Web

2.0-based knowledge management platform match data on factual use of the

platform?

References+ users with perceived higher benefits (i.e. helpfulness, saved time,

saved money, new turnover, new customers) are by trend more active users and

contributors of References+.

Study results show a relationship between perceived

benefits of References+ and factual use of References+.




Conclusion and Discussion:

Suggestions for Practice

Users with high intrinsic motivation use Web 2.0 platforms more often than less

motivated colleagues.

Hence, the probability of perceiving any related benefit might be higher for

frequent users since they are more active and thus able to explore a higher

number of potentially positive aspects of the platform.

Therefore, factual and perceived benefits are among the most important and

sustainable motivation factors for using a Web 2.0-based platform such as

References+.

Immediate benefits for the users can be seen as most

crucial success factor for an Enterprise 2.0 initiative.




Statements from the Top-Management




More Information about References+:

Some Selected Publications

Siemens Building Technologies Division: Globaler Wissens- und Erfahrungsaustausch

mit References+ (in German)

by Johannes Müller and Alexander Stocker.

Andrea Back, Michael Koch, Petra Schubert, Stefan Smolnik (editors): Schriftenreihe

zu Enterprise 2.0-Fallstudien, issue 13, April 2012, ISSN 1869-0297.

Intranet: https://referencesplus.siemens.com/info.asp?id=155

Internet: http://www.mueller24.info/pub/?id=12mue1

Global Knowledge Exchange Using References+ within the Siemens Intranet

by Johannes Müller, Jaren Krchnavi, and Alexander Stocker.

Evie Serventi (editor): "Innovation and Transformation Through Knowledge

Management", Ark Group, 2012, pp. 71-80.


Internet: http://www.mueller24.info/pub/?id=12mue2

Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge

Management Application: The Siemens Case References+

by Alexander Stocker and Johannes Müller.

Proceedings "I-KNOW 2013" - 13th International Conference on Knowledge

Management and Knowledge Technologies (Graz, Austria, September 2013).


Internet: http://www.mueller24.info/pub/?id=13sto

https://referencesplus.siemens.com/info.asp?id=155

http://www.mueller24.info/pub/?id=12mue1


http://www.mueller24.info/pub/?id=12mue2


http://www.mueller24.info/pub/?id=13sto




Contacts for Questions and Feedback

References+ Development and Administration:

Dr. Johannes Müller

Siemens Switzerland Ltd.

Building Technologies Division

Zug, Switzerland

e-Mail: [email protected]

https://www.xing.com/profile/Johannes_Mueller47

Scientific Research about Social Media Usage:

Dr. Alexander Stocker

Virtual Vehicle Research Center

Information & Process Management

Graz, Austria

e-Mail: [email protected]

https://www.xing.com/profile/Alexander_Stocker

https://www.xing.com/profile/Johannes_Mueller47

https://www.xing.com/profile/Alexander_Stocker

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