thinking out of the inbox - more collaboration through less e mail - next08

SOA Governance Training

BlueIQ

Thinking out of the Inbox -More Collaboration through less e-mail

Luis SuarezKnowledge Manager, Community Builder & Social Computing Evangelisthttp://elsua.net

http://twitter.com/elsua

1Friday, May 16, 2008

2IBM Software Group

Copyright IBM Corporation 20072

Who Am I?

2Friday, May 16, 2008Luis Suarez has been working in IBM for over 11 years as a Knowledge Manager and Community Builder and the last five of those years he has been working as well as a Social Computing Evangelist helping various different business units with their rampant adoption of social software within the corporate firewall and beyond.

He is currently working for the IBM Software group where he is leading a community of Social Software Ambassadors helping spread the message on the potential impact that social computing has within the areas of finding experts, finding information and changing the knowledge sharing culture.

He currently maintains three different blogs, one internal and two external (http://elsua.net), where he gets to talk about Knowledge Sharing, Collaboration, Communities and Social Computing as well as the place where he has lived in for the last four years: Gran Canaria.

3IBM Software Group


Agenda

Session Description: - This deck explores the social impact Web 2.0 technologies are creating for individuals and

organizations as well as its role as an enabler for collaboration and innovation

Key Learning Points: - The changing nature of collaboration - The role of communities in helping accelerate the adoption of social computing - Enterprise social software- Examples of social software in the enterprise, its Web 2.0 characteristics and benefits vs.

traditional collaboration tools

3Friday, May 16, 2008 As weve been discussing, the era of Web 2.0 is about connecting people and amplifying the power of people working together

There is of course a technology foundation consisting of a number of maturing technologies and techniques (such as open standards, Web services, and service oriented architecture) but fundamentally given the shifts in culture and behavior occurring --- the real impact comes through when apply that technology to achieve the social aspects of Web 2.0 the people, the connections that they make and wish to make

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Think about how you work.....the reality of the modern world is that you just can't do it alone

Think about how often you connect with someone to:

- Find information- Get an answer to a question- Ask for advice- Bounce off an idea - Get another opinion

If it is often, it is not a surprise

The reality is that:- There is too much information for

us to manage it by ourselves- Information from people is richer- We all need to connect and feel

connected

4Friday, May 16, 2008 Are you smiling? Laughing out loud?

The reason it may make us laugh is because the awful truth is that its terrible to be alone

And we just saw, our increasingly project-based work environments preclude this. You just cant work that way.

And yet too many of us feel that we have no good way to connect with others.

CLICK

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Collaboration allows us to tap into the power of people: BTE2 behind the eyes and between the ears

We go to others because we want to: Hear the story behind the document

Learn from an experts ideas and opinions

Confirm what we think we know

Decide what we should pay attention to

Keep up with fast-changing information

Feel connected to someone who has similar interests and knowledge

BTE2

5Friday, May 16, 2008BTE is a catchy, graphic way to describe the complex concept of tacit knowledge

Information is a by-product what we are looking for is to collaborate to build the relationships and tap into the knowledge and capabilities available via the relationship

CLICK

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And why people connect centers on the same basic things

Tacit Context Explicit

"I need someone to explain this to me"

"I need to find information"

"We need a place to

collaborate"

People Places Things

6Friday, May 16, 2008 We begin with the Explicit I need to find information

Followed by Tacit for the information I am seeking, I need someone to explain this to me who?

Concluding with contextual When I find who, We need a place where we can meet and share

For a number of years, IBM has been heavy with explicit knowledge (e.g., GBS KnowledgeView, GTS ICM AssetWeb), nowadays, focus is shifting to tacit within a specific context --- how to make use of a tacit exchange to bring forward the explicit in the correct context is key

CLICK

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Its all about people and the communities in which they are involved

7Friday, May 16, 2008 So shall we concur?

Were in broad agreement that collaboration is about people! And not only people but also the communities [CLICK] in which individual people are involved.

People participate in many different types communities" defined here as formal and informal from structured and stable (your co-workers for example)

to the other end of the spectrum with highly mobile, diverse networks and communities of interest each grouping is a type of community (yes, a team is a type of community)

This concept of community is fundamental to Web 2.0 and social networking which well get to in a few minutes.

CLICK

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Its all about people and the communities in which they are involved

Mem

bers

hip

stab

ility

Labi

leS

tabl

e

Degree of Geographic DistributionSame place Everywhere

Communities of Interest

Local Users Group

PeersCoworkers

Social Networks

Communities of Practice

7Friday, May 16, 2008 So shall we concur?

Were in broad agreement that collaboration is about people! And not only people but also the communities [CLICK] in which individual people are involved.

People participate in many different types communities" defined here as formal and informal from structured and stable (your co-workers for example)

to the other end of the spectrum with highly mobile, diverse networks and communities of interest each grouping is a type of community (yes, a team is a type of community)

This concept of community is fundamental to Web 2.0 and social networking which well get to in a few minutes.

CLICK

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And the key capabilities and tools needed for communities of people to collaborate

8Friday, May 16, 2008 And as important as our recognition that collaboration is about people and the communities in which individual people are

involved

Its also about the key capabilities or actions people take to ENABLE their collaboration with others [CLICK] or

Looking through a different lens, its about the kinds of tools manifesting in the web today that are ENABLING greater opportunities for collaboration and social networking to occur.

See the connections building?

CLICK

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And the key capabilities and tools needed for communities of people to collaborate

BLogs

WikisSocial Bookmarks

Instant Messaging

Discussion Forums

Team Library

Tagging

Rating

Syndication

Member Profiles

Team Blogs

Commenting

Reputations

ActivitiesWeb Links

Document Library

Mediatio

n

Web Conferencing

CalendaringPol

ls / Su

rveys

Announcem

entsT

od

os

Search

Contact

Lists

8Friday, May 16, 2008 And as important as our recognition that collaboration is about people and the communities in which individual people are

involved

Its also about the key capabilities or actions people take to ENABLE their collaboration with others [CLICK] or

Looking through a different lens, its about the kinds of tools manifesting in the web today that are ENABLING greater opportunities for collaboration and social networking to occur.

See the connections building?

CLICK

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So if people are the nodes, and the connections are their relationships, what improves bandwidth?

Trust is key to information sharing and collaboration

Research* has identified two types of trust that are critical to collaboration

- Benevolence based trust: what others have experienced of your behavior and conduct -> can I work with you?

- Competence based trust: what others believe you know -> do you know your stuff?

Knowledge sharing doesnt require a strong tie, but it requires trust*- people reported getting their most useful knowledge from trusted

weak ties

* Source: Trust and knowledge sharing: A critical combination, IKO White Paper, 2002

9Friday, May 16, 2008 Trust is key to information sharing and collaboration (one of the key reasons why information from people is preferable to

other sources)

Research* has identified two types of trust that are critical to collaboration: benevolence-based trust and competence-based trust.

Benevolence based trust is based on what others have experienced of your behaviour and conduct

Competence based trust is based on what others believe you know

This research also identified that knowledge sharing did not require a strong tie, but rather that the trust was there **

people reported getting their most useful knowledge from trusted weak ties

CLICK

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Copyright IBM Corporation 200713http://flickr.com/photos/rooreynolds/509145604/

10Friday, May 16, 2008 Maybe this is your idea of social networking. Youd be right.

Its all those lulls and coffee breaks between presentations where you really get to connect with others.

Too bad we can only attend conferences like these once year, twice if were really lucky

CLICK

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11Friday, May 16, 2008 Finally, Maybe this is your idea of social networking (and an application of social software more on that later). This is Second

Life, one of many virtual worlds

Again, its a place to meet people

But in reality, who has time to figure out how to use this software and make it part of their daily work behavior, other than folks dedicated to this medium?

something to think about again

CLICK

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Copyright IBM Corporation 200714http://flickr.com/photos/keithmuth/202810291/

12Friday, May 16, 2008 Or, maybe this is your idea of social networking. Again, youd be right!

Who says you have to connect to your colleagues purely over business topics?

Or conversely, how many social situations have led to business discussions and opportunities?

CLICK

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Web2.0Traditional Web1.0

As new sources and methods to share knowledge appear, none of

Time

Communities Websites and

portals Online presence

and instant messaging

Platform across the enterprise and beyond

Online reputation

RSS feeds Virtual worlds

Individuals Books and journals Data, information, and

documents in shared databases

Telephone

Social software: Blogs Wikis Social bookmarks Tagging Voting Podcasts and

videocasts

Taxonomies Directories Classrooms Conferences Email

Team rooms Forums Web

conferencing Expertise

profiles

Private

Public

Organizations are considering how they will shift from private and controlled environments to public and dynamic collaboration

13Friday, May 16, 2008 Graphical message of Web 2.0 evolution from a collaboration pov

So, its no surprise that organizations are trying to figure out what they need to do to make the shift themselves from the old to the new way of working of competing of innovating of thriving

CLICK

Bottom Point in time, private, content complete / Top All the time, public, less perfect

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Enterprise social software is about:

Driving innovation into products faster Making the new generation more productive, more

knowledgeable, faster Harnessing the knowledge of the wise, before they

retire Being more responsive to customers, with knowledge

from subject experts you may or may not know

14Friday, May 16, 2008 Enterprise social software is conceptually about being more responsive to customers, with subject experts knowledge.

Its also about making it really simple for people and communities to collaborate!

So what is considered social software? Lets take a look!

CLICK

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The Way Collaboration Should Be

Source: Wikinomics Wiki collaboration leads to happiness


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From e-mail to Enterprise Social Software

DogearBookmarks

Personal Blogs

- Experiences / Knowledge- Storytelling- Reuse Assets

- Project Tasks - Newsletter- Announcements- Technical Brainstorm- Ad-hoc collaboration

Team Wikis

Activities

- Ad-hoc Workflows e.g. Briefings, Workshops, Actions- Team ToDos, task forces

- FIND not search- Expert Knowledge- Starting point for everything

- find expertise- establish network- interest groups- increase social capital

- Reach out to Web 1.0- Integrate old services

- Awareness Meet traveling peers- Ad-hoc Actions (e.g. CritSit)

- Wikis, Library, Media- Protected information- Open File Sharing

- Monitor Inside / Outside World- Competition & Markets

Sametime

Lotus Notes e-mail

Quickr / Cattail / Media Library

RSS / Atom Client

Executive Blogs

- Strategy & Direction- Big picture

Podcasts

- Tailored Education- Expertise Sharing- Low cost production


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Summary What does enterprise social software do?

Breeds diverse social networks

Promotes out-of-your-inbox thinking

Enables non-disruptive expertise consumption

Organizes the flow of ad hoc collaboration

Gartner describes social networks as transformational and will result in major shifts in industry dynamics over the next few years

17Friday, May 16, 2008 So was that a firehose? Lets review key take-aways Enterprise social software breeds diverse social networks and communities that strengthen over time.

CLICK (its a build slide for each point)] Employees and members across the ecosystem can tap the collective knowledge of an expanded and growing professional

network. Customer and partner relationships are strengthened. Enterprise social software promotes out-of-your-inbox thinking.

CLICK (its a build slide for each point)] Innovation occurs when you leverage the expertise of people you dont normally collaborate with, in other words, the people you

normally email. Enterprise social software enables you not only to locate expertise, but to consume that expertise in a non-disruptive

way.CLICK (its a build slide for each point)]

Research is faster using someone elses pre-qualified bookmarks. Projects are staffed with the best people. Enterprise social software organizes and speeds the flow of collaboration.

CLICK (its a build slide for each point)] Groups can access and execute task related information easily with simple tools. Duplicate tasks are avoided. Iagree with Gartner -- collaboration via social networks will result in major shifts in industry dynamics CLICK

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I found your profile










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I just read this blog about a new idea










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Wow, the answer is right here in her bookmarks!










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Wow, the answer is right here in her bookmarks!

Im going to save this chat to our activity.










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Summary What does it mean to Use Web 2.0?

1. Web 2.0 will replace Web 1.0 methods (not all, but many investments need to be shifted) vs. simply added on top of them

2. Web 2.0 is about allowing for the conversation to happen, not publishing have more people do the publishing and communities will create themselves

3. Web 2.0 moves from hierarchy and navigation to finding what you want through tagging and other capabilities to guide you to what is interesting to you

4. Web 2.0 is no longer about storing in folders and bookmarks, but about changing the way we organize data by tagging and use technology to cut through the clutter

5. It is not about mass marketing the form of communication is one to few its about communicating to specific audiences

Building a community Running a social networking tool

18Friday, May 16, 2008 What It Means to Use Web 2.0

Web 2.0 is part of the evolution of the web. Need to get from Web 1.0 to Web 2.0 and Web 2.0 before 3.0 - cant skip any steps. Simply implementing the technologies isnt Web 2.0.

Client Example: Dresdner Kleinwort and investment bank based in Germany, has replaced its email system with a wiki its allows people to set up pages for specific projects, and invites anyone to collaborate: edit text, add comments, hold discussions, and link to other pages. In short, it removed the need to send e-mails. The company went so far as to issue an edict: don't send e-mails, use the wiki.

CLICK

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Summary Biggest challenge for corporations moving through Enterprise 2.0 is the needed paradigm shift

1. Cultural/behavioral shift is needed2. May need to eliminate barriers between partners and end customers3. Is there a generation gap or not?4. Get everyone on board with similar agenda5. Being more consistent across specific experimental platforms .platforms

should reinforce each other rather than going off in different directions (see #4)

6. Have to keep at it to make it work this is not a tweak to existing things its a step forward and have to continually work on it

7. Legal/Security/Ethics Challenges- Defining what is and is not allowed to be released to the public and setting codes of conduct

for employees on the Web (already done in IBM with the Social Computing Guidelines)

"Advice to the CEO: It's now a two-way conversation. Listen, respond, and talk intelligently. Stop dictating to your customers [or partners]. It's your customers, not you,

that have the power. Forrester: Web 2.0 and the CEO, Aug. 6, 2007

19Friday, May 16, 20081. For example, many of the emails we send out to partners (that they seldom read) might be replaced by writing in blogs or

contributing to wikis, using email simply to alert partners where to go to for the information Cant take a wait and see approach we need to demonstrate leadership here Allow others to drive the conversation cant control everything Cant be too protective of ourselves Speak in a simpler language2. 3. 4. Large companies with many people // Everyone has their own agenda and ideas difficult for people to agree5. ... 6. 7.

CLICK

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