Ton stegeman donaldhessing_knowledge_management_using_social_software_nonotes
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Ton stegeman donaldhessing_knowledge_management_using_social_software_nonotes
- 2. Knowledge Management using social software in SharePoint 2010 Donald Hessing VX Company dh i @ Ton Stegeman PGGM t @t tdhessing@vxcompany.com ton@tonstegeman.com
- 3. AgendaAgenda • Introduction / The caseIntroduction / The case • Step 1 - Organize knowledge • Step 2 – Publish knowledgeStep 2 Publish knowledge • Step 3 – Classify knowledge • Step 4 Find knowledge• Step 4 – Find knowledge • Step 5 – Make knowledge social • Step 6 Maintain knowledge• Step 6 – Maintain knowledge • Conclusion / The future
- 4. Introduction – Who are we?Introduction Who are we? Donald Hessing ● Working with SharePoint since 2007, before .Net architect ● Lead SharePoint architect at VX Company ● Virtual Technology Solution Professional for Microsoft● Virtual Technology Solution Professional for Microsoft Netherlands • Ton Stegeman ● Working with SharePoint since 2001 ● Full time technical SharePoint consultant since 2003 ● SharePoint Server MVP since 2007● SharePoint Server MVP since 2007 ● SharePoint architect at PGGM
- 6. Introduction – Knowledge Management 2.0Introduction Knowledge Management 2.0 • Get rid of any preconceived notions of a data, information, knowledge or wisdom hi hhierarchy • Move to consumption- centric view of k l dknowledge • Focus on interactions • Social software is about using nonroutine interactions and informal user t ib ticontributions Gartner symposium ITxpo 2009
- 7. Introduction – PGGM challengesIntroduction PGGM challenges • Organizational boundaries (different systems) • Most of the knowledge is stored in documentsShare Most of the knowledge is stored in documents • No links with people Share • Just navigation• Just navigation • Applicability - different levels • How do you know if knowledge is found Find • Autorisation strict • How to let experts contribute • 1100 potential content editors Create • 1100 potential content editors • Changes in the regulations Organize g g • Tightly coupled to an organizational unitOrganize
- 8. AgendaAgenda • Introduction / The caseIntroduction / The case • Step 1 - Organize knowledge • Step 2 – Publish knowledgeStep 2 Publish knowledge • Step 3 – Tag knowledge • Step 4 Find knowledge• Step 4 – Find knowledge • Step 5 – Make knowledge social • Step 6 Maintain knowledge• Step 6 – Maintain knowledge • Conclusion / The future
- 9. Organize KnowledgeOrganize Knowledge “Knowledge management is the creationKnowledge management is the creation, capture, organization, access and use of an organization's knowledgean organization s knowledge. Collaboration is at the heart of KM — KM cannot h ith t C ll b ti ”happen without Collaboration” Gartner symposium ITxpo 2009
- 10. Organize Knowledge - IntroductionOrganize Knowledge Introduction • Document creation location doesn’t have to be the best place to share it ● The collaboration site is archived ● Users doesn’t have permissions to the site ● Required meta data differs between team site andq knowledge base ● The format is which the item is created is not the best format to share it ● Collaboration site has different approval settings
- 11. Knowledge Management SystemsKnowledge Management Systems • One single repository for digital information • Traditional way of doing Knowledge Central repository y g g Management repository • Multiple Knowledge Workspaces • Knowledge Workspaces can live inMultiple Knowledge Workspaces can live in team workspaces • New way of Knowledge Management Multiple repositories
- 12. Central Repository – Send ToCentral Repository Send To Documents are rolled-up at topic pages • Documents are created in a teamsite • Documents are moved to Document Center by using “Send To” • Enriched with Metadata • Content organizer routes the document to the right placeContent organizer routes the document to the right place
- 13. Advantages and challengesAdvantages and challenges • Initial setup is relatively easy • One central website is easier to maintain; all data is stored in a central location One search scope Advantages • One search scope • Security is provided at the website level • Visitor always navigates away from the team site • Knowledge will have different security Ch ll • Implementation must be highly controlled • Document routing is limited, no support for Pages and Wiki Challenges
- 14. Multiple repositories - SolutionMultiple repositories Solution • Create multiple workspaces for storing andCreate multiple workspaces for storing and classifying knowlegde • Knowledge can live inside team spaces• Knowledge can live inside team spaces • Knowledge can be created at the location the i f ili i ithuser is familiair with • Security is automatically inherited by the security of the team sitel
- 15. Multiple repositoriesMultiple repositories Intranet My Sites Knowledge Workspace B Division A Ton Stegeman Donald Hessing Knowledge W k A Department ICT Department C Stegeman Blog Hessing Blog Workspace A ICT Knowledge Department C Knowledge Blog Blog Workspace ICT Knowledge Knowledge Workspace C Knowledge Workspace SharePoint
- 16. Advantages and challengesAdvantages and challenges • Knowledge is created in the context of the teamsite • Limited security management • Limited site management every teamsite has a Advantages • Limited site management every teamsite has a knowledge workspace g • Harder to setup the system • How to find my Knowledge Workspaces (navigation)How to find my Knowledge Workspaces (navigation) • Make people understand that the level of sharing is determined by the security of the Knowledge Workspace Challenges
- 17. mo-DemanizeOrga
- 18. AgendaAgenda • Introduction / The caseIntroduction / The case • Step 1 - Organize knowledge • Step 2 – Publish knowledgeStep 2 – Publish knowledge • Step 3 – Tag knowledge • Step 4 Find knowledge• Step 4 – Find knowledge • Step 5 – Make knowledge social • Step 6 Maintain knowledge• Step 6 – Maintain knowledge • Conclusion / The future
- 19. Publish Knowledge - IntroductionPublish Knowledge Introduction • The format of the knowledge item at creationThe format of the knowledge item at creation doesn’t have to be the best format to share it ● Move from publication centric to consumption● Move from publication centric to consumption centric model ● Minimize knowledge publication as big documentse o edge pub cat o as b g docu e ts ● Some audiences require a specific format • Think about the helpdesk guyp g y • Think about legal documents that should be understood ● Knowledge Workspace don’t have the sameg p optimal publication format
- 20. Publish Knowledge - Solution ce Publish Knowledge Solution • Reference, E-Reader, Offline, P i tiDocuments rkspac PrintingDocuments • Formal documents P bli hi geWo Formal documents • Fixed layoutsPublishing Q i k d h i owledg • Quick and easy sharing • Group edittingWiki Kno • Pages with video, audio and imagesRich Media
- 21. Advantages and ChallengesAdvantages and Challenges • Every site is optimized for that specific content format • Easy to extend for new formats / Advantages • Easy to extend for new formats / tags / policies • Optimize Knowledge Workspace navigation Ch ll navigation • Explain content editors which format to use when Challenges
- 22. moDemlish-Publ
- 23. AgendaAgenda • Introduction / The caseIntroduction / The case • Step 1 - Organize knowledge • Step 2 – Publish knowledgeStep 2 Publish knowledge • Step 3 – Tag knowledge • Step 4 Find knowledge• Step 4 – Find knowledge • Step 5 – Make knowledge social • Step 6 Maintain knowledge• Step 6 – Maintain knowledge • Conclusion / The future
- 24. Tag - IntroductionTag Introduction • Metadata helps others to find your contentMetadata helps others to find your content ● Knowing your way around the workspaces is less importantimportant ● Tagging done by: • Content editors (taxonomy)Content editors (taxonomy) • The community (folksonomy) ● Finding the balance between too much and tood g t e ba a ce bet ee too uc a d too little ● Corporate taxonomy adds relations between itemsp y and items and people
- 25. Tag - SolutionTag Solution • Domain • Class C ation • Class • Workspace name • Automatically by event receiver Context ssifica • Departments • Processes + Products E t i k dTaxonomy reclas • Enterprise keywords • Default values per workspace Taxonomy Cor • Corporate • Department • Team Governance level • Individual level
- 26. Advantages and ChallengesAdvantages and Challenges • Automatic tagging adds context • Managed metadata hierarchy Advantages g y • Create a corporate taxonomy • Maintenance of term sets M it i t i Challenges • Monitoring enterprise keywords Challenges
- 27. mo-DemTag
- 28. AgendaAgenda • Introduction / The caseIntroduction / The case • Step 1 - Organize knowledge • Step 2 – Publish knowledgeStep 2 Publish knowledge • Step 3 – Tag knowledge • Step 4 Find knowledge• Step 4 – Find knowledge • Step 5 – Make knowledge social • Step 6 Maintain knowledge• Step 6 – Maintain knowledge • Conclusion / The future
- 29. Find KnowledgeFind Knowledge • Move from publication centric to consumptionMove from publication centric to consumption centric model • Users try to find content in 2 different ways• Users try to find content in 2 different ways ● Structured = Navigation T diti l k l d b i d d• Traditional knowledge bases are organized around departments, products, processes not a combination ● Unstructured = Search● Unstructured Search • Knowledge can be everywhere • Not everybody is able to formulate appropriate termy y pp p
- 30. Find Knowledge with SearchFind Knowledge with Search • All items in a Knowledge Workspace share the same fields Domein, Proces Product GovernanceProces, Product, Governance • Search Scope is created on Domain = “Knowledge” Intranet My Sites Donald Division A Knowledge Workspace A Department ICT Department C Ton Stegeman Blog Donald Hessing Blog Search Scope Domain=“Knowledge” Knowledge Workspace ICT Knowledge Workspace Knowledge Workspace C Knowledge Workspace A Workspace SharePoint
- 31. Find Knowledge with Search Search SFind Knowledge with Search Scope Domein= “Knowledge” • Search scope is used to find only the content that is classified as Knowledge • Refinement Panels can be used to filter for ifi t tspecific content • Refinement Panels can be customized to your d !needs! • FAST Search comes with counters per fi trefinement
- 32. Knowledge Workspaces and PortalsKnowledge Workspaces and Portals Personal Blog: Ton Personal Blog:Donald Product X Process Y SELECT TITLE, URL FROM SCOPE() where "scope"='kennis' AND Divension Team X scope = kennis AND owstaxIdPGGMProducten='vrijwillige voortzetting' Divension Team X
- 33. Solution – Knowledge PortalsSolution Knowledge Portals
- 34. Advantages and ChallengesAdvantages and Challenges • Knowledge Portals can be created everywhere • Aggregation of knowledge from multiple spaces A ti f lti l di i ( Advantages • Aggregation for multiple dimensions (process, product) • Dependency on search Ch ll • Not real time • If editors and users don’t tag... Challenges
- 35. emod-DeFind
- 36. AgendaAgenda • Introduction / The caseIntroduction / The case • Step 1 - Organize knowledge • Step 2 – Publish knowledgeStep 2 Publish knowledge • Step 3 – Tag knowledge • Step 4 Find knowledge• Step 4 – Find knowledge • Step 5 – Make knowledge social • Step 6 Maintain knowledge• Step 6 – Maintain knowledge • Conclusion / The future
- 37. Socialize - IntroductionSocialize Introduction • Finding the right person leads to a betterFinding the right person leads to a better answer in less time ● Most knowledge is stored in people● Most knowledge is stored in people ● Reading everything is impossible ● Increase user participation in knowledge● Increase user participation in knowledge development ● Experts are easier to identify and contact● Experts are easier to identify and contact
- 38. Socialize – Out of the box featuresSocialize Out of the box features Wiki Increase participationp p RatingRating Rating by community Social tagging Users help to tag Notes Get feedback / comments
- 39. Socialize – ProfileSocialize Profile • Profile pageProfile page ● Tag people Personal branding● Personal branding • Social network C ll● Colleagues ● Organization browser ● Activity feed • Where to find Donald?
- 40. Socialize – SolutionSocialize Solution • Knowledge portals ● Show related people, based on interest, expertise ● Filter knowledge based on your interests ● Show relevant knowledge, according to readers
- 41. Socialize – SolutionSocialize Solution Always showAlways show ratings Add 'Notes' options to alloptions to all page layouts People search - show 5 last knowledge items
- 43. AgendaAgenda • Introduction / The caseIntroduction / The case • Step 1 - Organize knowledge • Step 2 – Publish knowledgeStep 2 Publish knowledge • Step 3 – Tag knowledge • Step 4 Find knowledge• Step 4 – Find knowledge • Step 5 – Make knowledge social • Step 6 Maintain knowledge• Step 6 – Maintain knowledge • Conclusion / The future
- 44. Maintain - IntroductionMaintain Introduction • Taxonomy and keywords are based on whatTaxonomy and keywords are based on what was considered the truth. But we might be wrongwrong…. • Knowledge systems tend to be organic and need to be optimized in timeneed to be optimized in time • The success of the system needs to be it d it li i t timonitored as it relies on user interaction • We focus on finding knowledge, but what if…
- 45. Maintain – SolutionMaintain Solution • If knowledge is not found, submit feedback (from portals and search) • • Create aliases for keywords
- 46. Maintain – ChallengesMaintain Challenges • Key to success U d i y • Can be specific to audience, team, etc. • Consider additional promotion! User adoption • Information Life Cycle Management • Requirements can be different per departmentILM • Keep the model simple • Find a good knowledge management teamManagement
- 47. AgendaAgenda • Introduction / The caseIntroduction / The case • Step 1 - Organize knowledge • Step 2 – Publish knowledgeStep 2 Publish knowledge • Step 3 – Tag knowledge • Step 4 Find knowledge• Step 4 – Find knowledge • Step 5 – Make knowledge social • Step 6 Maintain knowledge• Step 6 – Maintain knowledge • Conclusion / The future
- 49. Key take aways!Key take aways! • Think about publication location and format when youThink about publication location and format when you think about Knowledge Management • Think about editor and community driven taggingy gg g when you think about metadata • Finding the right person leads to a better answerg g p • Invest in a corporate taxonomy, but plan for change • Think about feedback for cases where the system didabout eedbac o cases e e t e syste d d not help
- 51. Thank you!Thank you! Please fill out a session evaluation form.
- 52. Donald Hessing VX Company dh i @ Ton Stegeman PGGM t @t tdhessing@vxcompany.com ton@tonstegeman.com