This is the presentation we gave at the Knowledge and Content conference in London, June 2009. We were praised for not 'selling' even though we were there as vendors/sponsors. Without the narrative it's not the easiest set of slides to read but you get the idea.
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Knowledge and Content UK 2009 (KCUK) presentation and case study
1. A true “case story” about
Knowledge Workers and
Information Professionals
KCUK 2009
2. Story outline
Chapters
Part 1 - A global consultancy 3 years ago
Gregory Culpin (Knowledge Plaza)
Part 2 - A global consultancy today, case study
Scott Gavin (Applied Trends)
9. He observes Charlotte
• receiving sector-specific requests (input)
• finding/organizing information sources
• delivering summary reports and newsletters
(output)
10. Charlotte is
well organized and
has Gen X habits.
• corporate address book for locating people
• e-mail / phone for communication
• shared drive / CMS for electronic documents
• bookshelves for paper documents
11. He observes Jeremy
• translating customer needs (input)
• finding reliable information
• delivering relevant solutions
(output)
12. Jeremy is a digital native and uses many free
tools
Delicious for bookmarking important sources
Linkedin for colleagues’ past and current activities
Twitter for tapping into a global mindset
Wikis for client project collaboration
13. As most knowledge workers, they follow
a search-gather-and-deliver process
... and spend 1 day per week* searching
for information and for people.
* Source: Information@Work report, IDC, January 2007
23. Currently Jeremy and Charlotte
manage many information items
websites documents e-mails contacts references
in different ways and places.
24. First goal : help Jeremy and Charlotte
organize their own information.
25. Second goal : help them access
information from people they know
26. Third goal : help them discover
new information and new people
27. Scott Gavin in conjunction with Knowledge Plaza
ca
se
st
ud
y
PART I
★ why we built knowledge plaza
★ which social software aspects were key
★ challenges and learnings
KC UK 2009 London
29. Consultant
Request
Knowledge
Center
Researchers
what they do
Research
Network
Experts
Package
Knowledge
Knowledge
Package
Research, gather, annotate, report
30. accurate timely
consistent
relevant leveraged
location
experts
info challenges
34. current pain points
experts search knowledge
identify + internal and getting it out of
leverage external the inbox
centralizing and capturing
35. current pain points
experts search knowledge discovery
identify + internal and getting it out of enable passive
leverage external the inbox discovery
social requirements
36. sourcing a solution
km search
doc management
people directory
profiles
collaboration
38. ta
Tagging gg
in
g
on the web
del.icio.us
connotea
diigo
flickr
connectbeam
cogenz
* tag knowledge items and people
* easily discoverable by all
* taxonomy & folksonomy
39. sh
Sharing of info items ar
in
g
on the web
Twitter
Reddit
Digg
Blogs
Delicious
Flickr
* easily share links, docs, websites
* commenting on shared items
* get stuff out of email
40. su
bs
Subscribe to Information cr
ib
e
on the web
Google Reader
Netvibes
Feed Demon
Newsgator
You browser!
* trap information, create alerts
* create personalized newswires
* put users in control of information
41. pr
Profiles and Networks ofi
le
s
on the web
Facebook
LinkedIn
Most 2.0 apps
MySpace*
* connect with colleagues and share
* users to become a way to find information
* identify subject matter experts
42. ra
Ratings and Recommendations tin
gs
on the web
Amazon
Apple
ITunes
Digg
* find top content based on ratings
* influence order of search results
* allow consultants to rate reports
43. Dashboards and Newsfeeds
ne
w
s
on the web
LinkedIn
Facebook
Twitter
MicroPlaza
* tracking network activity
* keeping on top of requests and comments
44. packaging of knowledge
unique req?
find
store
annotate
collate
decide
share
* for re-use, collaboration, publishing
* sale, brokerage, syndication
53. challenges/learnings
fatigue and stickiness
pessimism
don’t talk about email digests
web 2.0 or social !
dashboards
don’t offer solid
replacements, user interactions
instead enhance
processes tie all these back
to platform
non-mandatory
54. challenges/learnings
fatigue and fear of
stickiness
pessimism sharing
don’t talk about email digests put the roi on
web 2.0 or social ! personal use
dashboards
don’t offer solid sharing is not the
replacements, user interactions primary user aim
instead enhance
processes tie all these back build the system
to platform around sharing
non-mandatory
55. challenges/learnings
fatigue and fear of sharepoint
stickiness
pessimism sharing
put the roi on don’t compete,
don’t talk about email digests
personal use integrate
web 2.0 or social !
dashboards
sharing is not the it’s part of the
don’t offer solid
primary user aim ecosystem
replacements, user interactions
instead enhance
build the system let users choose
processes tie all these back
to platform around sharing
non-mandatory