Knowledge Communities: Unlocking SharePoint 2010’s Hidden Value

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Knowledge Communities Unlocking SharePoint
2010s Hidden Value
Improving Knowledge Sharing and Collaboration
May 2011
Jim Kane
Practice Lead Collaboration Knowledge
Management, Paragon Solutions
jkane_at_consultparagon.com
Paragon Solutions, Inc. Proprietary
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Paragon Solutions Introduction
Paragon is an enterprise information management
solutions company that helps firms leverage
information
assets to achieve better business results.
Corporate Facts
National Coverage
Global Clients
NJ Headquarters
Dual-shore Development
CAGR 20
Privately owned, 29-year history
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Our Accelerators Deliver Rapid Time-to-Value and
Lower
Total Cost
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Agenda
? Define Knowledge Communities
? Review Examples of Knowledge Communities
? Review a Process for Enabling and Implementing
Knowledge Communities
? Look at SharePoint 2010 Capabilities that
Support Knowledge Communities
? See a Demonstration of SharePoint 2010? QA
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Knowledge Communities
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What are Knowledge Communities?
Knowledge Communities are environments in which
members share common objectives and
goals.Communities are successful when members
adopt behaviors that foster collaboration as well
ascreation and management of information
(knowledge). Communities support making tacit
knowledgeexplicit.
Communities of Practice, Communities of Interest,
Project Communities .. There are no strict
definitions of types of communities Use what
works for your organization.
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Why Knowledge Communities in Life Sciences?
Globalization, Mergers, Need for Speed,
Innovation the Life Sciences industry is
experiencingunprecedented challenges. We have
heard from our clients, and the problems are
common acrossmany organizations. We look at
personal and business drivers.
Its taking too long to develop
new products
How do I know
Who has
We have experts everywhereand we dont know who
they are
this
documentation is correct?
experience in
outsourcing
management?
We keep repeating our mistakes
We arent repeating our successes
How do I
I feel like I am re-inventing
interpret this Part 11 Guideline?
the wheel
We need to adapt to incoming workforce members
I know I haveheard about how
We lose too much knowledge when people leave or
retire
I need tosearch for
to solve my
(Baby Boomers)
problem ..
Individual Drivers
Business Drivers
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Knowledge Capture - A Key Goal of Knowledge
Communities
"Knowledge written and stored in computers is
effectively only about 20 of what we know,
Explicit Knowledge is
searchable, repeatable
knowledge that managed by
domain experts and user can
collaborate on the value and useof the knowledge
Tacit Knowledge is knowledgethat is difficult to
transfer toanother person by means of
writing it down or verbalizing it
P
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Knowledge Communities Enable Many to Many
Knowledge Communities provide a forum for
enabling and capturing knowledge on very complex
topics.
Explicit
DocumentsEmails
Wikis
Detailed
Personal
Blogs
Blogs
Discussions
Announcements
CommunitySweet Spot
Profile Profile
Search Updates
Search
CommentsBookmarks
Microblogs
(Status Update)
RSS
Instant
Simple
Tagging Rating
Messaging
Tacit
Individual
Community
(Many to Many)
(One to One)
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Knowledge Community Examples
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The Power of Communities
Target ValueProposition
Target ValueProposition
Target Value Target Value
Target ValueProposition
Target ValueProposition
Proposition Proposition
Operational
Faster revenue growth, lower
Provide fasteraccess to info,
Create a single, global company/Reduce cycle
time /
Operational Decrease
Excellence , create a more affordable
efficiency and customer service
costs.
service delivery to costs
improve
business structure.
clients, Knowledge
information mgmt
Too Fast to Follow
improve sales leads
sharing culture.
Approach
Approach
Approach
Approach
CoPs, central KMManagers, content
Customer Portal,
Communities of Practice, Best
Approach Customer
Global Networks(CoPs) / New waysof working /
Letting
Approach
management.
CoPs, InTouch, knowledge
practice replication process
service desks, repository
Content Mgmtcommunities of
content
the new guys intoOld Boy networks
Results
management,
practice
Results
10 fold increase in
Results
/ Transfer of best
In less than 6 years , 15000ideas submitted ,
SME teams.
revenue with only5 fold increase in employees.
Number of test chips created
practices
Results
Results decreased from
Increase number of sales leads /Increase in new
value realized ? over 1 billion.
Results
200 million 4.2 to 2.7 /
revenue created / Average reduction
200 million/yr costsavings / Reduced
saved , 95 of 4.5 hours per
product sales / Improved
reduction in color match /
number of wells /
technical query Savings of 2.25
customer
Increased facility
resolution. Annual million per year /
satisfaction scores/ CM investment of
uptime / Reduceddesign and planning
investment of Total investment
approx 50 million. unknown
over 3 million forstart up, 8
million annually.
errors / Total investment ofapproximately
4 million
P o
Source APQC
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Knowledge Communities in Life Sciences
Connect global drug manufacturing subject
matter experts tosupport critical
problem-solving (powder compact,
cleaningvalidation, packaging and labeling,
etc.)
Connect global teams and people from newly
mergedorganizations (scientists, clinical trial
SMEs)
Enhance technology transfer between RD and
commercialization
Capture tacit (personal/not documented)
knowledge and making itexplicit (searchable,
reusable) to support innovation in researchand
clinical operations
Make it easy for new employees to connect with
team members
and to collaborate on problems and content
Facilitate communities with JV partners, CROs
and other externalparties to foster and improve
communications and collaboration
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Enabling and Implementing Knowledge Communities
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Knowledge Community Enablement
Community Enablement is a methodical and flexible
process designed to bring together people
tofunction as a community and meet business
objectives. Paragon takes a very holistic
approach,focusing on key areas for maximum
benefit
Corporate, Business,
Community Sponsors
Corporate Alignment
and Objectives
Evolution Management
Management Leadership
Sponsorship
Metrics
Individual Leadership
Information Architecture
Stewardship
Information Policies Retention
Governance
Methodology Phased
Roles, Types
Communities
Repeatable Model
Collaboration
Flexible to Fit Need
Content Management
Empowered Team
Search
Social Networking
Culture
Reporting
Technology
Values Change Management
Portals (Aggregation)
Adoption
Evangelism
Successful communities address individual needs,
community needs and organizational needs
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Governance Communities and SharePoint 2010
Governance of Communities must tie in to existing
information and personal conduct
policies, as well as technology governance. Some
lessons learned include
Global privacy laws are much stricter than US
laws so plan on
Develop an auditing approach to help ensure
communities are
Do not simply allow ad hoc creation
of communities, have a governance model
tackling this issue early
meeting their stated outcomes
for enabling and implementation
Have a Steering Group support enablement and
implementation
Decide early on intranet v. extranet
communities and levels of governance required
Decide early on approach to approach
for communities that require validated
content
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Community Enablement Framework
Paragon leverages a Community Enablement
Framework, guided by subject-matter experts,
provenmethodologies and pre-defined templates to
ensure effective program execution.
Community
Assess, Define Design Launch
Establishment
Plan Startup Expand Grow Evolve
Project
Phases
Process, Knowledge, and Technology Delivery
New
Users
Community
Setup Enrollment Adoption
Enablement Phases
People, Cultures, and Behaviors
Govern, Measure
Establish
Program
Supporting Technologies (SharePoint 2010)
Maturity
Phase
KM Strategy (Intent)
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An Enablement Process Speeds Adoption of
Communities
The Enablement Process is flexible, based on the
size, scope and criticality of the community
need
the process is guided by subject-matter experts
and with templates and examples. The process
addresses sponsorship, governance, technology,
and cultural issues
Phase I Assess
Phase II Design
Phase III Launch
Phase IV Grow
Define Plan
Startup
Expand
Evolve
Meet with Stakeholders
Finalize Charter
Conduct Role-Based
Implement Goals and
Form Design Team
I.D. Roles/Responsibilities
Training
Measurement Scorecard
Identify Key Drivers
Develop Mrktg/Comm Plans
Implement
Implement Reward
Outcomes
Develop Goals and Metrics
Communication
Recognition Program
Draft Initial Charter Design
Reward/Recognition Change Mgt Plans
Grow Membership
Begin Community Design Plan Complete Content
Conduct Ongoing
Complete Community Design Loading
Outreach Events
Build Capabilities and Load Hold Soft Launch
Review/Update Charter
Content Evaluate Feedback
Capture Success Stories
Complete Change Mgt Plan Revise as Needed
Integrate with Other
Conduct POC Feedback Conduct Formal Release
Communities
Prep for Launch
Contribute to Lessons Learned
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Knowledge Communities and SharePoint
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SharePoint 2010
SharePoint has always been an enabling technology
for Knowledge Communities. SharePoint
2010extends these capabilities for even greater
support.
? New Capabilities for Colleague
Tracking
? Ask Me About Notes? Community Notes?
Enhanced My Site
? Content Tagging and Commenting? Rating
? Faceted Search
? Organizational Browser? Enhanced
Document Management Capabilities
? Enhanced Wiki Capabilities
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SharePoint Provides Unique Connections
Tags are added by the user in a community, and
provide context to content. Tags tie together
pieces thathelp people find others, find
content, track content, and add to the community
knowledge base.
Tagged content is noted on a users MySite and
may be public or private (forpersonal
reference) people can findpeople via tags
Life Sciences communities can tagcontent with
domain specific terms thatspeed search, and help
connect people tocontent.
People
Pages
Libraries
Lists
MySite
Communities
Items
Documents
External
Websites
Communities provide afocus and take advantageof
SharePoint capabilitieslike tags, wikis, blogs,
User profiles
My Sites
highlight personalexpertise, tags, andhelp
connect people
Tag Profiles
Images
discussion threads,
Tag Pages
Search
profiles
Tag pages are SharePoint sites
Tags are indexed and available for search,
automatically created tag pages provide
and can be treated as managed
users multiple ways to work with tags
properties
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Microsoft Partners Enhance the Community
Capabilities
Companies like NewsGator provide extensions that
enhance capabilities of SharePoint
2010 that support Communities
Enhanced User
Interface
Social SiteTemplates
Micro blogging
Enhanced
Activity
Streams
LanguageLocalization
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Demonstration
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SharePoint 2010 Demonstration - A Knowledge
Community
Our demonstration scenario
A few key points
This is a demonstration environment, not a
community from a company we have worked with
We are mostly focusing on the new capabilities
in SharePoint 2010 that support communities
Tim Smith is a new employee. He is a Study
Manager in the Oncology Franchise
authoring a new Protocol for a phase III Oncology
study (ONCO1344). He is looking fortemplates,
work from other trials, and information
pertaining to which Central Labs are currently
used for these kinds of studies. He has learned
about a community that
focuses on Clinical Trials within the
organization, and has decided to reach out to the
community to obtain some of the information he is
seeking.
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The Value of Knowledge Communities
In Life Sciences knowledge has value at many
levels. Communities can support researchers,
project managers, clinical trial leaders and team
members, pipeline management teams and more.
? Information (Knowledge) is captured in context
making it more valuable? A forum is provided to
focus on
? Both individual and corporate outcomes are
addressed
? Younger workers are given the tools they know
(social networking) but
specific business problems and
outcomes
are focused to meet corporate
needs
? Behaviors that support innovation, problem-solv
ing and collaboration
? People are more empowered to succeed
personally
are promoted and supported? People are provided
a capability to
? Savings can be realized when savings are a
defined outcome
connect
? Both individual and corporate outcomes are
addressed
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Paragon Services - How Can We Help You?
Paragon has services and an Enablement
Methodology that can help organizations take
advantageof the value of Knowledge Communities.
From strategy through enablement, Paragon has
theexperience, tools and knowledge to help make
your effort successful. Services of interest
include
? Indentify Knowledge Community Candidates
? Establish Business Case - Sponsorship, Outcome
Visioning? Plan and Execute Community
Enablement
? Assess and Improve Existing Community
Effectiveness
? Design and Build SharePoint 2010 Community
Sites and Capabilities (and Supporting
Information Architecture, Governance, Training)
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Additional Information and Contacts
http//www.consultparagon.com
New!!
Paragon Solutions and Microsoft Co-Author
Whitepaper Detailing
SharePoint 2010 Compliance Enhancements ..
Please visit our web site for additional
information or contact marketing_at_consultparagon.
comto receive a copy
Paragon Solutions Contacts
? Jim Kane, Practice Lead Collaboration KM
jkane_at_consultparagon.com
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