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Current state assessment Information sharing & collaboration systems at WMC.

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Presentation on theme: "Current state assessment Information sharing & collaboration systems at WMC."— Presentation transcript:

1 Current state assessment Information sharing & collaboration systems at WMC

2 Questions driving the following exploration of the current state: 1.How widely used are various information sharing & collaboration systems across the company? 2.Do they currently exhibit characteristics of systems of record or systems of engagement? 3.What collaboration goals do they currently support? (Recommend viewing the following slides in slideshow mode)

3 Used in pockets Used across company System of record System of engagement Collaboration/information sharing systems | Anecdotal analysis InnovationProject/Team work Documenta- tion Getting oriented Informal connection Learning/conn ecting with discipline Finding peopleRunning meetings Client management

4 Characteristics of Systems of Record vs. Systems of Engagement ConsiderationSystems of Record Enterprise content management Systems of Engagement Collaborative business systems FocusTransactionsInteractions GovernanceCommand & ControlCollaboration Core elementsFacts, Dates, CommitmentsInsights, Ideas, Nuances ValueSingle Source of the TruthOpen Forum for Discovery & Dialog Performance standard Accuracy & CompletenessImmediacy and Accessibility ContentAuthoredCommunal Delivery/accessPush (Simple broadcast/retrieval)Pull (Dialogic, behavior-driven) Primary Record typeDocuments (Text, Graphics)“Conversations” (Text-based, Images, Audio, Video) SearchabilityEasyHard UsabilityUser gets trained on system and has access to follow-on support User “knows” system from consumer experience AccessibilityRegulated & ContainedAd Hoc & Open RetentionPermanentTransient Policy FocusSecurity (Protect Assets)Privacy (Protect Users) Source: Moore, Geoffrey. Systems of Engagement and The Future of Enterprise IT: A Sea Change in Enterprise IT. Copyright 2011.

5 Collaboration goals Primary collaboration goal DescriptionPriority/motivator 1. InnovationI continually look for new ways to deliver value, and benefit from exchanging ideas with others Ideas Driving value 2. Project/Team workI work on a team, have milestones, work through versions of deliverables, have reviews, sign-offs Efficiency Driving value 3. DocumentationI'm responsible for publishing or accessing static content that is a matter of record. This content needs to be easily/widely available to either specific groups of people or the community at large. Accuracy Efficiency 4. Getting orientedI'm new to this company/team/project and need help understanding the big picture. Orientation Efficiency 5. Informal connectionI have a special interest in x and want to connect with others with similar interests Passion for subject 6. Learning/connecting with discipline I want to dialogue within a community of practice to seek/share tips, resources, ideas Ideas Passion for subject Establishing credibility 7. Finding peopleI need to understand who I'm speaking/working with; need to access people with specific expertise or backgrounds Efficiency 8. Running meetingsI need to coordinate real-time meetings with people from various locations, and rely heavily on scheduling/phone/video technologies Efficiency 9. Client managementI need to be able to be in touch with clients as a result of knowing what's going on with them inside the organization: Has there been a changed recommendation on a security? Technical issues? Driving value Efficiency To be validated through user surveys and user interviews. JC: add one more? Seeking recognition/advancement (I want to establish credibility among my peers and aspire towards leadership)

6 Used in pockets Used across company System of record System of engagement InnovationProject/Team work Documenta- tion Getting oriented Informal connection Learning/conn ecting with discipline Finding peopleRunning meetings Client management Parking lot Rally Product Master Code of Ethics Expensity Compliance Training Budget system Avaya Citrix/MyPC Knowledge bank Collaboration/information sharing systems | Anecdotal analysis Conference calling Video conferencing OCS (Messaging) OCS (desktop sharing) Wikis Blogs Morning Meetings / EMM Investor Launch Pad Global Investor Calendar? PCS Online Person-person conversations Intranet – Apps directory Intranet – Picturebook Intranet – Floorplans Intranet – Company info Intranet – Department-specific info Media Central Shared drives HR Connect Personal bulletin board Live Meeting (desktop sharing) ServiceNow Web cams SharePoint team sites CEO Forums Intranet – My Links Intranet - search Pivotal ? DIGITAL ANALOG General insights 1.Changes to systems that are used across the company ( , ServiceNow, Picturebook, Apps, and Floorplans, HR connect, Shared drives) have most impact and carry the most risk: positive/negative outcomes will be most widely felt. ( is the only system used in every single collaboration scenario.) 2.These same systems can also yield incredibly useful data, if there are mechanisms in place to measure user behaviors and intent. A planned series of measurable incremental improvements in these areas can yield significant data, which in turn can inform future planning. 3.Intranet search is neither widely used, nor well connected to other systems. Arguably, search should be in upper right quadrant. 4.Some successful experiments in systems of engagement deployed in pockets (ILP, Personal Bulletin Board) have not enjoyed company wide exposure/adoption. Worth studying these explicitly to see what be leveraged for the benefit of the company at large. See next page for SharePoint-specific examples.

7 Active, but not widely-used SharePoint applications We call these out to acknowledge that some SharePoint-based information sharing/collaboration applications enjoy active use, and are leveraging more SharePoint capabilities than most. This raises some questions: Why do so few team sites take advantage of SharePoint functions? What can we learn from those that do? What can/should be scaled for enterprise-wide use? SME RFP This allows Subject Matter Experts across the firm (over 90) to review their content used in RFPs on a quarterly basis and submit any edits. (this is built in SP 2007). The process is reviewed by Deloitte & Touche and needs to include the text before and after edit and sign off. WYP The Wellington Young Professionals team is using most of the features that SharePoint team sites have to offer - News, Discussions, Providing profile information about themselves (hobbies, favorites, whether they can be contacted, role in WYP, tenure, etc.) PCS This team creates all the client presentations/books for client meetings. They are also taking advantage of their SharePoint team site. They have team members in most global offices and support work in all office time zones. They supplement other systems they use with their team site and provide forecasts, hand off of jobs across time zones, identify priorities and back BCP They use the Check in check out feature to collaborate on documents and keep them up to date across all their constituents/representatives internally/globally Contributors. GIR Reports Repository This SharePoint site pulls reports and puts them on a dashboard for each manager. It has gotten 332 average requests per day (somewhat skewed due to technical issues and IT hitting the site) System of record System of engagement

8 Collaboration/information sharing systems | Anecdotal analysis Used in pockets Used across company System of record System of engagement InnovationProject/Team work Documenta- tion Getting oriented Informal connection Learning/conn ecting with discipline Finding peopleRunning meetings Client management I continually look for new ways to deliver value, and benefit from exchanging ideas with others. Conference calling Video conferencing OCS (Messaging) OCS (desktop sharing) Wikis Blogs Morning Meetings / EMM Investor Launch Pad Global Investor Calendar? PCS Online Person-person conversations Intranet – Apps directory Intranet – Picturebook Intranet – Floorplans Intranet – Company info Intranet – Department-specific info Media Central Shared drives HR Connect Personal bulletin board Live Meeting (desktop sharing) ServiceNow Web cams SharePoint team sites CEO Forums Intranet – My Links Intranet - search Pivotal ? DIGITAL ANALOG Insights: INNOVATION Outside of Investor-specific channels (ILP and Morning Meetings), innovation is supported thru largely transient, few-few communication channels. How many innovative ideas are not seeing the light of day? Possible opportunities Mechanisms for community brainstorming & evaluation of ideas Mechanisms for recognizing contributors of high-value innovations Mechanisms for retaining/searching/archiving innovation-related content – turning this content into something accessible via systems of record. Real-time online discussions/journaling during events like Morning Meetings

9 Used in pockets Used across company System of record System of engagement InnovationProject/Team work Documenta- tion Getting oriented Informal connection Learning/conn ecting with discipline Finding peopleRunning meetings Client management I work on a team, have milestones, work through versions of deliverables, have reviews, sign-offs Collaboration/information sharing systems | Anecdotal analysis Conference calling Video conferencing OCS (Messaging) OCS (desktop sharing) Wikis Blogs Morning Meetings / EMM Investor Launch Pad Global Investor Calendar? PCS Online Person-person conversations Intranet – Apps directory Intranet – Picturebook Intranet – Floorplans Intranet – Company info Intranet – Department-specific info Media Central Shared drives HR Connect Personal bulletin board Live Meeting (desktop sharing) ServiceNow Web cams SharePoint team sites CEO Forums Intranet – My Links Intranet - search Pivotal ? DIGITAL ANALOG Insights: PROJECT/TEAM WORK 1.Shared Drives and are the predominant means of managing work. These are the most familiar channels. The systems behave the way people expect them to. A focus on integrating these channels with with new productivity tools will likely be met with less resistance than trying to replace them. 2.Existing tools that support workflow (Sharepoint, PCS Online) are not being widely used for project conversations. No robust engagement here, yet. Not clear how much this is due to problem with how tools are implemented, or poor UI, or cultural resistance. 3.Generally, documents and conversations are happening in disparate channels. Possible opportunities Look for ways to better integrate work artifacts & tasks with . Look for ways to better support dialog around project artifacts & tasks Look for data management solutions that integrate directly within file system Support “recommended content/people” function where appropriate Support templated Team Sites designed for certain project types

10 Used in pockets Used across company System of record System of engagement InnovationProject/Team work Documenta- tion Getting oriented Informal connection Learning/conn ecting with discipline Finding peopleRunning meetings Client management DIGITAL ANALOG I'm responsible for publishing or accessing static content that is a matter of record. This content needs to be easily/widely available to either specific groups of people or the community at large. Collaboration/information sharing systems | Anecdotal analysis Conference calling Video conferencing OCS (Messaging) OCS (desktop sharing) Wikis Blogs Morning Meetings / EMM Investor Launch Pad Global Investor Calendar? PCS Online Person-person conversations Intranet – Apps directory Intranet – Picturebook Intranet – Floorplans Intranet – Company info Intranet – Department-specific info Media Central Shared drives HR Connect Personal bulletin board Live Meeting (desktop sharing) ServiceNow Web cams SharePoint team sites CEO Forums Intranet – My Links Intranet - search Pivotal ? DIGITAL ANALOG Insights: DOCUMENTATION 1.Search-which is a primary use case for the persona with this goal-is not particularly useful to the document-seeker, since s/he has to search many systems individually. 2.People aren’t sure where to publish their documents: Does this go on the intranet? On a team site? On the shared drive? Possible opportunities Federate some search systems: Intranet, picturebook, apps, sharepoint sites for starters. Develop content management framework for publishers (use intranet for X, use SharePoint team sites for Y) Provide content publishers visibility into how their content is being consumed and by whom so they can listen and self-moderate and provide ever more valuable content. Develop pain-free tagging mechanisms to improve quality of metadata

11 Used in pockets Used across company System of record System of engagement InnovationProject/Team work Documenta- tion Getting oriented Informal connection Learning/conn ecting with discipline Finding peopleRunning meetings Client management DIGITAL ANALOG Collaboration/information sharing systems | Anecdotal analysis I'm new to this company/team/project and need help understanding the big picture. Conference calling Video conferencing OCS (Messaging) OCS (desktop sharing) Wikis Blogs Morning Meetings / EMM Investor Launch Pad Global Investor Calendar? PCS Online Person-person conversations Intranet – Apps directory Intranet – Picturebook Intranet – Floorplans Intranet – Company info Intranet – Department-specific info Media Central Shared drives HR Connect Personal bulletin board Live Meeting (desktop sharing) ServiceNow Web cams SharePoint team sites CEO Forums Intranet – My Links Intranet - search Pivotal ? DIGITAL ANALOG Insights: GETTING ORIENTED Over 600 employees were hired since Anecdotal evidence suggests that while orientation-type content exists, getting to it is time-consuming and requires pointers from people. Possible opportunities To address needs of team/project newcomers: In any project team site implementation, include template for first time users. To address needs of company newcomers: requires further investigation into WMC onboarding process, but at the least, ensure that this persona is explicitly considered for the firm-wide intranet content. Provide discussion forums focused on new hires Support Q/A functions where community identifies valuable answers Support “Recommended content/people” functions where appropriate

12 Used in pockets Used across company System of record System of engagement InnovationProject/Team work Documenta- tion Getting oriented Informal connection Connecting with discipline Finding peopleRunning meetings Client management DIGITAL ANALOG Collaboration/information sharing systems | Anecdotal analysis I have a special interest in x and want to connect with others with similar interests Conference calling Video conferencing OCS (Messaging) OCS (desktop sharing) Wikis Blogs Morning Meetings / EMM Investor Launch Pad Global Investor Calendar? PCS Online Person-person conversations Intranet – Apps directory Intranet – Picturebook Intranet – Floorplans Intranet – Company info Intranet – Department-specific info Media Central Shared drives HR Connect Personal bulletin board Live Meeting (desktop sharing) ServiceNow Web cams SharePoint team sites CEO Forums Intranet – My Links Intranet - search Pivotal ? DIGITAL ANALOG Insights: INFORMAL CONNECTION 1.Personal bulletin board, while not widely used, is one of the top-most searched items on the intranet. It’s enjoying some success as a system of engagement within the company culture 2.SharePoint team sites, while offering discussion functions, are not widely used this way. Not clear how much this is due to problem with how tools are implemented, or poor UI, or cultural resistance. 3.Where I find people is not well connected to channels for talking to people. 4.Picture Book offers limited information about people 5.Not easy to tell how to find existing affinity groups (AIM, WYP, WWN, etc) Possible opportunities Support more self-organized non-business-critical discussion forums akin to Personal bulletin board (beyond those within the Diversity charter). Increase visibility of these groups for new hires and for company at large Better integration between Picturebook and IM/ Expand profile info to Include optional non-business information (hobbies, interests). Surface this info conditionally, pending context. Support “Recommended content/people” functions where appropriate.

13 Used in pockets Used across company System of record System of engagement InnovationProject/Team work Documenta- tion Getting oriented Informal connection Learning/conn ecting with discipline Finding peopleRunning meetings Client management DIGITAL ANALOG Collaboration/information sharing systems | Anecdotal analysis I want to dialogue within a community of practice to seek/share tips, resources, ideas Conference calling Video conferencing OCS (Messaging) OCS (desktop sharing) Wikis Blogs Morning Meetings / EMM Investor Launch Pad Global Investor Calendar? PCS Online Person-person conversations Intranet – Apps directory Intranet – Picturebook Intranet – Floorplans Intranet – Company info Intranet – Department-specific info Media Central Shared drives HR Connect Personal bulletin board Live Meeting (desktop sharing) ServiceNow Web cams SharePoint team sites CEO Forums Intranet – My Links Intranet - search Pivotal ? DIGITAL ANALOG Insights: LEARNING/CONNECTING WITH DISCIPLINE 1.SharePoint team sites, while offering discussion functions, are not widely used this way. Not clear how much this is due to problem with how tools are implemented, or poor UI, or cultural resistance. 2.Where I find people is not well connected to channels for talking to people. 3.Picture Book offers limited information about people -difficult to assess expertise of others 4.Not easy to tell how to find existing discipline-oriented groups Possible opportunities Support discussion forum groups focused specifically for dialog w/i disciplines Increase visibility of these groups for new hires and for company at large Better integration between Picturebook and IM/ Expand profiles to help people understand expertise of others (project histories, accreditations, degrees, visibility into volume/frequency of community contributions) Support Q/A functions where community identifies valuable answers Support “Recommended content/people” functions where appropriate Identify people in discussion forums as “supporter” “learner” or “teacher” based on their previous activity in the community

14 Used in pockets Used across company System of record System of engagement InnovationProject/Team work Documenta- tion Getting oriented Informal connection Learning/conn ecting with discipline Finding peopleRunning meetings Client management DIGITAL ANALOG Collaboration/information sharing systems | Anecdotal analysis I need to understand who I'm speaking/working with; need to access people with specific expertise or backgrounds. Conference calling Video conferencing OCS (Messaging) OCS (desktop sharing) Wikis Blogs Morning Meetings / EMM Investor Launch Pad Global Investor Calendar? PCS Online Person-person conversations Intranet – Apps directory Intranet – Picturebook Intranet – Floorplans Intranet – Company info Intranet – Department-specific info Media Central Shared drives HR Connect Personal bulletin board Live Meeting (desktop sharing) ServiceNow Web cams SharePoint team sites CEO Forums Intranet – My Links Intranet - search Pivotal ? DIGITAL ANALOG Insights: FINDING PEOPLE 1.Where I find people is not well connected to channels for talking to people. 2.Picture Book offers limited information about people Possible opportunities Covered in previous two collaboration goals

15 Used in pockets Used across company System of record System of engagement InnovationProject/Team work Documenta- tion Getting oriented Informal connection Learning/conn ecting with discipline Finding peopleRunning meetings Client management DIGITAL ANALOG Collaboration/information sharing systems | Anecdotal analysis Conference calling Video conferencing OCS (Messaging) OCS (desktop sharing) Wikis Blogs Morning Meetings / EMM Investor Launch Pad Global Investor Calendar? PCS Online Person-person conversations Intranet – Apps directory Intranet – Picturebook Intranet – Floorplans Intranet – Company info Intranet – Department-specific info Media Central Shared drives HR Connect Personal bulletin board Live Meeting (desktop sharing) ServiceNow Web cams SharePoint team sites CEO Forums Intranet – My Links Intranet - search Pivotal ? DIGITAL ANALOG I need to coordinate real-time meetings with people from various locations, and rely heavily on scheduling/phone/video technologies Insights: RUNNING MEETINGS Relationship between Outlook, Picturebook, and Floorplans is critical in efficiently setting up meetings. Possible opportunities Benchmark amount of time/number of steps it takes to schedule a multi- person, overseas videoconferencing meeting, and identify opportunities to increase productivity

16 Used in pockets Used across company System of record System of engagement InnovationProject/Team work Documenta- tion Getting oriented Informal connection Learning/conn ecting with discipline Finding peopleRunning meetings Client management DIGITAL ANALOG Collaboration/information sharing systems | Anecdotal analysis Conference calling Video conferencing OCS (Messaging) OCS (desktop sharing) Wikis Blogs Morning Meetings / EMM Investor Launch Pad Global Investor Calendar? PCS Online Person-person conversations Intranet – Apps directory Intranet – Picturebook Intranet – Floorplans Intranet – Company info Intranet – Department-specific info Media Central Shared drives HR Connect Personal bulletin board Live Meeting (desktop sharing) ServiceNow Web cams SharePoint team sites CEO Forums Intranet – My Links Intranet - search Pivotal ? DIGITAL ANALOG I need to be in touch with external clients as a result of knowing what's going on with them inside the organization: Has there been a changed recommendation on a security? Technical issues? Insights: CLIENT MANAGEMENT 1. Help from Joe? Possible opportunities Benchmark amount of time/number of steps it takes to, and identify opportunities to increase productivity Other?

17 Some DL findings Total # DLs: 4580 DLs with more than 200 people: 117 DLs with fewer than 50 people: 4081 DLs with fewer than 10 people: 1988 Membership of 20 most active DLs (measured in messages received): average 13 people

18 What surveys will reveal 1.Validation of collaboration goals 2.Priorities of collaboration goals by job function – this will help us solidify personas and determine which scenarios should get our attention first. 3.Satisfaction with existing collaboration support at WMC 4.Importance/satisfaction of key intranet functions & content 5.Self-reported usage/satisfaction with distribution lists 6.Self-reported usage/satisfaction with team sites What card sorts will reveal 1.Mental model of company-wide content on intranet What interviews will reveal 1.Insights into conflicting or ambiguous survey/card sort data 2.Finer textural, attitudinal details about the above topics. 3.Reactions to examples of best-practice intranets and enterprise collaboration functions

19 appendix

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