SharePoint Wiki Plus and Amdocs Pedia case study Nimrod Geva KWizCom

Introduction KWizCom Business Card Founded in 2005 Headquartered in Toronto Global provider of add-ons and services customers worldwide Business Target: Deliver innovative and cost-effective add-ons, enabling customers to deploy excellent Microsoft SharePoint and Dynamics CRM solutions faster than ever and at no risk. KWizCom Business Card Founded in 2005 Headquartered in Toronto Global provider of add-ons and services customers worldwide Business Target: Deliver innovative and cost-effective add-ons, enabling customers to deploy excellent Microsoft SharePoint and Dynamics CRM solutions faster than ever and at no risk. Fields of expertise: Microsoft Office SharePoint Microsoft Dynamics CRM Competencies: Gold Certified Partner ISV Information Worker

We’re talking about… Creating a cross-corporate place for knowledge and experience sharing Moving from local, separate ways of managing professional information to one shared, consistent pool Making the writing and use of content easy Allowing teams to work locally and affect globally

Who’s using Amdocs Pedia? Global enterprise, distributed worldwide – 8 major development centers, 40 office sites, employees Phase I – implemented for product and technology experts in one major group visits monthly by 1500 professionals Over 400 new content pages per month

What is AmdocsPedia? An enhanced wiki knowledge base KWizCom’s WikiPlus - an add-on for MOSS 2007 Developed as a collaborative Amdocs – KWizCom project The best Wiki-based Enterprise KM solution! PortalCollaboration BIECM Search Business Processes

What is a Wiki? A collection of web pages with unique structure and functionality No need to download/upload large files/documents No rigid hierarchy – a network of intuitive links between pages Links are based on topics. Topics become page names. No need to know file locations. No URLs Easy to create new pages and categories Automatic version management allows everyone to write, yet keeps content safe Interactive environment – favorites, subscriptions, discussions, rating A large shared “notebook” that everyone can easily write in, at any time

Why use it? Professional knowledge sharing across unit boundaries A single, shared, cross-corporate knowledgebase instead of many separate knowledge “islands” Professional knowledge sharing between related projects Global company, wide spectrum of products and services, yet focused on providing a unified customer experience Matrix organization. Many expert groups. Distributed worldwide

What you can use a Wiki for? Company procedures archive Learning materials archive A knowledge base for customer support An interlinked “encyclopedia” / dictionary Professional knowledge sharing between experts and projects

How did it start? Demand from top down and bottom up Corporate KM methodology, directive from business units’ managers Requirements from experts in the work groups Some teams employed local solutions, each different and unique. There was need for a comprehensive, congruent solution An integration and implementation process was initiated, working with groups to meet their needs, yet bring all “onto the same page”

Starting the journey Study of needs, mapping groups, managerial leadership, knowledge champions, round table meetings – Feb Beginning with “out of the box” SharePoint Portal 2007 wiki – Amdocspedia 1.0, April 2007 Step by step implementation, working with groups, Defining requirements with knowledge champions and users Designing WikiPlus – June 2007 Development

The journey (Continued) Wiki Plus user pilot with leading knowledge champions and power users (In parallel with on going use of Amdocspedia 1.0) Fine tuning of usability and configuration Migration of content (Amdocspedia 1.0 still available but read only) Full switch to Amdocspedia April 2008

Using the Wiki Must be embedded into the way people work, part of the regular work process Replaces other means of recording and sharing information with easy to use, shared and interactive tools Knowledge champions create and structure the main pages, users add tips and other information gradually The wiki evolves intuitively over time Tagging, RSS, subscriptions and search make it easy to find what you need

Current deployment in amdocs Very positive feedbacks from various groups: Cross-department, cross-project collaboration made much easier Knowledge made much more accessible Customers want more features! Started deploying the 2 nd Wiki Plus version (1.2.50)

?What made it a success Quick implementation, early gains Planned together with the users, with their needs in mind Integrating the wiki and placing it in context of: How people work Business needs A comprehensive suite of solutions Focused planning, define what to use the wiki for and what not to use it for A successful partnership model Worked with leading managers and knowledge champions within the groups - network, round tables, Both top-down and bottom-up Standard solution, Maximize the SharePoint investment

Diving Deep – Wiki Plus features

The Wiki Plus features Support for standard Wiki markup Full Taxonomy management solution Intuitive and flexible categorization, using multiple tags Multiple tags for pages Master tag cloud and tag index Easy and RSS subscriptions for pages and/or tags A discussion area for each page Improved content editor Easily add images, create links and attach related files Create and manage tables Content Rating

Wiki features (continued)… One step duplication of pages to create similar pages Content lifecycle management New reporting capabilities, such as report of the top contributors Wiki content templates Content Snippets Automatic table of contents (TOC) Improved printing Export to PDF/WORD True SharePoint integration - No separate maintenance costs!

Quick product feature tour

Find articles by Tags/Categories Or by their ratings

Let’s click this tag..

The Tag Pages List page displays all pages that were tagged to the selected tag. Subscribe to this category and get alerts for new/updated content Clicking the “Check forms authentication” page link opens this wiki page in View mode.

Content (with forward links) Page’s properties Per-page discussions This is the wiki page in View mode

Edit any of the forward links (this will create a new wiki page) What can I do while reading this page? Find other pages connected to related categories/tags Rate this page Subscribe to alerts on this page Edit the page

Let’s create a new page

You can create a page based on Content templates (just like in MS Office) Content Preview

The Wiki Plus Editor Full rich text Web & Wiki editor You can clone an existing page (and save a lot of time ) Wiki Markup snippets (for wiki beginners that are not skilled wiki authors) Enhanced management of images, attachments and links Content snippets allow you to share reusable pieces of content You can easily save a page as a new content template

The Wiki Plus Editor – Easy management of Wiki page links Easily create a link to new wiki pages or to existing wiki pages) You can insert links to wiki pages located in other sites! Easily implement a distributed structure! Easily locate other wiki pages by using customizable SharePoint views

The Wiki Plus Editor – Easy management of images Need to include an image? Simply click the “Image Manager” button You can select existing images from your SharePoint libraries. Can’t find it? No problem – you can upload a new one and include it in your page in one click! Upload your requested file and it will be shared with all other wiki authors.

The Wiki Plus Editor – Easy management of file attachments Need to attach documents/files to your Wiki page? Simply click the “Document Manager” button Same as in pictures – You can select an existing file or upload a new one and attach it to your wiki page.

Adding and Managing links

The Wiki Plus Editor – Include content snippets The Wiki Plus Editor – Include content snippets We have a standard order confirmation message we use in many pages. In order to use it I will click the “Content Snippets” button. Clicking the “Order Confirmation” option will add this shared piece of content to the page Share useful, reusable, rich-content snippets!

The Wiki Plus Editor – Web 2.0-style tagging When you enter a tag, the auto-complete feature shows you all existing tags (which can be filtered by views/permissions)

The Wiki Plus Editor – Hierarchical categories In this mode authors are only allowed to select from centrally managed categories. (You can select you preferred tagging methodology) Click the “Browse” button and select categories: Categorize your page by checking the required categories in the category tree

Content lifecycle management (Take control of your content!) Every page has an Owner (or several) that has special permissions: 1.Can delete the page 2.Can restore previous versions 3.Gets an notification when someone else changes the page 4.Can define expiration period After defining a Lifecycle alert: 1.When the page is about to expire – page owners get a notification (“Please renew the page”) 2.If the page has expired – an “Out of date” label will appear on top of the page, letting users know that the page may be obsolete. Readers will see the “Out of date” label (If the page owner did not renew the page on time) Avoid obsolete content - make your content always relevant and accurate!

Automatic Table of contents You can edit parts of a page More Wiki features

Advanced Reports

Pages Report Advanced Reports Pages Report Concrete information on how your KM solution is being used. Example: which pages were viewed most in the last month?

Preview before Save

Wiki Plus Architecture It is all standard SharePoint building blocks.. Wiki Plus Library Definition Custom Field Types: Tagging Rating WikiPlus Wiki Plus Content Type Wiki Plus Master Page Wiki Plus Site Template Stylesheet Resource files Web Part pages and web parts Wiki Plus Feature

Support Central & Distributed architecture Customizable data layer Customizable layout Content lifecycle management Enterprise Taxonomy Rich web + Wiki editor Supports all MOSS features & framework Wiki Plus Unique Features Enables the implementation of a tailored business solution Enables the implementation of a tailored business solution

SharePoint Wiki Plus is a recognized MOSS-based Wiki solution.

Thank You! Questions ? Nimrod Geva KWizCom