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Knowledge Communities: Unlocking SharePoint 2010’s Hidden Value Improving Knowledge Sharing and Collaboration May 2011 Jim Kane Practice Lead: Collaboration & Knowledge Management, Paragon Solutions jkane@consultparagon.com Paragon Solutions, Inc. Proprietary 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 Paragon Solutions, Inc. Proprietary -2- Our Accelerators Deliver Rapid Time-to-Value and Lower Total Cost Paragon Solutions, Inc. Proprietary -3- 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  Q&A Paragon Solutions, Inc. Proprietary -4- Knowledge Communities Paragon Solutions, Inc. Proprietary 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 as creation and management of information (knowledge). Communities support making tacit knowledge explicit. Communities of Practice, Communities of Interest, Project Communities .. There are no strict definitions of types of communities … Use what works for your organization. Paragon Solutions, Inc. Proprietary -6- Why Knowledge Communities in Life Sciences? Globalization, Mergers, Need for Speed, Innovation … the Life Sciences industry is experiencing unprecedented challenges. We have heard from our clients, and the problems are common across many organizations. We look at personal and business drivers. It’s taking too long to develop new products How do I know this documentation is correct? Who has experience in outsourcing management? We have experts everywhere and we don’t’ know who they are We keep repeating our mistakes We aren’t repeating our successes We need to adapt to incoming workforce members We lose too much knowledge when people leave or retire (Baby Boomers) How do I interpret this Part 11 Guideline? I feel like I am re-inventing the wheel I need to search for … I know I have heard about how to solve my problem .. Individual Drivers Paragon Solutions, Inc. Proprietary -7- Business Drivers 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 use of the knowledge Tacit Knowledge is knowledge that is difficult to transfer to another person by means of writing it down or verbalizing it Paragon Solutions, Inc. Proprietary -8- Knowledge Communities Enable “Many to Many” Knowledge Communities provide a forum for enabling and capturing knowledge on very complex topics. Explicit Detailed Emails Documents Wikis Personal Blogs Blogs Discussions Announcements Community Sweet Spot Profile Search Microblogs (Status Update) Profile Updates Search Comments Bookmarks & RSS Simple Instant Messaging Individual (One to One) Paragon Solutions, Inc. Proprietary -9- Tagging & Rating Tacit Community (Many to Many) Knowledge Community Examples Paragon Solutions, Inc. Proprietary The Power of Communities Target Value Proposition : Operational Excellence , create a more affordable business structure. Approach : Communities of Practice, Best practice replication process Target Value Proposition : Faster revenue growth, lower costs. Approach : CoP’s, central KM Managers, content management. Results : 10 fold increase in revenue with only 5 fold increase in employees. Target Value Proposition : Operational efficiency and service delivery to clients, Knowledge sharing culture. Approach : CoP’s, InTouch, service desks, content management, SME teams. Results : $200 million revenue created / saved , 95% reduction in technical query resolution. Annual investment of approx $50 million. Target Value Proposition : Decrease customer service costs Approach : Customer Portal, Customer knowledge repository Target Value Proposition : Provide faster access to info, improve information mgmt improve sales leads Approach : Content Mgmt communities of practice Results : Increase number of sales leads / Increase in new product sales / Improved customer satisfaction scores / CM investment of over $3 million for start up, $8 million annually. Target Value Proposition : Create a single, global company /Reduce cycle time / “Too Fast to Follow” Approach : Global Networks (CoPs) / New ways of working / Letting the new guys into “Old Boy” networks / Transfer of best practices Results : $200 million/yr cost savings / Reduced number of wells / Increased facility uptime / Reduced design and planning errors / Total investment of approximately $4 million Source: APQC Results : In less than 6 years , 15000 ideas submitted , value realized ? over $1 billion. Results : Number of test chips created decreased from 4.2 to 2.7 / Average reduction of 4.5 hours per color match / Savings of $2.25 million per year / Total investment unknown Paragon Solutions, Inc. Proprietary - 11 - Knowledge Communities in Life Sciences • Connect global drug manufacturing subject matter experts to support critical problem-solving (powder compact, cleaning validation, packaging and labeling, etc.) • Connect global teams and people from newly merged organizations (scientists, clinical trial SMEs) • Enhance technology transfer between R&D and commercialization • Capture tacit (personal/not documented) knowledge and making it explicit (searchable, reusable) to support innovation in research and 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 external parties to foster and improve communications and collaboration Paragon Solutions, Inc. Proprietary - 12 - Enabling and Implementing Knowledge Communities Paragon Solutions, Inc. Proprietary Knowledge Community Enablement Community Enablement is a methodical and flexible process designed to bring together people to function as a community and meet business objectives. Paragon takes a very holistic approach, focusing on key areas for maximum benefit • Corporate Alignment • Evolution Management • Metrics • Information Architecture • Corporate, Business, Community Sponsors and Objectives Sponsorship • Management Leadership • Individual Leadership • Stewardship • Information Policies & Retention Governance Methodology • Phased • Roles, Types • Collaboration • Content Management Communities • Repeatable Model • Flexible to Fit Need • Empowered Team • Search • Social Networking • Reporting • Portals (Aggregation) Technology Culture & Values • Change Management • Adoption • Evangelism Successful communities address individual needs, community needs and organizational needs Paragon Solutions, Inc. Proprietary - 14 - 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 tackling this issue early • Have a Steering Group support enablement and implementation • Develop an auditing approach to help ensure communities are meeting their stated outcomes • Decide early on intranet v. extranet communities and levels of governance required • Do not simply allow ad hoc creation of communities, have a governance model for enabling and implementation • Decide early on approach to approach for communities that require validated content Paragon Solutions, Inc. Proprietary - 15 - Community Enablement Framework Paragon leverages a Community Enablement Framework, guided by subject-matter experts, proven methodologies and pre-defined templates to ensure effective program execution. Communication Plan New Users Community Enablement Phases Setup Enrollment Adoption People, Cultures, and Behaviors Establish Program Maturity Phase Govern, Measure Supporting Technologies (SharePoint 2010) KM Strategy (Intent) Paragon Solutions, Inc. Proprietary - 16 - Project Plan Process, Knowledge, and Technology Delivery Change Mgt Plan Community Establishment Project Phases Assess, Define & Plan Design & Startup Launch & Expand Grow & Evolve 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 Define & Plan Phase II Design & Startup Phase III Launch & Expand Phase IV Grow & Evolve • Meet with Stakeholders • Form Design Team • Identify Key Drivers & Outcomes • Draft Initial Charter • Begin Community Design • • • • • • • • • • Finalize Charter I.D. Roles/Responsibilities Develop Mrktg/Comm Plans Develop Goals and Metrics Design Reward/Recognition Plan Complete Community Design Build Capabilities and Load Content Complete Change Mgt Plan Conduct POC & Feedback Prep for Launch • Conduct Role-Based Training • Implement Communication & Change Mgt Plans • Complete Content Loading • Hold Soft Launch • Evaluate Feedback • Revise as Needed • Conduct Formal Release • Implement Goals and Measurement Scorecard • Implement Reward & Recognition Program • Grow Membership • Conduct Ongoing Outreach Events • Review/Update Charter • Capture Success Stories • Integrate with Other Communities • Contribute to Lessons Learned Paragon Solutions, Inc. Proprietary - 17 - Knowledge Communities and SharePoint Paragon Solutions, Inc. Proprietary SharePoint 2010 SharePoint has always been an enabling technology for Knowledge Communities. SharePoint 2010 extends 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 Paragon Solutions, Inc. Proprietary - 19 - SharePoint Provides Unique Connections Tags are added by the user in a community, and provide context to content. Tags tie together pieces that help people find others, find content, track content, and add to the community knowledge base. Tagged content is noted on a user’s My Site and may be public or private (for personal reference); people can find people via tags • • • • • • • • • People Pages Libraries Lists Items Documents External Websites My Sites Tag Profiles Images Life Sciences communities can tag content with domain specific terms that speed search, and help connect people to content. My Site User profiles highlight personal expertise, tags, and help connect people Communities Communities provide a focus and take advantage of SharePoint capabilities like tags, wikis, blogs, discussion threads, profiles Tag Pages Tag pages are SharePoint sites automatically created; tag pages provide users multiple ways to work with tags Search Tags are indexed and available for search, and can be treated as managed properties Paragon Solutions, Inc. Proprietary - 20 - Microsoft Partners Enhance the Community Capabilities Companies like NewsGator provide extensions that enhance capabilities of SharePoint 2010 that support Communities • Enhanced User Interface • Social Site Templates • Micro blogging • Enhanced Activity Streams • Language Localization Paragon Solutions, Inc. Proprietary - 21 - Demonstration Paragon Solutions, Inc. Proprietary 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 for templates, 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. Paragon Solutions, Inc. Proprietary - 23 - 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 specific business problems and outcomes  Behaviors that support innovation, problem-solving and collaboration are promoted and supported  Both individual and corporate outcomes are addressed  Younger workers are given the tools they know (social networking) but are focused to meet corporate needs  People are more empowered to succeed personally  People are provided a capability to “connect”  Both individual and corporate outcomes are addressed  Savings can be realized when savings are a defined outcome Paragon Solutions, Inc. Proprietary - 24 - Paragon Services – How Can We Help You? Paragon has services and an “Enablement Methodology” that can help organizations take advantage of the value of Knowledge Communities. From strategy through enablement, Paragon has the experience, 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) Paragon Solutions, Inc. Proprietary - 25 - 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@consultparagon.com to receive a copy Paragon Solutions Contacts  Jim Kane, Practice Lead: Collaboration & KM: jkane@consultparagon.com Paragon Solutions, Inc. Proprietary - 26 -