current state assessment information sharing & collaboration systems at wmc

Current state assessment

Information sharing & collaboration systems at WMC

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)

Used in pockets Used across company

System of record

System of engagement

Collaboration/information sharing systems | Anecdotal analysis

Innovation Project/Team work

Documenta-tion

Getting oriented

Informal connection

Learning/connecting with discipline

Finding people Running meetings

Client management

Characteristics of Systems of Record vs. Systems of Engagement

Consideration Systems of RecordEnterprise content management

Systems of EngagementCollaborative business systems

Focus Transactions Interactions

Governance Command & Control Collaboration

Core elements Facts, Dates, Commitments Insights, Ideas, Nuances

Value Single Source of the Truth Open Forum for Discovery & Dialog

Performance standard

Accuracy & Completeness Immediacy and Accessibility

Content Authored Communal

Delivery/access Push (Simple broadcast/retrieval) Pull (Dialogic, behavior-driven)

Primary Record type Documents (Text, Graphics) “Conversations” (Text-based, Images, Audio, Video)

Searchability Easy Hard

Usability User gets trained on system and hasaccess to follow-on support

User “knows” system from consumerexperience

Accessibility Regulated & Contained Ad Hoc & Open

Retention Permanent Transient

Policy Focus Security (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.

Collaboration goals

Primary collaboration goal

Description Priority/motivator

1. Innovation I continually look for new ways to deliver value, and benefit from exchanging ideas with others

IdeasDriving value

2. Project/Team work I work on a team, have milestones, work through versions of deliverables, have reviews, sign-offs

EfficiencyDriving value

3. Documentation 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.

AccuracyEfficiency

4. Getting oriented I'm new to this company/team/project and need help understanding the big picture.

OrientationEfficiency

5. Informal connection I 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

IdeasPassion for subjectEstablishing credibility

7. Finding people I need to understand who I'm speaking/working with; need to access people with specific expertise or backgrounds

Efficiency

8. Running meetings I need to coordinate real-time meetings with people from various locations, and rely heavily on scheduling/phone/video technologies

Efficiency

9. Client management I 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 valueEfficiency

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)


System of record



Documenta-tion

Getting oriented

Informal connection



Client management


Email

Conference calling

Video conferencingOCS (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 ForumsIntranet – My Links

Intranet - search

Pivotal ?

DIGITAL

ANALOG

General insights

1.Changes to systems that are used across the company (email, 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. (Email 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.

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. WYPThe 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.) PCSThis 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 BCPThey use the Check in check out feature to collaborate on documents and keep them up to date across all their constituents/representatives internally/globally - 114 Contributors.

GIR Reports RepositoryThis 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 record



Documenta-tion

Getting oriented

Informal connection



Client management

I continually look for new ways to deliver value, and benefit from exchanging ideas with others.

I continually look for new ways to deliver value, and benefit from exchanging ideas with others.

Email

Conference calling



Blogs


Investor Launch Pad








Media Central

Shared drives

HR Connect



ServiceNow

Web cams



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


System of record



Documenta-tion

Getting oriented

Informal connection



Client management

I work on a team, have milestones, work through versions of deliverables, have reviews, sign-offs

I work on a team, have milestones, work through versions of deliverables, have reviews, sign-offs


Email

Conference calling



Blogs


Investor Launch Pad








Media Central

Shared drives

HR Connect



ServiceNow

Web cams



Intranet - search

Pivotal ?

DIGITAL

ANALOG

Insights: PROJECT/TEAM WORK

1.Shared Drives and Email 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 email. •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


System of record



Documenta-tion

Getting oriented

Informal connection



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.

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.


Email

Conference calling



Blogs


Investor Launch Pad








Media Central

Shared drives

HR Connect



ServiceNow

Web cams



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


System of record



Documenta-tion

Getting oriented

Informal connection



Client management

DIGITAL

ANALOG


I'm new to this company/team/project and need help understanding the big picture.

I'm new to this company/team/project and need help understanding the big picture.

Email

Conference calling



Blogs


Investor Launch Pad








Media Central

Shared drives

HR Connect



ServiceNow

Web cams



Intranet - search

Pivotal ?

DIGITAL

ANALOG

Insights: GETTING ORIENTED

Over 600 employees were hired since 2010. 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


System of record



Documenta-tion

Getting oriented

Informal connection

Connecting with discipline


Client management

DIGITAL

ANALOG


I have a special interest in x and want to connect with others with similar interests

I have a special interest in x and want to connect with others with similar interests

Email

Conference calling



Blogs


Investor Launch Pad








Media Central

Shared drives

HR Connect



ServiceNow

Web cams



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 culture2.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 people5.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/Email•Expand profile info to Include optional non-business information (hobbies, interests). Surface this info conditionally, pending context.•Support “Recommended content/people” functions where appropriate.


System of record



Documenta-tion

Getting oriented

Informal connection



Client management

DIGITAL

ANALOG




Email

Conference calling



Blogs


Investor Launch Pad








Media Central

Shared drives

HR Connect



ServiceNow

Web cams



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 others4.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/Email•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


System of record



Documenta-tion

Getting oriented

Informal connection



Client management

DIGITAL

ANALOG


I need to understand who I'm speaking/working with; need to access people with specific expertise or backgrounds.

I need to understand who I'm speaking/working with; need to access people with specific expertise or backgrounds.

Email

Conference calling



Blogs


Investor Launch Pad








Media Central

Shared drives

HR Connect



ServiceNow

Web cams



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


System of record



Documenta-tion

Getting oriented

Informal connection



Client management

DIGITAL

ANALOG


Email

Conference calling



Blogs


Investor Launch Pad








Media Central

Shared drives

HR Connect



ServiceNow

Web cams



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

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


System of record



Documenta-tion

Getting oriented

Informal connection



Client management

DIGITAL

ANALOG


Email

Conference calling



Blogs


Investor Launch Pad








Media Central

Shared drives

HR Connect



ServiceNow

Web cams



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?

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 <qualify a prospect/respond to a customer service request/???>, and identify opportunities to increase productivity•Other?

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

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 email 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

appendix

current state assessment information sharing & collaboration systems at wmc

Documents

collaboration systems

systems of engagementsource

matter of record

static content

specific groups of people

content needs

graphicsconversations

user surveys