experts at your fingertips

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© 2006 IBM Corporation IBM Learning Experts at your Fingertips – Expanding Team Boundaries Marsha Frady IBM

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Utilizing Web 2.0 and social networking analysis tools to add experts to virtual teams as needed; IBM example. Marsha Frady presentation

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Page 1: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Experts at your Fingertips – Expanding Team Boundaries

Marsha FradyIBM

Page 2: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Session Objectives

Be able to outline online support potential for adding expertise to teams worldwide

Understand how employee skill profiles and the Internet can be utilized to increase collaboration

Be able to minimize obstacles to sharing expertise across team boundaries

Page 3: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Wish you could have the most knowledgeable person on every team – but not enough experts to go around?

Does your organization know…

– Where the experts are within the company?

– What they specialize in?

– How to engage them to contribute without impacting them negatively?

– How to leverage the knowledge of those in the “Baby Boomer” age range before they retire?

Why do you care?

Page 4: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

What’s involved?

Connecting people worldwide

Making it easy to identify experts

Including features and feedback to attract participation and enhance collaboration

To succeed:

Must produce positive business results Must not interfere with primary job Must be easy to communicate

How does IBM do it?

Page 5: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Step One – Build and Display Profile

Connecting people worldwide

– Internet network infrastructure

– On-line directories with names, numbers and IDs

– Expand with profiles re: specializations, experience, skills, languages, etc.

Page 6: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Expanding Profile – Two Approaches

Self Reporting

– Build template with initial directory and category tabs

– Encourage everyone to fill in to show online

– Self/team regulating

– Management validated

System Assisted or Enhanced

– Expert tagging based on skills assessments, testing, knowledge communities, wikis, etc.

Page 7: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Step Two – Add Search

Provide search capability against the profile information

Page 8: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Data Mining tools can be used to expand search results

Reach – shows interconnecting contacts

Selecting a person will show:

– Formal Organization

– Informal Organizations

• Communities• Forums• Blogs• Wikis• Bookmarks (Dogear)• Other Web 2.0 options

Results example from IBM’s Small Blue

Page 9: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Viewing the experts’ social networks based on this data mining may provide additional input for selecting the most appropriate individual for the team

Results example from IBM’s Small Blue

Page 10: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Step Three – Add Expert Display to Related Websites

Provide information from and on experts to the users, within the application they are using, so that they can:

– Read information from experts and who these experts are on a topic on the web page, course, or application they are using

– Have instant access via chat or email to designated experts right from the page or application if they have further questions

– See other information about the experts (such as links to their directory profile, their title, their department, phone number, etc.) to help the user choose the best expert to contact.

Page 11: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Example

Page 12: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

How it works at IBM – the workflow follows a typical learner’s question/answer flow – online in a chat

A user is searching their web application for information or using their site for their daily work

The system matches the right experts to the user based on the taxonomy of the application and the experts’ schedule

The experts who are available show as ‘green’ , ‘yellow’ , ‘in a meeting’ , or ‘mobile device’ (experts who are on ‘do not disturb’ do not show up at all)

The user establishes the chat with the expert

At the conclusion of the chat, the user and expert decide whether the information should be saved for later reuse

The user is asked after the chat has concluded to rate the value of the exchange.

Page 13: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

What’s in it for them, the Experts who volunteer to participate?

Ability to:

Schedule their availability using “office hours” or use ‘active’ instant messaging client

Designate how many instant messaging windows they would to have going like at any given time

Decide (along with the user) whether to save the chat for future FAQ use or other publication

Automatically record and report time spent in collaboration with users, and how they rated the value provided

Page 14: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

What if cost recovery is required for expertise?

Programs can be structured to include credit for expert’s time

– Inter-department cost recovery

– Shared team awards

– “Giveback” credit for mentoring or professional certification programs

Formal “on demand course” can be set up

– Expert’s time is charged through tuition as instructor

– Advance planning required to put in learning directory

Page 15: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

What’s in it for the organization?

Users of applications get instant help when they need it, and are assured that the experts they contact know the subject on which they have questions

Experts will be able to publish easily, using chats they have had with learners as the basis for an FAQ or small learning module that can be passed on to others to share their knowledge.

Expertise can be captured online before senior members of the organization retire

Page 16: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Program success depends on partnership between project management, IT and HR

Assess RequirementsDesign ProgramGet Executive Buy-In Manage BudgetPlan CommunicationsMeasure Business Impact

Partner with on ProgramAnalyze Infrastructure for Elements to Build OnSize and Cost Development

Enlist Assistance“Seed” Program with ExpertsReward Participation

IT HR

PM

Page 17: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Common Steps for All

Lay out design of program to fit requirements of organization

Enlist assistance of both HR and IT

Analyze infrastructure to determine elements in place that can be built on

Size cost and time required to develop and deploy program

Get executive buy-in on benefits to business of leveraging existing expertise internally versus buying short term assistance or more hiring

“Seed” program with some easily identified experts prior to Announcement

Reward participation as implement program

Monitor and publicize business impact results, both to show return on investment and to maintain enthusiasm for participation

Page 18: Experts At Your Fingertips

© 2006 IBM Corporation

IBM Learning

Questions?

Or Phone: Marsha Frady at 1-254-485-4584