knowledge communities unlocking share point 2010’s hidden value

Paragon Solutions, Inc. Proprietary

Knowledge Communities: Unlocking SharePoint 2010’s Hidden Value

Improving Knowledge Sharing and Collaboration

May 2011

Jim Kane

Practice Lead: Collaboration & Knowledge Management, Paragon Solutions

[email protected]

mailto:[email protected]


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Paragon Solutions’ Introduction

Corporate Facts • National Coverage

• Global Clients

• NJ Headquarters

• Dual-shore Development

• CAGR 20+%

• Privately owned, 29-year history

Paragon is an enterprise information management

solutions company that helps firms leverage information

assets to achieve better business results.


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Our Accelerators Deliver Rapid Time-to-Value and Lower

Total Cost


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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


Knowledge Communities


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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.


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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.

Who has

experience in

outsourcing

management?

How do I know

this

documentation

is correct?

I feel like I am

re-inventing

the wheel

How do I

interpret this Part

11 Guideline?

I know I have

heard about how

to solve my

problem ..

I need to

search for

…

Individual Drivers Business Drivers

We keep repeating our mistakes

We aren’t repeating our

successes

We lose too much knowledge

when people leave or retire

(Baby Boomers)

We need to adapt to incoming

workforce members

It’s taking too long to develop

new products

We have experts everywhere

and we don’t’ know who they are


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Knowledge Capture – A Key Goal of Knowledge Communities

"Knowledge written and stored in computers is effectively only about 20% of what we know,“^

Tacit Knowledge is knowledge

that is difficult to transfer to

another person by means of

writing it down or verbalizing it

Explicit Knowledge is

searchable, repeatable

knowledge that managed by

domain experts and user can

collaborate on the value and use

of the knowledge


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Knowledge Communities Enable “Many to Many”

Detailed

Simple

Individual (One to One)

Community (Many to Many)

Discussions

Wikis

Instant Messaging

Emails

Tagging & Rating

Bookmarks & RSS

Search

Personal Blogs

Blogs

Microblogs (Status Update)

Profile Search

Profile Updates

Comments

Documents

Announcements

Knowledge Communities provide a forum for enabling and capturing knowledge on very complex

topics.

Community

Sweet Spot

Tacit

Explicit


Knowledge Community Examples


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The Power of Communities

Source: APQC

Target Value

Proposition :

Operational

Excellence , create

a more affordable

business structure.

Approach :

Communities of

Practice, Best

practice replication

process

Results :

In less than 6

years , 15000

ideas submitted ,

value realized ?

over $1 billion.

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

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

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


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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


Enabling and Implementing Knowledge Communities


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Knowledge Community Enablement

Communities

Sponsorship

Methodology

Culture & Values

Technology

Governance

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

Successful communities address individual needs, community needs and organizational needs

• Corporate, Business,

Community Sponsors

and Objectives

• Management Leadership

• Individual Leadership

• Phased

• Roles, Types

• Repeatable Model

• Flexible to Fit Need

• Empowered Team

• Corporate Alignment

• Evolution Management

• Metrics

• Information Architecture

• Stewardship

• Information Policies &

Retention

• Collaboration

• Content Management

• Search

• Social Networking

• Reporting

• Portals (Aggregation) • Change Management

• Adoption

• Evangelism


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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

• Develop an auditing approach to help ensure communities are meeting their stated outcomes

• Do not simply allow ad hoc creation of communities, have a governance model for enabling and implementation

• Have a Steering Group support enablement and implementation

• Decide early on intranet v. extranet communities and levels of governance required

• Decide early on approach to approach for communities that require validated content


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Community Enablement Framework

Setup Enrollment Adoption

People, Cultures, and Behaviors

Community

Enablement

Phases

Community

Establishment

Project

Phases

Pro

ject

Pla

n

Co

mm

unic

atio

n P

lan

Ch

ang

e M

gt

Pla

n

Establish Govern, Measure

Supporting Technologies (SharePoint 2010)

KM Strategy (Intent)

Program

Maturity

Phase

Process, Knowledge, and Technology Delivery

Assess, Define & Plan

Design & Startup

Launch & Expand

Grow & Evolve

Paragon leverages a Community Enablement Framework, guided by subject-matter experts, proven

methodologies and pre-defined templates to ensure effective program execution.

New

Users


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An Enablement Process Speeds Adoption of Communities

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

• 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

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

• 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


Knowledge Communities and SharePoint


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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


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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.

People

Communities My Site

Tag Pages Search

• 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.

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

Tag pages are SharePoint sites automatically created; tag pages provide users multiple ways to work with tags

Tags are indexed and available for search, and can be treated as managed properties

User profiles highlight personal expertise, tags, and help connect people

Communities provide a focus and take advantage of SharePoint capabilities like tags, wikis, blogs, discussion threads, profiles


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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


Demonstration


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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.


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The Value of Knowledge Communities

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

People are provided a capability to

“connect”

Both individual and corporate

outcomes are addressed

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

Savings can be realized when

savings are a defined outcome

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.


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Paragon Services – How Can We Help You?

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 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:


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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: [email protected]

to receive a copy

Paragon Solutions Contacts

Jim Kane, Practice Lead: Collaboration & KM: [email protected]

http://www.consultparagon.com/



knowledge communities unlocking share point 2010’s hidden value

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