Ton stegeman donaldhessing_knowledge_management_using_social_software_nonotes

Knowledge Management using social software in SharePoint 2010

Donald HessingVX Company

dh i @

Ton StegemanPGGM

t @t tdhessing@vxcompany.com ton@tonstegeman.com

AgendaAgenda

• Introduction / The caseIntroduction / The case• Step 1 - Organize knowledge• Step 2 – Publish knowledgeStep 2 Publish knowledge• Step 3 – Classify knowledge• Step 4 Find knowledge• Step 4 – Find knowledge• Step 5 – Make knowledge social• Step 6 Maintain knowledge• Step 6 – Maintain knowledge• Conclusion / The future

Introduction – Who are we?Introduction Who are we?

Donald Hessing● Working with SharePoint since 2007, before .Net architect● Lead SharePoint architect at VX Company● Virtual Technology Solution Professional for Microsoft● Virtual Technology Solution Professional for Microsoft

Netherlands

• Ton Stegeman● Working with SharePoint since 2001● Full time technical SharePoint consultant since 2003● SharePoint Server MVP since 2007● SharePoint Server MVP since 2007● SharePoint architect at PGGM

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Introduction – Knowledge Management 2.0Introduction Knowledge Management 2.0

• Get rid of any preconceived notions of a data, information, knowledge or wisdom hi hhierarchy

• Move to consumption-centric view of k l dknowledge

• Focus on interactions• Social software is

about using nonroutine interactions and informal user

t ib ticontributions

Gartner symposium ITxpo 2009

Introduction – PGGM challengesIntroduction PGGM challenges• Organizational boundaries (different systems)• Most of the knowledge is stored in documentsShare Most of the knowledge is stored in documents• No links with people

Share

• Just navigation• Just navigation• Applicability - different levels• How do you know if knowledge is found

Find

• Autorisation strict• How to let experts contribute• 1100 potential content editors

Create• 1100 potential content editors

• Changes in the regulationsOrganize g g• Tightly coupled to an organizational unitOrganize

AgendaAgenda

• Introduction / The caseIntroduction / The case• Step 1 - Organize knowledge• Step 2 – Publish knowledgeStep 2 Publish knowledge• Step 3 – Tag knowledge• Step 4 Find knowledge• Step 4 – Find knowledge• Step 5 – Make knowledge social• Step 6 Maintain knowledge• Step 6 – Maintain knowledge• Conclusion / The future

Organize KnowledgeOrganize Knowledge

“Knowledge management is the creationKnowledge management is the creation, capture, organization, access and use ofan organization's knowledgean organization s knowledge.Collaboration is at the heart of KM — KM cannot h ith t C ll b ti ”happen without Collaboration”

Gartner symposium ITxpo 2009

Organize Knowledge - IntroductionOrganize Knowledge Introduction

• Document creation location doesn’t have to bethe best place to share it● The collaboration site is archived● Users doesn’t have permissions to the site● Required meta data differs between team site andq

knowledge base● The format is which the item is created is not the

best format to share it● Collaboration site has different approval settings

Knowledge Management SystemsKnowledge Management Systems

• One single repository for digital information

• Traditional way of doing Knowledge Central

repository y g gManagementrepository

• Multiple Knowledge Workspaces• Knowledge Workspaces can live inMultiple Knowledge Workspaces can live in

team workspaces• New way of Knowledge Management

Multiple repositories

Central Repository – Send ToCentral Repository Send To

Documents are rolled-up at topic pages

• Documents are createdin a teamsite

• Documents are moved to Document Center byusing “Send To”

• Enriched with Metadata• Content organizer routes the document to the right placeContent organizer routes the document to the right place

Advantages and challengesAdvantages and challenges

• Initial setup is relatively easy• One central website is easier to maintain; all

data is stored in a central locationOne search scope

Advantages• One search scope• Security is provided at the website level

• Visitor always navigates away from the team site• Knowledge will have different security

Ch ll • Implementation must be highly controlled• Document routing is limited, no support for Pages

and Wiki

Challenges

Multiple repositories - SolutionMultiple repositories Solution

• Create multiple workspaces for storing andCreate multiple workspaces for storing and classifying knowlegde

• Knowledge can live inside team spaces• Knowledge can live inside team spaces• Knowledge can be created at the location the

i f ili i ithuser is familiair with• Security is automatically inherited by the

security of the team sitel

Multiple repositoriesMultiple repositoriesIntranet My SitesKnowledge

Workspace B

Division ATon

StegemanDonaldHessing

Knowledge W k A

DepartmentICT Department C

Stegeman

Blog

Hessing

BlogWorkspace A ICT

Knowledge

Department C

Knowledge

Blog Blog

WorkspaceICT

Knowledge

Knowledge Workspace C

Knowledge WorkspaceSharePoint

Advantages and challengesAdvantages and challenges

• Knowledge is created in the context of the teamsite• Limited security management• Limited site management every teamsite has aAdvantages • Limited site management every teamsite has a

knowledge workspaceg

• Harder to setup the system• How to find my Knowledge Workspaces (navigation)How to find my Knowledge Workspaces (navigation)• Make people understand that the level of sharing is

determined by the security of the Knowledge Workspace

Challenges

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AgendaAgenda

• Introduction / The caseIntroduction / The case• Step 1 - Organize knowledge• Step 2 – Publish knowledgeStep 2 – Publish knowledge• Step 3 – Tag knowledge• Step 4 Find knowledge• Step 4 – Find knowledge• Step 5 – Make knowledge social• Step 6 Maintain knowledge• Step 6 – Maintain knowledge• Conclusion / The future

Publish Knowledge - IntroductionPublish Knowledge Introduction

• The format of the knowledge item at creationThe format of the knowledge item at creation doesn’t have to be the best format to share it● Move from publication centric to consumption● Move from publication centric to consumption

centric model● Minimize knowledge publication as big documentse o edge pub cat o as b g docu e ts● Some audiences require a specific format

• Think about the helpdesk guyp g y• Think about legal documents that should be understood

● Knowledge Workspace don’t have the same g poptimal publication format

Publish Knowledge - Solution

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Publish Knowledge Solution

• Reference, E-Reader, Offline, P i tiDocuments

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acPrintingDocuments

• Formal documentsP bli hi

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oFormal documents• Fixed layoutsPublishing

Q i k d h i

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dg• Quick and easy sharing• Group edittingWiki

Kno• Pages with video, audio and

imagesRich Media

Advantages and ChallengesAdvantages and Challenges

• Every site is optimized for thatspecific content format

• Easy to extend for new formats /Advantages • Easy to extend for new formats / tags / policies

• Optimize Knowledge WorkspacenavigationCh ll navigation

• Explain content editors which format to use when

Challenges

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AgendaAgenda

• Introduction / The caseIntroduction / The case• Step 1 - Organize knowledge• Step 2 – Publish knowledgeStep 2 Publish knowledge• Step 3 – Tag knowledge• Step 4 Find knowledge• Step 4 – Find knowledge• Step 5 – Make knowledge social• Step 6 Maintain knowledge• Step 6 – Maintain knowledge• Conclusion / The future

Tag - IntroductionTag Introduction

• Metadata helps others to find your contentMetadata helps others to find your content● Knowing your way around the workspaces is less

importantimportant● Tagging done by:

• Content editors (taxonomy)Content editors (taxonomy)• The community (folksonomy)

● Finding the balance between too much and too d g t e ba a ce bet ee too uc a d toolittle

● Corporate taxonomy adds relations between items p yand items and people

Tag - SolutionTag Solution• Domain• ClassC

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• Class• Workspace name• Automatically by event receiver

Context

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• Departments• Processes + Products

E t i k dTaxonomy

re c

las• Enterprise keywords• Default values per workspace

Taxonomy

Cor• Corporate

• Department• Team

Governance level

• Individuallevel

Advantages and ChallengesAdvantages and Challenges

• Automatic tagging addscontext

• Managed metadata hierarchyAdvantages

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• Create a corporate taxonomy• Maintenance of term sets

M it i t iChallenges • Monitoring enterprise keywords

Challenges

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Tag

AgendaAgenda

• Introduction / The caseIntroduction / The case• Step 1 - Organize knowledge• Step 2 – Publish knowledgeStep 2 Publish knowledge• Step 3 – Tag knowledge• Step 4 Find knowledge• Step 4 – Find knowledge• Step 5 – Make knowledge social• Step 6 Maintain knowledge• Step 6 – Maintain knowledge• Conclusion / The future

Find KnowledgeFind Knowledge

• Move from publication centric to consumptionMove from publication centric to consumptioncentric model

• Users try to find content in 2 different ways• Users try to find content in 2 different ways● Structured = Navigation

T diti l k l d b i d d• Traditional knowledge bases are organized arounddepartments, products, processes not a combination

● Unstructured = Search● Unstructured Search• Knowledge can be everywhere• Not everybody is able to formulate appropriate termy y pp p

Find Knowledge with SearchFind Knowledge with Search• All items in a Knowledge Workspace share the same fields Domein,

Proces Product GovernanceProces, Product, Governance• Search Scope is created on Domain = “Knowledge”

Intranet My Sites

DonaldDivision A

Knowledge Workspace A

DepartmentICT Department C

Ton Stegeman

Blog

Donald Hessing

Blog

Search Scope Domain=“Knowledge”

Knowledge Workspace ICT

Knowledge Workspace

Knowledge Workspace C

Knowledge Workspace A

WorkspaceSharePoint

Find Knowledge with Search Search SFind Knowledge with Search Scope

Domein=“Knowledge”

• Search scope is used to find only the content that is classified as Knowledge

• Refinement Panels canbe used to filter for

ifi t tspecific content• Refinement Panels can

be customized to yourd !needs!

• FAST Search comeswith counters per

fi trefinement

Knowledge Workspaces and PortalsKnowledge Workspaces and Portals

Personal Blog: Ton

Personal Blog:Donald

Product X Process Y

SELECT TITLE, URL FROM SCOPE() where "scope"='kennis' AND

Divension Team X

scope = kennis AND owstaxIdPGGMProducten='vrijwillige voortzetting'

Divension Team X

Solution – Knowledge PortalsSolution Knowledge Portals

Advantages and ChallengesAdvantages and Challenges

• Knowledge Portals can be created everywhere• Aggregation of knowledge from multiple

spacesA ti f lti l di i (

Advantages• Aggregation for multiple dimensions (process,

product)

• Dependency on searchCh ll • Not real time

• If editors and users don’t tag...Challenges

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AgendaAgenda

• Introduction / The caseIntroduction / The case• Step 1 - Organize knowledge• Step 2 – Publish knowledgeStep 2 Publish knowledge• Step 3 – Tag knowledge• Step 4 Find knowledge• Step 4 – Find knowledge• Step 5 – Make knowledge social• Step 6 Maintain knowledge• Step 6 – Maintain knowledge• Conclusion / The future

Socialize - IntroductionSocialize Introduction

• Finding the right person leads to a betterFinding the right person leads to a betteranswer in less time● Most knowledge is stored in people● Most knowledge is stored in people● Reading everything is impossible● Increase user participation in knowledge● Increase user participation in knowledge

development● Experts are easier to identify and contact● Experts are easier to identify and contact

Socialize – Out of the box featuresSocialize Out of the box featuresWikiIncrease participationp p

RatingRatingRating by community

Social taggingUsers help to tag

NotesGet feedback / comments

Socialize – ProfileSocialize Profile

• Profile pageProfile page● Tag people

Personal branding● Personal branding• Social network

C ll● Colleagues● Organization browser● Activity feed

• Where to find Donald?

Socialize – SolutionSocialize Solution

• Knowledge portals● Show related people, based

on interest, expertise● Filter knowledge based on

your interests● Show relevant knowledge,

according to readers

Socialize – SolutionSocialize Solution

Always showAlways show ratings

Add 'Notes' options to alloptions to all page layouts

People search -show 5 last knowledge items

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AgendaAgenda

• Introduction / The caseIntroduction / The case• Step 1 - Organize knowledge• Step 2 – Publish knowledgeStep 2 Publish knowledge• Step 3 – Tag knowledge• Step 4 Find knowledge• Step 4 – Find knowledge• Step 5 – Make knowledge social• Step 6 Maintain knowledge• Step 6 – Maintain knowledge• Conclusion / The future

Maintain - IntroductionMaintain Introduction

• Taxonomy and keywords are based on whatTaxonomy and keywords are based on what was considered the truth. But we might be wrongwrong….

• Knowledge systems tend to be organic and need to be optimized in timeneed to be optimized in time

• The success of the system needs to be it d it li i t timonitored as it relies on user interaction

• We focus on finding knowledge, but what if…

Maintain – SolutionMaintain Solution• If knowledge is not found, submit feedback

(from portals and search)• \

• Create aliases for keywords

Maintain – ChallengesMaintain Challenges

• Key to successU d i

y• Can be specific to audience, team, etc.• Consider additional promotion!

User adoption

• Information Life Cycle Management• Requirements can be different per departmentILM• Keep the model simple

• Find a good knowledge management teamManagement

AgendaAgenda

• Introduction / The caseIntroduction / The case• Step 1 - Organize knowledge• Step 2 – Publish knowledgeStep 2 Publish knowledge• Step 3 – Tag knowledge• Step 4 Find knowledge• Step 4 – Find knowledge• Step 5 – Make knowledge social• Step 6 Maintain knowledge• Step 6 – Maintain knowledge• Conclusion / The future

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Key take aways!Key take aways!

• Think about publication location and format when youThink about publication location and format when youthink about Knowledge Management

• Think about editor and community driven taggingy gg gwhen you think about metadata

• Finding the right person leads to a better answerg g p• Invest in a corporate taxonomy, but plan for change• Think about feedback for cases where the system did about eedbac o cases e e t e syste d d

not help

Thank you!Thank you!Please fill out a session evaluation form.

Donald HessingVX Company

dh i @

Ton StegemanPGGM

t @t tdhessing@vxcompany.com ton@tonstegeman.com