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Web 2.0 for the Enterprise Paul Ricketts Oracle Content and Portals

Agenda

• Business Challenges •  Introducing Oracle WebCenter Portal • Customer Examples • Summary

BUSINESS CHALLENGES Web 2.0 for the Enterprise

User Interface

The look-and-feel, layout, and interaction model

How People Work Today?

Performed by Developers, UI Designers, Graphic Artists, Usability Engineers

Web 2.0 – The Internet View

Collaboration

Collaboration

Social Networking

Share

Interact Viral

Network Effect

Browser Centric

Communities

Mashups

Participative Web

Today’s Web 2.0 world* •  If you thought Web 2.0 was for Gen Y, think again. The fastest

growing segment on Facebook is 55-65 year olds. •  People share more than 1.5 million pieces of content on Facebook

– daily. •  Increasingly uses Video to search and learn about topics –

YouTube is now the world’s 2nd largest search engine. •  Search or research? Wikipedia is now more accurate than

Encyclopedia Brittanica. Where do they find information about you? (Maybe not on your website!)

•  80% of companies are using LinkedIn as their primary recruitment tool.

•  78% of people trust peer recommendations, only 14% trust traditional advertising – want to keep going traditional?

•  200,000,000 bloggers – and 35% post information about products or brands – what could this do to your brand?

•  80% of Twitter usage is on mobile devices – imagine what it would mean for bad customer experiences. Viral spreads faster on mobile. *Source: Social Media Revolution: SocialNomics

Web 2.0 Introduces Social Innovation Social Innovation attributes: •  Listen first, sell second! (Dale Carnegie)

•  Organisations’ who think that ‘advertising spin’ works – think again (remember 78% of people trust peer recommendations, only 14% trust traditional advertising)

•  I want control •  Users want to control their engagement and experience with their service

provider. User centred design, self service and personalisation tools are king.

•  Do you really know me? •  Not knowing who your customer is and how to help them achieve their

‘contact goal’ is pointless.

•  How personal do you really need to get? •  Do you really need to know the name of your customer’s cat? Or just know

what your customer wants or likes.

•  How can I engage? •  Multi-channel delivery, anywhere, anytime.

•  Significant growth in project information, documentation and data annually

•  Growth of internal and external user community – more employees, more suppliers/partners

•  Too much of people’s time is spent searching for information, or identifying which version to use.

•  Majority of the organization’s content is unmanaged or managed poorly

•  Disparate and disconnected teams require manual coordination of information

•  Processes around document management are not well defined

Business Challenge #1 Provide Highly Relevant Information to Users

Internal Resources External Resources

•  Audit’s identify risks with multiple information repositories – single source of truth

•  $$$ of IT budgets are spent on integration

•  Your run a number of disconnected enterprises applications

•  Significant user frustration with silos and manual processes

•  Lack of re-use creates redundant infrastructure

•  Multiple User Interfaces for Access to content

Business Challenge #2 Bridge Document/Information and Data Silos

ERP HRM

Enterprise Asset

Management

Enterprise Contract/Project

Management

CRM

Financials Legacy

Systems

According to a Forrester survey of IT executives,” “improving integration between applications” is likely to be the most critical software initiative over the next 12 months.

Reality Check: People ‘Bridge’ The Process Requirements Across Applications

CURRENT SOLUTIONS FALL SHORT

• Supporting Applications • Portals do not go far enough • Collaboration and Content Management are not comprehensive • Lack of functional breadth • Rich-Client Development Frameworks need enhancements • Attempts to Empower Business Users

Business Challenge #3 Deliver An Efficient On-line Work Environment

• Need task-oriented user interaction

• Need information and services in context

• Need to work together effectively • Need to work anywhere through multiple key business user interfaces

• Need to simplify the user experience

• Need to empower the business user

CHALLENGES

Increase agility and efficiency •  Increase employee productivity •  Faster time-to-market •  Improve enterprise collaboration

Provide contextual information to internal and external users

•  Enhance supplier experience •  Expand channels •  Improve expediting service

Lower operating costs •  Reduce IT costs •  Enable process improvements •  Improve operational visibility

1. Provide highly relevant information to internal and external users

2. Bridge information and data silos

3. Deliver efficient information access and online work environment

Business Challenges Business Benefits

Business Benefits Portals and User Interaction

INTRODUCING ORACLE WEBCENTER

Web 2.0 for the Enterprise

Oracle WebCenter Suite The User Engagement Platform for Social Business

•  One Integrated Product Suite - Sites, Portal, Connect, Content

•  Transforming Organizations to Social Business - Improve Business Agility, Increase Customer Loyalty, Enhance User Productivity, Seamless Access to the Right Information

•  Architected together to Connect People and Information - Desktop/Mobile/Tablet, Search, Gadgets, Application Integration, SaaS/Cloud

Oracle Fusion Middleware Integral Components of the Oracle Technology Stack

Oracle Applications

Oracle Database Oracle Systems

Applications, File systems, Databases, Websites, BI

WebCenter Brings Web 2.0 Benefits to Enterprise Processes

Oracle WebCenter Portal

•  Prebuilt library of rich components for enhancing existing enterprise or creating new composite applications

•  Flexible application integration tooling for extending application or back-office capabilities and services into portals, websites, and composite applications

•  Innovative social tools enable contextual access to content and dynamic personalization of solutions

Initiate Order Check

Customer Info

Enter Items and Prices Credit Check

Create PO?

Provide Payment

Submit Order

MDM Hub

From ERP

Check Price in ERP

Authorize Discounts

Yes

No

Credit Info from ERP

Authorize Payments

Order Fulfillment

Invoicing

Application Integration: The Reality Today People fill gaps between processes and systems

CRM

ERP

Peop l e

Notifications

Email

Documents

Discussions Contextual Wiring/ Application Integration

Communities

Presence

Preferences

Search

Recent

Favorites

Web 2.0 Enabled Website / Application

WebCenter Framework Search Framework Portlet Runtime

Customizable Components

Business Dictionary Content

JDeveloper

Extensions

Application Development Framework

Oracle Application Server/Oracle WebLogic Server

WebCenter Architecture Robust Application Platform and Web 2.0

WebCenter Anywhere Oracle Composer

Integrated Workflow Social Networking

Portlet Interoperability Content Integration Analytics

Personal Productivity

Mashups

WebCenter Web 2.0 Services

WebCenter Spaces

Analytics

Worklist

3rd Party Applications

Legacy Applications

Existing Technology

CRM ERP Industry HCM

Composite Industry Processes

Documents

Collaboration

Composite Applications Portals User Experience for Applications

Business Integration

Data & Content

Application Development

Scale & Continuity

Enterprise Management

Security & Compliance

Intelligence & Analytics

WebCenter Spaces Core Features for User/Group Productivity

• User’s secure individual workspace or dashboard

• Highly personalizable with social feeds, email, tasks, tags, recent documents etc.

• Users create pages, add content and customize views using Oracle Composer

Personal Spaces • Secure team sites and community collaboration

• Role-based views and access to information

• Completely customizable • Easily embed ad hoc activities in a business process or application

• Users can share and reuse Group Spaces as templates

Group Spaces • Role-based communication with user communities

• Pre-built templates simplify linking pages and content to a specific enterprise role

• All users in a given role are easily kept up-to-date with relevant information

• Integrated with user’s Personal Space

Business Role Pages

WebCenter Spaces Instant Communities, Team Sites & Portals

•  Out-of-the-box solution that delivers Enterprise-ready LOB portals, communities & team sites

•  Designed for business users to quickly build a workspace

•  Pre-integrated with Composer, Business Dictionary and WebCenter Enterprise 2.0 Services

•  IT can extend and customize Spaces via WebCenter Framework and extensive Spaces Web Services APIs (e.g. mobile access)

People Connections & Activity Graphs User-Extensible Business Networks

Key Capabilities: •  Social user profiles

•  Personal and group activity feeds

•  Visualization of user’s social networks

•  Wall for status updates

•  Monitor, manage, receive and give kudos

Benefits: •  Drive workplace productivity and team

effectiveness

•  Users can quickly find and connect with the right people

WebCenter Spaces Mobile Access: iPhone Application

Key Capabilities: •  iPhone, Android and Blackberry

apps •  Enables rich interactions with

Groups and Social connections •  Interact with people via their walls,

feedback and status updates •  Built on top of WebCenter REST

infrastructure Benefits: •  Find the right information and

people when you need them directly from your phone

•  Manage people connections and track their activities

HR Finance

Sales

Legal

IT Marketing

Create Richer Connections •  Group/team workspaces

•  Social user profiles

•  Personal and group activity feeds

Empower Knowledge Workers to Connect, Contribute, Share & Access

Self-Service Contribution •  Company/product blog

•  Team project wikis

•  Discussion forums

Share & Access Anywhere •  Company/customer portal

•  Corporate intranet

•  Content management repository

•  Achieve better integration with suppliers

•  Lower purchasing costs

•  Develop products •  Solve problems

•  Develop products and services

•  Manage knowledge •  Enhance company

culture •  Foster

collaboration •  Training •  Identify and recruit

talent

•  Acquire new customers

•  Improve customer service

•  Develop products •  Enable customers

to interact with each other

•  Marketing

B2C ~ Customers B2B ~ Partners B2E ~ Employees

How are Companies Using Web 2.0? Leverage Social Computing and Portal Technologies

Oracle WebCenter for Accounting and Financial Management

•  Increase participation and user input to feed social context using links and RSS feeds •  Make budget planning faster and easier with real-time collaboration with group spaces, wikis and discussion forums

•  Aggregate financial information across multiple systems and provide insight through built-in dashboards •  Increase access to financial documents with tagging and search

Oracle WebCenter for Sales, Marketing & Customer Service

•  Search, access and share all customer, product and sales information within and outside of CRM application •  Quickly collect competitive information with RSS and Twitter feeds and display directly in the portal

•  Accelerate execution of marketing campaigns with group spaces for marketing program collaboration

•  Provide call center training resources across the enterprise with Oracle Composer and Business Dictionary

Oracle WebCenter for Supply Chain Management

•  Contextually link JD Edwards EnterpriseOne forms to Oracle WebCenter Spaces

•  Improve end user collaboration and decision making with Web 2.0 capabilities

•  Real-time information exchange with suppliers improve inventory turns and increase customer satisfaction

•  Respond rapidly to supply chain interruptions with proactive process alert capabilities in context

CUSTOMER EXAMPLES Web 2.0 for the Enterprise

E2.0 Communities Connect People & Content Canadian Partnership Against Cancer

•  Public portal •  Online

communities •  Web content

management •  Collaboration tools •  Secure access

uBank (NAB) Leverage Web 2.0 to Modernise Consumer Banking

Collaborating with your Customer To receive something of value, you must offer something of value in advance

The site promotes access to information channels to aid the new visitor based on ‘discovery of intent’

1 A landing page is optimised for a

new visitor , e.g. using the Google search term “Savings goal”

2

The site promotes access to information channels to aid the new visitor based on ‘discovery of visitor intent’

Information of value is suggested to the visitor

Interaction channel suggestions are promoted

4 Interaction or

collaboration channel suggestions are promoted

3 Potential information of value is recommended to the visitor

Collaborating with your Customer Using predictive terms, the site then tunes in to the visitor’s site goals

1 Using predictive intent mapping,

the site detects the new visitor is interested in “Savings goals” –and navigates them to a new page

Content is served in tune with the predictive or recommended search term

2

A ‘call to action’ converts visit to the page/site goal

3 A ‘call to action’ offers value in advance

1

This self help video guides the user through the process

Collaborating with your Customer Deliver rich media, contextually!

1 Goal achieved – the customer

hasn’t even signed up yet – this is’Value in Advance”

Now to convert! 2

Collaborating with your Customer Get to know your customer, without them even signing-up!

Leverage Social Channels Your customers become your advocate!

SUMMARY Web 2.0 for the Enterprise

Web 2.0 for the Enterprise = WebCenter Connecting People, Content & Processes

Oracle WebCenter is the use of Web 2.0 tools and technologies in the workplace that

empower end users to collaborate more effectively, find and share information in the proper context,

and improve the business processes in which they work.

Oracle WebCenter Enables the Modern Web 2.0 Enterprise

•  Connecting People, Content & Processes •  Modern User Experience •  Enterprise Content Management •  Social Computing & Collaboration •  Business Process & Application

Integration

•  Improving Enterprise Productivity •  Faster Time to Market •  Drive Innovation •  Competitive Advantage

Gartner MQ Leader •  Enterprise Portal •  Enterprise Content Management •  Enterprise Records Management •  Web Content Management

Forrester Wave Leader •  Enterprise Portals •  Conventional Web Platform •  Web Content Management •  Enterprise Content Management

User Interface

The look-and-feel, layout, and interaction model

How Oracle Helps People Work!

Performed by Developers, UI Designers, Graphic Artists, Usability Engineers

Questions..

San Francisco 2011 October 2–6, 2011

Latin America 2011 December 6–8, 2011

Tokyo 2012 April 4–6, 2012