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Knowledge Management using social software in SharePoint 2010
Donald HessingVX Company
dh i @
Ton StegemanPGGM
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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rga
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
ce
Publish Knowledge Solution
• Reference, E-Reader, Offline, P i tiDocuments
rksp
acPrintingDocuments
• Formal documentsP bli hi
ge W
oFormal documents• Fixed layoutsPublishing
Q i k d h i
owle
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
mo
Dem
lish
-Pu
bl
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
atio
n
• Class• Workspace name• Automatically by event receiver
Context
ssifi
ca
• 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
g y
• Create a corporate taxonomy• Maintenance of term sets
M it i t iChallenges • Monitoring enterprise keywords
Challenges
mo
-Dem
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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d -D
eFi
nd
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.