When Opportunity Knocks:
Unlocking Web 2.0 for Collaboration
Mike Rizzo
Boston Financial Senior Vice President & CIO
2009 Boston Financial Client Forum
Ready for the Turn
What is Web 2.0?
Case studies of Web 2.0 implementations
in a business environment
SharePoint
2009 Boston Financial Client Forum
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Web 2.0 is…
changing trends in the use of the
World Wide Web and web design
that aims to enhance creativity,
secure information sharing,
collaboration and functionality of
the web
Web 2.0 is not…
a new technology it uses pre-existing technology in
new and innovate ways
2009 Boston Financial Client Forum
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Web 2.0 Concepts
Harnessing the Collective Intelligence the service automatically gets better the more people use it
2009 Boston Financial Client Forum
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What Have We Learned So Far?
Requires trusting
and involving users
Important for
establishing a
conversation with
customers, associates
and the market
New generation of customers /
users expect this and will be as
dependent on data connectivity
as we are on NStar
Web 2.0
Collaborative work
style will require
these tools and this
environment
People won't care how things work - just that they do work
2009 Boston Financial Client Forum
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Business Challenges
Selling the technology to the organization
Balancing security and privacy with decentralization
and limited regulation is now prized
Leveraging Open source as a driver of innovation in the
world of Web 2.0
Avoiding the most common "traps
Use our powers for good
not evil
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Today's Speakers
Doug Billings
Boston Financial Manager Web Development
Kirk Kness
TRowe Price Vice President of Emerging Solutions
Brian Stetson
Putnam Investments SVP and E-Commerce & Sales/ Marketing Systems
2009 Boston Financial Client Forum
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When Opportunity Knocks
Doug Billings
Corporate Collaboration
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The Recurring Problem
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2009 Boston Financial Client Forum
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2009 Boston Financial Client Forum
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2009 Boston Financial Client Forum
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#comiccon
#flash
Recent | Interesting
Comments
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What Would
Corporations Do?
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Why Does the Classic Corporate Answer
So Oftentimes Fall Flat?
Pre-Set Roles
Participation
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The Knowledge Expert
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Lessons from the
Socially Awkward Adept
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Take the problem to the individuals
Participation = Adoption
Pieces of the Puzzle
Make it easy to use
Decentralization not anarchy
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Our Challenge
Document Sharing,
Communication & Collaboration
Within & Across
Shifts/Time Zones/Sites
Collection & Recall of Tacit Data
& Information
Regulated Environment
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Technology: SharePoint
Stable, Integrated Platform
Simple, Familiar, Consistent
Enterprise-Wide Access
Workflow Management
Regulatory Friendly Features
2009 Boston Financial Client Forum
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The Web 2.0 Approach
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Decentralized (to Start)
Iterative
Minimally Invasive
Maximize Participation
Minimize Control
2009 Boston Financial Client Forum
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Lessons Learned
• Reframe the Problem
• Be willing to adapt organizationally
• Just Do It, but don’t forget about the
business problem
• You’re Never Done
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Real world example
T Rowe Price and Web 2.0
Kirk Kness – VP T Rowe Price Group
Emerging Solutions
T. Rowe Price, Invest With Confidence and the Bighorn Sheep
logo is a registered trademark of T. Rowe Price Group, Inc.
Web 2.0 – Some concepts …
•
- Connecting , Collaboration, Communities, Conversations .
•
− Users add value thru direct participation.
− Network effect occurs when a “product” becomes more valuable as the
number of people using it increases.
• Start by minimizing barriers to adoption quickly
− Low Barrier tools
− Maximizing the value of user interactions, both user participation and
indirect side-effects of user actions
25
Are there models to follow ?
26
Why can’t it be like this ?
27
Where we started… Our Challenge …
• Retail call center ….
• Information gathered and shared via email and
drive-by. Limited transparency and repeatability
• Lacked ability to search for specific content
quickly
• Associates struggle to find the correct policy,
procedure or handling of a customer situation
− Lacked context …..
28
Where we started (our challenge ) …
Department
specific silos
89 Manuals
29
Associates feel overwhelmed …. And underserved …
Operations associates felt overwhelmed by the
amount of information available and were
underserved by the constraints of the traditionally
published knowledge
30
How did we start ? …..
• Started with a specific area – Taxes
• Utilized the concepts of Web 2.0 , specifically around
− Low barrier Tools
• Wiki
• Forums
− User participation
• Allowed the “community” to be part of the solution
• Commenting and tagging
• Subject Matter experts own the content
31
This information and content should be…
Easy to use
Easy to find
32
In Plain
English
So What has it allowed us to do ?
− Empower the experts to own and improve knowledge base
− Search information quickly and more easily
− A single source of information
− Personalize information by labeling and bookmarking what is important to you
− Users create defined favorites that reflect popular content
− Any changes to content are pushed to the forefront so users can quickly identify
updates to a topic
− Expanded access to subject matter experts
•
33
Feed back so far ….
• “I have been adding some comments (and tracking them) to various sections
of this work space. I really like the ease in which I'm able to navigate
throughout the tool. “
•
“Pretty powerful that it makes connections for the rep… related pages”
•
• “Search is infinitely better than the old… more relevant”
•
34
“This is like going from the
Nintendo 64 to the Wii !”
Lessons …..
• Provide a meaningful context for creation
− Create a coherent, consistent context (subject matter or community context)
• Trust your users
− Cede some control to share control and trust users
− BUT, degree of control will vary !
• Design so that it improves as more people use it
• Facilitate emergence
− It’s difficult to predict the best design
• Patience …..
35
It takes teamwork ….
36
Still need your subject matter experts … and passion …..
37
Trust the process …..
38
Its continuous …
39
Communication .. Lots of it ….
40
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Thanks
Collaboration and Web 2.0
Technologies Powering
Productivity Efficiencies at
Putnam
September 16, 2009
More than 60% of firms are implementing or
upgrading existing implementation of collaboration
software
“What are your firm’s plans to implement or expand its use of the following
information and knowledge management software technologies in the next 12 months?”
Implementing/implemented
Expand/upgrade existing implementation
Piloting
Interested/considering
Decreasing
Not interested/don’t know
Collaboration software (e.g., email, calendaring, contacts,
instant messaging, Web conferencing, team collaboration,
Web 2.0)
Content management software (e.g., Web content
management, document management, records management)
34%
27%
30%
23%
10%
10%
20%
25%
9%
12%
1%
Information access software (e.g., enterprise search, desktop
search, text analytics)
21%
10% 10%
32%
26%
1%
Business Intelligence software
20%
11%
9%
28%
30%
1%
Learning management software (e.g., learning management
software, virtual classroom, informal learning)
17%
12%
11%
Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2008; Forrester Research
31%
29%
Discussion forums and management tools top the list of
firms’ plans to expand or upgrade Web 2.0 technologies
“What are your firm’s plans to implement or expand its use of the
following Web 2.0 technologies in the next 12 months?”
Implementing/implemented
Expand/upgrade existing implementation
Piloting
Interested/considering
Decreasing/removing
Not interested/don’t know
Discussion forums
Idea generation or management tools
17%
9%
6%
5%
9%
31%
7%
36%
32%
48%
1%
Wikis (enterprise or departmental)
12%
Blogs
13%
6%
10%
22%
49%
2%
RSS (Really Simple Syndication)
11%
6%
8%
5%
22%
6%
22%
7%
22%
50%
56%
1%
Podcasts
9%
11%
7%
4%
7%
4% 4%
Mashups
4%
18%
58%
21%
2%
Microblogs
55%
1%
Social netw orking tools (e.g.,
Facebook, LinkedIn)
Virtual Worlds for online meetings or
presentations (e.g., Second Life)
6%
65%
2%
5%
2%
3% 4%
15%
13%
73%
77%
Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2008; Forrester Research
About half of firms report using Web 2.0 tools for
capturing and sharing knowledge as well as for
corporate communications
“For which of the following activities is your firm currently using Web 2.0 tools and technologies?”
Capturing and sharing knowledge
51%
Corporate communications
49%
Managing projects
48%
Fostering collaboration within a division or group
39%
Reducing use of email or face-to-face meetings
37%
Improving employee services
31%
Modernizing the intranet portals
28%
Fostering innovation
23%
Locating experts/expertise
21%
None of the above
Other
12%
3%
Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2008; Forrester Research
Putnam Collaboration Tools
• e-Meeting rooms/ e-Learning
• Collaborative Document Management
• Social Networking
• Blogs
• Forums
• Communities
• Wikis
E-Meeting Rooms/ E-Learning
• web based conferencing and eLearning tools that utilizes Flash
• The application is available via the Internet and provides for a friendly url
for its meetings (for example https://connect.putnam.com/project
requirements )
• Meeting hosts have the ability to require attendees to login or allow guest
access to a meeting
• Presentations can be posted to a url so users can review a presentation
based on their own schedule. The presentation can then be removed.
• Meetings can be recorded for future playback
• Putnam’s Transfer Agent and Corporate Training utilizes this application for
training Putnam service representative
On-Line Meeting Room
Document Collaboration
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Versioning for Auditing
Complex Workflows
Personalized Workspace
Collaborative Environment
Subscription Service
Delegated Administration
Search Capabilities
Open interface for easy integration with other systems
Social Computing Application Server
• Quickly set up Web sites for content, collaboration, etc. with out-ofthe-box templates
• User generated/managed communities
• Web 2.0:, wikis, blogs, managing tasks, calendaring, document
sharing, Web content publishing, and more
• Web Site Branding
• User/Role-based content management
• Enable users to self-publish on the Web
• Provide user access controls
• Flexible identity/authentication integration
• Currently leveraged primarily for internal use
Questions & Discussion