Collaborative innovation without boundaries - capture
new market opportunity in a global Web 2.0 world
IBM Lithuania Conference
on Global Experience
Jens-Uwe Fimmen
Vilnius, 23.04.2008
Jens-Uwe Fimmen/Germany/IBM
Enterprise 2.0
Lotus Northeast Europe
+49/171/2232880
© 2008 IBM Corporation
Agenda
STORY TITLE
 Why Enterprise 2.0?
 IBM’s journey to Enterprise 2.0
 Customer experiences
 Summary
Lessons learned from Marco Polo:
STORY
TITLE
It is more
important
what you can discover than what you know.
Marco Polo was a Venetian (Italian) explorer (1254-1324) who travelled through Central Asia and China.
He was seventeen on his first journey to China in 1271. He travelled to China with his father and uncle
over the Silk Road, an overland route to China. He worked for Kublai Khan, the Mongol Emperor, for
seventeen years. He sailed home and brought ivory, jade, jewels, porcelain and silk. He told about the
Chinese use of coal, money and compasses. Famous writer Rustichello wrote about Marco Polo's travels
book titeled The Book of Travels. His experiences from travel through Central Asia and China gave
Europeans some of their earliest information about China.
IMPACT
His information was the first and for a long time the only available information of the far east. It was
received with astonishment and disbelief. His book stimulated interest in the Orient. It stimulated trade,
and the information was a cornerstone for the wealth of his home town, Venice for centuries.
http://www.yesnet.yk.ca/schools/projects/renaissance/marcopolo.html
http://www.uni-stuttgart.de/himg/Karten_jpg/polo.jpg
Changing nature of work drives a need to
TITLE
connectSTORY
dispersed
workforces
 Work environments are more complex
 More interactions with unknown people
 Work is increasingly collaborative
acquisitions
mergers
collaborate
joint-ventures
who-are-you
ad hoc
matrixed on-demand remote
globally-dispersed
specialization
teamwork
telecommuting
“Today, more than 85 percent of a typical S&P 500 company’s market value is the result of intangible assets.
For many companies, the bulk of these intangible assets is its people, its human capital. It is no longer what
you own that counts but what you know…”
—Craig Symons, Forrester Research, Inc.
Changing expectations about work.
STORY
TITLE
Generation
Internet
is a fact of life.
Traditionalist
Middle Age
Generation 30+
Generation
Internet
The hard way
Too much and I’ll
leave
Required to keep me
Continuous and
expected
Learning style
Classroom
Facilitated
Independent
Collaborative and
networked
Communication
style
Top down
Guarded
Hub and spoke
Collaborative
Problem-solving
Hierarchical
Horizontal
Independent
Collaborative
Decision-making
Seeks approval
Team informed
Team includes
Team decides
Leadership style
Command and
control
Get out of the way
Coach
Partner
No news is good
news
Once per year
Weekly / daily
On demand
Uncomfortable
Unsure
Unable to work without
it
Indispensable
Unwise
Sets me back
Necessary
Part of the plan
Training
Feedback
Technology use
Job changing
Source: Lancaster, L.C. and Stillman, D. When Generations Collide: Who They Are. Why They Clash. How to Solve the Generational Puzzle at Work. Wheaton, IL. Harper Business, 2003.
Changing Demographics drives a need to empower the new generation
of business
leaders
– but how to retain today’s knowledge?
STORY
TITLE
Global Knowledge doubles currently every 3 years.
Attracting young high potentials is a major issue in all Nordic countries
19% of the entire
American workforce
holding executive,
administrative and
managerial positions
will retire in the
next five years
In the year 2000, there were
more people receiving
pensions in Italy than
people working (22 versus
21 million)
Within the next seven
years, 33 million
people in Japan (26%
of the population) will
be over 65 years old
By 2016, the number of individuals
aged 60-64 in Australia is
expected to almost double
Source: http://www.communication-college.org/10550/13364.html?*session*id*key*=*session*id*v Symposium Conference Paper. August 27, 2003.
www.ageing.health.gov.au/ofoa/wllplan/aawpapers.htmnline. August 23, 2002 www.japantimes.co.jp/cgi-bin/getarticle.pl5?ed20020823a1.htmly”, September 2000, p.17
6
Making STORY
sense
out of Social Software
TITLE
continous beta
participation
Flickr
del.icio.us
visualization
folksonomy
Tags
REST
Video Sharing
How
AJAX can I leverage
Mash-ups
2.0
Does any ofWeb
this matter
in
all‘real
this
great
enthusiasm
RSS
Avatars
Facebook
business’
today???
MySpace
ATOM
for my business?
bookmarking
Wiki’s
LinkedIn
Blogs
Consumerization
Digg
Social Networks
Social Computing
Communities
Social Software … allow users to interact, share, and meet other users. This computer-mediated
communication has become very popular with sites like … and has resulted in large user bases and
billion dollar purchases of the software and their communities by large corporations … .
(http://en.wikipedia.org/wiki/Social_software)
Agenda
STORY TITLE
 Why Enterprise 2.0?
 IBM’s journey to Enterprise 2.0
 Customer experiences
 Summary
IBM has over 340,000 employees – of which almost
STORY TITLE
50% are
mobile
• 168 countries
• 2,000 locations
• 140,000+ remote
IBM Locations
Mobile Employees
<<< 64 acquisitions since 2002 >>>
9
History of Web 2.0 at IBM
STORY TITLE
Collaboration
Productivity
Business value
Innovation
“Ecosystem, highly interactive
and reputation-based”
“Connect and
InnovationJam
exchange”
Tagging Virtual worlds
ThinkPlace Reputation
“One way
information
source”
Situational Applications
ValuesJam
WorldJam
Dogear Sametime v7.5
Activity
Explorer
BluePages
Forums
TAP
Communities of Practice
Blogs
Sametime v1
TeamRooms
Wikis
w3-profile
w3-role-based
Web Conferences
Rendezvous
QuickPlace
Notes Mail
w3-Web site
Word processing
Spreadsheets
1995
2000
2005
Collaborative capabilities
2010
10
Think about how you work...
STORY TITLE
Think about how often you connect with someone to:
 Find information
 Get an answer to a question
 Ask for advice
 Bounce off an idea
 Get another opinion
In a modern world you just can’t do it alone:
 There is too much information for us to manage it by ourselves
 Information from people is richer
 We all need to connect and feel connected
The value of collaboration for IBM - BluePages
STORY TITLE
 One universal employee
directory for 475.000 user
(IBMer and contractor)
 Multiple ways to search
 Hard facts fed by HR + 50
applications
 Soft facts fed by user
 250+ applications access &
use the directory data
 Often more than 5 million
requests for people / expert
location per week
 64% of employees use
BluePages once a week or
more
 Basis for internal communities,
Skills management
 Most used application in IBM’s
Intranet worldwide
 Bluepages+1 “Fringe” in test
12
Enabling every employee to publish
STORY TITLE
and discuss
their ideas out in the open
=> to become a hero.
August
2006
August
2007
% increase
Users
23,000
(67
countries)
35,094
65%
Entries
51,000
85,052
60%
Comments
50,000
83,580
60%
IBM hosts 10,429 employee Blogs, Sept ‘07
They generate more publicity then our communications department..
IBMers get feedback from the crowd which can be used to improve.
One blog can replace x.000 newsletter mails and x briefing events.
And yes, we host x.000 internal and external Forums and Wiki’s, too.
Blogs
13
Example
IBM Scenario – Business Topic Expert
STORY TITLE
 One ‘well known’ expert gets the same calls for help day in day out
… keeping him away from his day-job.
 Opening his own blog and posting his knowledge
Saves his valuable time for new topic
Makes a well known hero out of a hidden expert
Reader’s abilites to post
keep topic up to date and
learning curve high
Source: IBM internal Martti Garden / Germany
14
Example
Scenario – Monthly Newsletter
STORYIBM
TITLE
 Formerly delivery
Send to 500 persons monthly by e-mail
Content up to 30 days old
Saved about 350 times on mail client and mail server
Sender received in average 25 phone calls / mails per month to resend
No searchable archive
 Todays delivery by Teamblog
Up to date information
Centraly stored – one time
Searchable Archive build in
Less and less ‘resend mails’
and aswered with a single link
Can be subscribed as a RSS-Feed
Source: IBM Lotus Germany Teamblog
15
Example IBM Scenario –
STORY Intranet
TITLE
Increase
Search efficiency company wide
 Shared ~360.000 published bookmarks with
~1.000.000 tags (Feb. 2008) are a critical mass
to leverage the ‘wisdom of crowds’.
 Add central Social Bookmark storage to the
Enterprise Tagging Service in the Intranet.
 Reuse tags in Intranet search page
 Overall search satisfaction rose to 52%
 Significant rise in satisfaction to 73% for those who
were aware of new search release
 Specific enhancements showed statistically
significant increases
 User feedback decreased from 37-118 a week to
<17 a week
 Saved 2000+ hours per week increasing
productivity
0.8
0.7
0.6
Percent
 Average user time spent searching decreased by ~
36 seconds
Percentage of w3 search pageviews that are exit pages
 Social tagging in search works
Source: IBM worldwide Intranet
dogear
0.4
quicklinks
0.3
natural results
0.2
0.1
-1
10
0/
21
/2
9/
/0
06
6
-1
11
1/
/1
4/
2/
06
06
-1
11
1/
18
/2
6/
/0
06
6
-1
12
2/
/1
2/
0/
06
06
-1
12
2/
/2
1
6/
4/
06
06
-1
2/
3
1/
0/
7/
06
07
-1
/1
1/
3/
21
07
/0
7
-1
/2
2/
7/
4/
07
07
-2
/1
0/
07
0
10
/1
5/
06
 “Pages bookmarked by IBMers” receives 120,000+
clicks per month
 Users stopped searches on tagged pages at a
substantially higher rate than “natural results”
0.5
Timeline
16
IBM Research: Health of a Personal Social Network?!
STORY TITLE
 How healthy is my
personal social capital?
• Number of Connections
• People’s physical location
Geographic & Organizational
 What is the Social Value of
Scot to Me?
• Number of unique people that
Scot can introduce me to
• People’s physical location
 What are the changes and
trends of my social capital
evolution?
• For instance, I have to talk with
Alice soon. She is valuable to me
in terms of her social
connections and she can help me
get out of my Ego Net circle.
Visualize one's
personal social
network
Identify
organizational
boundaries
Understand your
contact's social value
Your
Personal
Social
statistics
17
IBM Research:
STORY TITLE Build more personal relationships in the
company
 Shared content
 Relationship building
 Social interaction
 Making sense and
awareness of
people's social
network
What is Lotus Connections?
STORY TITLE
Profiles
Homepage
People: Employees,
Partner, Customer:
Me / Them
Get work done
better & more structured
Activities
Communities
Groups, Teams,
Communities of Interest
Build / Share
knowledge
Social
Bookmarking
Blogs
Lotus Connections provides 5 key services & the Homepage
STORY TITLE
Profiles
Quickly find the people you need by searching across your organization
using keywords that help identify expertise, current projects and
responsibilities
Communities
Create, find, join, and work with communities of people who share a
common interest, responsibility, or area of expertise
Blogs
Use a weblog to present your idea and get feedback from others; learn from
the expertise and experience of others who blog
Dogear
Save, organize and share bookmarks; discover bookmarks that have been
qualified by others with similar interests & expertise
Activities
Organize your work, plan next steps, and easily tap your expanding
professional network to help execute your everyday deliverables, faster
Homepage
Faster Delivers an aggregated view of latest Lotus Connections information.
Keep track with critical information, people, incoming request and tasks.
Lotus Connections
is at work at IBM.
STORY TITLE
Profiles
IBM’s internal BluePages application provided the basis for Profiles. BluePages holds
over 514,000 profiles. > 60 percent of all profiles contain photos. It serves > 3.5
million searches per week. It’s the hub of applications authentication for IBM, too.
Communities
IBM hosts 488 public communities, 172 private communities with over 3,800 unique
members.
Blogs
IBM’s BlogCentral hosts 11.750 weblogs, 99.181 entries from 43.489 users with
21.598 tags.
Dogear
IBM’s internal Dogear system has 353,548 bookmarks with 917,562 tags, and a user
population of 11,597 users.
Activities
IBM’s internal Activities service has seen all content and usage statistics grow with
36.792 activities, 277.000 entries and 63.860 registered users.
This data was provided as of January 2008
Agenda
STORY TITLE
 Why Enterprise 2.0?
 IBM’s journey to Enterprise 2.0
 Customer experiences
 Summary
Question: I can see this is a great thing for a large company like IBM.
STORY
My company
isTITLE
much smaller. Does Social Software make sense for us?
Size does not matter (here). Smartness counts.
Social Software can deliver high value:
where companies
 rely on innovation to become the leader in the market and/or to stay the market leader
 rate people and their knowledge and lessons learned as the main asset
 are geographically / mentally / culturally dispersed
 before / after a merger / acquisitions
 being a multinational company
 have production facilities to Asia/Brazil/… but need to work together

have a mission to have strong links to their customers who share the same interests
 Associations, clubs (sport and others), non-profit organisations, any service provider, education sector
where HR
 sees many critical employees aging and retiring in the near future and have a need to pass
expertise along
 is in charge to develop the community of next generation of leaders in sales, management,
engineering.
 requires to attract the best talent from the market and universities
 needs to get people up to speed faster that change jobs
where employees say
 ‘If only <mycompany> knews what <mycompany> has!’
Selection of customers
STORY TITLE
Business
Value examples of Social Software
STORY TITLE
in the “Enterprise 2.0”
Speed up responding to customer needs and inquiries
The continous Jam
Foster social networks
Experts become Heroes (and heroes stay!)
Communities of interest
My personal Homepage
Activity based self-organization
Retain wisdom and knowledge
Leverage proactive expert contribution
Viral Marketing
Social Bookmarking
Social Network Analysis
Wisdom of crowds
Share best practices
locate the expert
Corporate Whitepages & Personal Profiles
Stimulate Innovation
Innovate an Innovation Factory
Increase learning curves
Access Social Software from the applications you use
STORY TITLE
IBM Lotus Notes 7/8
Powerful activity
sidebar / toolbar
IBM Lotus Sametime
Activities and Profiles
plug-in
IBM Lotus Quickr
Add page to Activities
Lotus Connections Services
IBM WebSphere® Portal
Portlet integrates any /
all services into portal
pages / sites
Microsoft Office &
Windows Explorer
Upload files to Activities,
search profiles, create a
blog, and make Activity To
Do's
These plug-ins are available via the product catalog site
http://catalog.lotus.com/wps/portal/lotusconnections
Extensibility
Browser
Bookmarklets
Feed readers
Business card
Mashups
Mobile
REST APIs
Agenda
STORY TITLE
 Why Enterprise 2.0?
 IBM’s journey to Enterprise 2.0
 Customer experiences
 Summary
Executive Summary
STORY TITLE
Web 2.0 is a extremely successful fact of life in the consumer space.
It’s adoption to “Enterprise 2.0” leverages this success, enthusiasm and
functionality based the open standards for business purposes.
People, teams, communities - and the entire company – become more
productive by uncovering potential and sharing information every day.
Productivity gains are achieved by faster expert location, building communities
of interest, sharing discoveries, sharing personal knowledge and working
together more structured, while continuing to work in the environment they
know.
IBMs Social Software offering is called “Lotus Connections”, a set of open
standards based JAVA applications for any IT environment.
Adding these unique services to the collaborative universe of Notes and/or to
The front-end of SOA, WebSphere Portal, customers can archive unbeatable
employee efficiency, while their IT stays open, flexible and secure.
The next revolution of collaboration has begun.
Lotus Greenhouse
TITLE
Where newSTORY
Ideas
come to grow
(https://greenhouse.lotus.com)
The premier showcase to experience
and influence Lotus Products
- latest versions of Lotus Connections,
Quickr, Sametime, Domino Web Access and
additional trial features
- Innovate and collaborate with customers,
business partners and IBMers on any topics
- Open / closed communities and activities
available, but non confidential content only
- free of charge & open online enrolment
Statistics (January 2008)
- 8447+ registered users from 3948
companies
- 50k+ page views in January 08
Please join us in the Greenhouse!
29
Tak
Kiitos Tack
STORY TITLE
Dansk
Svenska
Suomi
Takk
Tänan
Norsk
Estonian
Aciu Paldies
Lithuanian
Danke
Thank
English
You
German
Arabic
Gracias
Latvian
Jens-Uwe Fimmen
Sales Leader for Enterprise 2.0
Lotus Northeast Europe
IBM Deutschland GmbH
Wilhelm-Fay-Straße 30 - 34
D-65936 Frankfurt/Main
Merci
French
IBM Software Group
Spanish
Mob. +49-171-2232880
jensuwefimmen@de.ibm.com
Russian
Obrigado
Portuguese
Dankie
Afrikaans
Siyabonga
Traditional
Chinese
Zulu
Thai
Japanese
Korean
Your Lotus Contact in the Baltics: Kalle Immato, +372-50 84 88, kalle.immato@ee.ibm.com
30
More about Lotus Connections …
STORY TITLE
Latest product info, research, podcasts, and more
http:/www.ibm.com/lotus/connections
Product demonstration http://docs.dfw.ibm.com/lotusconn/
Developer Works http://www.ibm.com/developerworks/lotus/products/connections/
Product documentation
http://www.ibm.com/developerworks/lotus/documentation/connections/
Lotus Greenhouse – registration site
https://greenhouse.lotus.com/join/MainDocument?openForm
Lotus Greenhouse – experience the software ‘live’
https://greenhouse.lotus.com/home/login.jsp
Synch.rono.us blog – keep up to date on Social Software activities @ IBM!
http://synch.rono.us/social/blog.nsf
Lotus Connections video on Youtube:
http://www.youtube.com/watch?v=LBvIeFbta9I