© 2008 IBM Corporation

Collaborative innovation without boundaries - capture new market opportunity in a global Web 2.0 world

Jens-Uwe Fimmen

Enterprise 2.0

Lotus Northeast Europe

Jens-Uwe Fimmen/Germany/IBM

+49/171/2232880

IBM Lithuania Conference on Global Experience

Vilnius, 23.04.2008

STORY TITLEAgenda

Why Enterprise 2.0?

IBM’s journey to Enterprise 2.0

Customer experiences

Summary

STORY TITLE

Lessons learned from Marco Polo: 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.htmlhttp://www.uni-stuttgart.de/himg/Karten_jpg/polo.jpg

STORY TITLEChanging nature of work drives a need to connect dispersed workforces

Work environments are more complex

More interactions with unknown people

Work is increasingly collaborative

matrixed

acquisitions

globally-dispersedremote

telecommuting

mergersjoint-ventures

specialization

ad hocon-demand

who-are-you

collaborate

teamwork

“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.

STORY TITLE

Traditionalist Middle Age Generation 30+ Generation

Internet

Training The hard wayToo much and I’ll

leaveRequired to keep me

Continuous and expected

Learning style Classroom Facilitated IndependentCollaborative 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 styleCommand and

controlGet out of the

wayCoach Partner

FeedbackNo news is good

newsOnce per year Weekly / daily On demand

Technology use Uncomfortable UnsureUnable to work

without itIndispensable

Job changing Unwise Sets me back Necessary Part of the plan

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 expectations about work. Generation Internet is a fact of life.

STORY TITLE

6

Changing Demographics drives a need to empower the new generation of business leaders – but how to retain today’s knowledge?

19% of the entire American workforce holding executive, administrative and

managerial positions will

retire in the next five years

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

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

Attracting young high potentials is a major issue in all Nordic countries

Global Knowledge doubles currently every 3 years.

STORY TITLE

continous beta participation

visualization

Making sense out of Social Software

Wiki’s

BlogsSocial Networks

AJAX

RSS

Mash-ups

Social Computing

MySpace

Tags

Web 2.0

del.icio.us Flickr

REST

ATOM

LinkedIn

folksonomy

Consumerization

Diggbookmarking

Communities

Video Sharing

Avatars Facebook

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)

Does any of this matter in ‘real business’ today???

How can I leverage all this great enthusiasm

for my business?

STORY TITLEAgenda

Why Enterprise 2.0?

IBM’s journey to Enterprise 2.0

Customer experiences

Summary

STORY TITLE

9

IBM has over 340,000 employees – of which almost 50% are mobile

IBM LocationsMobile Employees

• 168 countries

• 2,000 locations

• 140,000+ remote

<<< 64 acquisitions since 2002 >>>

STORY TITLE

10

History of Web 2.0 at IBM

Collaborative capabilities

Bu

sin

es

s v

alu

e

20101995 2000 2005

Notes Mail

BluePages

w3-Web site

w3-profile

w3-role-basedSametime v1

Web ConferencesQuickPlace

TeamRooms

Forums

Blogs

Wikis

WorldJam

ThinkPlace

Pro

duc

tivity

C

olla

bora

tion

Inno

vatio

n

Tagging

Dogear

Situational Applications

TAP

Sametime v7.5

Rendezvous

InnovationJam

ValuesJam

Word processingSpreadsheets

Communities of Practice

Reputation“One wayinformation

source”

“Connect and exchange”

“Ecosystem, highly interactive and reputation-

based”

Virtual worlds

Activity Explorer

STORY TITLE

Find information

Get an answer to a question

Ask for advice

Bounce off an idea

Get another opinion

Think about how often you connect with someone to:

Think about how you work...

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

STORY TITLE

12

The value of collaboration for IBM - BluePages 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

STORY TITLE

13

Blogs

83,580

85,052

35,094

August 2007

60%

60%

65%

% increase

50,000Comments

51,000Entries

23,000 (67 countries)

Users

August 2006

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.

Enabling every employee to publish and discuss their ideas out in the open=> to become a hero.

STORY TITLE

14

Example IBM Scenario – Business Topic Expert

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

STORY TITLE

15

Example IBM Scenario – Monthly Newsletter

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

STORY TITLE

16

Example IBM Scenario – Increase Intranet 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 Average user time spent searching decreased

by ~ 36 seconds Social tagging in search works

“Pages bookmarked by IBMers” receives 120,000+ clicks per month

Users stopped searches on tagged pages at a substantially higher rate than “natural results”

Percentage of w3 search pageviews that are exit pages

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

10/15

/06 -

10/2

1/06

10/29

/06 -

11/4

/06

11/12

/06 -

11/1

8/06

11/26

/06 -

12/2

/06

12/10

/06 -

12/1

6/06

12/24

/06 -

12/3

0/06

1/7/

07 -

1/13

/07

1/21

/07 -

1/27

/07

2/4/

07 -

2/10

/07

Timeline

Per

cen

t dogear

quicklinks

natural results

Source: IBM worldwide Intranet

STORY TITLEIBM Research: Health of a Personal Social Network?!

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

STORY TITLEIBM Research: Build more personal relationships in the company

Shared content

Relationship building

Social interaction

Making sense and awareness of people's social network

STORY TITLEWhat is Lotus Connections?

People: Employees, Partner, Customer:

Me / Them

Groups, Teams, Communities of

Interest

Build / Share

knowledge

Social Bookmarking

Communities

BlogsActivities

Profiles

Get work donebetter & more

structured

Homepage

STORY TITLE

Lotus Connections provides 5 key services & the Homepage

Create, find, join, and work with communities of people who share a common interest, responsibility, or area of expertise

Use a weblog to present your idea and get feedback from others; learn from the expertise and experience of others who blog

Save, organize and share bookmarks; discover bookmarks that have been qualified by others with similar interests & expertise

Organize your work, plan next steps, and easily tap your expanding professional network to help execute your everyday deliverables, faster

Quickly find the people you need by searching across your organization using keywords that help identify expertise, current projects and responsibilities

Activities

Profiles

Communities

Blogs

Dogear

HomepageFaster Delivers an aggregated view of latest Lotus Connections information. Keep track with critical information, people, incoming request and tasks.

STORY TITLELotus Connections is at work at IBM.

CommunitiesIBM hosts 488 public communities, 172 private communities with over 3,800 unique members.

BlogsIBM’s BlogCentral hosts 11.750 weblogs, 99.181 entries from 43.489 users with 21.598 tags.

DogearIBM’s internal Dogear system has 353,548 bookmarks with 917,562 tags, and a user population of 11,597 users.

ActivitiesIBM’s internal Activities service has seen all content and usage statistics grow with 36.792 activities, 277.000 entries and 63.860 registered users.

ProfilesIBM’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.

This data was provided as of January 2008

STORY TITLEAgenda

Why Enterprise 2.0?

IBM’s journey to Enterprise 2.0

Customer experiences

Summary

STORY TITLE

Question: I can see this is a great thing for a large company like IBM. My company is 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!’

STORY TITLESelection of customers

STORY TITLEBusiness Value examples of Social Software in the “Enterprise 2.0”

Foster social networks

Wisdom of crowds

Social Bookmarking

Communities of interest

Viral Marketing

My personal Homepage

Corporate Whitepages & Personal Profiles

Social Network Analysis

The continous Jam

Innovate an Innovation Factory

locate the expert

Activity based self-organization

Share best practices

Retain wisdom and knowledge

Leverage proactive expert contribution

Experts become Heroes (and heroes stay!)

Stimulate Innovation

Speed up responding to customer needs and inquiries

Increase learning curves

STORY TITLEAccess Social Software from the applications you use

IBM WebSphere® PortalPortlet integrates any / all services into portal pages / sites

Lotus Connections ServicesMicrosoft Office & Windows Explorer

Upload files to Activities, search profiles, create a blog, and make Activity To Do's

Extensibility

Browser BookmarkletsFeed readersBusiness cardMashupsMobileREST APIs

IBM Lotus Notes 7/8Powerful activity sidebar / toolbar

IBM Lotus QuickrAdd page to Activities

IBM Lotus SametimeActivities and Profiles plug-in

These plug-ins are available via the product catalog sitehttp://catalog.lotus.com/wps/portal/lotusconnections

STORY TITLEAgenda

Why Enterprise 2.0?

IBM’s journey to Enterprise 2.0

Customer experiences

Summary

STORY TITLEExecutive Summary

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.

STORY TITLE

29

Lotus Greenhouse Where new 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!

STORY TITLE

30

IBM Deutschland GmbHWilhelm-Fay-Straße 30 - 34D-65936 Frankfurt/Main

Mob. +49-171-2232880jensuwefimmen@de.ibm.com

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Jens-Uwe Fimmen

Sales Leader for Enterprise 2.0Lotus Northeast Europe

IBM Software Group

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Your Lotus Contact in the Baltics: Kalle Immato, +372-50 84 88, kalle.immato@ee.ibm.com

STORY TITLELatest 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

More about Lotus Connections …