Improve Information Flow with Enterprise 2.0

Paul DomnickJessica ShawlSandy Owen Mary Abraham (Moderator)

Why Transparency?

• We waste too much time looking for information

• Transparency promotes knowledge sharing

• Ambient awareness provides context and connections

• Transparency facilitates collaboration

The Journey

The “Straight” RouteThe Social Stack

• Automate information delivery.

• Use E2.0 tools to let people identify and share information.

• Use E2.0 tools for collaboration and Personal KM.

The Social Stack

Source: HeadShift

The “Intel” Route

• Focused on personal content –point solutions

• Pockets of collaboration / sharing

• Everyone is an “author”

• Social media tools to collaborate on needs

• Systems share information / content

Intel – The Journey

• Implemented foundational components first…but that was slow

• Addressed most critical solution gaps as they arose…but that created “islands”

• Analyzed and created strategy for getting back on course with a goal of solution integration

• Enabled easier authoring and info sharing• Used social media tools for forums, discussions

and gathering solution needs

The “Freshfields” Route

• Used E2.0 tools for two discrete projects

• Built on success by trying more experiments

• Analyzed progress and planned for strategic growth

Freshfields – The Journey

• Chose to solve two different business problems with Enterprise 2.0 tools.– Replaced Intranet with a Wiki; created an SaaS

Alumni site.• Introduced more experimental uses of E2.0 (i.e.,

micro-blogging & instant messaging).• Analyzed progress (wins and losses).• Created a strategic plan for internal and external

collaboration.

Intel

Freshfields

Lessons Learned

• Understand the biz processes before you implement a tool – if the tool takes people too far out of their normal process they won’t use it

• If you have to train people to use it – they usually won’t• Understand how people work/interact outside the

company and try to provide similar capabilities (social media, small forms factors, always connected, etc)

• Focus more on “finding” content than enforcing “where”it’s stored/created

• Leverage your early adopters (what capabilities are they interested in/already using?)

Lessons Learned• 20:80 Rule -- Success with these tools may mean

meeting 20% of the need rather than 80%• Focus on matching available solutions to needs • The business case can’t always be explained ahead of

time• Experimenting works if it is accompanied by vision and

advocacy• Some parts of the org won’t follow because they lack the

information/training or need time to experiment and learn• The early adopters are a big help, but they are always

aware that there’s much more we can do • There is an inescapable link to mobility

• Be aware that you may have to fight bureaucracy

• People may not want to wait for the strategy – some needs are more immediate

• If you want to expedite adoption, be prepared to provide close support

• It’s hard to get it right the first time. You have to experiment.

• Beware of users who want new toys, but can’t identify a practical use case.

• Some E2.0 tools aren’t as user-friendly as the consumer tools.

• Some E2.0 vendors haven’t provided sufficient support for mobile access.

• Some mobile devices have limitations that restrict full use of E2.0 tools.

What’s Your E2.0 Journey?

Questions?

• Paul Domnick, CIO, Freshfields BruckhausDeringer

• Jessica Shawl, Operations Program Mgr, Legal & Corp Affairs, Intel Corporation

• Sandy Owen, Operations Director, Legal & Corp Affairs, Intel Corporation

• Mary Abraham, Counsel, Debevoise & Plimpton LLP (Moderator)