maximising the power of collective knowledge
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This session will explore the scope for transforming collaboration and knowledge-sharing between public sector workers in different organizations. It will take as its starting point the lesson's learnt from the UK's local government community of practice platform, currently the world's largest network for public sector professionals. Moving on to describe the Knowledge Hub, the "next generation" Enterprise Social Software platform, providing many new features, and enabling far better permeability between government communities and external (Web 2.0) social networks and web services. Delegates will gain insights into the contribution that online communities can make in the public sector, and will discuss the barriers to effective collaboration and the best ways to overcome themTRANSCRIPT
Steve Dale: [email protected]: @stephendale
Transforming Collaboration
Maximising The Power Of Collective Knowledge
10th December 2011
The Context
Local government in England and Wales employs a workforce of 2.1 million people across 375 local
authorities.
Each authority is working to deliver the same 700 services to their residents.
Local Government has an annual operating budget of over £10 billion for delivering services.
3-Year Knowledge Management Strategy for Local Government –
started in 2005.
People with People
People with Experts
People with Information
Communities of Practice
Communities of practice are groups
of people who share a concern or
a passion for something they do and learn how to
do it better as they interact regularlySource: Etienne Wenger
http://www.communities.idea.gov.uk
…but communities are complex…
Collaborative Working – some distinctionsPurpose Members Adhesive Duration
Formal work group
To deliver a product or service
Employees who reports to the group’s manager
Job requirements and org structure
Until organisational restructuring
Project team
To accomplish a task
Employees assigned by senior management
Project milestones and goals
Until project completion
Social networks
To collect and pass on information
Friends and acquaintances
Mutual needs and interests
As long as people have a reason to connect
Community of Practice
To develop members’ capabilities; to build and exchange knowledge
Members who select themselves
Passion, commitment and identification with the group’s expertise
As long as there is interest in maintaining the group
KIN, Warwick Business School
What was achieved?
What was learnt?
Lessons Learnt 1. For some it was a culture shock
No hierarchies: knowledge is evenly distributed
polls
surveys
health checks
management reports
Community MetricsCommunity MetricsCommunity MetricsCommunity Metrics
social network analysis
Google analytics
Community Community ManagementManagementCommunity Community
ManagementManagement
moderation
rewards & incentives
rule enforcement
connecting people
back-channel engagement
forum seeding
comments
blog posts
new member welcome & induction
newsletters
e-bulletins
OutreachOutreachOutreachOutreachcampaigns
Professional Professional DevelopmentDevelopmentProfessional Professional
DevelopmentDevelopment
networking
identifying good/best practice
attending events
participate in SIGsContent Content ManagementManagement
Content Content ManagementManagement
updating FAQs
managing tags, categories, themes
taxonomy management
deleting & archiving
updating links & navigation
Business PlanningBusiness PlanningBusiness PlanningBusiness Planning alignment with business priorities
purpose, goals
Platform ManagementPlatform ManagementPlatform ManagementPlatform Management
upgrades & improvements
feature selectiontools/apps &how to use them
Slide re-worked from an original by Dion Hinchliffe
Lessons Learnt 3. Value can be measured.
……but a chicken but a chicken doesndoesn’’t get fatter t get fatter the more you the more you weigh it!weigh it!
User Surveys
Source: http://www.communities.idea.gov.uk/
Lessons Learnt 4. Return on Investment Can Be Measured
Cost of one face to face conference:
• 100 people attending an event in London
• Cost of rooms + lunch = £5000/€5,800
• Avg cost of travel = £30/€58 per person
One face-to-face conference would cost One face-to-face conference would cost £8000/€9,300£8000/€9,300
Cost of an on-line conference is Cost of an on-line conference is virtually £0/€0. virtually £0/€0.
There have been over 20 on-line There have been over 20 on-line conferences so far.conferences so far.
Source: http://www.communities.idea.gov.uk/
Lessons Learnt 5: Hot seats generate
heat!• Used to attract new members to
the community.• Enables participants to ask the
person in the hot seat (usually an expert in their field) questions, to which they can respond over a set period of time.
• Normally run using the forum, but they can also be run as a phone conference, webinar or interview
Source: http://www.communities.idea.gov.uk/
Lesson Learnt 6: Anecdotes should be encouraged…and published!
“The concept of online conferences is a winner, instead of spending hours on a train to sit through various Powerpoint presentations, you access the conference when it’s convenient to you.“User, Hart District Council
“If you find yourself drifting apart from your peers and you have to rely on regional meetings that take place several months apart, then the online community can bring and keep you together – its also great way of staying in touch with industry changes.”
User, West Lothian Council
Source: http://www.communities.idea.gov.uk/
• In 2008 Knowledge Hub Project Launched.
• A next generation ‘Enterprise Social Software’ platform
• What problems were we trying to solve?
Lack of integration with other web services and social media
CoP
Web
site
s
Twee
ts
Blogs
X X
X
I want the information to
find me!
Who should I follow or connect to?Who should I follow or connect to?
What groups or networks What groups or networks do I join?do I join?
Where are the conversations most Where are the conversations most relevant to relevant to ME?ME?
Users need help in finding/accessing relevant knowledge
Knowledge Hub Requirements
• Easier to use – intuitive and guided navigation• Powerful semantic search and discovery• Greater permeability with external networks and
conversations.• Knowledge and Information finds YOU.• New synchronous collaboration opportunities with Web
Conferencing.• Support for mobile working• Access to mashup tools and Apps• Analytics
Knowledge WikiKnowledge WikiPeer reviews &Peer reviews &
recommendationsrecommendations
Performance Performance ComparisonsComparisons
App StoreApp Store
Aggregation + Aggregation + Activity StreamsActivity Streams
Powerful semantic Powerful semantic searchsearch
Community Community workspacesworkspaces
Mashup centreMashup centre
Knowledge Hub – The Concept
Peer reviews &Peer reviews &recommendationsrecommendations
Aggregation + Aggregation + Activity StreamsActivity Streams
Powerful semantic Powerful semantic searchsearch
Community Community workspacesworkspaces
Knowledge Hub – The Reality (launched 27 October 2011)
A brief look….
23
My unique profile URL My activities
My Social Networks
Aggregated Information via Activity Streams
Groups I have joined
Social Network Activity Stream
Conversations I am participating in.
Predictive text searchFilters
Email: [email protected]: @stephendaleProfile: http://about.me/stephendale