Download - LGWN Conference - The Intranet Is Dead
Management & Technology
The Intranet is Dead! Long live the intranet”A t l b t ti t l l d i f ti A tale about time travel, people and information
M tth H dMatthew HodgsonACT Regional-lead, Web and Information ManagementSMS Management & TechnologySMS Management & Technology
LG Web Network Conference, Aug 2008
... if you suffer from temporal travel y psickness...
lid h t/ i 3www.slideshare.net/magia3e
i 3 dmagia3e.wordpress.com
Last year ...Last year ...
“G” for GeorgeG for George
Sir Francis Walsingham?Sir Francis Walsingham?
Geoffrey Rush as WalsinghamGeoffrey Rush as Walsingham
Walsingham ‘the Master Spy’Walsingham the Master Spy
One of the earliest practitioners of:One of the earliest practitioners of:
• Modern intelligence and espionage• Domestic security policy• Foreign policy• Foreign policy• Armed forces coordination and communicationArmed forces coordination and communication• Intranets
Walsingham ‘the Intranet’Walsingham the Intranet
Walsingham provided Elizabeth with:Walsingham provided Elizabeth with:• Trusted information• Reliable information• Current knowledge• Current knowledge• Relevant information• Timely communication• Intelligence that kept enemies at bay and the country safe• Intelligence that kept enemies at bay and the country safe
Disadvantages:• Limitations of the physical not always around• Limitations of the physical - not always around
ROI for Walsingham ‘the Intranet’ROI for Walsingham the Intranet
René DescartesRené Descartes
Intranet for Queen Christina of SwedenIntranet for Queen Christina of Sweden
Environment:• Rapidly changing world• Scientific revolutionScientific revolution
Trusted source of:• Knowledge• Knowledge• Information, and • Learning – “I think, therefore I am”
Early intranetsEarly intranets
Enabled the emergence of an information age:Enabled the emergence of an information age:• Information shared more widelyy• Scholars look at the world in a different light
Religion superstition and fear replaced by:Religion, superstition, and fear replaced by:• Reason Reason • Knowledge
Industrial revolutionIndustrial revolution
Foreman as an intranetForeman as an intranet
Compliance:Compliance:• Ensured safety standards were met (mitigating risk of death)
Knowledge sharing:Knowledge sharing:• For mentoring, training and development of crew
For information:For information:• Single point of contact up to the boss or down to the crew• Someone the boss could trust• Someone the crew liked and wants to work with• Someone the crew liked and wants to work with
People as intranetsPeople as intranets
In the past we’ve always relied on people for:In the past we ve always relied on people for:
• Trusted, timely, and relevant information• A primary source of knowledge• Help learning and development• Help, learning and development
... but then ... we got web technology ...
Where did the term ‘intranet’ come from?Where did the term intranet come from?
Intranets fuel growth gof Internet access tools
Term first appeared?Term first appeared?•Stephen Lawton, 1995
What were these intranets?• People were creating small websites• Share knowledge and communicate information
“ d th l f k l d t”• “..underscore the value of knowledge management”
Intranet expectationsIntranet expectations
We had certain expectations about what Intranets would deliver We had certain expectations about what Intranets would deliver for us …
1. Better communications 90%
2 Improved processes 80%2. Improved processes 80%
3. Knowledge sharing best‐practice 72%
ff4. Improve efficiency 65%
5. Reduction in paperwork 65%
6. Avoid duplication of effort 62%
7 Real‐time information sharing 55%7. Real time information sharing 55%
8. Cost savings 55%
Source: Melcrum Intranet Survey (2001)
The needs of the manyThe needs of the many
When we focus on technology, not peopleWhen we focus on technology, not people
InformationOut-of-date, incomplete or inaccurate informationDoesn’t reflect the different ways people think about informationy p pBrowse paths to information are inconsistent
GovernanceNo formal roles are defined for managing the intranetNo formal roles are defined for managing the intranetPublishing processes are lengthy, long and full of gatekeepersInadequate people resourcing – who’s going to edit all that Inadequate people resourcing who s going to edit all that stuff?
TechnologyMajor source of internal communication is often not technology, j gy,but 'word of mouth'
The result ...The result ...
How do I know if my intranet is dying?How do I know if my intranet is dying?
Symptoms may include:Symptoms may include:
• No idea who your end-users actually are• No documentation of users’ requirements of your site • No documentation of users requirements of your site
and its services• No strategy about how you meet users’ needs• You CIO thinks intranet is just an information resourceYou CIO thinks intranet is just an information resource• Lack of pulse – no one cares
The here and nowThe here and now
Social revolution taking place:Social revolution taking place:• Social computing – social interaction onlinep g• Technology – supporting role• Breathing new life into ‘dead’ intranets
Focus:Focus:• People having access to people• Simple light weight tools – the ones we’d use
ourselves at home on our own PCsourselves at home on our own PCs
Shocked about new social technology?Shocked about new social technology?
Technology adoption & social needsTechnology adoption & social needsTechnology has always helped us fulfil social needsTechnology has always helped us fulfil social needs
Great Depression
Source: Felton, N (2008) New York Times. www.nytimes.com/2008/02/10/opinion/10cox.html
Examples of social computing toolsExamples of social computing toolsMessaging• Google Talk, Twitter, Instant Messaging
Collaboration• Wikis, Facebook, Delicious (social bookmarking)
Online communication• Blogs, syndication (RSS), YouTube and video blogs
Identity• Facebook, MySpace, LinkedIn, Blogs (I blog therefore I am)
‘Corporate’ social computingCorporate social computing
Corporate wikis: Corporate wikis: • US Intelligence Community – for communicationg y• Qld Public Libraries – for building and sustaining
communitycommunity• Department of Defence – ‘sharing unrestricted’ information• National Library of Australia – managing IT projects • AGIMO keeping internal policy up to date• AGIMO – keeping internal policy up-to-date
US Intel. Community ‘Intellipedia’US Intel. Community Intellipedia
Designed for:Designed for:• 16 Intelligence agencies – CIA, FBI, NID, Army, Airforce,
Stargate Command, Navy Intelligence, Area 51, etc• People to share intelligence on global securityPeople to share intelligence on global security• Open collaboration (there are no closed sites)• Bridge agency silos
Technology:gy• Wikis
Bl• Blogs
‘Intellipedia’ (cont.)Intellipedia (cont.)
Security:Security:• No anonymous logins – trust established in profiles and
who says what, where, when and why• Caters for different levels of National SecurityCaters for different levels of National Security
Benefits:• Instant access to trusted, reliable intelligence officersInstant access to trusted, reliable intelligence officers• It worked, when intranets didn’t!
ROI:ROI:• Prevent another ‘September 11’ attack
Qld Public Libraries WikiQld Public Libraries Wiki
Designed for:Designed for:• Both librarian and library staff access• Advertise library events• Training• Training• Discuss best practice protocols, incl. Library 2.0 innovation• Social interaction – share funny library YouTube videos
Platform:• MediaWiki
Qld Public LibrariesQld Public LibrariesSecurity:y• Profiles and logins• Soft security model – edit first, review afterward
Benefits:• Cheap• Controlled environment
Access to other librarians• Access to other librarians• Instant access to trusted Librarian PracticeInstant access to trusted Librarian Practice
Twitter in corporate environmentsTwitter in corporate environments
Twitter in corporate environmentsTwitter in corporate environments
Instant access to:Instant access to:• ‘Trusted’ network - you decide who you follow and who y y
follows youE t i id th i ti• Experts inside the organisation
• Experts outside the organisation• Experts outside the organisation
Better than:• Sending ‘all staff’ emails (corporate spam)• Silence on a discussion forum• Silence on a discussion forum
Del.icio.us in corporate environmentsDel.icio.us in corporate environments
Sharing bookmarks of things I think are importantSharing bookmarks of things I think are important
... without having to use internal IT infrastructure
Del.icio.us in corporate environmentsDel.icio.us in corporate environments
Benefits of sharing bookmarks:Benefits of sharing bookmarks:• Access to what ‘trusted experts’ find importantp p• Better than starting from scratch• Doesn’t require sharing the contents, just the title
‘Corporate’ social computingCorporate social computing
Benefits:Benefits:• Access to what trusted people think is importantp p p• Many-to-many communication• Targeted messages, questions and answers• More efficient than other tools (email = spam!)• More efficient than other tools (email = spam!)• Brings people back into the ‘intranet equation’Brings people back into the intranet equation
It’s a waste of time!It s a waste of time!
Information as a factory product?Information as a factory product?
Constantly busyConstantly busy
Get busy! Produce somethingWork in isolationy something
What the KM guys sayWhat the KM guys say
The reality of ‘information work’The reality of information workSolicit
feedback
D h T lk ith ll B t fDo research Talk with colleagues,friends & experts
Burst ofworkp
Communicating with peopleCommunicating with people
TelephoneTwitter
TelephoneTwitter
BlogsgFace-to-face
Talk with colleagues Text MsgTalk with colleagues,friends & experts
g
Discussion
E ilForums
ROI for corporate social computingROI for corporate social computing
Accessibility:Accessibility:• Instant access to your trusted network of people• Anytime• Anywhere y
Greater personal and corporate control over:Greater personal and corporate control over:• Who you trust for information – your identified ‘friends’• How you share your stuff
Greater transparency:• You can tell who the real ‘thought leaders’ and experts are
ROI: Gen‐Y and ‘The Connected’ROI: Gen Y and The Connected
It’s not all doom and gloom!It s not all doom and gloom!You can still use elements of social computing in your intranet
Tags:Tags:• How should it be categorised in your own wordsIdentity:• Puts a human face to content• Puts a human-face to content• We tend to trust people more than machinesProfiles:• Building trust in people content authors and contributors• Building trust in people - content authors and contributors• Establishing expertise and credibility
But ‘I’ know what my staff want!But I know what my staff want!
Methodologies & Tools Best PracticeMethodologies & Tools Best PracticeBest-practice tools and methods turn your subjective ‘feeling’ p y j g
into objective evidence
Analysis of requirements:• ISO13407 – User-centred design• Jesse James Garrett’s ‘Elements of User-Experience’ –p
strategy, technology & scope to design (www.jjg.net)
Documenting requirements:• Personas• Storyboards – i.e business process mapsStoryboards i.e business process maps• System functional and non-functional specs
The future of intranetsThe future of intranets
Context aware systems
Semantic systems
Context aware systems
Most Intranets
‘Calais’ by ReutersCalais by Reuters
The Future: Intranets behaving like peopleThe Future: Intranets behaving like people
I know what you write about
I know what you like
I know what you write about“Can I suggest...?”
I know what you likeI can learn
I know where I amI know who you trust
I know what you read I know what time it is
I understand the contextI know where you are
I know who you trust I can talk to I know who you trust other devices
ConclusionsConclusions
• The intranet is dead!• The intranet is dead!– We killed intranets with technology
• Social computing has regenerated it!Social computing has regenerated it!– We’re returning to people accessing people
Timely relevant trusted current information– Timely, relevant, trusted, current information
• To be fully effective, Intranets need to be designed to:Give people access to communicate with others– Give people access to communicate with others
– Focus on people’s needs & wants for interactionB th j t l t i fili bi t– Be more than just an electronic filing cabinet
Take home messagesTake home messages
People not technology:People, not technology:• Collaborate – virtually or physicallyCollaborate virtually or physically• Share knowledgeg• Communicate information
Supporting these activities will make your intranet live!your intranet live!
...when we focus on technology not people...when we focus on technology not people
Management & Technology
FinFin
Questions?
Management & Technology
“The Intranet is Dead! Long live the intranet”
A tale about time travel, people and information
Management & Technology
Matthew HodgsonACT Regional-lead, Web and Information Management
SMS Management & Technology
Blog: magia3e wordpress comBlog: magia3e.wordpress.comTwitter: magia3e
Slideshare: www slideshare net/magia3eSlideshare: www.slideshare.net/magia3eYouTube: www.youtube.com/magia3e
Email: [email protected] @Mobile: 0404 006695