Making a Digital Workplace Work #KMWorld

KMWlogo_Stacked_Session Description:

For 11 years, the global Intranet and Digital Workplace Awards have uncovered and shared remarkable solutions. This year is no exception! See the best of this year’s winners from the U.S., Europe, and beyond. They range from small ideas to entire platforms, giving something for everyone to take away. Ismail discusses the challenges of developing a rigorous and robust, efficient and effective digital workplace environment in a multi-cultural, decentralized organization and what means and methods can be used to create a viable digital workplace. A variety of different tools are recognized, such as the intranet, internal and external collaboration platforms, and enterprise search.


  • James Robertson, Founder, Step Two
  • Carlos Pelayo, Director, Lead IT Business Partner for Communications and Public Affairs, Shire
  • David M. Feldman, Associate Director Collaboration, Shire
  • Brian Duke, Senior Manager, Intranet Solutions, Thermo Fisher Scientific

[These are my notes from the KMWorld 2017 Conference. I’m publishing them as soon as possible after the end of a session, so they may contain the occasional typographical or grammatical error. Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]


  • Fisher Scientific.  [Here is a link to their slides, including screenshots]
    • Following the example of consumer apps, they put their Yammer feed front and center on their intranet page. They did not shove it over on the side or hide it behind a link.
    • They are using Microsoft Flow to automatically post content to designated feeds.
    • They use tyGraph to collect and display their Yammer usage metrics
    • Of the 38K activated Yammer accounts, 31K were active on the intranet in the last month.
  • Shire. Governance First Intranet [Here is a link to their slides, including screenshots]
    • They found it really helpful to start with governance, rather than touching on it at the end of the intranet project
    • This project came out of an acquisition — Shire acquired a much larger organization. They grew from 7K to 23K employees.
    • They started by looking at the problems in the various legacy systems.
    • They wanted to reuse as much of the content as possible from the legacy systems.
    • As much as possible, they want to configure rather than customize
    • They gave people the freedom to do what they wanted — but within predetermined guardrails.
    • They used Microsoft Office 365
    • They created a consistent look and feel across all devices by using custom-branded webparts.

Employee Experience — the Heart of the Digital Workplace #KMWorld

KMWlogo_Stacked_Session Description:

The idea of the “customer experience” is a powerful one, and it’s a strategic consideration for most big organizations. As a result, we’ve seen a huge degree of customer-centric digital transformation. Within the enterprise, the concept of the “employee experience” is equally powerful. Going beyond basic usability and UX, it takes a holistic view of how solutions are designed and delivered. This practical session outlines how digital workplace professionals and projects can use the employee experience as a strategic driver for change. Real-world examples of great employee experiences from around the globe are shared.

Speaker: James Robertson (Founder, Step Two)

[These are my notes from the KMWorld 2017 Conference. I’m publishing them as soon as possible after the end of a session, so they may contain the occasional typographical or grammatical error. Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]


  • James Robertson Slides
  • Horrifying Employee Engagement Statistics.
    • In the US, only 32% of employees say they are engaged
    • In the rest of the world, only 13% of employees say they are engaged
  • A digital workplace”. “A digital workplace consists of the set of tools you already have.” The problem is that it isn’t good. What’s a great digital workplace?
    • a holistic set of tools, platforms, and environments that enable work
  • Visa’s Digital Workplace.
    • delivers high functionality and a rich user experience
    • they provide a great mobile experience — they go beyond responsive design to provide a dedicated mobile app.
  • Coles Supermarket Chain in Australia.
    • Their intranet = “My Coles”
    • They wanted to provide high functionality for (previously underserved) employees in the field that is comparable to the functionality previously available only to office-based employees.
    • They provided a mobile app that could be used on personal devices on an opt-in basis. They have high rates of adoption.
  • Swisscom.
    • They provide 3 home pages
      • one is all about news — all the time
      • one is all about tasks — all the time
        • it is tailored to the individual user and their function
        • it includes the one piece of content EVERYONE wants: the cafeteria menu
      • one is “about us”
    • Through this approach, they demonstrate that they are interested in providing the materials that the employees care about most to do their jobs.
  • Telstra.
    • Their goal was to make their intranet so effective that they would be able to reduce the number of support calls
    • Their employees cannot be paid without submitting their time sheets. So they provide a visual display on the HR page of their intranet which shows the individual employee’s current level of time submission
  • What about allowing staff the ability to personalize their intranet pages?  In theory, this is a wonderful approach because it treats employees as engaged adults. However, research shows that only 5-10% of staff ever take advantage of the option and actually customize their pages.
  • A truly delightful employee experience is also effective for the business. The Mando Agency is a professional services firm that cannot bill its clients unless its own staff submits their time sheets. To manage this challenge, Mando installed an internet-operated beer fridge that was programmed to unlock on Fridays, but ONLY once everyone in the firm had submitted their time tickets. The firm provided a dashboard showing everyone how close they were to achieving an unlocked fridge AND which people were blocking progress by their delinquency in submitting their time. This gamification and extreme transparency work. In the five years since they installed the fridge, the employees have failed to open it only once.
  • How to provide a good Employee experience?.
    • Learn about how the employee works and what they need.
    • Have a deliberate digital approach that allows you to do all of the following three things simultaneously, but at different paces:
      • Projects: make sure you have at least one project for every budgetary period in order to make continuous improvements to the digital workplace
      • Strategy: this should enable the “big leap” that takes 3-5 years –it shows the trajectory of the combined effect of these projects
      • Vision: these big ideas about the future
    • Take ownership of your employee experience
      • don’t give this away to vendors, don’t let the vendors dictate what your employee experience should be
      • your needs are different from those of your vendors so if you are going to meet the unique needs of your employees you need to exert some control over the vendor offerings.
    • Establish Governance
      • Step Two provides an Intranet Operating Model
      • Governance is merely a means to an end
    • Take every (small) opportunity to improve your digital workplace and employee experience
      • but beware that every change has an inherent cost — it is disruptive, it asks for different processes or behaviors, etc.
      • Step Two provides a 6×2 methodology to help choose which changes are feasible and worth doing.
  • Dream Big, but iterate often!

Intranet Showcase #KMWorld

KMWlogo_Stacked_Session Title and Description: Intranet Showcase

Each year, the global Intranet Innovation Awards uncovers remarkable solutions, sharing them with the wider community. In conjunction with an awards ceremony held at the conference, this session shares highlights from winners around the world. Packed with screenshots, you’re sure to see ideas and approaches that can be applied in your organization, accelerating the pace of innovation.


  • Rebecca Rodgers, Principal Consultant, Step Two
  • Andy Zimmerman (Director, Digital Strategy), McKesson
  • Kristin Lorieo, White & Case
  • Kathryn Gendall (Manager Internal Communications) and Paula Grimsma (Manager Enterprise Collaboration and Desktop ESuport), Goldcorp


[These are my notes from the KMWorld 2016 Conference. I’m publishing them as soon as possible after the end of a session, so they may contain the occasional typographical or grammatical error. Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]


  • McKesson’s Mobile Channel for Employees.  
    • McKesson is America’s oldest and largest healthcare services company. They are a Fortune 5 (not 500) company.
    • They considered rolling out a mobile instance of their intranet that would replace all the local instances of their intranet. However, this was too expensive — with low ROI.
    • They opted for a mobile channel that delivered a curated subset of the functionality of the full enterprise intranet.
      • the primary stakeholder for this channel sits in Corporate Marketing
    • They created an employee app center where employees could obtain apps.
      • includes apps built internally and apps built by benefits providers
    • They created a mobile center of excellence to provide cross-functional governance for their mobile channel
      • they involved security, legal, corporate marketing, IT, HR, etc.
      • it acted as a compliance and certification body
      • it would not build the apps itself
    • They defined a repeatable process that prospective app builders would follow
    • Once the apps are built by individual app builder and certified by the mobile center of excellence, then the app builder has to market the app to employees.
    • Success measurements
      • key points
        • establish baselines
        • collect (at least) monthly metrics by channel & aggregated across channels
        • check your privacy policy before collecting metrics that identify individual users
        • set realistic goals
      • objective measures
        • site traffic
        • site usage
      • subjective measures
        • rate this app
        • mobile customer satisfaction survey
  • White & Case.
    • Their original intranet was “really very bad”
    • Their new site
      • is built on SharePoint 2013
      • met user request for a simple intranet, the users did not want many social elements
      • has far less content — they eliminated 70% of the content of the old intranet
      • is easy to navigate, both via browse and search
      • reflects the best offerings of their firm
      • is continually pruned and managed
      • they have 350 major sites, accessible through a stripped-down navigation tool. Users are able to increase signal:noise ratio by limiting the number of sites they follow. Most follow no more than 5 sites daily.
        • users
    • they have one search bar in their intranet that is the global gateway to their Recommind enterprise search engine.
      • each search delivers a “best bets” functionality that has been hugely popular with their users
      • they also provide “search accelerators”
    • in the next phase, they will add some small social features: like, comment, share, microblog.
  • Goldcorp.
    • They operate their intranet in 3 languages: English, French, and Spanish
    • Their workforce is distributed and most of them do not have access to technology
    • They collapsed 13 portals into a single consolidated user experience. The only difference is that they present local news for individual users.
    • They include a video channel in their intranet
    • Their old intranet had low trust. Now they include very visible view counts, likes, and comments, so now there is much more transparency.
    • Lessons Learned
      • engage your users and celebrate achievements. They conducted 54 interviews, socialized he design, did prototype walk-throughs, prelaunch training, and a “Go Live event
      • Don’t underestimate data migration
        • create content inventories — do some content clean-up
        • run QA tests on migrated content
        • migration tools are not a silver bullet (they used Content Matrix + a lot of specific scripts and macros added on)
        • consider the users — especially with respect to training going forward
      • Have a permissions strategy
      • Own and manage the system

Taking an Agile Approach to the Digital Workplace #KMWorld

KMWlogo_Stacked_Session Description:  Organizations are looking beyond a sea of separated systems, with the goal of delivering a seamless digital workplace for staff. This brings together intranets, social and collaboration tools and business systems to provide radically better workforce solutions. While the vision is becoming increasingly clear, the question remains: How to get there from here? Robertson explores how to take an agile approach to delivering the full vision, sharing real-world examples from leaders and innovators.

Speaker: James Robertson, Founder, Step Two

[These are my notes from the KMWorld 2015 Conference. I’m publishing them as soon as possible after the end of a session, so they may contain the occasional typographical or grammatical error. Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]


  • Three Key Elements of the Digital Workplace.  The hard part is not defining the digital workplace. The hard part is planning (and taking) the journey from where we are to the digital workplace of the future. To take this journey, we need to address three key elements:
    • Technology
    • Business – how we work in the new way that meshes with and supports the digital workplace
    • Design — use design as the “force multiplier” of the digital workplace
  • Coles Case Study. Coles is a large retailer in Australia that had a significant number of employees who were not connected digitally. They did not set out to deliver an intranet, but they did that. They did not set out to deliver Office 365, but they did that as well. The project was owned by the Staff Engagement team. Although the initiative was entirely voluntary, they achieved 100% adoption within the first month.
    • Their approach: they adopted an agile approach that they called Walk, Run, Jump. This means they had a lot of smaller subordinate work streams
  • Robin Partington Case Study. This is an architectural firm that moved to a digital workplace by aggregating a series of small, well-executed projects. The workforce was highly visual and had great design expertise. So these projects are attractive and well-designed. They built this digital workplace from the beginning of the firm. Each piece was built at the point of need and seamlessly integrated into the pre-existing resources. Best of all, they spent a relatively small amount (100 pounds sterling). [James Robertson put this in context by saying that other organizations spend at least this much on a month or two of SharePoint developers and consultants!]
    • their approach was to deliver small solutions deployed an incremental way
    • the challenge is to keep a firm view on the big picture throughout this iterative process
    • part of keeping the big picture in mind includes careful data architecture that is coherent
  • Telstra Case Study. When they created a new HR intranet presence, their goal was to reduce significantly the number of requests for help with HR information and processes. Part of the secret of their success (i.e., significant reduction in help requests)
  • Technology.
    • Take an agile approach — IT is familiar with this and can be a great partner in your efforts.
    • Use the intranet as the test bed for delivering high-value incremental improvements. In other words, test on staff before you try something new with your customer-facing site.
    • Prophet case study: they are constantly looking at what is in the consumer world and then trying to bring the best of the innovations back into their intranet. For example, they have taken the best of the Pinterest and crafting it to fit the work needs and work flow of the organization.
  • Business.
    • Get out from behind your desk/computer to find out how the organization really works.
    • Use true field research to understand how the business operates and how staff work.
    • Prestige Financial case study: they used SharePoint 2013 search to dramatically improve their business processes.
  • Design.
    • Build a strong internal design capability within the digital workplace team.
    • This means usability and information architecture expertise.
    • Commonwealth Bank case study: they have customer experience teams that have completed redesigned how the bank interacts with its customers. They have changed everything from the layout of physical bank branches to the  client-facing mobile applications. This is the ultimate in customer-centered design. (If stodgy, conservative, risk-averse banks can to it, so can the rest of us.)
  • Lessons Learned.
    • Quick wins are not good enough. Low-hanging fruit are not good enough. Instead, focus on small projects that you can deliver rapidly and iterate PROVIDED that they keep moving you towards your ultimate goal AND generate momentum to carry you towards that ultimate goal.

When Dinosaurs Roamed the Web

800px-Triceratops-vs-T-Rex001From our grandparents’ time back to the dawn of oral history, we used the phrase “once upon a time” to indicate a long time ago. Then we started to use some variant of the phrase “back when dinosaurs roamed the earth.” Again, this is not a literal indication of time, but rather a figurative one. (If you want to be literal, they walked the earth between 230 million years ago and 65 million years ago. In other words, a long, long, LONG time ago.)

When dinosaurs roamed the web

When you are considering such long spans of time, you naturally expect massive changes. Now that life is speeding up, however, we are experiencing massive changes over a much shorter period of time. Take, for example, the changes that have occurred since “dinosaurs roamed the web.” A recent article by Jamie Carter, The internet is everywhere – but where has the web gone‘ summarizes the sweep of these changes nicely:

“The web started out as a content repository where search was the key enabler,” says Richard Moulds, VP Strategy, Thales e-Security. “Web 2.0 was about user-driven content and social media was the big enabler, and Web 3.0 is all about personalisation where different users experience different things based on their history and preference. For this transition, big data is the key enabler – without massive data analytics, personalisation on a grand scale is not possible.”

Three Eras of Knowledge Management

This quote brings to mind the seminal work by Nancy Dixon in which she discusses the Three Eras of Knowledge Management:

  1. Leveraging explicit knowledge: capturing (i.e., documenting) knowledge, organizing it into databases, providing easy access to the knowledge.
  2. Leveraging experiential knowledge: enabling teams, groups and communities to share tacit knowledge rather than merely explicit knowledge. Focusing on tactical, frontline  knowledge rather than strategic or managerial knowledge.
  3. Leveraging collective knowledge: conversation-based knowledge sharing, in which the role of leaders is to convene strategic conversations.

These two views do not map exactly. For example, Nancy Dixon suggests that social media tools (i.e., Web 2.0) would be useful in leveraging collective knowledge across physical or geographical boundaries. In her view, social networking technologies provide “greater organizational transparency and give rise to more diverse perspectives in the organizational conversation. The use of crowd sourcing, cognitive diversity, and predictive markets draw on a wider base of thinking, both internally and externally, that increases organizational innovation.” It would be interesting to see how she might think about the personalization capabilities of Web 3.0 and its place in knowledge management.

Escaping the dinosaur age

Even in the absence of a neat one-to-one comparison, it is still useful to take a moment to consider where your organization’s knowledge management efforts are focused today. Starting with Nancy Dixon, where is your organization’s KM program with respect to the Three Eras of Knowledge Management? Are you still in the first era, trying to build a foundation of good content management? Or have you moved to more conversation-based knowledge sharing?

Now, take a look at your intranet. Where is it in terms of Richard Moulds’ breakdown of Web 1.0, Web 2.0 or Web 3.0. Are you still focused on simply providing as much centrally vetted content as possible? Or have you moved beyond that to include a wide-range of user-generated content. Better still, do the users of your intranet or knowledge management program have the benefit of thoughtfully personalized resources that allow them to focus on the things that matter most to them at any given time?

In law firms, for example, some rudimentary personalization occurs based on role (e.g., partner, associate, staff), client, practice group and location. Do you go beyond these basics to provide personalization based on search terms, user behavior, talent management (e.g., providing content that supports a user’s development goals) and time management (e.g., providing content that fits with a user’s current time management challenges or opportunities)?

If you are stuck in the stage of basic content wrangling and presentation, you are living when dinosaurs roamed the web. Isn’t it time for you to move into the 21st century?

[Photo Credit: Marcin Chady]



Intranet Ignorance is NOT Bliss – Part 2

Roosevelt and Churchill in conversationA constructive conversation is one that leads to greater understanding. While blogging sometimes feels like a solitary activity, occasionally readers pay a writer the compliment of commenting on her work. Then the conversation begins. When the participants in that conversation are good-natured and well-intended, that conversation can become a constructive one that leads to greater understanding.

Last week I hoped to start a conversation that I believe is long overdue in the legal industry. That conversation concerns how law firms go about deciding to purchase intranet/portal technology. Law firm knowledge management departments often see an intranet as a core part of their offering to the firm. Yet too often the technology is chosen by the IT department and does not always serve the needs of the KM department. Unfortunately, some KM professionals are not aware that there are alternatives readily available in the market, so they cannot engage their It colleagues in a more productive conversation about the relative merits of the various technology offerings.  The result is rarely good for the KM department or the lawyers it serves. Consequently, my assertion was that Intranet Ignorance is NOT Bliss.

My solution to this problem was not to recommend a particular technology solution. Rather it was to urge my law firm KM colleagues to make sure they had done their due diligence to understand fully what the market offers before choosing any product. I closed my blog post by asking my readers to do themselves the favor of exploring alternatives to SharePoint before they make their purchase decision. If SharePoint is the right choice, then they should go ahead with it. If it is not the right choice for them, then they should choose another intranet product.

There is nothing radical about this advice. I would give it to someone contemplating a home purchase, a car purchase or even a toaster purchase. We make better decisions when we have better information. I’m simply asking my law firm colleagues to ensure they have better information.

In the spirit of better information, I am reproducing below two comments I received on my blog post via LinkedIn. Normally I would simply have responded in LinkedIn, but the word limitations there did not permit a thoughtful response. Therefore, I have moved the conversation here:

Comment from Doug Horton, President and CEO, Handshake Software:

Mary, I realized you got paid to review this software but having downloaded and read their SharePoint v. Interact whitepaper, there are many false assumptions in their comparison when viewed in the context of law firms. You know that Handshake Software is the #1 provider of SharePoint products and services to the legal market. You may not know that we have at least one client that is using our software and integrations to create an Intranet without SharePoint. Anyway, I would be happy to discuss offline with you or anyone else.

My response to Doug’s comment:

Doug, thanks very much for reading and commenting on my blog post.

I was asked by Interact to prepare a knowledge management white paper for the legal industry. I was not paid to review their software. My blog post on intranets was intended to start a conversation about right-sizing intranet investments in law firms. The white paper has the same goal. Your comments help by pushing this conversation forward and, for that, I thank you.

You mention in your comments that the company you founded and lead, Handshake Software, “is the #1 provider of SharePoint products and services to the legal market.” I congratulate you on the success of your company. In light of that success, I must note that my economic interest in Interact is infinitesimal in relation to your economic interest as the founder, president  and CEO of a company that continues its Microsoft SharePoint-focused growth in 2015.  Consequently, I was disappointed when you suggested that economic interests would sway me. This seems unfair in light of our relative economic interests.

You mention there were false assumptions in the Interact document to which I linked,  but you did not provide any specifics. That paper cites sources such as Gartner and AIIM. Are you questioning those sources or something else?  I would like to learn more specifics about your concerns. Until then, it is hard to respond to a general allegation. You offered to have an offline conversation on this, and I would welcome that opportunity.

Finally, I am delighted to learn from your comment that you have at least one client that is using your software and integration to create an intranet without SharePoint. Would you be willing to tell me more about that case so that I can feature it in one of my blog posts? The experience of that firm would undoubtedly be instructive for other firms weighing an intranet purchase decision.

– Mary


Comment from Ted Theodoropoulos, President, Acrowire:

Like Doug, I would also challenge the validity of Interact’s assessment of SharePoint. SharePoint doesn’t include workflow and forms? You can’t have a SharePoint environment stood up in weeks? There are no search analytics in SharePoint? All these assertions are completely inaccurate. I would also challenge the assertion that no CIO has been fired for deploying Microsoft products. I know a few legal CIOs personally who were let go for embarking on initiatives in which SharePoint was leveraged for uses in which it is not particularly well suited (i.e. legal DMS).

My response to Ted’s comment:

Ted, thanks for your comments on my blog post.

You noted that you share Doug’s analysis, so I’d invite you to take a look at my response to Doug.

In your comments, you referred to assertions that (i) SharePoint doesn’t include workflow and forms, (ii) you can’t stand up a SharePoint environment in weeks, and (iii) there are no search analytics in SharePoint. I did not make those assertions in my blog post and I did not see those assertions in the Interact document to which I linked from my post. Can you tell me where you found them?

Finally, you stated “I would also challenge the assertion that no CIO has been fired for deploying Microsoft products.” In fact, that was not my claim. I said: “No CIO of a law firm was ever fired for buying Microsoft products.” (emphasis added)  My point was simply that Microsoft is often seen as a safer choice at the purchase stage than smaller, less-established vendors. However, I understand that the Microsoft label will not protect a CIO who has not deployed the software appropriately. Your example proves my understanding to be correct.

Would you be willing to tell me more about the examples you have in mind regarding CIOs who failed to deploy SharePoint properly? In particular, I would be interested in learning about the failed SharePoint-as-DMS examples you mentioned. This topic comes up frequently in law firm KM circles, so it would be good to have more facts at hand about why SharePoint does not deliver as a DMS.

– Mary


As I stated earlier, a constructive conversation is one that leads to greater understanding. It is my hope that Doug, Ted and others in the legal industry will join me in creating this constructive conversation regarding intranets. I know there are some law firms that are happy with their SharePoint deployment. I also know that there are law firms that are not as happy. As we raise everyone’s understanding about intranet technologies and opportunities available in the marketplace, we ensure that people make smarter purchase decisions. Obviously, the implementation is in each purchaser’s hands, but if they correctly make the first critical decision — buying the right software — that should put them miles ahead in terms of implementation, adoption and engagement.

At the end of the day, isn’t that where all of us want to be?


[Photo Credit: Roosevelt and Churchill in conversation (Zorba the Geek) / CC BY-SA 2.0]


Intranet Showcase #KMWorld

James Robertson is Managing Director of Step Two Designs and author of Award Winning Mobile Intranets. The purpose of the Intranet Innovation Awards is to share the best new ideas (so the rest of us can steal them!). The 2012 winners presenting in today’s session are Paige Rhodes, Quality Manager, Weston Solutions; Craig Stoll, IT Senior Project Manager, Weston Solutions; and Dan Lewis, Principal Consultant, Mobility, The Judge Group.

[These are my notes from the KMWorld 2012 Conference. Since I’m publishing them as soon as possible after the end of a session, they may contain the occasional typographical or grammatical error. Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]


  • The New South Wales Department of Education. The innovation in their portal is a beautifully designed “Essentials” bar that the user can personalize by adding other essentials that you like. Further a user can recommend a specific essential to other people in their network. When they do, that essential pops up on the essentials bar of the people in their network. While usually only 5-10% of users personalize their portals, in the NSW Department of Education portal, a huge number of users have personalized their essentials bar.
  • Enter LLC. Enter LLC is a retail company in Russia. They are focused on growing rapidly by helping people have fun. They have done this through gamification. Users can earn points. There are many ways of winning points: you can earn a small number of points by taking action within their Jive environment (e.g., posting, commenting), by recommending somone else for doing something that merits points. You can earn a large number of points by taking action in the physical world, particularly if you do something in a retail store. You can also earn extra points if recognized by a senior manager. The top point earners win significant prizes (e.g., international holidays).
  • Scott Corp. Scott Corp is an Australian company that moves really dangerous substances (e.g., explosives). They have huge reporting obligations to the government. In fact, they used to spend one full week each month gathering and auditing these paper reports. Their new process is that the truck driver completes the same paper report they have always filled out. However, next they photocopy their reports using a multifunction device and use soft buttons on the copier to indicate the severity level. That report is then automatically added to a database in SharePoint, which then triggers some automated work flow appropriate to the severity level. Now, the auditors have reduced the time spent from one week to zero.
  • Judge Consulting Group’s mLink. Judge is a privately owned professional services firm specializing in technology services. Rather than using a traditional CRM, they use a candidate tracking tool (they call EDGE) to keep track of their staff. For each potential staff member, they keep contact details, as many as three resumes, and tools that allow Judge personnel to document interactions with potential hires. Participation is recognized by posting photos of the top users on a leader board. Another functionality they provide is real time information on staff time and attendance. You can also see paystubs. (Pay fluctuates since it is a commission-driven business.) They also included mobile calculators to help personnel determine margins. They deliver this and more functionality via the mobile web and through their own app store.
  • Weston Solutions. Weston Solutions is an integrator providing services in environmental solutions, specialty construction and green development. It is an employee-owned organization with a staff of 1,800 in more than 60 offices worldwide. They have a diverse workforce and client base. They had a collaborative culture, but needed an intranet capable of supporting collaboration. Their intranet is currently ranked #1 in the Worldwide Intranet Challenge. This is an indication of user support of the intranet. LessonTrack is the functionality they are discussing today. It is designed to collect and share lessons learned. The landing page allows users to subscribe to a lessons relating to a specific area of interest. Each lesson has links to the author (included a link via Lync so you can contact them directly), and the ability to add comments to the lesson. The data entry form has only three mandatory fields: The title of the lesson, the lesson itself (three sentences will suffice), and some way to connect the lesson to a project number or opportunity number. The system can then connect that lesson to other metadata automatically. Other fields are key words and a list of contributors. They have built this in SharePoint. Using that common platform, they can tie a lesson to a specific project tracker (which tracks the operational status and financial health of a project). Employees are expected to enter their lessons learned immediately after they learn the lesson. The key to this is that the data entry form can be invoked no matter where you are. In each system there is a button that the user can click to generate a data entry form at the moment they realize they have a lesson to share. Finally, they gathered up all the existing lessons learned and pre-populated the LessonTracker so that users could get value from the minute the tool was launched.



Are Intranets Social? #KMWorld #KMW12

Carmen Porco is a technology strategist at IBM, formerly at Prescient. He reports on a receent Social Intranet Study involving 1400 participants worldwide (sponsored by IABC).
[These are my notes from the KMWorld 2012 Conference. Since I’m publishing them as soon as possible after the end of a session, they may contain the occasional typographical or grammatical error. Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]


  • Social Intranet Study. The most popular tools ((61%) are blogs, discussion forums and instant messaging. 75% of the organizations that use social media have blogs.
  • Senior executive support is critical. Porco showed us the blog of the CEO of Pepsi and a short internal video by IBM’s CEO. Their entries are short, but they definitely initiate engagement by employees — check out the comments. The key here is not to use a ghostwriter; ghostwriters rarely convey authenticity, which is critical for engagement./li>
  • Wikis. 61% of the organizations that use social media use wikis. However, Porco cautions against using a wiki as your intranet. He equates this with “handing over the keys to your intranet to your 16-year old son.” This level of openness can have a huge negative impact on your information governance.
  • Employee Social Networking. This normally means “facebook within the organization.” However, it could also include communities of practice, as well as tools like YouTube (video).
  • Platform. 55% of the organizations that participated in the study use SharePoint. One common delusion is that SharePoint is free. However, the best looking SharePoint sites cost thousands to create and maintain.
  • What’s a Social Intranet?. This is a intranet that deploys multiple social tools. In other words, it’s not just a bulletin board for documents. Rather the social intranets permit user sharing, commenting, instant messaging, etc.
  • User Satisfaction. Forrester tested 1500 intranet sites for user satisfaction. Only 3% passed! The other 97% had common failings: illegible text, poor navigation, etc.
  • Key Lessons from the Study. (1) you get what you pay for. (2) change management is critical for use and satisfaction. (3) Training all users, but especially your top executives. You need to be sure they understand how to use the tool and actually DO use the tools. (4). Communication is key. Cross-promote as much as you can in order to get the word out.
  • XXX. YYY



The SharePoint Swiss Army Knife

Swiss Army KnifeLove it or hate it, you can’t ignore SharePoint.  Thanks to the might of Microsoft, SharePoint has become part of the technology and knowledge management conversation at law firms all over the world.

While not every law firm has deployed it, most I’ve talked to are thinking about it.  Unfortunately,  all that thinking is giving them a headache.  Some don’t understand exactly what SharePoint does.  Others have read the marketing materials, but are disturbed by the mixed reports they are hearing from colleagues at other firms.  At a recent meeting I attended, a colleague from another firm summed up SharePoint rather succinctly: (i) SharePoint is a pretty decent Portal and provides a convenient platform on which a firm can gather and display information from a variety of silos, (ii)  it has aspirations of being a document management system which when fully realized could make it a powerful player in this space, and (iii) it provides some workflow tools that are much needed by law firms.

One of the biggest problems with SharePoint seems to be that it has been marketed like a Swiss Army Knife: capable of doing lots of things.  However, the tools provided aren’t always up to the job.  A case in point is SharePoint’s social media tools.  For example, in one recent listserv conversation someone asked about the experience of others in deploying SharePoints blogs and wikis.  The uniform response was that those tools were rudimentary at best and ultimately proved disappointing.  In fact, each respondent said they were looking for a better, more functional third-party tool that they could plug into SharePoint.  What nobody discussed was the opportunity cost of using SharePoint first and leaving their user group dissatisfied.

Initially, I thought the concerns about SharePoint and social media were more about the user interface and lack of full functionality.  However, while attending a webinar this week on using taxonomies in SharePoint, I heard something that gave me pause:  one of the experts on the panel said that while SharePoint appeared to offer the ability to have both top-down taxonomies and bottom-up folksonomies, you really could not (and perhaps should not) deploy both.  That struck me as wrong-headed so I consulted with the father of folksonomy, Thomas Vander Wal.  In an exchange on Twitter, he told me the following:

  • SharePoint’s understanding of folksonomy is really poor and really mangles some things.  Data structures are right. Others not so.
  • In folksonomy the co-occurence of terms works in similar fashion to hierarchy, but SharePoint doesn’t make that easy.
  • The folksonomy should identify gaps in taxonomy and help inform it, but SharePoint didn’t grasp that so it doesn’t work there.

These statements might at first strike you as succinct (or perhaps cryptic), but that’s a function of the size limitations of Twitter.  Regardless, the message comes through loud and clear:  while purporting to provide social media support, SharePoint appears to have misunderstood some basic things about how social media work such that the underlying SharePoint structure seems to resist or hinder full social media functionality.  As a result, firms that are relying on SharePoint to provide a full social media experience may well be disappointed.

To be fair, you may be able to open a wine bottle and slice a piece of cheese with your Swiss Army Knife, but are you actually able to use it to prepare a nutritious and delicious meal?  It seems that the SharePoint Swiss Army Knife suffers from similar limitations when it comes to social media.

[Photo Credit: AJ Cann]


What are People Searching For?

What are people searching for and where are they looking? That’s the question asked and answered in a thought-provoking article in the March 2008 issue of KMWorld. While working with an admittedly small sample, the survey yielded some interesting findings:

– 62% of respondents said that they first search the Internet before searching more specialized resources such as their own company’s website or intranet
– while 13% of the time the respondents said they were searching for information about their own companies, they began their search on their company intranet only 2% of the time
– respondents tended to ask their colleagues for help before they tried their company intranet
– business users spend a lot of time searching for information at work (approximately 9.5 hours per week)
– knowledge workers tend to search using general indices like Google and Yahoo rather than specialized web sites or search engines

The picture that emerges is troubling:

– companies aren’t doing a good job of making their intranets the first choice for company information
– despite the hours spent searching, many knowledge workers are not searching efficiently
– knowledge workers don’t seem to understand the inherent weakness of general web search engines like Google and Yahoo when it comes to finding specialized, high-value content
– searchers tend not to use content aggregators, specialized vertical search sites or topical sites to find data

For knowledge management, these findings pose some real challenges. In many companies, it’s the knowledge management group that’s responsible for the intranet. The findings of this survey are a real indictment of the job we’re doing. So what must we do differently to make our intranets the first choice research resource for our colleagues? It might be worth asking them.

And while we’re talking with them, we should investigate why it is they are using sub-optimal search methods. Is it a lack of awareness about how search engines like Google and Yahoo work? Do they simply not understand that high-value content can get buried in the Web, but will tend to be more visible on specialized web sites? According to the author of this article, people in the online industry know that “the `good stuff’ gets hidden if it is thrown into the larger web grab bag. And very often, it isn’t even in the grab bag because it isn’t indexed.” Clearly the average knowledge worker doesn’t know this or they wouldn’t be using the grab bag search engine.

Despite this (or perhaps because of this), the author notes that there are some signs of progress in the growing recognition of the value of finding high-quality information rather than merely relevant information. As a result, there is renewed interest in recommendation engines, contextual search and vertical search sites. These are “tools that will tell [knowledge workers] what they need to pay attention to in the pile” of information they face. In this age of overload, this sounds like a step in the right direction.