CONTENT & COLLABORATION

Communitech P2P

Sherry McMenemy

Adopting social media

McKinsey Global Survey, 2008

Looking, always looking

ImageNet Document Management

Struggling to find information Intranet Survey, 2010 (Jane McConnell)

Informal technologies are easier

Oracle, 2010

The value

Social media (enterprise or commercial) seems to offer some ways to address pain points related to fast, efficient content, but it’s not the whole story

Good information strategy means conveying more while saying/writing less

To the extent you can co-locate access to different types of information, you will provide better user interactions

Where we’ve been

Content delivery, documentation and information management are release-driven and isolated within the organization

One-way interactions and content building Being correct took higher priority over

being timely Isolated information management

activities (product docs, email, wiki, intranet, repositories)

Where are we going?

The expected cycle for information request/delivery is shorter (we are all working in Twitter time)

We can’t control all content for a brand, project, campaign…(as hard as some companies try)

BUT formal content is not dead and won’t be anytime soon

The spectrum

Wiki post, code notes

(xml), forums

REVIEWcontent editing

in place

CMS topic, search

keywords, html page

REVIEWtesting, edits &

sign-off

Web content, tech articles,

guides, internal docs

Informal Formal

Why integrate?

1. Transform data and information into knowledge

2. Get knowledge from individuals to groups

3. Create a culture where knowledge sharing is baked in

4. Make sure people can take action effectively

The spectrum+

Wiki post, code notes

(xml), forums

REVIEWcontent editing

in place

CMS topic, search

keywords, html page

REVIEWtesting, edits &

sign-off

Web content, tech articles,

guides, internal docs

Informal Formal

Example – informal -> formal Single-sourced content in a wiki instead

of in issue-tracking for release notes Allows us to create, edit and comment in

an informal environment Can produce formal content for

customers from the source

One location to get all the information for the release instead of having to coordinate many sources (email, issue tracker, Word…)

Content is standardized, so transfer is faster SMEs are able to come to an agreement within the

wiki No draft docs – wiki is always the “latest” information   Wiki’s diff feature makes it easy to see what has

changed and who made a change Wiki readily available to anyone as a reference Final doc built once, after checklist meeting

What’s the consumer experience?

Users need ONE access point for information that: Provides a standard knowledge

management frameworkIs globally searchableDelivers all information about a specific topic Captures informal information effectively and

converts it to formal information as neededHas an easy-to-use interface so that all

profile types can enter content on their own

Likely projects

Support site Internal/enterprise Intranet

Let’s look at some examples

Example 1: Adobe.com

http://www.adobe.com/support/creativesuite/

Example 2: Postgre SQL http://www.postgresql.org/docs/

Example 3: Drupal

http://drupal.org/

The tools

ECM DMS WCM CMS Wiki Forums Federated Search

Discussion

How can you put more content in your social media access points?

How can you use social media to improve content?

When is wiki enough? What are the obstacles and how can

they be addressed?