Increasing Adoption of Enterprise Collaboration Tools

CBW-2Collaboration Case StudiesGilbane San FranciscoField Service Wiki

Ken HerronVice President of Interactive StrategiesRealogy Franchise GroupApril 12, 2007

Before We Start, Who is Realogy?

CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

Venture Partner:

Opportunity

Help 125 field service consultants around the world better support their customers


Opportunity

Enable these consultants to share their best practices with each other – within and across competitive brands


Opportunity

Find the easiest wiki solution – in terms of set-up, administration, management, and use [at the lowest cost!]


Opportunity

Communicate the value of having 5 different brands’ leadership teams allow their field service people to collaborate


Opportunity

Communicate the value of having field service consultants log-on and try the wiki


Opportunity

Communicate the value of having field service consultants use, and continue to use the wiki


Approach

Help 125 field service consultants around the world better support their customers

Research/review different collaboration modalities – decide to use an on-line tool


Approach

Research/Review current on-line tools – decide to use a wiki

Enable these consultants to share their best practices with each other – within and across competitive brands


Approach

Research/review different wiki vendors – decide to use GroveSite

Find the easiest wiki solution – in terms of set-up, administration, management, and use [at the lowest cost!]


Approach

Individually communicate the wiki’s benefits to each brand, and allow eachbrand to have a“wiki within a wiki”

Communicate the value of having 5 different brands’ leadership teams allow their field service people to collaborate


Approach

Get the natural leaders and early adopters in each brand to use the site, seeding it with content

Communicate the value of having field service consultants log-on and try the wiki


Approach

Use recognition to publicize the most valuable content

Communicate the value of having field service consultants use, and continue to use the wiki


Why We Are Doing It

To increase our customers’ revenues,and in turn, Realogy’s brands’ revenues


Benefits

Consultants leveraging each other’s strengths

Creation of a knowledge management repository

Creation of a community across culture, language, and geography

Minimal training or tech support

Ease, control, and insight

Minimal cost


Lessons Learned

It’s not about the technology…

Keep out the “tourists”

Recognize, recognize, recognize

Tier the roll out

Seed your content

Let everyone have their own space

Exploit “visual fatigue”


Increasing Adoption of Enterprise Collaboration Tools

Business

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