iConnect: Expertise Location at Deloitte

Ray Rudd/Mary McDonagh/Christina Rye

Stuart Rosenberg/Roxanne McClain

January 2008

Re-energizing iConnect

Current and Projected Activities

KMChicago

iConnect: Expertise Location at Deloitte

Stuart M. RosenbergDeloitte Services, [email protected]

February 12, 2008

mailto:[email protected]

2Copyright © 2007 Deloitte Development LLC. All rights reserved.

Agenda

Deloitte in Context

• Nature and Complexity of Work

• Deloitte’s Connections Model: Theory and Practice

Product Reviews: iConnect

• Business Issues Addressed

• Walkthrough

• Factors to Consider

• Benefits/Results


About Stuart

• 11 years with Deloitte– 4 years as a Consulting client service practitioner– 4 years in internal IT project/product management

• Broadvision (Portal) eRoom (Collaboration), PlaceWare(LiveMeeting), Microsoft Instant Messaging, Saba (LMS)

– 3 years as KM liaison to internal IT

• Currently leads KM Solutions team– Responsible for developing business requirements in support

of KM initiatives– Coordinating with internal IT regarding scope/functionality

decisions, issue resolution, and


About Deloitte

Global Profile:•Nearly 150,000 people•More than 140 country-based practices•FY07 Revenues of US$23 billion

U.S. Profile:•Nearly 42,000 people in the Deloitte U.S. Firms•Offices in more than 90 cities•FY07 Revenues of US$9.9 billion

Total Revenues (US$billion) U.S.

Global Fiscal Year 2004 $6.88$16.2Fiscal Year 2005 $7.81$18.2Fiscal Year 2006 $8.77$20.0Fiscal Year 2007 $9.85$23.1

Deloitte is a true knowledge organization. Our most important assets walk out the door every nightDeloitte is a true knowledge organization. Our most important assets walk out the door every night

**projected


A Structured Path to Enable People Connections

iConnect (Phase 1)Focus: Person-to-Expertise

Phase 2: Talent NetworkingFocus: Person-to-Colleagues

Focus: Person-to-Affiliated Groups

Phase 3: Social Networking AnalysisFocus: Powerful Tools & Analytics to

Enhance & Optimize Personal Networks


iConnect: Seeking connections is nothing new

Evolution of Approaches* Typical FocusOutcome

• Water-cooler Individuals; Simple;• Office-based networking Local Clarity;• Who you know Limited

• Business (service) directories Dispersed groups; Less clarity;

• Leadership listings Silo- or Entity- Limit & aging of

• “Yellow Pages” orientedinformation

• Skills matrices Cross-silo/-entity focus; Little clarity;

• Business issue matrices Manually updatedUncertain

• Ask-the-Network (or not quality of

• “Six Degrees of Separation” updated!)connection

• Automated Expertise Locator Individuals;Simple;

Silo- / Entity-Clarity;

agnostic; Far-reaching; Fully Automated Connection Quality

* Abbreviated! From: Discussions with John Callahan, Deloitte Services, U.S. Firms Chief Knowledge Officer


iConnect: Shotgun or rifle?

Business Issue: Is there a better way to connect suppliers and customers of knowledge?Business Issue: Is there a better way to connect suppliers and customers of knowledge?


iConnect - Internal Expertise Locator

Profile Creation• Emails are analyzed• Nouns phrases extracted and ranked• Personal, Private “Topic portfolio” developed for each employee

Information Request• Search for topic matches (unexpected are more valuable!)• Craft wrapper email

Blind Brokering• Recipients are not identified to requestor• Requestor is identified to recipients

Follow-on interactions• Email, IM, Web conferencing, Telephone, Face-to-Face

Fully automated profiles combined with brokering approach are the keysFully automated profiles combined with brokering approach are the keys


Profile Creation: Step 1

• For those individuals selected for topic portfolios, the system decomposes the text within their sent e-mails.

• Noun phrases are identified and extracted to a topic portfolio database.

• The prior portion of e-mail threads is ignored, since not necessarily relevant to the individual’s topic portfolio.

Noun phrases extracted from above would include “methods content”, “physical environment”, “kx.deloitteresources.com”, “www.deloitteresources.com”, “SSO

gateway”, among others.

Noun phrases extracted from above would include “methods content”, “physical environment”, “kx.deloitteresources.com”, “www.deloitteresources.com”, “SSO

gateway”, among others.



• For sent e-mails that have attachments, the noun phrases from within those files are also extracted.

• The e-mails themselves and the attachments are:

• Not “read”

• Not understood

• Not copied

• Not kept

• Not re-creatable

• Not monitored

• Not counted

• Not analyzed other than for purpose of extracting noun phrases

Additional noun phrases extracted from e-mail above would include “Marketplace integration”, “Phase 1”, “Document Libraries”, “Business Requirements”, “CMS templates”,

“DeloitteNet environment”, “Travis Taylor”


`


Rel

ativ

e S

tren

gth

of

No

un

Ph

rase

• Over time, the collection of noun phrases from sent e-mails builds a private, personal portfolio of topical expertise of the individual.

• Each extracted noun phrase then receives a strength rating within the individual’s portfolio based on factors such as how recently used (i.e., term strength decays over time), context of use (i.e., header vs. body, e-mail vs. attachment), frequency of use, among others.

IP Valuation

Moody’s

Transfer Pricing

Section 973

Depletion allowance

Reengineering

Graphical Representation of Topic Portfolio for John DoeJohn Doe’s Source

e-mailsNoun

Phrases

8,000 – 12,000 terms typical


• Over time, the noun phrases within an individual’s portfolios is compared against all other individuals’ topic portfolios.

• Again, each extracted noun phrase has a comparative strength, but this time it is across all topic portfolios.

• BUT, there is no reporting capability within Tacit to print out this relative strength weighting, as that would violate the privacy of any individual portfolios.


Rel

ativ

e S

tren

gth

of

No

un

Ph

rasePerson 1

Person 20

“John Doe”

Person 400

Person 5,000

Person 9,000

Sample illustrated distribution for the weighted noun phrase “IP Valuation”

SubjectMatter

Expertise


iConnect: Search terms return topics


iConnect: Topics determine recipients


iConnect: User composes an e-mail via form. Request and replies are managed directly in Outlook.

Note: User does not know the identities of those to whom the e-mail will be sent.


Step 4: Outbound email requests are received in Outlook in the same manner as any other message. No other application need be invoked.


iConnect: Considerations

• Risk management– Does the project support or challenge current policies?

• Infrastructure– Interacting with corporate email is a 5-alarm event!

• Privacy/Confidentiality– Top of mind, but balanced approach

• Culture/Trust– How will the average employee perceive the tool?

• Communications– Simplify, Simplify, Simplify

• Business Process– “Over there” is nowhere


Project Timeline – A Summary

2005– Q1: Reconnect with Tacit and CEO; Presentation by David Gilmour at KM All Hands

Meeting– Q2: Tacit Presentation at KMGC; Due diligence begins; ITS, OGC, Risk Management,

NOP all engaged– Q3: Project “green light” from Executive Committee– Q4: Contracting discussions begin; Briefings for FSS leadership teams and other key

stakeholder groups

2006– Q1: Contracting continues (and continues); detailed project planning begins– Q2: Contract signed; Hardware ordered; project moves into high gear– Q3: Initial infrastructure enabled and profiling begins; FSS-specific live webinars;

performance issues encountered– Q4: Launch at Annual P/P/D meeting to P/P/D community; Quick Adopter’s enabled

2007– Q1: Senior Managers and managers enabled; on-going performance issues– Q2: Upgrade application to newly released version; performance improvements

observed– Q3: Analysis and relaunch project work; review findings with core ITS team– Q4: Relaunch strategy discussion


Unique User Visits

(UU & V)

Conduct

Search(S)

e-Mail query

(Q)

Outbound e-Mail

& Replies Receive

d (O & R)*

Value Derived($$)

iConnect Process

User behavior at each step in the iConnect process needs to be understood as a driver of messaging and necessary changes

Metrics

Messaging Focus

* - Data not currently available

V/UU

Survey of experienc

e & value derived

S/V

number of

audience modifiers

used

Q/S, Q/V

Survey of experience

& value derived, change

management

R/O, Average age of reply

Survey of experience &

value derived

•Query Education

•FSS leads endorsement

•FSS leads endorsement

•One Deloitte/ collaborative

culture

•Awareness•Systems &

Process Integration

Areas to examine


Visits, Unique Users and Outbound eMails and Replies

0

200

400

600

800

1000

1200

1400

Novem

ber

Decem

ber

Janua

ry

Febru

ary

Mar

ch *

April

May

June Ju

ly

August

Septe

mber

Visits (V)*

Unique Visitors (UU)*

Outbound Emails (O)

Replies Received (R )

* Deployed to Senior Managers and Managers


Why isn’t iConnect a success yet?

Hypotheses

People don’t trust the process

Discomfort using a tool that’s not fully understood

Ineffective communications

Culture not as collaborative as assumed

Right tool, wrong users

iConnect not yet integrated into business processes

Analysis has relied on anecdotes due to reporting challenges


Re-energizing iConnect: Four Key Threads

• Increased general iConnect visibility– E-mail template redesign– Multi-channel promotion (search results, D Street)

Messaging/marketing (manager level as priority customer

• Focus on enabling business processes– Integration with AERS RFI and BSX processes– “Hi-touch” outreach to targeted business groups

• Reduce “fear factor” caused by unknown recipients

– Enhance end-user UI controls– Tacit feedback and enhancement incorporation – Enhance reporting to help convert “browsers to buyers”

• Increase eligible user base– Resolution of stability issues– Enable additional 20K profiles– Enable additional 4K searchers


About Deloitte

Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, its member firms and their respective subsidiaries and affiliates. Deloitte Touche Tohmatsu is an organization of member firms around the world devoted to excellence in providing professional services and advice, focused on client service through a global strategy executed locally in nearly 140 countries. With access to the deep intellectual capital of approximately 135,000 people worldwide, Deloitte delivers services in four professional areas, audit, tax, consulting and financial advisory services, and serves more than 80 percent of the world’s largest companies, as well as large national enterprises, public institutions, locally important clients, and successful, fast-growing global growth companies. Services are not provided by the Deloitte Touche Tohmatsu Verein and, for regulatory and other reasons, certain member firms do not provide services in all four professional areas.

As a Swiss Verein (association), neither Deloitte Touche Tohmatsu nor any of its member firms has any liability for each other’s acts or omissions. Each of the member firms is a separate and independent legal entity operating under the names “Deloitte”, “Deloitte & Touche”, “Deloitte Touche Tohmatsu” or other related names.

In the United States, Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu and services are provided by the subsidiaries of Deloitte & Touche USA LLP (Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP, Deloitte Tax LLP, and their subsidiaries), and not by Deloitte & Touche USA LLP. The subsidiaries of the U.S. member firm are among the nation’s leading professional services firms, providing audit, tax, consulting, and financial advisory services through nearly 40,000 people in more than 90 cities. Known as employers of choice for innovative human resources programs, they are dedicated to helping their clients and their people excel. For more information, please visit the U.S. member firm’s Web site at www.deloitte.com.

Copyright © 2007 Deloitte Development LLC. All rights reserved.DCS321745