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Intranet, Web 2.0 and Enterprise 2.0 The impact of ICT on the Organization Andrea Pesoli Politecnico di Milano [email protected] Como, 5th June 2008

Intranet, Web 2.0, Enterprise 2.0

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Strategic Planning @ Politecnico di Milano, International Class (June 2008)

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Page 1: Intranet, Web 2.0, Enterprise 2.0

Intranet, Web 2.0 and Enterprise 2.0

The impact of ICT on the Organization

Andrea PesoliPolitecnico di Milano

[email protected], 5th June 2008

Page 2: Intranet, Web 2.0, Enterprise 2.0

Agenda

• ICT as an organizational variable (B2e)

• Intranet

• Web 2.0

• Enterprise 2.0

• Case study

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Emerging trends in work organisation

Mobility

Teamworking

Turnover

Dispersion

Process management

Networks

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ICT as an organizational variable

In the knowledge society ICT can play a key role as an organizational variable as it may:

• Make decision-making processes more agile and effective

• Promote more sustainable and new forms of work organization

• Foster innovation and change

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ICT is a key factor in designing the future organization, the

virtual workplace

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What an Intranet looks like?

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Intranet?

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What is an Intranet?

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A set composed by a company network (private

computer network), protected from external world with devices called “firewalls”, and a group of applications provided using

typical technologies of Internetworking (based on Internet communication

standards).

William Safire, 1994

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All the web technologies-based ICT applications/services that

support business processes and which an organization can present

to employees.

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In other words, an Intranet is a way of thinking and organizing people,

work and interaction.

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Why Intranets?

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Intranet as Virtual WorkspaceCommunication!and socialisation!

Knowledge and!collaboration!

Enterprise!services!

Working!tools!

Access to employees services!

Access to !operative informations

and applications!

Support in knowledge management and group

collaboration!

Support to internal communication and

socialisation!

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Communication!and socialisation!

Knowledge and!collaboration!

Enterprise!services!

Working!tools!

Access to employees services!

Access to !operative informations

and applications!

Support in knowledge management and group

collaboration!

Support to internal communication and

socialisation!

Intranet as Virtual Workspace

HR desk - timesheet, expense allowances, job postings, ...

Facility desk - meeting room bookings, purchasing requests, IT help desk, library system, ...

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Communication!and socialisation!

Knowledge and!collaboration!

Enterprise!services!

Working!tools!

Access to employees services!

Access to !operative informations

and applications!

Support in knowledge management and group

collaboration!

Support to internal communication and

socialisation!

Intranet as Virtual Workspace

Institutional communication - suggestion boxes, employees’ forums, workplace climate survey, ...

Socialization - leisure-time forums, bulletin boards, championships, ...

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Communication!and socialisation!

Knowledge and!collaboration!

Enterprise!services!

Working!tools!

Access to employees services!

Access to !operative informations

and applications!

Support in knowledge management and group

collaboration!

Support to internal communication and

socialisation!

Intranet as Virtual Workspace

Collaboration - project management, calendar or document sharing, SMS, instant messaging and videoconference, ...

Knowledge management -forum, mailing list, blog, wiki, document management systems, e-learning platforms, ...

Page 20: Intranet, Web 2.0, Enterprise 2.0

Communication!and socialisation!

Knowledge and!collaboration!

Enterprise!services!

Working!tools!

Access to employees services!

Access to !operative informations

and applications!

Support in knowledge management and group

collaboration!

Support to internal communication and

socialisation!

Intranet as Virtual Workspace

Informative - procedural and operational manuals, product and service catalogues, information on suppliers and customers, business reports, market and competitor analysis, ...

Transactional - e.g. the web-desk for a bank or case-history management for a hospital, ...

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Communication!and socialisation!

Knowledge and!collaboration!

Enterprise!services!

Working!tools!

Access to employees services!

Access to !operative informations

and applications!

Support in knowledge management and group

collaboration!

Support to internal communication and

socialisation!

Virtual Workspace Orientations

InteractionsIndividual

Job

Worklife

Page 22: Intranet, Web 2.0, Enterprise 2.0

The evolution of an Intranet

Value ofthe intranet

Time

Advanced

Composite

Focused

Embryonic

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What is Web 2.0?

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Web 2.0 is the business revolution in the computer industry caused by the move to the internet as

platform, and an attempt to understand the rules for success on that new platform.

Chief among those rules is this: build applications that harness network effects to get better the more people

use them.

Tim O’Reilly, 2004

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No, really...what is Web 2.0?

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http://www.oreillynet.com/pub/a/oreilly/tim/news/2005/09/30/what-is-web-20.html

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“2.0” as a disruptive innovation

socialtechnological

business model

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Participation

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Participation

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Web 2.0 key principles

Openness

Freedom to share and re-use

Decentralization of authority

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Humans suffer from information overload: there’s much more information on any given subject than a

person is able to access

As a result, people are forced to depend upon

each other for knowledge

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Know-who rather than know-what, know-how

or know-why information has become

most crucial

It involves knowing who has the needed information and being able to reach that person

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Strong ties involve time, emotional intensity, intimacy and reciprocation

People connected by strong ties tend to form clusters that exhibit high levels of redundancy

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Weak ties are acquaintances who are not part of your closest social circle, and as such have the power to act as a bridge between your social cluster and someone

else's

weak tiestrong

tie

absenttie

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“Within a social network, weak ties are more powerful than strong ties. They are indispensable to individuals’

opportunities and to their incorporation into communities while strong ties breed local cohesion. “

Granovetter (1973)

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“New” Technologies

• Rich Internet application techniques, optionally Ajax-based

• CSS

• Semantically valid XHTML markup and the use of Microformats

• Syndication and aggregation of data in RSS/Atom

•Extensive use of folksonomies (in the form of tags or tagclouds, for example)

•Use of wiki software either completely or partially

•Weblog publishing

•Mashups

•REST or XML WebService APIs

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Business Model

UserGeneratedContent

Long Tail

Co-creativeprocesses

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“The central idea of Open Innovation is that when companies look

outside their own boundaries, they can gain better access to ideas, knowledge, and technology than they

would have if they relied solely on their own

resources.”

Brown, Hagel (2006)

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Cambrian House: user generated Business

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User generated content (UGC) refers to various kinds of media content that are produced by

end-users

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The Long Tail is the realization that the sum of many small markets is worth as much, if not more,

than a few large markets

TailHead

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Books sales in the U.S. in 2004 as graph on a soccer field (100x60 meters)

How long is the Long Tail?

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Where is the value in Web 2.0?

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est. value$15B

Show me the money!

MySpace

YouTube

Facebook

IBM/Lenovo $1.750M

$240M

$1.650M

$580M

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Web 2.0 is the natural evolution of the Web

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Enterprise 2.0 is the natural evolution of the Enterprise

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E2.0 is a set of organizational and technological approaches steered to enable new organization models,

based on open involvement, emergent collaboration, knowledge sharing, internal/external social network

development and exploitation.

Wikipedia, 2007

Page 61: Intranet, Web 2.0, Enterprise 2.0

Blog Collaboration

Peering Wiki

RIASocial

networking

TagsRSS

Long Tail

CSS

Open APIVirtual world

Ajax XMLSharing Mashup

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Open Belonging

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Social Networking

You

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Knowledge

Knowledgenetworks

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Emergent Collaboration

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Adaptive Reconfigurability

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Global Mobility

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Emerging models for Enterprise 2.0

Social!networking!

Knowledge!networks!

Open belonging!

Global!mobility!

Adaptive!reconfigurability!

Emergent!collaboration!

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The Social Enterprise

Social

networking

Knowledge

networks

Open belonging

Global

mobility

Adaptive

reconfigurability

Emergent

collaboration

New collaboration, knowledge sharing and relationship schemes

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The Open Enterprise

Social

networking

Knowledge

networks

Open belonging

Global

mobility

Adaptive

reconfigurability

Emergent

collaboration

Expansion and opening of organisational boundaries

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Social

networking

Knowledge

networks

Open belonging

Global

mobility

Adaptive

reconfigurability

Emergent

collaboration

The Adaptive Enterprise

Flexibility and reconfigurability in

process management

Page 72: Intranet, Web 2.0, Enterprise 2.0

Enterprise Application

SocialComputing

Blog, Forum, Wiki, Folksonomy, Social

Network, RSS, Instant Messaging,

Podcasting

ERP, Enterprise Portal, CRM, SCM, BI, Intranet, Search,

HR, ...

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New technological approaches

SOA: componentisation

SaaS: external fruition

Mashup: extension

SaaS: external fruition

BPM:orchestration

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The Enterprise 2.0 infrastructure

Infrastructure Layer!

Virtualization

Legacy 1!

Legacy 2! Internet!SCM!

CRM!

ERP!

External data and services!

Business Process !

Choreography!

Service Layer!

Component Layer!

Bottom Layer!

Mashup !

Assembly!

Mashup!

Processing!

Mashup!

Component!

Information!

Access!

Ente

rpri

se S

ervi

ce B

us!

SOA

Qo

S,

Secu

rity

, M

on

ito

rin

g,

Iden

tifi

ca

tio

n!

Rich User Experience!

User in the Net!

(Internet, Intranet, Extranet, …)!

Inside! Outside!

WEB 2.0

Mashup

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The role of Management

• Start with a pilot or a small group of highly committed people

• Help the internal clients understand the benefits of these new technologies, as they will in turn contribute to spreading them in all the organization

• Be a champion of the technology

• Encourage the use of the new tools

• Carefully plan the change management process

• Do not expect results in little time

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Top Down

Bottom up

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Strategic leadership! Development team!

Management team!

Intranet Manager!

Users!

Governance 1.0 Governance 2.0

Internal

CIO

Technology,

Service and

Content

providers

Page 78: Intranet, Web 2.0, Enterprise 2.0

NetworkAlignment

InsightCooperation

InitiativeCross-functional

Cross-border

HierarchyCommandExperience

CompetitionDisciplineFunctionalNational

Task Orientation Result Orientation

1.0 2.0

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What’s the bottom line?

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• Enterprise 2.0: The dawn of emergent collaboration (MIT SMR, 2006)

• Blog

• Dion Hinchcliffe http://blogs.zdnet.com/Hinchcliffe

• Andrew McAfee http://blog.hbs.edu/faculty/amcafee

• FastForward www.fastforwardblog.com

• Globally Local - Locally Global http://netjmc.typepad.com

References

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Case study

• Blogs@Dresdner Kleinwort Wasserstein

• Wikis@Dresdner Kleinwort Wasserstein

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Assignment

• Which of the emerging needs blogs and wikis are supporting inside Dresdner?

• Which are the main benefits of the two technologies?

• How we can ensure the success of the organizations blogs/wikis both in the short term and in the long term? Which could be their organizational impact?

• Which are the main barriers to the introduction of these new tools?

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Main barriers

0% 30% 60%20% 50%

Organizational changes

Difficulty in itentifying the economical returns

Little comprehension of the benefits

Low inclination to sharing and collaboration

No business relevance

Lack of sponsorship

Knowledge of the technologies

HIgh level of initial investments

Technological barriers

51%

37%

48%

31%

23%

18%

14%

15%

8%

40%10%Sample: 65 CIO(2008)