Ready for the Turn 2009 Boston Financial Client Forum When Opportunity Knocks: Unlocking Web 2.0 for Collaboration Mike Rizzo Boston Financial Senior

Ready for the TurnReady for the Turn2009 Boston Financial Client Forum2009 Boston Financial Client Forum

When Opportunity Knocks:When Opportunity Knocks:

Unlocking Web 2.0 for CollaborationUnlocking Web 2.0 for Collaboration

Mike RizzoMike Rizzo

Boston Financial Senior Vice President & CIOBoston Financial Senior Vice President & CIO


What is Web 2.0?

SharePoint

Case studies of Web 2.0 implementations in a business environment


Web 2.0 is…

Web 2.0 is not…

changing trends in the use of the World Wide Web and web design that aims to enhance creativity,

secure information sharing, collaboration and functionality of

the web

a new technology - it uses pre-existing technology in

new and innovate ways


Web 2.0 Concepts

Harnessing the Collective Intelligence -

the service automatically gets better the more people use it


What Have We Learned So Far?

Web 2.0

Requires trusting and involving users

Important for establishing a

conversation with customers, associates

and the market

New generation of customers / users expect this and will be as dependent on data connectivity

as we are on NStar

Collaborative work style will require

these tools and this environment

People won't care how things work - just that they do work


Business Challenges

not evilUse our powers for good

Selling the technology to the organization

Balancing security and privacy with decentralization and limited regulation is now prized

Leveraging Open source as a driver of innovation in the world of Web 2.0

Avoiding the most common "traps


Today's Speakers

Doug Billings

Boston Financial Manager Web Development

Kirk KnessTRowe Price Vice President of Emerging Solutions

Brian StetsonPutnam Investments SVP and E-Commerce & Sales/ Marketing Systems


When Opportunity KnocksWhen Opportunity Knocks

Doug BillingsDoug Billings

Corporate CollaborationCorporate Collaboration


The Recurring ProblemThe Recurring Problem





#comiccon

#flash

Recent | Interesting

Comments


What Would Corporations Do?


Pre-Set Roles Participation

Why Does the Classic Corporate Answer So Oftentimes Fall Flat?


The Knowledge ExpertThe Knowledge Expert



Lessons from the Lessons from the

Socially Awkward AdeptSocially Awkward Adept

• Take the problem to the individuals

• Participation = Adoption

• Pieces of the Puzzle

• Make it easy to use

• Decentralization not anarchy


Our ChallengeOur Challenge

Document Sharing, Communication & Collaboration

Within & AcrossShifts/Time Zones/Sites

Collection & Recall of Tacit Data & Information

Regulated Environment


Simple, Familiar, Consistent

Enterprise-Wide Access

Workflow Management

Stable, Integrated Platform

Regulatory Friendly Features

Technology: SharePointTechnology: SharePoint


The Web 2.0 ApproachThe Web 2.0 Approach

• Decentralized (to Start)

• Iterative

• Minimally Invasive

• Maximize ParticipationMinimize Control


Lessons LearnedLessons Learned

• Reframe the Problem

• Be willing to adapt organizationally

• Just Do It, but don’t forget about the business problem

• You’re Never Done

T. Rowe Price, Invest With Confidence and the Bighorn Sheep logo is a registered trademark of T. Rowe Price Group, Inc.

T Rowe Price and Web 2.0

Real world example

Kirk Kness – VP T Rowe Price Group

Emerging Solutions

25

• - Connecting , Collaboration, Communities, Conversations .

• − Users add value thru direct participation.

− Network effect occurs when a “product” becomes more valuable as the number of people using it increases.

• Start by minimizing barriers to adoption quickly

− Low Barrier tools

− Maximizing the value of user interactions, both user participation and indirect side-effects of user actions

Web 2.0 – Some concepts …

26

Are there models to follow ?

27

Why can’t it be like this ?

28

Where we started… Our Challenge …

• Retail call center ….

• Information gathered and shared via email and drive-by. Limited transparency and repeatability

• Lacked ability to search for specific content quickly

• Associates struggle to find the correct policy, procedure or handling of a customer situation

− Lacked context …..

29

Where we started (our challenge ) …

Department specific silos

89 Manuals

30

Associates feel overwhelmed …. And underserved …

Operations associates felt overwhelmed by the amount of information available and were underserved by the constraints of the traditionally published knowledge

31

How did we start ? …..

• Started with a specific area – Taxes

• Utilized the concepts of Web 2.0 , specifically around

− Low barrier Tools

• Wiki

• Forums

− User participation

• Allowed the “community” to be part of the solution

• Commenting and tagging

• Subject Matter experts own the content

32

This information and content should be…

Easy to find

Easy to use

In Plain English

33

So What has it allowed us to do ?

− Empower the experts to own and improve knowledge base

− Search information quickly and more easily

− A single source of information

− Personalize information by labeling and bookmarking what is important to you

− Users create defined favorites that reflect popular content

− Any changes to content are pushed to the forefront so users can quickly identify updates to a topic

− Expanded access to subject matter experts

•

34

Feed back so far ….

• “I have been adding some comments (and tracking them) to various sections of this work space. I really like the ease in which I'm able to navigate throughout the tool. “

•“Pretty powerful that it makes connections for the rep… related pages”

•

• “Search is infinitely better than the old… more relevant”

• “This is like going from the

Nintendo 64 to the Wii !”

35

Lessons …..

• Provide a meaningful context for creation

− Create a coherent, consistent context (subject matter or community context)

• Trust your users

− Cede some control to share control and trust users

− BUT, degree of control will vary !

• Design so that it improves as more people use it

• Facilitate emergence

− It’s difficult to predict the best design

• Patience …..

36

It takes teamwork ….

37

Still need your subject matter experts … and passion …..

38

Trust the process …..

39

Its continuous …

40

Communication .. Lots of it ….

41

•

• Thanks

Collaboration and Web 2.0 Technologies Powering Productivity Efficiencies at Putnam

September 16, 2009

More than 60% of firms are implementing or upgrading existing implementation of collaboration software

“What are your firm’s plans to implement or expand its use of the followinginformation and knowledge management software technologies in the next 12 months?”

Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2008; Forrester Research

17%

20%

21%

30%

34%

12%

11%

10%

23%

27%

11%

9%

10%

10%

10%

31%

28%

32%

25%

20%

29%

30%

26%

12%

9%

1%

1%

1%

Learning management software (e.g., learning managementsoftware, virtual classroom, informal learning)

Business Intelligence software

Information access software (e.g., enterprise search, desktopsearch, text analytics)

Content management software (e.g., Web contentmanagement, document management, records management)

Collaboration software (e.g., email, calendaring, contacts,instant messaging, Web conferencing, team collaboration,

Web 2.0)

Implementing/implemented Expand/upgrade existing implementation Piloting

Interested/considering Decreasing Not interested/don’t know

Discussion forums and management tools top the list of firms’ plans to expand or upgrade Web 2.0 technologies“What are your firm’s plans to implement or expand its use of the

following Web 2.0 technologies in the next 12 months?”


7%

11%

9%

11%

13%

12%

9%

17%

4%

4%

6%

5%

6%

6%

5%

6%

4%

5%

4%

7%

7%

6%

8%

10%

7%

9%

13%

15%

21%

18%

22%

22%

22%

22%

32%

31%

77%

73%

65%

58%

55%

56%

50%

49%

48%

36%

3%

4%2%

2%

2%

1%

1%

2%

1%

Mashups

Microblogs

Virtual Worlds for online meetings orpresentations (e.g., Second Life)

Social netw orking tools (e.g.,Facebook, LinkedIn)

Podcasts

RSS (Really Simple Syndication)

Blogs

Wikis (enterprise or departmental)

Idea generation or management tools

Discussion forums

Implementing/implemented Expand/upgrade existing implementation Piloting

Interested/considering Decreasing/removing Not interested/don’t know

About half of firms report using Web 2.0 tools for capturing and sharing knowledge as well as for corporate communications

“For which of the following activities is your firm currently using Web 2.0 tools and technologies?”


3%

12%

21%

23%

28%

31%

37%

39%

48%

49%

51%

Other

None of the above

Locating experts/expertise

Fostering innovation

Modernizing the intranet portals

Improving employee services

Reducing use of email or face-to-face meetings

Fostering collaboration within a division or group

Managing projects

Corporate communications

Capturing and sharing knowledge

Putnam Collaboration Tools

• e-Meeting rooms/ e-Learning

• Collaborative Document Management

• Social Networking• Blogs• Forums• Communities

• Wikis

E-Meeting Rooms/ E-Learning• web based conferencing and eLearning tools that utilizes Flash

• The application is available via the Internet and provides for a friendly url for its meetings (for example https://connect.putnam.com/project requirements )

• Meeting hosts have the ability to require attendees to login or allow guest access to a meeting

• Presentations can be posted to a url so users can review a presentation based on their own schedule. The presentation can then be removed.

• Meetings can be recorded for future playback

• Putnam’s Transfer Agent and Corporate Training utilizes this application for training Putnam service representative

https://connect.putnam.com/requirements



On-Line Meeting Room

Document Collaboration

• Versioning for Auditing• Complex Workflows• Personalized Workspace• Collaborative Environment• Subscription Service• Delegated Administration• Search Capabilities• Open interface for easy integration with other systems

Social Computing Application Server

• Quickly set up Web sites for content, collaboration, etc. with out-of-the-box templates

• User generated/managed communities• Web 2.0:, wikis, blogs, managing tasks, calendaring, document

sharing, Web content publishing, and more • Web Site Branding • User/Role-based content management• Enable users to self-publish on the Web • Provide user access controls • Flexible identity/authentication integration• Currently leveraged primarily for internal use

Questions & Discussion

Documents

Ready for the Turn 2009 Boston Financial Client Forum When Opportunity Knocks: Unlocking Web 2.0 for Collaboration Mike Rizzo Boston Financial Senior