Date   

SNA: utterly worthless and possibly damaging? #SNA-ONA-VNA

tman9999@...
 

I have never thought about it that way, but in a conversation on LinkedIn that is exactly how Niels Pflaeging put it in response to my comment about this excellent LinkedIn article, "Org Physics: How a triad of structures allows companies to absorb complexity".


My comment may be found below the article - as of today it is the newest comment there. Niels replied to it, defending his position. 


I thought some of the siKM folks might be interested in joining the discussion, and perhaps providing some alternative perspectives on this front. 


-Tom Short


 


Re: CoP - Archiving and Retention Policy #CoP #knowledge-retention #archiving

Jeffrey Dlott
 

The community is scattered throughout the US so we do not meet F2F


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Curtis A. Conley
 

I'm just now kicking off a chatbot project as a POC to support our Collaboration Service (primarily supporting Office 365 tools like SharePoint, OneDrive, Yammer, Teams, Planner, and Box, etc.). We also have a number of training, end user engagement and adoption services that we support. 

For this POC, we're exploring if a chatbot can provide adequate support to many of the basic questions our end users end up asking either to our Yammer groups, service desk, via email, or IM etc. To a point the was brought up earlier - we have good training and documentation, FAQs, etc. and search can find it - but if I had a solution to the "how do you get users to search first" question, I'd be an independent consultant living on a private island... :)   

So we'd like to see if we can train the bot and have it be able to respond to conversations in Yammer, Skype, embedded on a SharePoint site, ServiceNow, etc. So we'll start with low hanging fruit (existing KBs, FAQs) and soon will begin to pull in actual Q&A from within Yammer, email, etc. If all works well, we'll be exploring how to "upgrade" the bot to perform personal assistant actions (e.g., creating tickets, provisioning workspaces). 



Job opening: Operations Knowledge Manager at Amgen (Road Island) #jobs

Curtis A. Conley
 

Amgen's Operations KM team is growing. Please let me know if you have any questions. 


http://careers.amgen.com/job-en/7146971/business-center-of-excellence-manager-west-greenwich-ri/ 


Business Center of Excellence Manager

The Operations Knowledge Manager (Business Center Of Excellence Manager) will be a key member of the Operations Knowledge Management (KM) team helping to advance KM across the global Operations business function, reporting to the Director of Knowledge Management.


Responsibilities Include:

  • Serve as the business owner of the central knowledge repository, the Operations Knowledge Marketplace, with responsibility for; content approval, curation, knowledge asset workflow, usage analytics and reporting, and SharePoint site collection administration
  • Will lead and facilitate the Operations Alert Process
  • Contribute to strategy-driven KM projects
  • Provide moderation and community management to KM forums and communities of practice (such as Yammer groups and in person working groups)
  • Oversee day-to-day business support for KM related issues



The Three Types of Knowledge #definition

Frank Guerino
 

Hi all,

The following article leverages Fred Nickols’ decision tree for The Three Types of Knowledge – Tacit, Implicit, and Explicit.  However, it goes further, by assuming that each form of knowledge is nothing more than data, which I know many of you have issues with but which aligns tightly with Enterprise Knowledge Management (EKM).  [The full address: https://www.if4it.com/knowledge-management-different-knowledge-types-tacit-implicit-and-explicit/]

Feel free to provide feedback.

My Best,

Frank
Frank Guerino, Managing Partner
The International Foundation for Information Technology (IF4IT)
http://www.if4it.com
1.908.294.5191 (M)


Re: CoP - Archiving and Retention Policy #CoP #knowledge-retention #archiving

 

How often does the CoP have an oppty to meet F2F?

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Tuesday, February 7, 2017 08:16
To: sikmleaders@...
Subject: Re: [sikmleaders] CoP - Archiving and Retention Policy

 

 

Thanks Neil for the feedback.

 

The CoP that I run has a little over 250 members from different functional units collaborating on 2 main business objectives. The main page is open to all members and includes a discussion board, wiki page, libraries, and useful links. We have another section called  'working group" which consists of smaller teams collaborating on more focused projects (restricted access).

 

My archiving and retention question is 2 fold:

 

1. What are some reasonable solutions for the main page?

2. What is reasonable for the individual working groups?

 

The main page content is added a la carte whereas the 'working group' content is more intentional and is more of a collection.

 

Hope this is clearer.

 

Thank you!

 

Jeff


Re: CoP - Archiving and Retention Policy #CoP #knowledge-retention #archiving

Stan Garfield
 

Jeff, this article may be of interest: Don't automatically archive content


Re: CoP - Archiving and Retention Policy #CoP #knowledge-retention #archiving

Jeffrey Dlott
 

Thanks Neil for the feedback.


The CoP that I run has a little over 250 members from different functional units collaborating on 2 main business objectives. The main page is open to all members and includes a discussion board, wiki page, libraries, and useful links. We have another section called  'working group" which consists of smaller teams collaborating on more focused projects (restricted access).


My archiving and retention question is 2 fold:


1. What are some reasonable solutions for the main page?

2. What is reasonable for the individual working groups?


The main page content is added a la carte whereas the 'working group' content is more intentional and is more of a collection.


Hope this is clearer.


Thank you!


Jeff


Re: CoP - Archiving and Retention Policy #CoP #knowledge-retention #archiving

Jeffrey Dlott
 

Thank you for replying to my post. Some very interesting pearls of wisdom in there!


Jeff


Re: CoP - Archiving and Retention Policy #CoP #knowledge-retention #archiving

Neil Olonoff
 

Jeff, 

It seems to me you may wish to add some detail to your description, which would provide valuable context in crafting a viable solution. 

Neil 

Neil Olonoff 
Mobile: 703.283.4157
Skype: nolonoff


On Mon, Feb 6, 2017 at 3:21 PM, jedlo@... [sikmleaders] <sikmleaders@...> wrote:
 


Would appreciate any feedback. We are considering migrating content to a searchable archive after 12 months then purging content at 6 years.


Is that reasonable? How are people doing this?


Thanks!


Jeff



Re: CoP - Archiving and Retention Policy #CoP #knowledge-retention #archiving

 

Very informative and still very useful in many dimensions

 

Bill

 

 

 

 

  

 

Learn more about the solutions and value we provide at www.workingknowledge-csp.com

 

 

 

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Monday, February 6, 2017 15:36
To: sikmleaders@...
Subject: Re: [sikmleaders] CoP - Archiving and Retention Policy

 

 

This is kind of old but perhaps some of it's still relevant -

 

 

I wrote this back in 2009.

 

Regards

Lee

 

 

On Mon, Feb 6, 2017 at 3:21 PM, jedlo@... [sikmleaders] <sikmleaders@...> wrote:

 

 

Would appreciate any feedback. We are considering migrating content to a searchable archive after 12 months then purging content at 6 years.

 

Is that reasonable? How are people doing this?

 

Thanks!

 

Jeff

 

 


Re: CoP - Archiving and Retention Policy #CoP #knowledge-retention #archiving

Lee Romero
 

This is kind of old but perhaps some of it's still relevant -


I wrote this back in 2009.

Regards
Lee


On Mon, Feb 6, 2017 at 3:21 PM, jedlo@... [sikmleaders] <sikmleaders@...> wrote:



Would appreciate any feedback. We are considering migrating content to a searchable archive after 12 months then purging content at 6 years.


Is that reasonable? How are people doing this?


Thanks!


Jeff





CoP - Archiving and Retention Policy #CoP #knowledge-retention #archiving

Jeffrey Dlott
 


Would appreciate any feedback. We are considering migrating content to a searchable archive after 12 months then purging content at 6 years.


Is that reasonable? How are people doing this?


Thanks!


Jeff


Evaluation Training Courses in Washington DC - Register Now for Savings #learning

Beeta Tahmassebi
 

The Evaluators’ Institute in DC
(March 6-18, 2017)

 

The Evaluators’ Institute (TEI) offers top-tier training in evaluation for beginning, mid-career, and advanced evaluation professionals.

 

Register before February 20th to receive a special discount on TEI's March 2017 program. You can find course descriptions and information on how to register at https://tei.cgu.edu/programs/march-program-2017/.

Our team is standing by to answer any questions. We look forward to hearing from you at tei@...

 

Schedule for March - follow link for text versionSchedule for March program - follow link for text version

 

______________________________

Beeta Tahmassebi, TEI Director of Operations
EnCompass LLC │ 1451 Rockville Pike, Suite 600, Rockville, MD 20852
Direct: +1 301-287-8715 │ Skype: beetatahmassebi

 


Article: Understanding Configuration Management Databases (CMDBs) #semantic #data-science

Frank Guerino
 

Hi All,

For those of you interested in different types of Knowledge Repositories, the article “Understanding Configuration Management Databases (CMDBs)” covers a special type of repository that is growing in popularity, especially in the Big Data space.  CMDBs allow end users to capture, explore, and discover knowledge through Semantic Relationships that are established via the assembly of massive Semantic Data Graphs.


I hope you find the materials interesting and useful.

My Best,

Frank
Frank Guerino, Managing Partner
The International Foundation for Information Technology (IF4IT)
http://www.if4it.com
1.908.294.5191 (M)


Re: Finding the Unicorn - An integrated system for KM - Looking for Ideas for a new KM Tool #tools

Stephen Bounds
 
Edited

Hi Grey,

Let me jump in since Patrick has already generously quoted me from the actKM discussion. You seem to have a fairly clear idea of capability requirements and benefits, so I won't focus on that aspect.

I wasn't sure from your description whether you are obliged to use O365 as the underlying technology stack or not. You also don't mention your expectations around migration of existing content - this could significantly impact on solution costs and RROI.

Path dependency has a significant impact on the right decision in this case. As the old Irishman once observed to the traveler, "If I were you, I wouldn't start from here."

But taking a step back to discuss principles for a moment, the key point is this: whenever you are trying to engineer a technology solution to a complex set of requirements, you need to decide at what point you are going to outsource your dependency to a vendor or vendors.

When discussing design questions like this, I often use our Systems Interactions Matrix to provide a point of reference for clients:
https://sikm.groups.io/g/main/photo/137830/1639449/mccpgpeipmemkeik.png?p=Created,,,20,2,0,0

In your case, as an Enterprise Function (KM) you could choose to outsource from either the Application layer, the Capability layer, of the Technology layer. Here are just some of the implications depending on how you approach things:

(1) Technology layer outsourcing - often called the "best of breed" COTS solution. Custom engineered capabilities require investment in defining service layers and interfaces. The organisation will be in near full control of its information object design and business logic, but is also responsible for ensuring performance and scalability, as well as managing ongoing engineering and design enhancements. Unless you have a substantive, technically competent internal IT team, this is often a false economy since you will need to hire expensive consultancies to manage and fix this custom problem. On the flip side, you minimise dependency on vendors for new capabilities and in fact, your biggest risk is forced upgrades to software versions which remove deprecated capabilities and interfaces.

(2) Capability layer outsourcing - base + modules approach. Access points and interfaces are defined broadly by a platform which strongly encourages development of pluggable capabilities through a modular extension system. WordPress and Drupal are great examples of this approach where fundamental capabilities are provides through modules rather than as part of the base technology stack. This allows rapid introduction of new capabilities and a pathway for individual components to be upgraded over time. On the other hand, access points and interfaces tends to be obscured to the end user, which may lead to things breaking in odd ways as modules are upgraded. This leads to a multi-vendor dependency which can introduce risk and/or cost.

(3) Application layer outsourcing - in this scenario, a fully operational business system is provided and maintained by the vendor. While there is typically the capability to design and extend information objects, they are subservient to the underlying application design - particularly if you are trying to leverage other out of the box capabilities. Workflows are often constrained by the underlying object model. At this point, you are much more dependent on the vendor's release and enhancement cycle for additional capabilities to support evolving organisational needs.

All of this is a long-winded way of contextualising these recommendations:

  • If you choose technology layer outsourcing, accessing SharePoint as a backend data store and writing a custom front-end web application using NodeJS or another modern web application development tool would give you close to 100% of the capability you require
  • If you choose capability layer outsourcing, I would suggest SharePoint with carefully selected additional vendor apps. If you aren't dependent on using SharePoint, I would use Drupal as the best engineered and most popular CMS.
  • If you want application layer outsourcing and are dependent on SharePoint, I would look at Blue Box Solutions, which has a mature but not overly engineered custom solution developed on top of SharePoint. If SharePoint is not a prerequisite, I would investigate eXo and Liferay as products that aim to be "out of the box" enterprise collaboration suites.

Cheers,
-- Stephen.

====================================
Stephen Bounds
Director & Principal Consultant
knowquestion Pty Ltd
E: sb@...
M: 0401 829 096
====================================
On 4/02/2017 10:29 AM, Patrick Lambe plambe@... [sikmleaders] wrote:

 

Hi Grey

 
I’m glad you used the “unicorn” metaphor. Let me use an analogy back at you.
 
“I want to set up a health clinic, and I want to know if there’s an off the shelf health clinic technology package I can buy, from software systems to diagnostics equipment.”
 
Well you’d have to reply it all depends on what kind of clinic, and where it’s situated and who your patients are, and what you’re typically diagnosing/treating. If it’s a Mayo Clinic you’d be working in a budget for fancy MRI systems and if it’s a village clinic in India you’d be pretty lightweight on major equipment and on sophisticated medical record systems, and looking (perhaps) for remote medicine support systems. If it was part of a single-brand chain of clinics with very similar treatment and patient profiles, you’d be more inclined to look for a standard package you could roll out multiple times, and some management systems to centralise core services and manage the data centrally. If it was a unique setup, you would be looking to put together a pretty customised package based on your intended operating profile.
 
Without a clear picture of your intended operating profile for KM, it’s similarly difficult to answer your question.
 
Are you a member of the ACT-KM Forum? Coincidentally, there’s a discussion on KM tools going on there now, and Stephen Bounds used another nice analogy in the context of SharePoint as a one size fits all tool - to quote:
"(1) SharePoint is a 'swiss army knife' solution and so if your only objective is to tick off a set of organisational capabilities, it will score very well. But is a seamstress going to be happy with the pair of scissors provided by a Swiss Army Knife? There's little evaluation of the *quality* of capability in many SharePoint projects.

(2) Related to the first problem, many people can't articulate why the "SharePoint tool" is *needed* or *useful*. The mental image I have is of people picking up a screwdriver and then trying to drive in a nail by hitting it with the handle. Giving people a toolbox without training and apprenticeship is unlikely to lead to productive outcomes, except by accident.”
 
But if you do find that unicorn, let us know!
 
Best
 
Patrick
 

Patrick Lambe
Partner
+65 62210383
 
twitter: @plambesg
 
Knowledge mapping made easy: www.aithinsoftware.com

On 4 Feb 2017, at 1:17 AM, eaglecomm@... [sikmleaders] <sikmleaders@...> wrote:
 
 
Good day everyone,
My name is Grey and I am part of the KM organization within HPE Software. We have been a Sharepoint shop for many years and have also maintained Communities of Practice in Jive online, Yammer and have worked with File shares, Wikis and Forums/Discussion Boards. Our current IT organization provides a Sharepoint environment that must fit the needs of thousands of groups and thus, is very restricted and immovable. If there are add-ons or integrations, we aren't currently allowed to implement them. However, as we attempt to forge a new path, we may consider breaking away from the IT mold and attempting more through Sharepoint, in a different environment (separate O365 instance).

 

I would like to request your thoughts and experience on a Tools/Systems question.

 

We are researching tools in the KM/ECM/ESN landscape to consider whether there are other "off-the-shelf" tools that could fulfill our needs. While I understand that each business has unique needs, unique IT considerations and preferences, we would be very appreciative if you could give us some tips, based on the high level requirements listed below, of tools you have researched or used that you think might be good to consider.

 

High-Level Requirements:
Document Management - we are a very heavy document group - we have over 7000 curated documents with 15-20 metadata tags. At the moment, we are not planning to move to an article-based system and thus a Software Support type of KM system is not optimal (one mainly based on creating articles for a Support Organization).

 

Social Collaboration - we currently use Sharepoint for Document Management and Jive for Social Collaboration. We would like to have a single system that can handle both and while Sharepoint has some new features as part of Office365, it doesn't fully enable the 'Social'/'Facebook' features that have become ubiquitous in the past few years. This also includes the normal use of blogs, groups, spaces, etc that allow smaller projects to work together easily while being able to disseminate information to a larger base where necessary.

 

Analytics/Reporting - we are a reporting heavy organization as well. We need the ability to report on the use of the system in all facets, as well as garnering intel based on Big Data/Analytics to help us understand deficiencies in the knowledge we have, dig deeper in to the most often used knowledge and where we need to focus our efforts to provide a better experience to our users and support to our stakeholders. 

 

Gamification/Rewards/Community Awareness - We have built a custom system for a points based award setup for Reuse and Contribution. We would like the system to be able to handle a similar capability where users can rate content, nominate people as experts, tie contributions by authors to their highly rated content and provide badges and awards based on their use, reuse and contribution to the over ecosphere. 

 

Search - Our members continue to state they want a 'Google-like' search. Sharepoint's search to date has not been adequate. We would like a solution that integrates a Big Data/Analytics/Machine Learning type approach to search, built-in.

 

Personalized - We would like our members to feel as though the system was purposed built to help them succeed. When they login (SSO required), the page is either customizable by them or the system automatically adjusts the information due to profile information and understands what is most important to that specific user.

 

Mobile/Responsive - Quite basically, it needs to be able to be used across multiple types of devices, with extremely similar experiences. 

 

Has anyone seen such a rare unicorn in the wild?

 

We are currently not looking to build from scratch and would prefer not to build a network of multiple systems tied together through integrations and add-ons (yes, migrations of integrated systems over the years have taken its toll!). However, that being said, I don't want to stifle your ideas either. We are looking for any and all ideas and would love to hear your feedback!

 

Thanks!
Grey

 

 


Re: Finding the Unicorn - An integrated system for KM - Looking for Ideas for a new KM Tool #tools

Frank Guerino
 

Hi Grey,

You wrote: “We are currently not looking to build from scratch and would prefer not to build a network of multiple systems tied together through integrations and add-ons”.

There is no one tool/system that will accommodate.  What you’re asking for is not a KM tool or system (because there is no one that solves all these problems) but, rather, a Knowledge Management Architecture that addresses many different Knowledge Capabilities & Activities and that is composed of many different fit-for-purpose tools and systems which are integrated and operated together to address the requirements for said capabilities & activities.

I’ve been involved in the strategic planning, funding, design and implementation of such architectures for very large financial institutions, pharmaceutical companies, and insurance companies.  They are complicated, they require large teams with many different skills, they require many tools and technologies, they require massive amounts of data movement, mastering and manipulation, and they are VERY expensive (in the tens of millions of dollars).

My suggestion is that you find an experienced KM Architect to come in and speak with you about your real requirements, priorities and available resources; one who has the broad experience to cover all aspects of the requirements you mentioned in your original post.  FYI: The good ones usually charge to come in and talk with you about these things.

In the mean time, if you want to discuss different tools that can address your separate requirements, we can do that here as well.

My Best,

Frank
Frank Guerino, Managing Partner
The International Foundation for Information Technology (IF4IT)
http://www.if4it.com
1.908.294.5191 (M)


From: SIKM Leaders <sikmleaders@...>
Reply-To: SIKM Leaders <sikmleaders@...>
Date: Friday, February 3, 2017 at 12:17 PM
To: SIKM Leaders <sikmleaders@...>
Subject: [sikmleaders] Finding the Unicorn - An integrated system for KM - Looking for Ideas for a new KM Tool

 

Good day everyone,

My name is Grey and I am part of the KM organization within HPE Software. We have been a Sharepoint shop for many years and have also maintained Communities of Practice in Jive online, Yammer and have worked with File shares, Wikis and Forums/Discussion Boards. Our current IT organization provides a Sharepoint environment that must fit the needs of thousands of groups and thus, is very restricted and immovable. If there are add-ons or integrations, we aren't currently allowed to implement them. However, as we attempt to forge a new path, we may consider breaking away from the IT mold and attempting more through Sharepoint, in a different environment (separate O365 instance).

 

I would like to request your thoughts and experience on a Tools/Systems question.

 

We are researching tools in the KM/ECM/ESN landscape to consider whether there are other "off-the-shelf" tools that could fulfill our needs. While I understand that each business has unique needs, unique IT considerations and preferences, we would be very appreciative if you could give us some tips, based on the high level requirements listed below, of tools you have researched or used that you think might be good to consider.

 

High-Level Requirements:

Document Management - we are a very heavy document group - we have over 7000 curated documents with 15-20 metadata tags. At the moment, we are not planning to move to an article-based system and thus a Software Support type of KM system is not optimal (one mainly based on creating articles for a Support Organization).

 

Social Collaboration - we currently use Sharepoint for Document Management and Jive for Social Collaboration. We would like to have a single system that can handle both and while Sharepoint has some new features as part of Office365, it doesn't fully enable the 'Social'/'Facebook' features that have become ubiquitous in the past few years. This also includes the normal use of blogs, groups, spaces, etc that allow smaller projects to work together easily while being able to disseminate information to a larger base where necessary.

 

Analytics/Reporting - we are a reporting heavy organization as well. We need the ability to report on the use of the system in all facets, as well as garnering intel based on Big Data/Analytics to help us understand deficiencies in the knowledge we have, dig deeper in to the most often used knowledge and where we need to focus our efforts to provide a better experience to our users and support to our stakeholders.

 

Gamification/Rewards/Community Awareness - We have built a custom system for a points based award setup for Reuse and Contribution. We would like the system to be able to handle a similar capability where users can rate content, nominate people as experts, tie contributions by authors to their highly rated content and provide badges and awards based on their use, reuse and contribution to the over ecosphere.

 

Search - Our members continue to state they want a 'Google-like' search. Sharepoint's search to date has not been adequate. We would like a solution that integrates a Big Data/Analytics/Machine Learning type approach to search, built-in.

 

Personalized - We would like our members to feel as though the system was purposed built to help them succeed. When they login (SSO required), the page is either customizable by them or the system automatically adjusts the information due to profile information and understands what is most important to that specific user.

 

Mobile/Responsive - Quite basically, it needs to be able to be used across multiple types of devices, with extremely similar experiences.

 

Has anyone seen such a rare unicorn in the wild?

 

We are currently not looking to build from scratch and would prefer not to build a network of multiple systems tied together through integrations and add-ons (yes, migrations of integrated systems over the years have taken its toll!). However, that being said, I don't want to stifle your ideas either. We are looking for any and all ideas and would love to hear your feedback!

 

Thanks!

Grey



Re: Finding the Unicorn - An integrated system for KM - Looking for Ideas for a new KM Tool #tools

Patrick Lambe
 

Hi Grey

I’m glad you used the “unicorn” metaphor. Let me use an analogy back at you.

“I want to set up a health clinic, and I want to know if there’s an off the shelf health clinic technology package I can buy, from software systems to diagnostics equipment.”

Well you’d have to reply it all depends on what kind of clinic, and where it’s situated and who your patients are, and what you’re typically diagnosing/treating. If it’s a Mayo Clinic you’d be working in a budget for fancy MRI systems and if it’s a village clinic in India you’d be pretty lightweight on major equipment and on sophisticated medical record systems, and looking (perhaps) for remote medicine support systems. If it was part of a single-brand chain of clinics with very similar treatment and patient profiles, you’d be more inclined to look for a standard package you could roll out multiple times, and some management systems to centralise core services and manage the data centrally. If it was a unique setup, you would be looking to put together a pretty customised package based on your intended operating profile.

Without a clear picture of your intended operating profile for KM, it’s similarly difficult to answer your question.

Are you a member of the ACT-KM Forum? Coincidentally, there’s a discussion on KM tools going on there now, and Stephen Bounds used another nice analogy in the context of SharePoint as a one size fits all tool - to quote:
"(1) SharePoint is a 'swiss army knife' solution and so if your only objective is to tick off a set of organisational capabilities, it will score very well. But is a seamstress going to be happy with the pair of scissors provided by a Swiss Army Knife? There's little evaluation of the *quality* of capability in many SharePoint projects.

(2) Related to the first problem, many people can't articulate why the "SharePoint tool" is *needed* or *useful*. The mental image I have is of people picking up a screwdriver and then trying to drive in a nail by hitting it with the handle. Giving people a toolbox without training and apprenticeship is unlikely to lead to productive outcomes, except by accident.”

But if you do find that unicorn, let us know!

Best

Patrick


Patrick Lambe
Partner
+65 62210383



twitter: @plambesg

Knowledge mapping made easy: www.aithinsoftware.com

On 4 Feb 2017, at 1:17 AM, eaglecomm@... [sikmleaders] <sikmleaders@...> wrote:



Good day everyone,
My name is Grey and I am part of the KM organization within HPE Software. We have been a Sharepoint shop for many years and have also maintained Communities of Practice in Jive online, Yammer and have worked with File shares, Wikis and Forums/Discussion Boards. Our current IT organization provides a Sharepoint environment that must fit the needs of thousands of groups and thus, is very restricted and immovable. If there are add-ons or integrations, we aren't currently allowed to implement them. However, as we attempt to forge a new path, we may consider breaking away from the IT mold and attempting more through Sharepoint, in a different environment (separate O365 instance).

 

I would like to request your thoughts and experience on a Tools/Systems question.

 

We are researching tools in the KM/ECM/ESN landscape to consider whether there are other "off-the-shelf" tools that could fulfill our needs. While I understand that each business has unique needs, unique IT considerations and preferences, we would be very appreciative if you could give us some tips, based on the high level requirements listed below, of tools you have researched or used that you think might be good to consider.

 

High-Level Requirements:
Document Management - we are a very heavy document group - we have over 7000 curated documents with 15-20 metadata tags. At the moment, we are not planning to move to an article-based system and thus a Software Support type of KM system is not optimal (one mainly based on creating articles for a Support Organization).

 

Social Collaboration - we currently use Sharepoint for Document Management and Jive for Social Collaboration. We would like to have a single system that can handle both and while Sharepoint has some new features as part of Office365, it doesn't fully enable the 'Social'/'Facebook' features that have become ubiquitous in the past few years. This also includes the normal use of blogs, groups, spaces, etc that allow smaller projects to work together easily while being able to disseminate information to a larger base where necessary.

 

Analytics/Reporting - we are a reporting heavy organization as well. We need the ability to report on the use of the system in all facets, as well as garnering intel based on Big Data/Analytics to help us understand deficiencies in the knowledge we have, dig deeper in to the most often used knowledge and where we need to focus our efforts to provide a better experience to our users and support to our stakeholders. 

 

Gamification/Rewards/Community Awareness - We have built a custom system for a points based award setup for Reuse and Contribution. We would like the system to be able to handle a similar capability where users can rate content, nominate people as experts, tie contributions by authors to their highly rated content and provide badges and awards based on their use, reuse and contribution to the over ecosphere. 

 

Search - Our members continue to state they want a 'Google-like' search. Sharepoint's search to date has not been adequate. We would like a solution that integrates a Big Data/Analytics/Machine Learning type approach to search, built-in.

 

Personalized - We would like our members to feel as though the system was purposed built to help them succeed. When they login (SSO required), the page is either customizable by them or the system automatically adjusts the information due to profile information and understands what is most important to that specific user.

 

Mobile/Responsive - Quite basically, it needs to be able to be used across multiple types of devices, with extremely similar experiences. 

 

Has anyone seen such a rare unicorn in the wild?

 

We are currently not looking to build from scratch and would prefer not to build a network of multiple systems tied together through integrations and add-ons (yes, migrations of integrated systems over the years have taken its toll!). However, that being said, I don't want to stifle your ideas either. We are looking for any and all ideas and would love to hear your feedback!

 

Thanks!
Grey





Finding the Unicorn - An integrated system for KM - Looking for Ideas for a new KM Tool #tools

Grey Cook
 

Good day everyone,

My name is Grey and I am part of the KM organization within HPE Software. We have been a Sharepoint shop for many years and have also maintained Communities of Practice in Jive online, Yammer and have worked with File shares, Wikis and Forums/Discussion Boards. Our current IT organization provides a Sharepoint environment that must fit the needs of thousands of groups and thus, is very restricted and immovable. If there are add-ons or integrations, we aren't currently allowed to implement them. However, as we attempt to forge a new path, we may consider breaking away from the IT mold and attempting more through Sharepoint, in a different environment (separate O365 instance).

 

I would like to request your thoughts and experience on a Tools/Systems question.

 

We are researching tools in the KM/ECM/ESN landscape to consider whether there are other "off-the-shelf" tools that could fulfill our needs. While I understand that each business has unique needs, unique IT considerations and preferences, we would be very appreciative if you could give us some tips, based on the high level requirements listed below, of tools you have researched or used that you think might be good to consider.

 

High-Level Requirements:

Document Management - we are a very heavy document group - we have over 7000 curated documents with 15-20 metadata tags. At the moment, we are not planning to move to an article-based system and thus a Software Support type of KM system is not optimal (one mainly based on creating articles for a Support Organization).

 

Social Collaboration - we currently use Sharepoint for Document Management and Jive for Social Collaboration. We would like to have a single system that can handle both and while Sharepoint has some new features as part of Office365, it doesn't fully enable the 'Social'/'Facebook' features that have become ubiquitous in the past few years. This also includes the normal use of blogs, groups, spaces, etc that allow smaller projects to work together easily while being able to disseminate information to a larger base where necessary.

 

Analytics/Reporting - we are a reporting heavy organization as well. We need the ability to report on the use of the system in all facets, as well as garnering intel based on Big Data/Analytics to help us understand deficiencies in the knowledge we have, dig deeper in to the most often used knowledge and where we need to focus our efforts to provide a better experience to our users and support to our stakeholders.

 

Gamification/Rewards/Community Awareness - We have built a custom system for a points based award setup for Reuse and Contribution. We would like the system to be able to handle a similar capability where users can rate content, nominate people as experts, tie contributions by authors to their highly rated content and provide badges and awards based on their use, reuse and contribution to the over ecosphere.

 

Search - Our members continue to state they want a 'Google-like' search. Sharepoint's search to date has not been adequate. We would like a solution that integrates a Big Data/Analytics/Machine Learning type approach to search, built-in.

 

Personalized - We would like our members to feel as though the system was purposed built to help them succeed. When they login (SSO required), the page is either customizable by them or the system automatically adjusts the information due to profile information and understands what is most important to that specific user.

 

Mobile/Responsive - Quite basically, it needs to be able to be used across multiple types of devices, with extremely similar experiences.

 

Has anyone seen such a rare unicorn in the wild?

 

We are currently not looking to build from scratch and would prefer not to build a network of multiple systems tied together through integrations and add-ons (yes, migrations of integrated systems over the years have taken its toll!). However, that being said, I don't want to stifle your ideas either. We are looking for any and all ideas and would love to hear your feedback!

 

Thanks!

Grey



Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Matt Moore <innotecture@...>
 

Hi - Looking at this topic last year, some of the previous Earley webinars also had some good stuff in (and they seem to take a pragmatic approach to this stuff) - e.g.
http://info.earley.com/roundtable-intelligent-virtual-agents-reality

I suspect that a key part of this is selecting your initial use cases with care. Scenarios with clearly pre-defined input and outputs will probably work well ("Please reset my Windows password"). Scenarios with high levels of ambiguity ("How do we get world peace?") probably won't.

But I'd be interested to hear about actual implementation examples.

To reinforce Joanna's comment - I encountered these tools in the customer services space (esp. telcos, banks, insurers) and vendors like eGain, Verint, [24]7 - where they are a hot topic. I also found this useful:
https://virtualagentchat.com/category/intelligent-virtual-agent-vendors/

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