SAP Technical Knowledge Exchange SAP Labs Innovation Project Kathleen Meyers Simplification Group, SAP Labs Phone :

What is it? SAP Technical Knowledge Exchange Global community of people interested in high-quality, technical SAP content SAP facilitates a vibrant SAP technical community for knowledge transfer/exchange Goals of community from lowering support costs to “innovation creation” Creation of marketplace for content and services

Evolution of a Research Project: Project Background 1.How can we package content in innovative ways?  Longer development cycle for printed materials  Quickly outdated 2.How do others package content? Are they successful?  Competitive analysis – online delivery most successful  Internal analysis – many channels, often overlapping information 3.One repository for all information! New idea or different spin? 4.Initial scope too broad  Foster community atmosphere  Target technical issues 5.Approval of Innovation Project “Knowledge Exchange”

Research Project Scope 1.Conduct detailed market analysis  Analysis of others in industry as well as SAP-related sites 2.Conduct detailed financial analysis 3.Determine content and define content development process a)Create audience profile b)Collect content requirements from audience c)Specify content development requirements from owners 4.After 8-week research, develop business case for online technical community  Define business and process models  Create development plan  Secure approval and support from content contributors, so that development begins “day after project approval”

Competitive Profile of Online Technical Communities  Eight online technical community sites profiled Microsoft Developer Network Microsoft Solutions network (no website available for review) IBM DeveloperWorks Oracle Technology Network Oracle Application Network Oracle Learning Network Sun Java Developer Network Cisco Networking Professionals Connection  Communities profiled based on several factors: Revenue sources and subscription fees Target audience Technical features and interactivity Content downloads available and site searches available Community operations and governance

Different Focuses and Strategies of Profiled Communities IBM Dev. Network MSDN ORACLE Learning Network ORACLE Technical Network ORACLE Apps Network Sun Java Dev. Network Cisco Tech. Prof. Network MS Solution s Network Role: Community E-Commerce Channel Strategy: Innovation Sales Narrow Broad Focus Online Delivery Repository / Online support

Profile of SAP Online Technical Communities  16 external online technical communities profiled, including: + other country- and industry-specific user groups  Five SAP internal sites profiled service.sap.com including sub-categories, such as technology pages service.sap.com help.sap.com CCCNet  Each community was profiled on similar factors as non-SAP sites Audience, content, features, fees, …

Quality of Content Attracts Members  Common community traits Bookstore or link to bookstores that allow members to purchase help references News and articles Event calendar Monthly newsletter  Quality community traits Interactive, dynamic sites Discussion forum allowing members to post and reply to messages Online events and live chat Training info and tutorials Repositories for uploading and downloading documents or code Job postings (network of consultants for hire)

Knowledge Exchange Content Various Levels of Technical Information by: Interest group (interfaces, security, data transfer, archiving…) Functional area (BW, SCM, CRM, etc. and technology associated with it) Software release, version, or patch level Possible Content Sample content, like programs, test plans, info cubes and more Add-ons Preconfigurations Tools and solutions Simulations and virtual classroom sessions Customer experiences White papers and other documentation Discussion forums and chat Marketplace for content Articles and books (whole and partial) News and updates …

Why Technical Knowledge Exchange? Benefits Increased knowledge transfer/exchange (More) direct connection to SAP  Influence development process  SAP monitoring of interests, burning issues, bottlenecks Faster response to questions, resolution of problems  Translates to improved and expanded support at reduced costs Accelerated adoption of new products  Single, reliable source for information on implementation Innovation  Increased collaboration and idea exchange

What Do You Think? Are you a member of an online community? How often do you participate? Daily, weekly, monthly… Do you find answers and solutions to your questions or issues? What content are you most interested in? What features do you like most and least in online communities, like the ones mentioned? If you could design the perfect online community, how would it look and perform?

Additional Information Survey: Article on technical communities using the MSDN example: kpt=zdnncmrttutechupdate.zdnet.com/techupdate/stories/main/0,14179, ,00.html?ch kpt=zdnncmrttu Questions, Comments, Feedback to: Kathleen Meyers Simplification Group SAP Labs, Inc. Palo Alto, CA 94304’ Phone: On or before December 21, 2001, please!!