w w w. f a c t i v a. c o m © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. The Keys to Successful Strategic Positioning of Online Information Services in a Knowledge Environment Anne Caputo Director of Knowledge and Learning, Factiva

w w w. f a c t i v a. c o m © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Online Information Services in a Knowledge Environment – Practical Strategies Toward Integration Anne Caputo Director of Knowledge and Learning, Factiva

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Agenda Managing for competitive performance The ‘Information Triangle’ The Importance of Information Strategy Practical tactics and tools

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Managing Competitive Performance Competitors CustomersSuppliers E-commerce Globalization Economy News Media Company Performance Politics & Culture People & Structure Data Assets Developing competitive response Serving customers better Bring the right products to market quickly Leverage the latest technologies Giving employees the right information access

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. The Information Triangle Information Strategy Information Technology Business function Information or Content Manager ROI, Workflow Content, Relevance, Usage, Training Delivery, integration, security

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Cast of thousands…..

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. All too often... IT projects lack –Right content or knowledge of content –Organization or taxonomy Information professionals lack –Resources or budget –Authority And the business doesn’t know what it doesn’t know

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Information Technology The Challenges –Seeing beyond the bits and bytes to the value of the content –Managing the integration of content into the users desktop –Understanding the return on investment and fitting this in against other business priorities

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Information or Content Managers The Challenges –Developing a strategic or holistic view of the organization’s information use –Addressing the real needs of the organization –Understanding the way in which users work –Broadening the scope to include internal content assets –Customer support, rollout and training

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Content Users The Challenges –Not knowing what they don’t know –Speed and accessibility –Avoiding information overload and information overlook –Understanding return on investment –Integrating usage into workflow

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Creation of Practical Strategies and Tools

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Practical Strategies and Tools A defined and documented information strategy - C-level sponsorship –C-level is CEO, CIO, CTO –Information strategy is too complex to happen otherwise –Identify information strategy owner

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Practical Strategies and Tools Targeted groups with easily defined needs –Who are the information hungry groups? –Why do they need information? –How do they currently find, organize, use and fund information?

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Practical Strategies and Tools Technology that allows flexibility –Content management –XML platform –Integration of internal and external content –Organizing and finding tools

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Practical Tools and Strategies Structural and cultural change –Branding –Marketing –Selling –Expert support Proactive learning Rollout and awareness

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Information Strategy Development Process Enterprise Knowledge Audit Building an information architecture Incorporating into employee workflow Measuring results, feedback and refinement Security Content Management Access Publishing Information Policies Build into employee objectives Incentivize sharing Senior sponsorship Success stories Learning Culture

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Enterprise Knowledge Audit An EKA can identify information gaps, inefficiencies, cost savings and better ways to use information. 0 3 It Starts With a Deep Understanding XWho needs access to information? XWhat information is available? XWhere does it fit into job function workflow? XHow is it collected and distributed? XWhen is it needed? XWhy is it required? XDoes it support the overall business strategy?

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. External news Accounts payable Fee web content Messages LMS Collaboration Tools Internal structured/ unstructured content Word, Powerpoint CRM Partners Building the Information Architecture O r g a n i z a t I o n a l I n t e l l i g e n c e HR T a x o n o m y T e c h n o l o g y e.g., + other systems

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. KM Making Knowledge a Strategic Asset Efficiency Access Intelligence Productivity Strategic Asset SPEED

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Productivity Gain 2005 Simple Search Filtered and indexed Dynamic Metadata Human Behavior KM and Content Management Broader use of taxonomies Information in context Natural Language Processing Up to Sophistication Trends in Information Gathering

2003 Information Online - Sydney © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Overcoming Challenges

w w w. f a c t i v a. c o m © 2002 Dow Jones Reuters Business Interactive LLC (trading as Factiva). All rights reserved. Questions