Enterprise NASA GSFC April 14, 2009 Emma Antunes

What did we set out to do? Redesign our Intranet site to: – Better meet Goddard’s business goals – Improve communication – Make it easier to publish & find Information – Integrate our content & provide a consistent experience – Reduce sustaining operations costs Use Social Media to help us be more competitive & innovative – Encourage collaboration and information sharing & energize the community – Take better advantage of the information & resources we already have 2

Concept Map 3

Design Principles Unify Goddard’s various communication vehicles Provide different views based on facility Take the perspective of the employee: What’s going on? What’s available to me? How can I participate? How do I get answers to my questions? Integrate and complement what we already have; don’t replicate it. Plan for content sustainability Take advantage of existing processes & content sources Don’t expect anyone to change their process for me LESSON: Document these principles & make assumptions explicit 4

Approach Design first, Technology Second – What keeps our community up at night? – What problems could we solve with better access to tools & information? – What information already exists, and who maintains it? – Meet with stakeholders & get their feedback. Iterate! – LESSON: paper mockups are great! Use existing resources – No additional funding – Reprioritize existing developer staff – Take advantage of InsideNASA hosting & software 5

Roles & Responsibilities Sponsored by Center Director’s office – Advised by Chief Knowledge Officer CIO & PAO share responsibility for the site: – Infrastructure & Design: CIO (project manager) – Content and editorial direction: PAO (editor in chief) Elements of the site have different owners: – Main page, services, organizations, announcements: PAO – Phonebook: CIO (phonebook admin) – Classifieds: GEWA (Goddard Employees Welfare Association) 2 Developer Teams – Local developers from CIO staff – lead custom code development – Remote developers from InsideNASA staff – server admin, enterprise authentication, coaching on tools LESSON: Make roles & responsibilities clear 6

Lessons from Stakeholders Design must answer: What’s in it for me? – Always focus on what your customers need to do their jobs Early outreach pays off – Drives engagement & demand – Gives you advocates in the community Listen! Listen! Listen! – No news is “bad” – it’s just data – Online Phonebook improvements came from customers Model the behavior you want – Set expectations – people like knowing – Share what you’re struggling with – you may get help – Make your scope very clear – it means you can say “why” if you have to say “no” Discovery of solutions to problems no one knew they had – New capability & automation enables better workflow 7

Timeline Original Concept – September 2006 Pitch to Senior Management – January 008 Project Milestones: – Project approved – March 2008 – Benchmarking & Metrics analysis: April/May 2008 – Approval to use Spacebook name: June 2008 – First paper prototype: June 2008 – Peer review: July 2008 – Outreach with stakeholders: Ongoing from May 2008 – Design Review: August 2008 – Go live of Phase 1: October 2008 – Design Review for Phase 2: January 2009 – Beta testing of Spacebook: April-May 2009 – Release: May-June

Enough Background! What’d you do?

What can we learn from… – Metrics? – Benchmarking best practices from other NASA sites? – Stakeholders? 10

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Nice Intranet. But where’s the Web 2.0? Enterprise 1.0 has to come first. Without a working intranet to stand on, a social network is just a proof of concept.

Spacebook Features Enhanced Intranet designed around: – User profiles – Forums – Groups – Social Bookmarks Each employee can have his/her own home page – Can publish their own status – Share files – Connect with others and be able to follow others’ activity – Join communities of interest Phased approach – New features to be added on an ongoing basis Participation is voluntary 14

Benefits of Social Media Provides tools for building teams and strengthening networks – Encourages collaboration and information sharing Facilitates: – Communication – Engagement – Transparency – Trust Takes advantage of the information and resources we already have – Harnesses collective intelligence – How many times do we pay consultants to tell us what we already know? 15

Design Soapbox Integrate & Reduce Barriers to entry – No more inboxes! – Not another username and password! – Don’t make users fill out information when we already know what it is! – Don’t make them have to request an account! Address “what’s in it for me” – Give them something that helps them even if they don’t author Plan for user adoption & continued engagement – Keep it simple – don’t throw blogs and wikis at people, consider the context of how they’ll use them & make it easy – Every function must have a responsible content owner, or the content will die – Don’t just focus on bringing people to the door. How will you keep them coming back every day? – Engage early adopters and get commitment from them to post content regularly – Engage group owners to keep them actively using the group functions (then members keep coming back, too) 16

NASA Demographics 17

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Impact of Social Media Change! – Users, not webmasters, edit/publish content – Shift in training needs – new community needs to learn rules/conventions around web publishing – Transparency & Openness - pros & cons FUD about appropriate use – Anyone can publish! Oh no! – Potential issue around “friending” concept & terminology – Mitigation: Education, peer pressure, group moderation, misuse reporting, no anonymous publishing Need for training on social media concepts – How do I use this for work? What are the rules of behavior? 23

Change Happens Keep up the outreach and the iteration

Questions? Emma Antunes GSFC Web Manager (301)