1. Khulisa Management Services (Pty) Ltd Building Community and Collaborating with Social Computing Tools Building Community and Collaborating with Social Computing Tools Stacy Langner Khulisa Management Services 25 August 2009

2. Introduction What do we mean by social computing? How can we use these tools? Illustrative case study: Social software in action Challenges encountered Lessons learned

3. What is social computing? Technology that puts power in communities not institutions (Forrester 1 ) Social software supports group interaction Broad, fluid concept Not new - but the toolbox is getting bigger Charron, C., Favier, J. & Li, C.(2006, February 13). Social computing: How networks erode institutional power, and what to do about it. Forrester Research. Charron, C., Favier, J. & Li, C.(2006, February 13). Social computing: How networks erode institutional power, and what to do about it. Forrester Research. Charron, C., Favier, J. & Li, C.(2006, February 13). Social computing: How networks erode institutional power, and what to do about it. Forrester Research. 1. Charron, C., Favier, J. & Li, C. (2006). Social Computing: How networks erode institutional power, and what to do about it. Forrester Research.

4. How can we use social software? “Typical” use = Self-promotion to external audiences multi-purpose Social software can be multi-purpose Used “behind the firewall” it provides opportunities to:  Capitalise on natural social behaviours  Break down silos and improve the flow of information  Leverage and customise existing tools for your own purposes

5. Social software in action Background about Khulisa  Small South African organisation (<50 emp)  Private (for-profit) company  Social research  Focus on international development Growing frustration with lack of knowledge sharing resulting in:  Decreased productivity  Impact on quality of work

6. Social software in action Specific KM challenges at Khulisa:  Divisional silos  Geographically dispersed teams  Short-term staff  Connectivity issues  Varying levels of technical skills  Very culturally diverse

7. Social software in action Starting point = Intranet The tools:  Open Source Content Management Software  Social Bookmarking  Document Sharing  Digital Media Sharing  Social Networking

8. Tool #1: Drupal Content management system www.drupal.org www.drupal.org Open source platform that served as our foundation Pros: -Useful forums on drupal.org -Wide community of users -Extendable – lots of add-on modules available Cons: -Steep learning curve -Custom module development can be tricky

9. Tool #2: Delicious Social bookmarking – “tag” pages while you browse http://delicious.comhttp://delicious.com Using a shared Delicious account, links are displayed on the intranet home page Pros: -Browser buttons are easy to use -Tags can be used to filter items for display on different intranet pages -More efficient than emailing links Cons: -Quality control with shared account -Maintaining common naming and tagging system -Measuring participation?

12. Tool #3: Scribd Document Sharing www.scribd.comwww.scribd.com Use a shared Scribd account and Drupal’s iPaper module to create searchable document repository Upload reports, presentations, training tools, CVs/resomes, etc. KM Manager serves as “gatekeeper” Careful use of privacy settings

13. Tool #3: Scribd Pros: -Full text searching - “Hidden” tool -Documents can be fully embedded into web page -Viewer can comment on documents -Viewers can tag documents Cons: -Requires oversight, less “community- driven” -Embedded documents can be prohibitively slow to load

15. Tool #4: Flickr Photo sharing www.flickr.comwww.flickr.com Using a shared Flickr account, photos are displayed on various intranet pages Use tags to display on relevant pages, plus random image on home page Pros: -Ability to comment and tag -Visual images more interesting than text Cons: -Quality control with shared account -Maintaining tagging system -Uneven participation

16. Tool #5: LinkedIn Social networking www.linkedin.comwww.linkedin.com All staff set up LinkedIn profile when they join the company Use private group to share announcements, facilitate discussions

17. Tool #5: LinkedIn Pros: -Repository of staff expertise -Keep track of / create mutual contacts -Keep up with former employees -Recommendations boost morale Cons: -Not (yet) integrated with intranet -Limited benefits without “champions” - More effort required by users

18. Key Challenges Maintaining momentum Measuring impact and return on investment? Requires significant time to develop a custom system that integrates many tools Converting “Lurkers”

19. Key Lessons Terminology is more intimidating than technology Choose the right tool for the job  Carefully consider needs and options  Don’t choose a tool just because it’s “trendy”  Test in small groups and make adjustments Constant training and reminders Don’t invade personal space

20. Khulisa Management Services (Pty) Ltd Question or Comments? Stacy Langner Khulisa Management Services Phone: 202-316-8954 Email: slangner@khulisa.comslangner@khulisa.com