IDEO on Knowledge Sharing: Web 2.0 Expo NYC
My raw notes from the IDEO presentation on knowledge sharing at the Web 2.0 Expo in NYC - Sept 17/08 @ 9:00AM
http://webexny2008.crowdvine.com/talk/by_track/40
Doug Solomon and Gentry Underwood, IDEO
Approach to knowledge sharing and collaboration
Innovation as a buzzword
Thousands of quotes about innovation
Who is ideo
600 people
30 years
8 offices
What ideo does
First mouse for apple, first laptop, etc.
Resort work in india
n-gage for nokia
Kidney transporter
Prada stores
Kickstart pump
Samsung screens
HBO: cable content, on the web, etc.
Diversity of clients
Design thinking
Human centred work
Social, cultural, cognitive, physical
Don't just ask questions, observe behaviours
Understand, observe, synthesize, (visualize, realize, evaluate, refine), implement
IDEO process
Iterative circle of rapid prototyping (viz, realize, eval, refine): early and often
Clients they work with: clever slide of names (red/white text on black)
Strong desire for disruptive innovation (vs incremental innovations)
From efficiency to innovation
Ford model T to lego blocks (picture)
Industrial age companies to information age
"What we're doing now is right" vs. "the rules are always changing"
Efficient / effective vs. adapt & innovate
Defined, fixed problems vs ambigious, dynamic problems
Divide problems and responsibilities vs. increase communication and collaboration
Products & services (industrial vs. information age cont)
From simple to complex
From products to experiences
Individuals vs. ecosystems
Local vs. global (? - really?)
Hierarchies vs. networks (how orgs are changing)
Nice simple hand-drawn graphics (white hiearchy diagram on black slide)
Distributed organizations
Self contained units in various places around the globe
Sharing between multiple locations is difficult
Adhoc structures
Personal networks are limited by who you know
Find other people across the personal networks
Doug: wrap on who we are, what we're thinking
Knowledge Sharing @ IDEO. Pass to Gentry
Project lead
KS @ IDEO - 1.5 years
Overcome limitations in our org and other structures
Questions: how can we find ways to empower our teams to learn from one another, benefit from experience
How can we connect offices around the world?
Enable collab across skills and passions & interests
Reveal individuals expertise and experience
Experiments with…
Blogs, wikis, telepresence
Social networking, crowdsourcing
The Tube: intranet system
Home for intranet tools we've put together
Combines social networking, with project pages
Incorporated asset management system, tags, commenting, etc.
Spaces - wiki system: working well, more about
Blog system, movable type
Portal type
Released tube in middle of march: everyone got a people page
By Sept, 350 people signed up
Can't force anyone to do anything at IDEO, but graph of adoption
80% adoption
Project pages: over 1000 by August 2008 since March 1/08
Wiki: steady growth - just about 10,000 pages on the system, only 500 people
Very actively used. Very happy with that as well.
Seven Lessons we've learned along the way
1. Build pointers to people
Just get people communicating together
Key bits of info that help you find a person
Facilitate conversation
Get it out of the db, get it into a communication (not just knowledge dumping)
Borrowed ideas about facebook, for example
(IDEO Eyes Open New York (book?))
"Me in 3" - 3 high level statements of who you are, what you do in 3 sentences
Project pages, point back to people
Core team members, contributors list on the project pages
Automated through timecard systems
Rex: marketing content
Shimano bike example
Search example: all interaction designers in Palo Alto
Nice list of faces
Graph view
Shows resources
Slider that pushes project out
Resource slider is so cool
2. Help groups help themselves
Spaces: ThoughtFarmer
Turned it loose, no formal training
Emergence of pages within the system
Every dept: disciplines, interaction design community, have big pages
Keep track of things, meeting notes, etc.
Saw an interesting thing: passions
Spaces dedicated to groups that care about an area: ie: sustainability
Social impact: group has formed since the tool was implemented
Create your own spaces
Benefit of wikis: don't have to set that up all the time
Small team couldn't do it otherwise.
3. Keep it simple and intuitive
Tried about 25 different tools
Simple, but difficult criteria
WYSIWYG editing
LDAP auth
Automatic navigation
No training & setup
ThoughtFarmer logo
Make participation and easy as possible
4. Go where people already are
"work in the flow"
Blogs: lots of staff have blogs
Paralleled email distrib lists
Died in inbox: email where info goes to die
Feedburners: in-house rss to email subscription service
All blogs email
Then customize parts: nice effect - post goes out, everyone gets inbox
Blog posts are being read
Status updates for people pages - large displays
Real time stream of status updates. Very cool flash café screens
Watched status update changes. People know updates will be seen in publci space
Using displays to encourage content creation
Touch service, dig around, etc.
Great responses to put names to faces
5. Reward individual participation
Altruism doesn't quite work
Rewarding to me as an individual
Big spike at the start of the graph: seeded the wiki to start
Benefits info: HR did a lot of work
Took all the benefits, salaries have been recalibrated: all that was done to launch
Carrot that got people involved, rest was history
Motivate to build up people & project pages
"My work" - concept - building a portfolio of work
6. Aggregate the myriad of voices
Content goes through the roof
Good and bad
Gather / filter is tough
Expirimented with different aggregating methods - home pages
Status updates, disciplines, all locations who are new, aggregated blogs, tags, etc.
Nothing new for a web20 perspective, but this is all self-organizing
Projects home, also done the same way
Have a "digg" type button (applause button)
Keep the names involved. Name carries a bit more value in their community
Recently applauded projects
7. Iterate early and often
Larger standing tradition in IDEO - fail early and often, succeed faster
Pushed 20 new features on Monday, every 2 weeks, rolling stuff out
No substitute for putting stuff out there and the org shows you what's working
And what's not
What's next?
Continue to develop stuff
Using own organization as guinea pigs
How IDEO can collaboration with the outside world
Knowledge sharing with our clients
5 or 10 minutes for questions
How does project workload get generated?
System called "the brain" - extension of MS project, forecasting, pulling data out
Using project pages to manage that process
Sketch a team, pick times, feeds the graph (entirely contained)
Easy to use: looks great: associated images, etc.
Tougher things to get: having folks prep images before they go up?
How do get UI to get people to add images.
A: bulk uploading (many at once)
IDEO has a visual culture - spaces to put them, community wants to put them in there
Some images auto added (digital asset mgmt system)
How many in the team? KS
Started with team of 3 or 4, did research, strategy, HF
6 or 7 people
Networked graph: need help, body of contractors, come in and help
Another 20 people who contributed, but core team
Ways that you track or quantify benefits?
No quantitative ways (other than growth / utilization): key metric
But not an ROI to our business
Qualitatively, a ton of feedback
Helping people share across offices - Palo Alto to Munich
Migrate from IDEO to the world? How does that work?
Fairly early: insight gathering (ethnog) to innovation, concept generation
Ways that we can involve communities, broader in reach
Add to our one on one in person, with virtual insight gathering?
Project pages? What's sorts of info is in there?
Vision: from lead, to team working on it, to sanitized version of key assets, process, research docs, sanitized, sometimes marketing team (professional quality story telling assets) - what it's done
All the people involved, what they did. Name of a project gets discussed, go in and look
How do you deal with negative aspects of intranets? Not everyone wants to participate in
Knowledge sharing that jeopardizes the whole network?
Fortunate that the culture at IDEO is collaborative. Hired on basis of working with others.
No issues: system is transparent, no locks on the doors, haven't had any malicious behaviours
No negative effects, other settings, perhaps, openness, transparency and trust, works well in IDEO.
http://webexny2008.crowdvine.com/talk/by_track/40
Doug Solomon and Gentry Underwood, IDEO
Approach to knowledge sharing and collaboration
Innovation as a buzzword
Thousands of quotes about innovation
Who is ideo
600 people
30 years
8 offices
What ideo does
First mouse for apple, first laptop, etc.
Resort work in india
n-gage for nokia
Kidney transporter
Prada stores
Kickstart pump
Samsung screens
HBO: cable content, on the web, etc.
Diversity of clients
Design thinking
Human centred work
Social, cultural, cognitive, physical
Don't just ask questions, observe behaviours
Understand, observe, synthesize, (visualize, realize, evaluate, refine), implement
IDEO process
Iterative circle of rapid prototyping (viz, realize, eval, refine): early and often
Clients they work with: clever slide of names (red/white text on black)
Strong desire for disruptive innovation (vs incremental innovations)
From efficiency to innovation
Ford model T to lego blocks (picture)
Industrial age companies to information age
"What we're doing now is right" vs. "the rules are always changing"
Efficient / effective vs. adapt & innovate
Defined, fixed problems vs ambigious, dynamic problems
Divide problems and responsibilities vs. increase communication and collaboration
Products & services (industrial vs. information age cont)
From simple to complex
From products to experiences
Individuals vs. ecosystems
Local vs. global (? - really?)
Hierarchies vs. networks (how orgs are changing)
Nice simple hand-drawn graphics (white hiearchy diagram on black slide)
Distributed organizations
Self contained units in various places around the globe
Sharing between multiple locations is difficult
Adhoc structures
Personal networks are limited by who you know
Find other people across the personal networks
Doug: wrap on who we are, what we're thinking
Knowledge Sharing @ IDEO. Pass to Gentry
Project lead
KS @ IDEO - 1.5 years
Overcome limitations in our org and other structures
Questions: how can we find ways to empower our teams to learn from one another, benefit from experience
How can we connect offices around the world?
Enable collab across skills and passions & interests
Reveal individuals expertise and experience
Experiments with…
Blogs, wikis, telepresence
Social networking, crowdsourcing
The Tube: intranet system
Home for intranet tools we've put together
Combines social networking, with project pages
Incorporated asset management system, tags, commenting, etc.
Spaces - wiki system: working well, more about
Blog system, movable type
Portal type
Released tube in middle of march: everyone got a people page
By Sept, 350 people signed up
Can't force anyone to do anything at IDEO, but graph of adoption
80% adoption
Project pages: over 1000 by August 2008 since March 1/08
Wiki: steady growth - just about 10,000 pages on the system, only 500 people
Very actively used. Very happy with that as well.
Seven Lessons we've learned along the way
1. Build pointers to people
Just get people communicating together
Key bits of info that help you find a person
Facilitate conversation
Get it out of the db, get it into a communication (not just knowledge dumping)
Borrowed ideas about facebook, for example
(IDEO Eyes Open New York (book?))
"Me in 3" - 3 high level statements of who you are, what you do in 3 sentences
Project pages, point back to people
Core team members, contributors list on the project pages
Automated through timecard systems
Rex: marketing content
Shimano bike example
Search example: all interaction designers in Palo Alto
Nice list of faces
Graph view
Shows resources
Slider that pushes project out
Resource slider is so cool
2. Help groups help themselves
Spaces: ThoughtFarmer
Turned it loose, no formal training
Emergence of pages within the system
Every dept: disciplines, interaction design community, have big pages
Keep track of things, meeting notes, etc.
Saw an interesting thing: passions
Spaces dedicated to groups that care about an area: ie: sustainability
Social impact: group has formed since the tool was implemented
Create your own spaces
Benefit of wikis: don't have to set that up all the time
Small team couldn't do it otherwise.
3. Keep it simple and intuitive
Tried about 25 different tools
Simple, but difficult criteria
WYSIWYG editing
LDAP auth
Automatic navigation
No training & setup
ThoughtFarmer logo
Make participation and easy as possible
4. Go where people already are
"work in the flow"
Blogs: lots of staff have blogs
Paralleled email distrib lists
Died in inbox: email where info goes to die
Feedburners: in-house rss to email subscription service
All blogs email
Then customize parts: nice effect - post goes out, everyone gets inbox
Blog posts are being read
Status updates for people pages - large displays
Real time stream of status updates. Very cool flash café screens
Watched status update changes. People know updates will be seen in publci space
Using displays to encourage content creation
Touch service, dig around, etc.
Great responses to put names to faces
5. Reward individual participation
Altruism doesn't quite work
Rewarding to me as an individual
Big spike at the start of the graph: seeded the wiki to start
Benefits info: HR did a lot of work
Took all the benefits, salaries have been recalibrated: all that was done to launch
Carrot that got people involved, rest was history
Motivate to build up people & project pages
"My work" - concept - building a portfolio of work
6. Aggregate the myriad of voices
Content goes through the roof
Good and bad
Gather / filter is tough
Expirimented with different aggregating methods - home pages
Status updates, disciplines, all locations who are new, aggregated blogs, tags, etc.
Nothing new for a web20 perspective, but this is all self-organizing
Projects home, also done the same way
Have a "digg" type button (applause button)
Keep the names involved. Name carries a bit more value in their community
Recently applauded projects
7. Iterate early and often
Larger standing tradition in IDEO - fail early and often, succeed faster
Pushed 20 new features on Monday, every 2 weeks, rolling stuff out
No substitute for putting stuff out there and the org shows you what's working
And what's not
What's next?
Continue to develop stuff
Using own organization as guinea pigs
How IDEO can collaboration with the outside world
Knowledge sharing with our clients
5 or 10 minutes for questions
How does project workload get generated?
System called "the brain" - extension of MS project, forecasting, pulling data out
Using project pages to manage that process
Sketch a team, pick times, feeds the graph (entirely contained)
Easy to use: looks great: associated images, etc.
Tougher things to get: having folks prep images before they go up?
How do get UI to get people to add images.
A: bulk uploading (many at once)
IDEO has a visual culture - spaces to put them, community wants to put them in there
Some images auto added (digital asset mgmt system)
How many in the team? KS
Started with team of 3 or 4, did research, strategy, HF
6 or 7 people
Networked graph: need help, body of contractors, come in and help
Another 20 people who contributed, but core team
Ways that you track or quantify benefits?
No quantitative ways (other than growth / utilization): key metric
But not an ROI to our business
Qualitatively, a ton of feedback
Helping people share across offices - Palo Alto to Munich
Migrate from IDEO to the world? How does that work?
Fairly early: insight gathering (ethnog) to innovation, concept generation
Ways that we can involve communities, broader in reach
Add to our one on one in person, with virtual insight gathering?
Project pages? What's sorts of info is in there?
Vision: from lead, to team working on it, to sanitized version of key assets, process, research docs, sanitized, sometimes marketing team (professional quality story telling assets) - what it's done
All the people involved, what they did. Name of a project gets discussed, go in and look
How do you deal with negative aspects of intranets? Not everyone wants to participate in
Knowledge sharing that jeopardizes the whole network?
Fortunate that the culture at IDEO is collaborative. Hired on basis of working with others.
No issues: system is transparent, no locks on the doors, haven't had any malicious behaviours
No negative effects, other settings, perhaps, openness, transparency and trust, works well in IDEO.
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