Category Archives: Web 2.0

Reducing the barriers to effective intranet use

wall by Giuseppe Bognanni
Barriers to Intranet Use from Forrester:
[Via The FASTForward Blog]

Forrester recently released a report on What’s Holding Back Your Intranet? They were nice to share a copy with me. They found that 93% of employee respondents said they use an intranet or company portal (Forrester uses the terms interchangeably) at least weekly, and more than half reported daily use. However, they found that these intranets were mostly accessed for basic functions such as company directory, benefits information, and payroll. Access to collaborative tools, what some might called an enterprise 2.0 capability was ranked fourteenth.

At the same time studies have shown that a highly functional intranet can provide great value. A 2009 study at BT found that every £1 invested in the intranet produced £20 in exploited value. This certainly is consistent with my experience implementing such system in the late 90s. Despite this firms are underutilizing their intranets. They found several reasons.

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Why don’t employees use an intranet? Particularly if it can return twenty times on its investment?

One of the reasons is that the intranet is simply not geared to what the employees want and need. A lot of effort is often spent on optimizing an external website but little is often spent on doing the same for an internal site.

Then there is this:

Most current intranets also do not reflect and support the specific roles and responsibilities of their users. The one size fits all approach is consistent with an IT centric intranet as it is easier and cheaper to maintain.

Too often IT buys an application that promises a strong and collaborative intranet. But this one size fits all makes it very hard to provide something that works in the culture of the organization. That is why I like Open Source approaches. The open nature of the software not only means that it can often stay current with fast moving trends (something a proprietary solution can often be far behind in implementing) but it also provides a much easier opportunity for internal employees or external consultants to craft a solution that works best.

However, the major barrier is simply that few people see why they should change their workflow to adopt new online approaches. The online approaches are optimized for IT, not the employees. And no one really works to facilitate adoption of new approaches.

That is something I constantly harp on when I work with organizations. Few people use social media because it is good for the community. They use it because it helps them personally. Someone needs to actually show them how Enterprise 2.0 will change their personal workflow. Then people will start really using it.

And then the emergent properties of Web 2.0 – that it enhances normal human interactions in ways to really leverage group workflow – will become visible.

All these things will happen eventually. But part of the way to increase the rate of diffusion of change in a company is to decrease the time it takes to adopt new approaches. This is just one example.

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Thinking by design

For anyone not already in IDEO’s PR reach, Tim Brown’s presentation at TED in July has been posted. Tim does a great job talking about how design become a narrow profession—”a priesthood of folks in black turtlenecks and designer glasses working on small things.” And in talking about how design can become something more.

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Design Thinking

Design thinking provides a nice model for fostering innovation. Many of my ideas deal with how to move innovations, particularly disruptive innovations, though a community.

But someone has to create the innovations to begin with.

The TED talk is wonderful because it brings a whole systems approach to the problem. Instead of thinking small and only focussing on one area, design thinking encourages people to see how everything fits together and design innovative approaches to achieve the goal.

The key is to then get these innovations adopted by the community. That can be tough.

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Turning medicine on its head

reverse by psyberartist
It’s Time to Turn to Research’s Most Valuable, Yet Underutilized Resource: Patients:
[Via FasterCures]
By Margaret Anderson, COO, FasterCures

A piece in yesterday’s New York Times, Research Trove: Patients’ Online Data, recounts the story of a young woman stricken by a rare pulmonary disease, and her attempts to raise money and connect a network of scientists to research her ailment. In collaboration with a Harvard cancer researcher, she launched a Web site for others facing her same diagnosis, on which patients could share symptoms and report health information.
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Much of our medical system uses a top-down approach, where the doctor, informed by his colleagues, current research or, most likely, pharmaceutical representatives, tells the patient what to do or what drugs to take.

But, with the access to the internet, more and more patients are telling their doctors about their ailments. They are taking a more active role in their therapies. online tools now make it even easier.

Patients can now organize around diseases, raise money and work for therapies in ways that could actually change the entire paradigm of medical research. What happens when medicine becomes patient-driven, where the responsibility shifts?

It could be very problematic, since many people really do not want to be active. they want the doctor to tell them what to do in order to become well. Many doctors are effectively trained to respond in this way. But some people are seeking a different approach. It will be interesting to see if social media approaches can alter the current paradigm and to what extent.

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Tell stories

storytelling by Rusty Darbonne
Explainer Tip: Remember the Curse of Knowledge:
[Via Common Craft – Explanations In Plain English –]

One of the books that I read just before creating our first videos was Made to Stick by Chip and Dan Heath. More than almost any other, this book helped me see new opportunities to present ideas in a unique way. One idea from the book really stands out – it’s The Curse of Knowledge <insert scary music.>

We’ve all experienced it – in talking to a doctor, an engineer or academic, we get lost. Despite their best efforts, they explain a topic using words and examples that don’t make sense to a beginner. These people are suffering from the Curse.

The idea behind the curse of knowledge is that the more we know about something, the harder it is for us to explain it to someone who knows nothing. We have a hard time being able to imagine what it’s like not to know. For example, think about a lawyer who spent his life reading and writing legal documents, talking to lawyers all day every day, etc. When you ask this lawyer about tort reform, you’re likely to get an explanation that confuses you more. This person knows too much to answer your question in a language you understand.

We’re all guilty of having the curse. We all have something in our life that we know very well – perhaps too well to explain easily. The key is know that the curse exists. To be able to recognize the challenge before you. Here’s how:

Consider every word. Sometimes a word that is completely natural to you can doom an explanation. For example, let’s say you’re a financial planner and you sit down with a young couple and they seem to get everything you’re saying. Then you mention “amortization” as if it were any other word. You use it every day and the people around you do too. It may seem that amortization is perfectly normal. But it’s not – their eyes glaze over and the explanation takes a turn for the worst. You have the curse.

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What Common Craft does is tell great stories. This is the easiest model for communication between diverse communities that may not have a common language.

Communities tend to develop language, slang and even stories that really only promote communication within the group. Jargon is used to separate those in the know with those who are outsiders. It can be used to tell who is in and who is out.

If an organization want to interact, if it wants to collaborate, it has to destroy jargon, it has to create common stories that permit understanding to take hold.

Most of what we deal with every day is really too complex to easily discuss and evaluate without years of experience and lots of jargon. In fact, few people actually think like that. They create heuristics, rules of thumb, that permit them to deal with complexity.

in many cases, these heuristics can be exemplified by stories and metaphor. When people view their speech as stories, they often make the sort of simplifying changes that are needed for effective communication with those outside the group.

Because stories often are used to communicate very complex ideas but in terms that anyone can understand. Watch any Common Craft video.

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Systems thinking

Systems Thinking: Ancient Maya’s Evolution of Consciousness and Contemporary Thinking:
[Via Ackoff Center Weblog]

Posted by Assistant Professor Tadeja Jere Lazanski, University of Primorska, Portoroz, Slovenia on his blog: “Systems thinking is a framework that is based on the belief that the component parts of a system can best be understood in the context…

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I may not hold with all the aspects of this model but it certainly could be a nice starting point for an interesting conversation of using synthetic approaches to solve problems. At least now I can understand why I should be excited about 2012.

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I’ve been thinking

I’ve taken a little break reading and thinking. I’ve spent the last few days working on some ideas regarding the traversal of innovations across a community and then working on the data to support these ideas. I’m really excited by some of the information my model fits now.

I’m developing a process that will help an organization whose business depends on innovations. I hope to have a set of tools based on published data that will facilitate the adoption of change. I’ll be writing about these over the coming weeks.

I’ll also get back to blogging. Should be fun.

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Using crowds to solve problems

crowd by James Cridland
Get Ready to Participate: Crowdsourcing and Governance:
[Via Confessions of an Aca/Fan]

Crowdsourcing and Governance

by Daren C. Brabham

It’s been three years since Jeff Howe coined the term “crowdsourcing” in his Wired article “The Rise of Crowdsourcing.” The term, which describes an online, distributed problem solving and production model, is most famously represented in the business operations of companies like Threadless and InnoCentive and in contests like the Goldcorp Challenge and the Doritos Crash the Super Bowl Contest.

In each of these cases, the company has a problem it needs solved or a product it needs designed. The company broadcasts this challenge on its Web site to an online community–a crowd–and the crowd submits designs and solutions in response. Next–and this is a key component of crowdsourcing–the crowd vets the submissions of its peers, critiquing and ranking submissions until winners emerge. Though winners are often rewarded for their ideas, prizes are often small relative to industry standards for the same kind of professional work and rewards sometimes only consist of public recognition.

Recognizing that not all creativity and innovation resides in-house, some organizations are looking for connections to outside innovators. New social tools allow them to make connections, through such sources as InnoCentive. When done well, these approaches can not only produce new ideas but help vet these ideas for suitability.

This approach can work in areas other than for-profit settings. Think non-profit biomedical institutions or government.

Though you’d be hard pressed to see them ever use the word “crowdsourcing,” one such example of crowdsourcing in governance is Peer-to-Patent. Begun in June 2007, Peer-to-Patent is a project developed by New York Law School’s Institute for Information Law and Policy, in cooperation with the U.S. Patent and Trademark Office (USPTO). The pilot project engages an online community in the examination of pending patent applications, tasking the crowd with identifying prior art and annotating applications to be forwarded on to the USPTO. The project helps to streamline the typical patent review process, adding many more sets of eyes to a typical examination process.

Another attempt to use crowdsourcing in public decision-making is Next Stop Design, a project with which I am involved that asks the crowd to design a bus stop for Salt Lake City, Utah. With Thomas W. Sanchez and a team of researchers from the University of Utah, we’re working in cooperation with the Utah Transit Authority (UTA) and funded by a grant from the U.S. Federal Transit Administration. On the Next Stop Design Web site, you can register for free, submit your own bus stop designs and ideas, and rate and comment on the designs of others. Launched on June 5, 2009, the project runs through September 25, 2009, and the highest rated designs will be considered for actual construction at a major bus transfer stop in Salt Lake City. Winning designs will be publicly acknowledged and included on a plaque affixed to the built bus stop.

It will take some changes in viewpoints but the ability of the public to directly engage important aspects of government should only enhance policy. Obviously, this approach could not be used in every area but careful positioning of the approach could have real consequences.

There is much potential for crowdsourcing in government, certainly as one of an array of social media methods quickly being embraced by all levels of government. President Obama has made his intentions with technology and transparency in government clear. His appointment of Beth Noveck, the New York Law School professor who launched Peer-to-Patent, as Deputy Chief Technology Officer for Open Government, makes his intentions very clear. I predict over the next two years we’ll see in the U.S. a rapid proliferation of government by the crowd, for the crowd. Get ready to participate.

It will be interesting to see if this approach also harnesses some of the social commitments seen in the Millennials. This generation is already connected and has shown some strong willingness to work on social needs. I think that the impact of these approaches may be greater in non-profit settings than in for-profit. By engaging people in the charitable work in ways that easily make them a part of the process, non-profits have an advantage that few for-profits do.

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Some new stuff

If you look over to the far righthand column under information, you will see several new pages on the website. I’ve had these online for a while but have only just recently figured out how to get them formatted and in the proper order for the Information column.

The new pages deal with Diffusions of Information in a Community. They provide a stp by step understanding of how data becomes knowledge, how individuals chose to adopt an innovation and how these changes then traverse a community.

They should distill a lot of information into reasonable sizes and make it easier to understand the process. There are also links to PDF versions of each.

Enjoy

Innovating with elephants

Energy, innovation and elephants:
[Via Andrew Hargadon]

There’s nothing like money to bring out the dogma in people, and there’s nothing, if not money, in the $150B energy innovation plan of the Obama administration.

The ensuing dogma surfaces around how to best spend that money. On the one side are those arguing that we need to invest in deploying existing technologies (the latest in solar, wind, and energy efficiency)—on the other side are those arguing such federal investments in existing technologies would starve the basic research activities that will bring us the truly breakthrough technologies we need. Nowhere is this debate more starkly represented than in the (barely) civil dialog between Joe Romm and the Breakthrough Institute. Andy Revkin, of the NYT and his blog, Dot Earth, describes this debate:

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A really nice discussion of two important viewpoints. And the metaphor of the blind men and the elephant is one of my favorites.

Because collaboration can help us gain a truer understanding of the world than a single view. If the blind men talked with each other, then they could actually describe an elephant. Just as more open discussion could provide a better understanding of where to put the money.

But respect for other views is a requirement for this to work. If the blind men went around saying all the other views were full of crap, then no real understanding could occur. Same with these sorts of discussions.

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It’s the people, not the network

network by Arenamontanus
Too much networking?:
[Via Cosmic Log]

Open-source communities may suffer from “an overabundance of connections,”
an information policy researcher suggests in the journal Science.

Are geeks guilty of groupthink? A network expert argues that less social networking would produce more radical innovation on the Internet.

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This is a provocative statement, that some communities are too connected, thus reducing diversity and the ability to innovate. I would make the statement that the level of connectedness is more reflective of the type of people involved and indicates a community that is not properly constructed to permit innovations to rapidly traverse the community.

That is, the problem stems from the type of people involved, not the network itself.

I’ve written a bit about how communities process innovations, how they propagate and how they are adopted. Each community has its innovators, its early adopters, the early and late middle and its laggards. In most communities, the relative numbers of each of these 5 groups follows a bell curve. Roughly 16% are early adopters and innovators, 16% are laggards and the majority is in the middle.

Diffusionofinnovation

One of the main differences seen between these 5 groups comes from the number and types of social connections they make. The early and late majorities mainly only connect with themselves and others in the community. These are the greatest sources of groupthink. They are the incremental thinkers, those that get together and talk about how to make small changes. They listen to each other and provide mutual support. They are often skeptical of new things but incremental works well for them.

The key measure of the majority is that they will usually only adopt a new innovation when told to do so by someone, from the community, that they trust and respect. They do not like to be the first one in a community to adopt an innovation. They are comfortable with what currently works.

The innovator group, on the other hand, have a large number of connections outside the community. They bring in the odd ideas, the weird bits of information that can generate new ideas and innovations.

They are the ones who say “Hey, my Uncle Bob heard about someone who fixed the a similar problem, only he used this really weird algorithm.” Innovators love to solve problems and search the world for data that can help them learn.

Now, innovators are generally not held in very high esteem by the community. They are disruptive and as often have ideas that are useless as they do ones that are useful. They love new stuff because it is new, not always because it is useful. They are seldom seen as community leaders and often have greater freedom, either financial or situational, that allows them to pursue the novelties they love. Because of their extensive outside connections, if their work is not supported by the community, they can often leave to find those communities that will support them.

A lack of innovators means that fresh, creative ideas are not easily brought into the community.

Early adopters are the important filters here. They often have enough outside contacts to be able to understand where the innovator is coming from. They are very good at figuring out which of the many ideas that the innovator tosses out are actually useful to the group. They’re the interface between the community and innovators.

Early adopters are usually community leaders. They are the ones that promulgate the great ideas that the innovators come up with to the rest of the community. By being right, by helping the community, they gain a lot of power and prestige.

So, the majority looks to the early adopters to push innovation and change, not the innovators. The latter are just too disruptive to the clean, stable processes preferred by the majority in the middle.

A lack of early adopters means that innovators are not easily supported by the community and that useful new ideas have a much harder time getting the notice of the majority.

There are not enough filters to properly present useful ideas to the community. Innovators simply appear disruptive. Useful new ideas do not traverse the community because there are not enough trusted people presenting creative ideas.

I would suggest that the problem is not the vast number of connections amongst the groups, that the problem is not the internet. It is that these online groups, may have coalesced in ways that diminish the power of this 5 group adoption curve. In most real life communities, at least the successful ones, the innovators and early adopters number about 16%. About 65% make up the early and late middle.

Perhaps these online communities have very different makeups. Perhaps the percentage of the middle is much larger, since it is now so easy to connect, and the middle feels much more comfortable connecting with those that already think like them.

In describing these networks, the author makes the point that they mainly connect to each other. This sounds exactly like a group of early and late majority. If a community is made up of mainly people like this, say 80%, then the lack of enough early adopters could have a strong effect on the adoption of innovation.

The early adopters are the gatekeepers for novel and useful ideas in the community. If the number of early adopters is lower than normal, the number of new ideas that can traverse the community is greatly decreased. Consequently, there will be less support for the innovators, who may very well go find other communities that they can innovate with.

The ease with which the Internet allows connections to be made means that innovators will have many more routes available to them. In real life, they can not easily move beyond the community they inhabit. On the Internet, it is easy. So they may leave to greener pastures.

This may also pull along some early adopters, who, after all, like to be the ones who act as filters and to gain the community respect that comes from helping to disperse new ideas. This could result in a positive feedback loop that greatly decreases the numbers of innovators and early adopters, leaving a community of mainly the middle. This would seem to fit the description of the article.

It is the makeup of the humans involved in the network, not the network itself, that is the problem.


I would suggest that the key bottleneck to innovation in Open Source projects is the lack of a sufficiently high number of early adopters.

This would explain the lack of outside connections, as early adopters and innovators have the majority of these. Without early adopters to funnel their ideas, innovators will leave for greener pastures.

On the flip side, if there were enough early adopters, their ability to pull in innovators who have ideas that would help the community, the key aspect of an early adopter, would allow the flow of innovative ideas into the community.

So how to increase the number of early adopters, which will then attract innovators and permit novel ideas to traverse the community? Well, one could advertise on Craig’s list, I suppose. Far easier would be to find a way to take the early adopter’s in the community already and find a way to increase their power, to artificially raise their numbers.

Many of the ideas suggested in the article, such as skunk work projects, are really just ways to isolate a group from the community. This would tend to increase the relative numbers of innovators and early adopters. They will be drawn to new things like ants to honey.

These are ways to prime the pump, to create a situation in the community where the early adopters have a much larger impact with higher representation than they do in the general community.

But this is somewhat indirect. Why not utilize the metrics available in the network to identify who falls into each group? Some companies are already doing this, because the way an early adopter appears in a network is different than a late majority.

Making a greater effort to identify and accumulate early adopters in the community by using the Internet itself would be very informative. Increasing the impact of early adopters would attract and support more innovators, providing more ideas to the community. If the level of early adopters is less than expected, say under 10% then efforts must be made to increase this percentage, either actually or relatively.

To bring in more early adopters would require a campaign of some sort to attract people with the right connections. Initially, this may not be easy. Better to artificially increase the relative numbers of early adopters.

So, take the early adopters that are already present and create a ‘new’ community, an artificial one, where their numbers would be much higher. Put them together, along with some innovators and let them go at it.

Again, this is kind of what is suggested in the article, but with much less discussion about why it might work. In the real world, early adopters and innovators are usually kept separate from the main group by putting them in places like Research. A difficulty with online networks is that there is not often a defined process to isolate these people and thus increasing their numbers to the point where their talents are actually useful.

In the large, efficient networks that are possible using Internet technology, the early adopters and innovators may get swamped out, becoming too small a percentage to actually affect change.

The solution is to find ways to identify and isolate them from the community but in ways that use their important attributes to help the group.

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