Enterprise 2.0 in Action: Potentials for Improvement of Awareness Support in Enterprises

Transcription

1 Enterprise 2.0 in Action: Potentials for Improvement of Awareness Support in Enterprises Hilda Tellioglu & Simon Diesenreiter Institute of Design and Assessment of Technology Vienna University of Technology, Austria

2 Outline The problem Research approach - Awareness & Enterprise The study Results

3 The Problem Enterprise 2.0 Enterprises - focus on visibility of work practices & efforts - Intranet & special solutions - enterprises skeptical - enterprises expected real case studies, best practice descriptions, success stories... Enterprise 2.0 CSCW - no in depth studies - focus on system-related functions - studies only on SNS - prosumer approach not considered Enterprise 2.0 Managerial journals - applied Enterprise guidelines for management

4 The Problem Enterprise 2.0 Enterprises - focus on visibility of work practices & efforts - Intranet & special solutions - enterprises skeptical - enterprises expected real case studies, best practice descriptions, success stories... Enterprise 2.0 CSCW - no in depth studies + analysis on central concepts like - only awareness, on SNS trust, openness, sharing, efficiency, Enterprise organizational 2.0 Managerial learning, journals knowledge management, cooperation support... - applied Enterprise guidelines for management

5 Research Approach Awareness - as defined in CSCW - awareness mechanisms for user interaction The study: ethnographic research Enterprise 2.0 a guiding template for analysis of SNS mechanisms and technologies in groupware infrastructures

6 Awareness providing a context for team members activities in order to understand each others work (Dourish & Bellott, 1992) a mechanism to enhance coordination and efficiency in team work (Gutwin & Greenberg, 1998) an attribute of action, doing it heedfully, competently, mindfully, accountably (Schmidt, 2002) studied in coordination research in distributed software development

7 Types of awareness in distributed software development informal - presence most important group-structural - roles and responsibilities most important social - availability most important workplace - identity most studied, followed by (past) changes with history tracking or real time changes context

8 Types of awareness in distributed software development informal - presence most important group-structural - roles and responsibilities most important social - availability most important workplace - identity most studied, followed by (past) changes with history tracking or real time changes context our view: creation, share, and presentation of awareness information

9 The Study a software company with distributed offices (150 employees) product: a suite for insurance companies water fall model with three project milestones per year cooperation of several departments sequential 4 steps run at different departments: product management, domain conceptualization, software development, and tests

10 The Method qualitative study: ethnography - investigated our users, their work environment, their individual and cooperative work processes with all artifacts and tools they used - participatory observations - in-depth semi-structured interviews - studied the Intranet and the tools used - audio and video recorded

11 The Tools Used Lotus Notes Sametime Issue Tracking Release Management

12 The Tools Used JIRA: A project overview

13 The Tools Used JIRA: A task overview

14 Results Search Authoring Extensions Links Signals Tags

15 Enterprise 2.0 components comprise awareness mechanisms. to find information, needs algorithms Search structured: Pull indexed, key worded, central Check storage unstructured: Filter tagged, ranked, annotated, distributed storage

16 Enterprise 2.0 components comprise awareness mechanisms. Search Pull Check Filter occurs if data is actively accessed by a person or a system because of its relevance

17 Enterprise 2.0 components comprise awareness mechanisms. Search Pull Check Filter asking for clarification and verification

18 Enterprise 2.0 components comprise awareness mechanisms. Search Pull Check Filter protect the privacy and self-determination in information sharing and provide users the possibility to configure the visualization of the selected data

19 Enterprise 2.0 components comprise awareness mechanisms. Extensions to capture Display & follow users interests by Monitor analyzing their behavior Peripheral Display to recommend users certain actions or access Subscribe onto specific information in particular Sensors areas

20 Enterprise 2.0 components comprise awareness mechanisms. the implicit or explicit signals a given actor uses to show specific aspects of his Extensions Display Monitor Peripheral Display Subscribe Sensors or her current situation, which could be useful or relevant for the other actors in the context

21 Enterprise 2.0 components comprise awareness mechanisms. Extensions Display Monitor Peripheral Display Subscribe Sensors observe the behavior of other colleagues or changes done to an artifact

22 Enterprise 2.0 components comprise awareness mechanisms. a type of pulling in which Extensions Display Monitor Peripheral Display Subscribe Sensors the request is not defined by a person but by an information platform where persons actively look for status of users or other events

23 Enterprise 2.0 components comprise awareness mechanisms. Extensions Display Monitor Peripheral Display Subscribe Sensors allow consumers to register on servers or data repositories for certain information or events, in order to be informed automatically if something is changed

24 Enterprise 2.0 components comprise awareness mechanisms. Display Monitor Extensions Peripheral Display Subscribe Sensors help to register or gather awareness information

25 Enterprise 2.0 components comprise awareness mechanisms. Signals Push notifications sent to users to inform Notify them about news in the system

26 Enterprise 2.0 components comprise awareness mechanisms. information is pushed to Signals Push Notify the person or persons automatically

27 Enterprise 2.0 components comprise awareness mechanisms. to be informed about the Signals Push Notify changes in the awareness system

28 Enterprise 2.0 components comprise awareness mechanisms. a type of pulling in which the request is not defined by a person but by an information platform Signals Push Notify where persons actively look for status of users or other events

29 Results Search Authoring Extensions Links Signals Tags

30 Enter, annotate, rate, and share are identified as emerging awareness mechanisms related to authoring. the possibility of collaborative creation & editing of text in the Internet Authoring Enter Annotate Rate Share

31 Reference is an awareness mechanism for links. to make contents & relations visible to provide context awareness to enable effective search Links Reference

32 Select, mark, and label are awareness mechanisms for tags. keywords used to categorize available information to improve the search process supports user involvement & participation predefined or user-defined Tags Select Mark Label

33 Results Enterprise 2.0 Mechanism Enterprise 2.0 Mechanism Search Pull Check Authoring Filter Display Enter Annotate Rate Share Monitor Extensions Peripheral Display Links Reference Subscribe Sensors Push Select Signals Notify Tags Mark Label

34 Results Enterprise 2.0 Mechanism Enterprise 2.0 Mechanism Search Pull Check Authoring Filter Display Enter Annotate Rate Share Monitor Extensions Peripheral Display Links Reference Subscribe Sensors Push Select Signals Notify Tags Mark Label

35 Results Enterprise 2.0 Mechanism Enterprise 2.0 Mechanism Search Pull Check Authoring Filter Display Enter Annotate Rate Share Monitor Extensions Peripheral Display Links Reference Subscribe Sensors Push Select Signals Notify Tags Mark Label

36 Results Enterprise 2.0 Mechanism Enterprise 2.0 Mechanism Search Pull Check Authoring Filter Display Enter Annotate Rate Share Monitor Extensions Peripheral Display Links Reference Subscribe Sensors Push Select Signals Notify Tags Mark Label

37 Results Enterprise 2.0 Mechanism Enterprise 2.0 Mechanism Search Pull Check Authoring Filter Display Enter Annotate Rate Share Monitor Extensions Peripheral Display Links Reference Subscribe Sensors Push Select Signals Notify Tags Mark Label

38 Intranet solutions established in enterprises are mainly system-related and system-driven. Enterprise 2.0 System-Related Mechanism Pull Search Check Filter Extensions Signals Display Monitor Peripheral Display Subscribe Sensors Push Notify

39 Awareness mechanisms can be categorized into system-related and user-related mechanisms. System-Related User-Related Enterprise 2.0 Mechanism Enterprise 2.0 Mechanism Search Pull Check Authoring Filter Display Enter Annotate Rate Share Monitor Extensions Peripheral Display Links Reference Subscribe Sensors Push Select Signals Notify Tags Mark Label

40 Awareness Mechanisms System-Related User-Related Enterprise 2.0 Mechanism Enterprise 2.0 Mechanism Pull Search Check Authoring Extensions Filter Display Monitor Peripheral Display Subscribe Sensors Push Links Enter Annotate Rate Share Reference inform not only the developers of tools Select but also practitioners working in teams Signals Notify Tags Mark Label

41 Enterprise 2.0 in Action: Potentials for Improvement of Awareness Support in Enterprises Hilda Tellioglu & Simon Diesenreiter Institute of Design and Assessment of Technology Vienna University of Technology, Austria