Coveo-Intranet-of-Everywhere-Webinar-Slides
Coveo-Intranet-of-Everywhere-Webinar-Slides
Coveo-Intranet-of-Everywhere-Webinar-Slides
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The <strong>Intranet</strong> <strong>of</strong> <strong>Everywhere</strong>Deploying a Search-Driven InformationArchitecture to Address <strong>Intranet</strong> ChallengesTucker HallDirector, Industry Communication<strong>Coveo</strong>Chip BrushSenior Systems Engineer<strong>Coveo</strong>
Predictive, Contextual Knowledge<strong>Coveo</strong> search & relevance technology harnesses informationfrom anywhere, and recommends knowledge and experts relevant to the context <strong>of</strong>users
Search & Relevancetechnology - solutions175 employees700 installations60 SI partners globally2 global alliances1 technology platform
Clients Across Industries, Around the Globe
<strong>Intranet</strong>s…a long history1989: Berners-Lee’s World Wide Web1993: Mosaic browser1993: Corporate intranets1996: Frontier’s <strong>Intranet</strong> Genie1998: Google.com2000: Lotus Domino2001: Micros<strong>of</strong>t SharePoint2004: Confluence 1.02005: “Web 2.0” coined2008: Yammer2009 Connections, Igloo, Interact, Jive, Socialcast,Chatter, Newsgator, ThoughtFarmer, etc.
<strong>Intranet</strong>s…a long history1989: Berners-Lee’s World Wide Web1993: Mosaic browser1993: Corporate intranets1996: Frontier’s <strong>Intranet</strong> Genie1998: Google.com2000: Lotus Domino2001: Micros<strong>of</strong>t SharePoint2004: Confluence 1.02005: “Web 2.0” coined2008: Yammer2009 Connections, Igloo, Interact, Jive, Socialcast,Chatter, Newsgator, ThoughtFarmer, etc.• Email• Groupware & Directories• One-to-many publishing• Navigation & search
Challenge: Connecting Workers with KnowledgeFebruary 26, 1996Source: “Here Comes The <strong>Intranet</strong>”, 1996
<strong>Intranet</strong>s…a long history1989: Berners-Lee’s World Wide Web1993: Mosaic browser1993: Corporate intranets1996: Frontier’s <strong>Intranet</strong> Genie1998: Google.com2000: Lotus Domino2001: Micros<strong>of</strong>t SharePoint2004: Confluence 1.02005: “Web 2.0” coined2008: Yammer2009 Connections, Igloo, Interact, Jive, Socialcast,Chatter, Newsgator, ThoughtFarmer, etc.• Wiki-style portals• User-driven publishing• Collaboration & workflow• Central knowledge curation
Challenge: Connecting Workers with Knowledge2001Source: http://www.idc.com
<strong>Intranet</strong>s…a long history1989: Berners-Lee’s World Wide Web1993: Mosaic browser1993: Corporate intranets1996: Frontier’s <strong>Intranet</strong> Genie1998: Google.com2000: Lotus Domino2001: Micros<strong>of</strong>t SharePoint2004: Confluence 1.02005: “Web 2.0” coined2008: Yammer2009 Connections, Igloo, Interact, Jive, Socialcast,Chatter, Newsgator, ThoughtFarmer, etc.• Enterprise social• Real-time collaboration & IM• Microblogs, news streams• Advanced workflow, governance
25 Years Later: Connecting Workers with KnowledgeJune 16, 2014• Knowledge workers spend 16% <strong>of</strong> their timesearching for information• They spend an additional 10% <strong>of</strong> their timeconsolidating & analyzing information fromone or more sources• Knowledge workers find the informationthey need only 56% <strong>of</strong> the timeSource: The Knowledge Quotient: Unlocking the Hidden Value<strong>of</strong> Information Using Search and Content Analytics (June 2014)
Drivers <strong>of</strong> Persistent Challenges• Proliferation <strong>of</strong> Data• 90% <strong>of</strong> enterprise data is unstructured• Volume, velocity, variety too great to centrally-curate• 24/7 Mobile, Socially-Connected Workers• Boomers retiring, millennials filling the ranks• “Bring Your Own Device”• Deluge <strong>of</strong> Cloud-Based Solutions• Point productivity, collaboration & messaging tools• Knowledge exchange taking place across all channels
The Present Reality• 61% <strong>of</strong> knowledge workers need to access 4 or more systemsand 13% need to access 11 or more systems on a daily basis toget the information that they need for their jobs• Approximately 90% <strong>of</strong> staff do not regularly contribute to theintranet, [and] more than 50% never do• By 2017, 33% <strong>of</strong> Fortune 100 organizations will experience aninformation crisis, due to their inability to effectively value,govern and trust their enterprise informationSource: Gartner Says One Third <strong>of</strong> Fortune 100 Organizations Will Face an Information Crisis by 2017, 2014 Source: <strong>Intranet</strong> Wish List for 2012
Knowledge is…<strong>Everywhere</strong>An ecosystem <strong>of</strong> fragmented content and data,plus the expertise woven in the minds <strong>of</strong> peopleDataInformationPeopleKnowledgeFacts, numbers or individualentities without context orpurpose, structuredor unstructuredData that has been organized toaid decision making[explicit knowledge]Experts with knowledge, social orinformation permissions[tacit knowledge]Human abilityto exercise judgment and takeaction facing varied situations = knowledge capital = asset
Defining the Long Tail…and how it changes the KM paradigmThe radical impact <strong>of</strong> reachingniche information or goodsAthe HEADunconstrained by physicalboundaries.The internet changed the world by enablingpeople to tap into the Long Tail <strong>of</strong> everything.[from a Wired article by Chris Anderson,since expanded into a book.]Bthe TAIL
From Pareto’s 80/20 to the 98% ruleAs Amazon and Netflixadded more titles, theysimply sold more.What would your organization achieve,if it were able to reuse 98% <strong>of</strong> its knowledge,at least a handful <strong>of</strong> times each quarter?• Save more lives…• Better compete…• Innovate faster…• Onboard faster….• Delight customers and employees alike….
PopularityThe Long Tail <strong>of</strong> KnowledgeTop <strong>of</strong> theknowledgeicebergCut<strong>of</strong>f point at which:• KM stops curating knowledge• IT stops making knowledge accessible• People stop classifying knowledge into defined systems <strong>of</strong>record & taxonomies• Users can’t access collective knowledge, or don’t know suchknowledge or expertise exists.Easy access butlimited reach.Popular contentand knowledgeonly.Knowledge needed = full spectrumBottom <strong>of</strong> the knowledge iceberg.20% <strong>of</strong>knowledgeAccessible, pushedMore generic, top-downSolves < 80% - common problemsDifficult to access but broad reach.Contextually relevant, intricate knowledge.80% <strong>of</strong> knowledgeHard to reach, pulledMore specific, crowd-sourced,Solves > 20% - higher value problems
The Long Tail <strong>of</strong> KnowledgeReturn on KnowledgeWhite Paper Serieswww.coveo.comCollective expertise
Embrace Diversity…we must be ableto connect the right people,with the right knowledge,in the flow <strong>of</strong> work,with more relevancethan ever before.
We are human, we have preferences“I have preferences, therefore I am”
Embrace Diversity: The <strong>Intranet</strong> <strong>of</strong> <strong>Everywhere</strong>• Consolidate content from all knowledge streams in real-time• Identify the 5W’s <strong>of</strong> content• Add structure to content for findability & mashability• Crowd-source knowledge curation• Automatically identify experts• Recommend predictive knowledge for the task at hand• Actionable analytics to optimize use <strong>of</strong> knowledge• Within the platforms & screens worker’s use
What Does it Take?CONNECTCONSOLIDATE
<strong>Intranet</strong> <strong>of</strong> <strong>Everywhere</strong>: Key Capabilities1ConnectivityThe broadest crawler set in industryHigh performance, secure, massively scalableAll proprietary2connectors – [no third party]Unified indexPowerful content mash-up abilities, highperformance indexing across structured &unstructured including text analytics3Relevance engineSurfaces contextually pertinent, predictivecontent & people, using powerful QRE language4Conversational UI builderDiscovery integrated where users workJavaScript, REST API components5Experience analyticsUsage patterns & content interaction metrics tooptimize relevance
Crowd-Sourcing Knowledge• Works with automatedtext analytics to drivefindability• Helps workers identifycontent that is up-todate(roll-ups)Folksonomy free-text ortaxonomy-derived tagsPersonal preference &Collaborative ratingwithin security groups
Knowledge Delivered in the Course <strong>of</strong> WorkDesktopMobile
Knowledge Delivered in the Course <strong>of</strong> Work<strong>Intranet</strong> UIEmail Client
Knowledge Delivered in the Course <strong>of</strong> WorkIn-BrowserCRM
Knowledge Delivered in the Course <strong>of</strong> SurfCustomer-facing Websites
Knowledge OptimizedUnified Experience &Knowledge-Use Analytics• Usage Patterns• Content Gaps• Ranking optimization• Operational metrics(Case deflection, etc.)
Success StoriesKey Bank• 15,000 employeesprovided unified,secure access toenterprise knowledgeassets, includingsecurity policies, ITdocumentation, and HRmaterials, from acrossdiverse inventorymanagement, assetmanagement, andpurchasing systems,and select SharePointsites.Fortune 50 Healthcare• R&D, Engineering, and Legalteams provided unified searchand contextual knowledgeaccess for 34 unique contentsources; reducing time-tomarketfor new productswhile enabling more effectiveuse <strong>of</strong> existing IP.
Empowered Customers
Helpful ResourcesVisit <strong>Coveo</strong>.com• White Papers & Case Studies• Knowledge Thought-Leadership Blog• Videos• Technical Briefs• Soon, the new Gartner MQ!Speak directly with a <strong>Coveo</strong> knowledgespecialist about your objectives:Email: info@coveo.comCall toll-free:North America: +1.800.635.5476EMEA: +31 (0)20 658 6334R&D HQ: +1.418.263.1111
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