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Slide 1: Re-energizing KMChicago Stuart M. Rosenberg Deloitte Services, LP February 12, 2008 iConnect iConnect: Expertise Location at Deloitte Current and Projected Activities srosenberg@deloitte.com Ray Rudd/Mary McDonagh/Christina Rye Stuart Rosenberg/Roxanne McClain January 2008
Slide 2: Agenda Deloitte in Context • Nature and Complexity of Work • Deloitte’s Connections Model: Theory and Practice Product Reviews: iConnect • Business Issues Addressed • Walkthrough • Factors to Consider • Benefits/Results Copyright © 2007 Deloitte Development LLC. All rights reserved. 2
Slide 3: About Stuart • 11 years with Deloitte – 4 years as a Consulting client service practitioner – 4 years in internal IT project/product management • Broadvision (Portal) eRoom (Collaboration), PlaceWare(LiveMeeting), Microsoft Instant Messaging, Saba (LMS) – 3 years as KM liaison to internal IT • Currently leads KM Solutions team – Responsible for developing business requirements in support of KM initiatives – Coordinating with internal IT regarding scope/functionality decisions, issue resolution, and Copyright © 2007 Deloitte Development LLC. All rights reserved. 3
Slide 4: About Deloitte Global Profile: •Nearly 150,000 people •More than 140 country-based practices •FY07 Revenues of US$23 billion U.S. Profile: •Nearly 42,000 people in the Deloitte U.S. Firms •Offices in more than 90 cities •FY07 Revenues of US$9.9 billion Total Revenues (US$billion) U.S. Global Fiscal Year 2004 $6.88 $16.2 Fiscal Year 2005 $7.81 $18.2 Fiscal Year 2006 $8.77 $20.0 Fiscal Year 2007 $9.85 $23.1 Deloitte is a true knowledge organization. Our most important assets walk out the door every night Copyright © 2007 Deloitte Development LLC. All rights reserved. **projected 4
Slide 5: A Structured Path to Enable People Connections iConnect (Phase 1) Focus: Person-to-Expertise Phase 2: Talent Networking Focus: Person-to-Colleagues Focus: Person-to-Affiliated Groups Phase 3: Social Networking Analysis Focus: Powerful Tools & Analytics to Enhance & Optimize Personal Networks Copyright © 2007 Deloitte Development LLC. All rights reserved. 5
Slide 6: iConnect: Seeking connections is nothing new Evolution of Approaches* • Water-cooler • Office-based networking • Who you know • Business (service) directories • Leadership listings of Typical Focus Individuals; Local Outcome Simple; Clarity; Limited Less clarity; Limit & aging information Little clarity; Uncertain quality of connection Dispersed groups; Silo- or Entityoriented Cross-silo/-entity focus; Manually updated (or not updated!) • “Yellow Pages” • • • • Skills matrices Business issue matrices Ask-the-Network “Six Degrees of Separation” • Automated Expertise Locator * Abbreviated! From: Discussions with John Callahan, Deloitte Services, U.S. Firms Chief Knowledge Officer Copyright © 2007 Deloitte Development LLC. All rights reserved. reaching; Individuals; Silo- / Entityagnostic; Fully Automated Simple; Clarity; FarConnection 6
Slide 7: iConnect: Shotgun or rifle? Business Issue: Is there a better way to connect suppliers and customers of knowledge? Copyright © 2007 Deloitte Development LLC. All rights reserved. 7
Slide 8: iConnect - Internal Expertise Locator Profile Creation • Emails are analyzed • Nouns phrases extracted and ranked • Personal, Private “Topic portfolio” developed for each employee Information Request • Search for topic matches (unexpected are more valuable!) • Craft wrapper email Blind Brokering • Recipients are not identified to requestor • Requestor is identified to recipients Follow-on interactions • Email, IM, Web conferencing, Telephone, Face-to-Face Fully automated profiles combined with brokering approach are the keys Copyright © 2007 Deloitte Development LLC. All rights reserved. 8
Slide 9: Profile Creation: Step 1 • For those individuals selected for topic portfolios, the system decomposes the text within their sent e-mails. • Noun phrases are identified and extracted to a topic portfolio database. • The prior portion of e-mail threads is ignored, since not necessarily relevant to the individual’s topic portfolio. Noun phrases extracted from above would include “methods content”, “physical environment”, “kx.deloitteresources.com”, “www.deloitteresources.com”, “SSO gateway”, among others. Copyright © 2007 Deloitte Development LLC. All rights reserved. 9
Slide 10: Profile Creation: Step 2 • For sent e-mails that have attachments, the noun phrases from within those files are also extracted. • The e-mails themselves and the attachments are: • Not “read” • Not understood • Not copied • Not kept • Not re-creatable • Not monitored • Not counted • Not analyzed other than for purpose of extracting noun phrases 10 Additional noun phrases extracted from e-mail above would include “Marketplace integration”, “Phase 1”, “Document Libraries”, “Business Requirements”, “CMS templates”, “DeloitteNet environment”, “Travis Taylor” Copyright © 2007 Deloitte Development LLC. All rights reserved.
Slide 11: Profile Creation: Step 3 • Over time, the collection of noun phrases from sent e-mails builds a private, personal portfolio of topical expertise of the individual. • Each extracted noun phrase then receives a strength rating within the individual’s portfolio based on factors such as how recently used (i.e., term strength decays over time), context of use (i.e., header vs. body, e-mail vs. attachment), frequency of use, among others. John Doe’s Source e-mails Noun Phrases Relative Strength of Noun Phrase Graphical Representation of Topic Portfolio for John Doe IP Valuation Moody’s Transfer Pricing ` Section 973 Depletion allowance Reengineering Copyright © 2007 Deloitte Development LLC. All rights reserved. 8,000 – 12,000 terms typical 11
Slide 12: Profile Creation: Step 4 • Over time, the noun phrases within an individual’s portfolios is compared against all other individuals’ topic portfolios. • Again, each extracted noun phrase has a comparative strength, but this time it is across all topic portfolios. Sample illustrated distribution for the weighted noun phrase “IP Valuation” Subject Matter Expertise Person 20 “John Doe” Person 400 Person 5,000 Person 9,000 • BUT, there is no reporting capability within Tacit to print out this relative strength weighting, as that would violate the privacy of any individual portfolios. Copyright © 2007 Deloitte Development LLC. All rights reserved. 12 Relative Strength of Noun Phrase Person 1
Slide 13: iConnect: Search terms return topics Copyright © 2007 Deloitte Development LLC. All rights reserved. 13
Slide 14: iConnect: Topics determine recipients Copyright © 2007 Deloitte Development LLC. All rights reserved. 14
Slide 15: iConnect: User composes an e-mail via form. Request and replies are managed directly in Outlook. Note: User does not know the identities of those to whom the e-mail will be sent. Copyright © 2007 Deloitte Development LLC. All rights reserved. 15
Slide 16: Step 4: Outbound email requests are received in Outlook in the same manner as any other message. No other application need be invoked. Copyright © 2007 Deloitte Development LLC. All rights reserved. 16
Slide 17: iConnect: Considerations • Risk management – Does the project support or challenge current policies? • Infrastructure – Interacting with corporate email is a 5-alarm event! • Privacy/Confidentiality – Top of mind, but balanced approach • Culture/Trust – How will the average employee perceive the tool? • Communications – Simplify, Simplify, Simplify • Business Process – “Over there” is nowhere Copyright © 2007 Deloitte Development LLC. All rights reserved. 17
Slide 18: Project Timeline – A Summary 2005 – Q1: Reconnect with Tacit and CEO; Presentation by David Gilmour at KM All Hands Meeting – Q2: Tacit Presentation at KMGC; Due diligence begins; ITS, OGC, Risk Management, NOP all engaged – Q3: Project “green light” from Executive Committee – Q4: Contracting discussions begin; Briefings for FSS leadership teams and other key stakeholder groups 2006 – Q1: Contracting continues (and continues); detailed project planning begins – Q2: Contract signed; Hardware ordered; project moves into high gear – Q3: Initial infrastructure enabled and profiling begins; FSS-specific live webinars; performance issues encountered – Q4: Launch at Annual P/P/D meeting to P/P/D community; Quick Adopter’s enabled 2007 – Q1: Senior Managers and managers enabled; on-going performance issues – Q2: Upgrade application to newly released version; performance improvements observed – Q3: Analysis and relaunch project work; review findings with core ITS team – Q4: Relaunch strategy discussion Copyright © 2007 Deloitte Development LLC. All rights reserved. 18
Slide 19: User behavior at each step in the iConnect process needs to be understood as a driver of messaging and necessary changes iConnect Process Unique User Visits (UU & V) Conduc t Search (S) S/V number of audience modifiers used e-Mail query (Q) Outboun d e-Mail & Replies Received (O & R)* R/O, Average age of reply Value Derived ($$) Metrics Areas to examine V/UU Survey of experience & value derived Q/S, Q/V Survey of Survey of experience & experience & value value derived derived, change management Messaging Focus •Awareness •Systems & Process Integration •Query Education •FSS leads endorsement •FSS leads endorsement •One Deloitte/ collaborative culture * - Data not currently available Copyright © 2007 Deloitte Development LLC. All rights reserved. 19
Slide 20: Visits, Unique Users and Outbound eMails and Replies 1400 1200 1000 800 600 400 200 0 Visits (V)* Unique Visitors (UU)* Outbound Emails (O) Replies Received (R ) * pr il ly M ay st ug u A Se y r r nu ar y m be m be M ar ch br ua r ov e ec e * Deployed to Senior Managers and Managers 20 Copyright © 2007 Deloitte Development LLC. All rights reserved. N D Fe pt e Ja m be r ne Ju A Ju
Slide 21: Why isn’t iConnect a success yet? Hypotheses People don’t trust the process Discomfort using a tool that’s not fully understood Ineffective communications Culture not as collaborative as assumed Right tool, wrong users iConnect not yet integrated into business processes Analysis has relied on anecdotes due to reporting challenges Copyright © 2007 Deloitte Development LLC. All rights reserved. 21
Slide 22: Re-energizing iConnect: Four Key Threads • Increased general iConnect visibility – E-mail template redesign – Multi-channel promotion (search results, D Street) Messaging/marketing (manager level as priority customer • Focus on enabling business processes – Integration with AERS RFI and BSX processes – “Hi-touch” outreach to targeted business groups • Reduce “fear factor” caused by unknown recipients – Enhance end-user UI controls – Tacit feedback and enhancement incorporation – Enhance reporting to help convert “browsers to buyers” – Resolution of stability issues – Enable additional 20K profiles – Enable additional 4K searchers Copyright © 2007 Deloitte Development LLC. All rights reserved. 22 • Increase eligible user base
Slide 23: About Deloitte Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, its member firms and their respective subsidiaries and affiliates. Deloitte Touche Tohmatsu is an organization of member firms around the world devoted to excellence in providing professional services and advice, focused on client service through a global strategy executed locally in nearly 140 countries. With access to the deep intellectual capital of approximately 135,000 people worldwide, Deloitte delivers services in four professional areas, audit, tax, consulting and financial advisory services, and serves more than 80 percent of the world’s largest companies, as well as large national enterprises, public institutions, locally important clients, and successful, fast-growing global growth companies. Services are not provided by the Deloitte Touche Tohmatsu Verein and, for regulatory and other reasons, certain member firms do not provide services in all four professional areas. As a Swiss Verein (association), neither Deloitte Touche Tohmatsu nor any of its member firms has any liability for each other’s acts or omissions. Each of the member firms is a separate and independent legal entity operating under the names “Deloitte”, “Deloitte & Touche”, “Deloitte Touche Tohmatsu” or other related names. In the United States, Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu and services are provided by the subsidiaries of Deloitte & Touche USA LLP (Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP, Deloitte Tax LLP, and their subsidiaries), and not by Deloitte & Touche USA LLP. The subsidiaries of the U.S. member firm are among the nation’s leading professional services firms, providing audit, tax, consulting, and financial advisory services through nearly 40,000 people in more than 90 cities. Known as employers of choice for innovative human resources programs, they are dedicated to helping their clients and their people excel. For more information, please visit the U.S. member firm’s Web site at www.deloitte.com. Copyright © 2007 Deloitte Development LLC. All rights reserved. DCS321745 Copyright © 2007 Deloitte Development LLC. All rights reserved. 23