increasing adoption of enterprise collaboration tools
TRANSCRIPT
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CBW-2Collaboration Case StudiesGilbane San FranciscoField Service Wiki
Ken HerronVice President of Interactive StrategiesRealogy Franchise GroupApril 12, 2007
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Before We Start, Who is Realogy?
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
Venture Partner:
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Opportunity
Help 125 field service consultants around the world better support their customers
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Opportunity
Enable these consultants to share their best practices with each other – within and across competitive brands
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Opportunity
Find the easiest wiki solution – in terms of set-up, administration, management, and use [at the lowest cost!]
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Opportunity
Communicate the value of having 5 different brands’ leadership teams allow their field service people to collaborate
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Opportunity
Communicate the value of having field service consultants log-on and try the wiki
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Opportunity
Communicate the value of having field service consultants use, and continue to use the wiki
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Approach
Help 125 field service consultants around the world better support their customers
Research/review different collaboration modalities – decide to use an on-line tool
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Approach
Research/Review current on-line tools – decide to use a wiki
Enable these consultants to share their best practices with each other – within and across competitive brands
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Approach
Research/review different wiki vendors – decide to use GroveSite
Find the easiest wiki solution – in terms of set-up, administration, management, and use [at the lowest cost!]
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Approach
Individually communicate the wiki’s benefits to each brand, and allow eachbrand to have a“wiki within a wiki”
Communicate the value of having 5 different brands’ leadership teams allow their field service people to collaborate
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Approach
Get the natural leaders and early adopters in each brand to use the site, seeding it with content
Communicate the value of having field service consultants log-on and try the wiki
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Approach
Use recognition to publicize the most valuable content
Communicate the value of having field service consultants use, and continue to use the wiki
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Why We Are Doing It
To increase our customers’ revenues,and in turn, Realogy’s brands’ revenues
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Benefits
Consultants leveraging each other’s strengths
Creation of a knowledge management repository
Creation of a community across culture, language, and geography
Minimal training or tech support
Ease, control, and insight
Minimal cost
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Lessons Learned
It’s not about the technology…
Keep out the “tourists”
Recognize, recognize, recognize
Tier the roll out
Seed your content
Let everyone have their own space
Exploit “visual fatigue”
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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CBW-2 | Field Service Wiki | Ken Herron | 04.12.07