GroupwareIntroductionWhat Groupware Functionality do Users Really Use? [Appelt 2001]What Groupware Functionality do Users Really Use? (cont.)Slide 5The Future of Knowledge Management [Davenport 1995]Successful Knowledge Management Projects [Davenport et al 1998]Successful Knowledge Management Projects (cont.)Slide 9IM [Nardi 2000]Butterfly [VanDyke 1999]Tools for Navigating [Smith 2002]Answer Garden [Ackerman 1990]Answer Garden (cont.)...enter...Answer Garden 2 [Ackerman 1996]From Answer Garden to Answer Jungle [odd find: Dron, J., Mitchell, R. & Siviter, P. 1998, 'From Answer Garden to Answer Jungle,' Education and Training, vol. 40, no. 8.]YouServJXTAMy Fave: PHP GroupwareClosing: Questions and IssuesGroupwareMs. G's notes forKMSMarch 29, 2005Ms. G 03/25/05KMS -- GroupwareIntroductionWhat is groupware?software for group usehard to differentiate from intranets (anymore)tends to integrate social & emotional aspectsWhen/why is it used?news, notification, broadcasthelp systemsinstant contactwork groups, physical networksspecial interests, communities of practiceHow is it KM?because people get more info when/where they need itthe more they share/contribute, the more they getWhat is the state of the art?"CSCW“, P2P?, collective informal effortspopular commercial and free/share/OSS appsMs. G 03/25/05KMS -- GroupwareWhat Groupware Functionality do Users Really Use? [Appelt 2001]BSCW (Basic Support for Cooperative Work)Web based groupware systemCentral metaphor: shared workspaceContents represented as information objects in folders150 features, incl utilities: search, format conversion, version mgmt, language support, event servicesanalysis of usage, based on logfile (smart!)Noone used all functionsMostly browse & read (as expected)Ms. G 03/25/05KMS -- GroupwareWhat Groupware Functionality do Users Really Use? (cont.)Popular Operations11.4% Getting meta-information on objects11.2% Creation (upload) of documents7.6% Reading information about events5.7% Creation of folders5.3% Confirmation of events5.1% Modification of personal preferences4.7% Invitation of users to workspaces4.4% Modification of meta-information3.8% Creation of discussions or notes3.8% Display of sub-folders or threadsPopular Operation Categories24.7% Creation of information12.4% Modification of information12.3% Presentation of information 13.4% Awareness features12.3% Reading information on objects4.7% Moving and deleting objects8.2% Access rights features1.5% Searching1.6% Personal information0.6% Meeting objects2.8% Java applets5.1% Other featuresMs. G 03/25/05KMS -- GroupwareWhat Groupware Functionality do Users Really Use? (cont.) Group of operations Frequent users Other users1 Creation of information 23.1% 25.6%2 Modification of information 15.1% 11.0%3 Presentation of information 8.6% 14.2%4 Awareness features 17.3% 11.6%5 Reading of information about objects 11.3% 12.9%6 Moving and deleting objects 4.8% 4.7%7 Access rights features 7.4% 8.7%8 Searching 2.3% 1.1%9 Personal information 0.9% 2.0%10 Operations related to meeting objects 0.5% 0.6%11 Java applets 2.7% 2.9%12 Other features 5.6% 4.9%Ms. G 03/25/05KMS -- GroupwareThe Future of Knowledge Management [Davenport 1995]This reading not so insightfulHas it come true?Well, the things that it said would NOT happen, did not happen,But did Lotus Notes merge with the WWW?err, I don't THINK soIs KMS penetrating management?Are people evaluated on it?Is it part of anyone's corporate economics?other predictions related to:1. creating knowledge2. extracting knowledge rewards3. organizing knowledge4. transferring knowledgeMs. G 03/25/05KMS -- GroupwareSuccessful Knowledge Management Projects [Davenport et al 1998]“If the knowledge vs. information distinction is seen as a continuum instead of a dichotomy, then projects that focus on structured knowledge deal with the middle of the continuum.”…which is about where we areGeneral objectives of KM projects surveyed:1. Create knowledge repositories.2. Improve knowledge access.3. Enhance knowledge environment.4. Manage knowledge as an asset.Ms. G 03/25/05KMS -- GroupwareSuccessful Knowledge Management Projects (cont.)How to measure "success"?growth in resources devoted to KMgrowth in volume of content & usesurvival not dependent on key individualssome evidence of financial returnMs. G 03/25/05KMS -- GroupwareSuccessful Knowledge Management Projects (cont.)8 key factors:link to economic importance or industry valuetechnical and organizational infrastructurestandard, flexible knowledge structureknowledge-friendly cultureclear purpose and languagechange in motivational practicesmultiple channels for knowledge transfersenior management supportFinally:timing mattersdon't forget: knowledge = power!"KM is neither panacea nor bromide"Ms. G 03/25/05KMS -- GroupwareIM [Nardi 2000]"informal lightweight communication“interaction = info exchangeouteraction = meta-info, social exchange"This argues strongly for the integration of text-based messaging into technologies such as media spaces which aim to support informal communication for people collaborating at distance. With some exceptions, most media spaces do not have integrated text-messaging."Ms. G 03/25/05KMS -- GroupwareButterfly [VanDyke 1999]addresses the problem of 10,000+ IRC channelsapplicable to other group mediaeffectively a google or Ask jeeves search?uses IRC interface Unsolved problem: secret channelsthat pesky KM "knowledge hoarder" problemMs. G 03/25/05KMS -- GroupwareTools for Navigating [Smith 2002]"Ideally, Usenet members would make efficient use of bandwidth,participating actively but judiciously in newsgroups, ensuring their comments are posted only to relevant newsgroups, andabiding by the local norms and culture that govern decorum.”but problems lead to poor “signal-to-noise ratio”so, “mutual awareness of other participants’ histories and relationships is critical to a cooperative outcome”Enter: Netscan project (Micro$oft)social accounting metrics for social cyberspacesmetadata on newsgroup activity & behaviorinteresting: thread tracker (visualization)http://netscan.research.microsoft.com/Static/Default.asp ?Ms. G 03/25/05KMS -- GroupwareAnswer Garden [Ackerman 1990]type of HCI or CSCW systemto improve