Web 2.0 and Beyond – Social Computing and the Knowledge-Powered Enterprise

I’m at Web 2.0 and Beyond – Applying Social and Collaborative Tools To Business .

Social Computing and the Knowledge-Powered Enterprise

John Davies, Next Generation Web Research Group, BT

Social computing & Web 2.0

(user-generated, user-tagged content; social networking tools)

  • 3rd generation KM – emergent social networks, opt-in, self-organising, tools chosen and integrated by the community
  • social computing landscape – Ad-hoc-Structure, Personal-Enterprise. Link technologies to objectives.
  • Knowledge-powered Enterprise – most knoweldge worker activity not based on formal processes – in people’s heads or unstructured documents. Most knowledge workers need to draw on knowledge from colleagues and from outside the enterprise.

Case studies

  • BT: “Hubbub” Web 2.0 customer community as support and self-service channel. Business case: call deflection and improved service. 20% of user base for covered products have used the system.
  • IBM: “Dogear” – social bookmarking for the enterprise. Expertise location, improved quality of recommendations. Enhances results from enterprise search, use bookmarking as a quality indicator. Using individucal’s bookmarks to derive user profiles, team bookmarks as project resources. Integrated into Lotus Connections.

Web 2.0 and the Semantic Web (web 3.0)

  • Extending the web to use computers to do more linking of meaning.
  • Ontologies provide a formal description of an information domain – a taxonomy is a simple example of an ontology.
  • “Scruffies” and “Neats” – bottom-up folksonomies vs. top-down ontologies. Not mutually exclusive
  • SemanticWiki – currently only keyword search, no consistency checking. Experiment – extend Wikipedia by adding type tags to links.
  • Project ACTIVE
Proactive application of technology to business

My interests include technology, personal knowledge management, social change