Enterprise 2'0 NASA GSFC

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Enterprise 2.0 _at_ NASA GSFC

• April 14, 2009
• Emma Antunesemma.antunes_at_nasa.gov

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What did we set out to do?

• Redesign our Intranet site to
• Better meet Goddards business goals
• Improve communication
• Make it easier to publish find Information
• Integrate our content provide a consistent
  experience
• Reduce sustaining operations costs
• Use Social Media to help us be more competitive
  innovative
• Encourage collaboration and information sharing
  energize the community
• Take better advantage of the information
  resources we already have

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Concept Map
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Design Principles

• Unify Goddards various communication vehicles
• Provide different views based on facility
• Take the perspective of the employee
• Whats going on?
• Whats available to me?
• How can I participate?
• How do I get answers to my questions?
• Integrate and complement what we already have
  dont replicate it.
• Plan for content sustainability
• Take advantage of existing processes content
  sources
• Dont expect anyone to change their process for
  me
• LESSON Document these principles make
  assumptions explicit

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Approach

• Design first, Technology Second
• What keeps our community up at night?
• What problems could we solve with better access
  to tools information?
• What information already exists, and who
  maintains it?
• Meet with stakeholders get their feedback.
  Iterate!
• LESSON paper mockups are great!
• Use existing resources
• No additional funding
• Reprioritize existing developer staff
• Take advantage of InsideNASA hosting software

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Roles Responsibilities

• Sponsored by Center Directors office
• Advised by Chief Knowledge Officer
• CIO PAO share responsibility for the site
• Infrastructure Design CIO (project manager)
• Content and editorial direction PAO (editor in
  chief)
• Elements of the site have different owners
• Main page, services, organizations,
  announcements PAO
• Phonebook CIO (phonebook admin)
• Classifieds GEWA (Goddard Employees Welfare
  Association)
• 2 Developer Teams
• Local developers from CIO staff lead custom
  code development
• Remote developers from InsideNASA staff server
  admin, enterprise authentication, coaching on
  tools
• LESSON Make roles responsibilities clear

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Lessons from Stakeholders

• Design must answer Whats in it for me?
• Always focus on what your customers need to do
  their jobs
• Early outreach pays off
• Drives engagement demand
• Gives you advocates in the community
• Listen! Listen! Listen!
• No news is bad its just data
• Online Phonebook improvements came from customers
• Model the behavior you want
• Set expectations people like knowing
• Share what youre struggling with you may get
  help
• Make your scope very clear it means you can say
  why if you have to say no
• Discovery of solutions to problems no one knew
  they had
• New capability automation enables better
  workflow

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Timeline

• Original Concept September 2006
• Pitch to Senior Management January 008
• Project Milestones
• Project approved March 2008
• Benchmarking Metrics analysis April/May 2008
• Approval to use Spacebook name June 2008
• First paper prototype June 2008
• Peer review July 2008
• Outreach with stakeholders Ongoing from May 2008
• Design Review August 2008
• Go live of Phase 1 October 2008
• Design Review for Phase 2 January 2009
• Beta testing of Spacebook April-May 2009
• Release May-June 2009

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Enough Background! Whatd you do?
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• What can we learn from
• Metrics?
• Benchmarking best practices from other NASA
  sites?
• Stakeholders?

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Nice Intranet. But wheres the Web 2.0?

• Enterprise 1.0 has to come first.
• Without a working intranet to stand on, a social
  network is just a proof of concept.

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Spacebook Features

• Enhanced Intranet designed around
• User profiles
• Forums
• Groups
• Social Bookmarks
• Each employee can have his/her own home page
• Can publish their own status
• Share files
• Connect with others and be able to follow others
  activity
• Join communities of interest
• Phased approach
• New features to be added on an ongoing basis
• Participation is voluntary

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Benefits of Social Media

• Provides tools for building teams and
  strengthening networks
• Encourages collaboration and information sharing
• Facilitates
• Communication
• Engagement
• Transparency
• Trust
• Takes advantage of the information and resources
  we already have
• Harnesses collective intelligence
• How many times do we pay consultants to tell us
  what we already know?

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Design Soapbox

• Integrate Reduce Barriers to entry
• No more inboxes!
• Not another username and password!
• Dont make users fill out information when we
  already know what it is!
• Dont make them have to request an account!
• Address whats in it for me
• Give them something that helps them even if they
  dont author
• Plan for user adoption continued engagement
• Keep it simple dont throw blogs and wikis at
  people, consider the context of how theyll use
  them make it easy
• Every function must have a responsible content
  owner, or the content will die
• Dont just focus on bringing people to the door.
  How will you keep them coming back every day?
• Engage early adopters and get commitment from
  them to post content regularly
• Engage group owners to keep them actively using
  the group functions (then members keep coming
  back, too)

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NASA Demographics
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Impact of Social Media

• Change!
• Users, not webmasters, edit/publish content
• Shift in training needs new community needs to
  learn rules/conventions around web publishing
• Transparency Openness - pros cons
• FUD about appropriate use
• Anyone can publish! Oh no!
• Potential issue around friending concept
  terminology
• Mitigation Education, peer pressure, group
  moderation, misuse reporting, no anonymous
  publishing
• Need for training on social media concepts
• How do I use this for work? What are the rules of
  behavior?

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Change Happens

• Keep up the outreach and the iteration

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Questions?

• Emma Antunes
• GSFC Web Manager
• Emma.Antunes_at_nasa.gov
• [phone]